Why you should never cancel orders
Cancelling orders is one of the most damaging things that can happen to your Bamboo operation. Even a single cancellation can have immediate and lasting consequences for your location.
What happens when an order is cancelled
When an order is cancelled the platform registers it as a failed fulfillment. The consequences are immediate:
Your location can be deactivated on that platform for up to 24 hours
Your acceptance rate drops, which reduces your ranking and future order volume
Repeated cancellations can result in your storefront being suspended by the platform
Lower rankings mean fewer customers see your brands, compounding the impact over time
⚠️ One cancellation can deactivate your location for a full day. A single cancelled order can deactivate your storefront for up to 24 hours - meaning zero orders during that time. |
What to do instead of cancelling an order
If an item is unavailable: Pause the item immediately in the Bamboo app (Menus → find item → Pause). Do not wait for an order to come in for it. See Pausing items & brands for instructions.
If your kitchen needs a break: Pause the brand in the Bamboo app (Providers → select brand → Pause). This stops new orders without cancelling anything already accepted.
If there is a kitchen emergency: Pause all brands from the Providers section immediately, then contact our team so we are aware.
The only exception: if an order involves an allergy or dietary restriction you cannot safely accommodate, cancel it in the Bamboo app. Food safety always comes first.
What if the customer wants to cancel their order?
Customer cancellation requests are handled by the delivery platform and Bamboo - not by you. If a customer contacts you directly about cancelling, direct them to the delivery platform's customer support. Do not cancel the order on your end.