Your orders are canceled automatically? Understand the mechanism to avoid the inconvenience

At Smood, we implement automatic cancellations when an order is not consulted within the given time frame. This helps to avoid delivery delays and supports restaurants that may have forgotten to notify a closure or change of hours, ensuring a good customer experience.

To avoid these cancellations, here are the steps to follow:

• Keep your tablet on at all times during your opening hours.

• Make sure the Smood Restaurant app is running and the orders tab is visible.

• Turn on the notifications sound for new orders.

• Check your internet connection to ensure orders are properly received.

How does the cancellation works?

An order is only canceled if it has not been reviewed within the set time of 15 minutes. Cancellation times vary depending on the integration methods of partners or the type of order:

• Order delivered by Smood: 15 minutes

• Click & Collect order: 9 minutes

• Aggregator order (partner delivers themselves): 9 minutes

• Integrated partner using Deliverect, Hubrise, or independent system: No cancellation

Reviewing the order commits you to preparing it within the required time.

If we detect inactivity on an order:

• An automatic call will be triggered to your phone number to warn you.

• A warning message will appear on the tablet with a countdown before cancellation.

If the order is still not reviewed after this time, it will be automatically canceled.

In case of cancellation due to inactivity, you will be temporarily closed on Smood until the next scheduled opening.

Rigorous monitoring allows you to ensure fast order processing, avoid temporary closures, and strengthen customer satisfaction

Stay alert and avoid interruptions!