How to Prevent Restaurant Cancellations

How to Prevent Restaurant Cancellations

Simple steps to protect your orders and keep your customers happy

Restaurant cancellations can happen for many reasons — a rider arrives and the store is closed, an item is unavailable, the kitchen is overwhelmed during rush hour, or prep time runs too long. While some things are out of your control, many cancellations are easily preventable with just a bit of attention to detail.

Here are key practices to help you avoid cancellations and ensure a smooth experience for your customers:

1. Keep Your Working Hours Updated

Make sure your store’s operating hours are always accurate in the system — including special occasions, holidays, and prayer times (especially on Fridays).

✅ Be sure to set:

• The first order time you can start accepting orders.

• The last order time you can realistically prepare before closing.

Accurate timing helps avoid cancellations from orders placed when the store isn’t actually operating.

2. Let Ninja Know About Extended Closures

If your restaurant will be closed for more than 24 hours (e.g., for maintenance or renovations), notify Ninja in advance. We'll help pause your store to prevent orders during that downtime.

3. Use “Busy” Mode During Peak Hours

During high-volume periods, use the “Busy” option in your system if your kitchen can’t handle more orders. It's better to pause temporarily than risk order delays and cancellations.

4. Mark Orders as Ready on Time

As soon as an order is prepared, mark it as “Ready for Pickup” This lets riders know exactly when to collect the order, keeps the workflow smooth, and helps prevent cancellations caused by preparation delays.

5. Update Item Availability in Real Time

If an item is sold out — or even close to running out — make sure to mark it as unavailable in the system right away. This helps prevent customers from placing orders you can't fulfill, reducing last-minute cancellations and protecting your store’s reputation. 

6. Keep Your Device Online and Alert

Make sure your device is:

• Turned on and fully charged

• Connected to a stable internet connection

• Notifications are enabled

Even a short disconnection can result in missed or canceled orders.

7. Answer Support Calls Promptly

If Ninja support contacts you — especially to verify your store’s status — answer quickly. It could help prevent unnecessary cancellations.

8. Train Your Team on the System

Ensure your staff knows how to:

• Accept and manage orders

• Mark items as out of stock

• Mark orders as “Ready”

• Mark the store as "Busy" when needed

A well-trained team means smoother operations and fewer mistakes.

9. Monitor Cancellation Trends

Set aside a few minutes weekly to review your store’s performance. If you see cancellation spikes on specific days or shifts, that’s your chance to adjust and improve.

✅ Stay Ahead with Ninja by Your Side

Preventing cancellations comes down to being proactive and consistent. Keep your systems updated, your staff informed, and your service sharp — and remember, Ninja is always here to support you.

Need help? Reach out to us at: fsupport@ananinja.com