Disclaimer
If you have any issues, questions, or concerns regarding Store Operations with your Uber Eats store, please email help@leafly.com. From there, our Leafly Support Team will be able to help you further.
This article covers information on cancelling orders received via Uber Eats:
Canceling Orders
Should it be necessary to cancel an Uber Eats order, you can do so following the workflows outlined here.
Uber Eats Tablet
All retailers are provided an Uber Eats tablet. In addition to the Live Order Tracking functionality and temporarily pausing orders, retailers can cancel orders directly on their Uber Eats tablet.
To do so, first tap the Help icon in the top right corner on the order details:
Next, tap "Cancel order." Select a reason for canceling, then tap "Confirm."
Cova Integrated Partners
Partners using the Cova Order Integration will not have order cancellation options available on the Leafly Order Dashboard and must cancel orders either in Cova or via the Uber Eats tablet.
To cancel an order in Cova, head to the Orders tab on your Cova POS tablet and select the order you wish to cancel. Next, click the trash can icon in the upper right hand corner. Follow the directions of the pop-up prompt and select "Delete" to cancel the order.
The cancellation will be communicated back to Uber Eats to initiate a customer refund.
Greenline Integrated Partners
Partners using the Greenline Order Integration will not have order cancellation options available on the Leafly Order Dashboard and must cancel orders either in Greenline or via the Uber Eats tablet.
To cancel order in Greenline, access the order details then click the trash can icon in the upper right hand corner of the order.
The cancellation will be communicated back to Uber Eats to initiate a customer refund.
Manually Managed Partners
Partners who are managing their orders via the Leafly Order Dashboard will need to cancel orders within Leafly Biz.
Navigate to your Leafly Order Dashboard, then select the order you wish to cancel. On the order details view, click on the three vertical dots, then select your cancellation reason.
The cancellation will be communicated back to Uber Eats to initiate a customer refund.
Order Cancellation FAQs
I use Cova or Greenline as my POS; why do orders appear as POS failed to Create Order when they are canceled?
- Both Cova and Greenline will cancel orders automatically if items ordered had over an available quantity or there was an out-of-stock item ordered in the cart.
- For any concerns, please email help@leafly.com to connect with our Support Team.
How are cancellations / out of stock / substitutions handled for Uber Eats?
- At this time, substitutions are not possible with the current Uber Eats integration functionality. You will be able to remove items from an order, or cancel an order that is not able to be fulfilled.
- Uber Eats will process any full or partial refunds for cart items that are out of stock. When you adjust the item quantity on the Leafly order dashboard, these changes are transmitted to Uber Eats, who then handles customer refunds.
- If you have any order issues, please email help@leafly.com to connect with our Support Team.
How do I refund an order?
- For those using Cova Order Integration, you will refund an order by canceling it in Cova. This will trigger the refund workflow, and the customer will be refunded.
- For those using Greenline Order Integration, you will cancel the order in Greenline. This will trigger the refund workflow, and the customer will be refunded.
- For those manually managing your menu or orders, you will cancel the order in the Leafly Order Dashboard. This will trigger the refund workflow, and the customer will be refunded.
A customer ordered an item out of stock. How did that happen?
- Leafly does not validate available quantity at checkout. This is true for orders placed on Leafly.com and on Uber Eats.
- Menus sync every 10 minutes to Uber, so there is a possibility for a delay in information. Meaning if an item is out of stock, it will appear on Uber for 10 minutes until the next menu sync with Leafly.
- For any issues on out-of-stock items ordered or for any concerns, please email help@leafly.com to connect with our Support Team.
- Dispensary partners are onboarded to Uber based on the delivery fee provided during launch. If the minimum cart requires to be updated, please reach out to Leafly Support through help@leafly.com to make these adjustments to your Uber Eats store.
- If an order is received below the configured minimum cart, it is likely due to item availability. SKUs may be dropped if it isn’t in stock.
- Orders that come in like this are at your discretion to decide whether you would like to proceed with fulfilling that order considering it doesn't meet your basket minimum.
- For any concerns or questions, please email help@leafly.com and our Support Team can assist you further.
For additional assistance, please contact the Leafly Support Team at help@leafly.com.