Send email to the customer also for rejected / canceled orders (Important)#1038

If the restaurant rejects or cancels an order, the customer must be immediately informed by email.

Currently, the email to the customer is sent only when the order is placed or when the restaurant changes the time, but it is not sent when the order is canceled or rejected, leaving the customer uncertain. Most customers do not click the “track my order” button, but instead wait for a second email confirming whether the order has been accepted or rejected by the restaurant.

I agree, it’s true. Many customers don’t have the time or patience to track their order, but simply wait for an email.

True, otherwise customers would flood the restaurant with calls! You should also set up an automatic refund via Stripe/PayPal if the order is rejected or canceled!

This is already possible with webhooks. However we will queue to make a standard feature. Low priority.

@CloudWaitress Admin But in my opinion this should be an automation. If the restaurant cancels or rejects an order, the email should be sent automatically to the customer.

This already happens with table reservations: if the restaurant rejects the reservation, the customer receives an email saying that the reservation has been rejected. It would be enough to add this feature to takeaway and delivery orders as well.

If the order is confirmed → a confirmation email is sent.
If the order is cancelled → a cancellation confirmation email is sent.
If it is rejected → the same thing, an email is sent.

The customer must always be promptly informed. Most customers do not “track” the order through the real-time tracking button, but instead read the emails they receive with confirmation, modification, order cancellation, etc.

We agree it should be done. However, cancelled orders are rare globally and will prioritise highest impact features.

Note reservations have major updates in testing currently.

@Marco Baldini @CloudWaitress Admin personally, I haven’t fully understood how the webhook works. I enabled all the options, including for cancelled orders, rejected orders, etc., but the emails still do not arrive if a customer’s order is cancelled or rejected.
It would be much simpler if it were an automatic feature, of course written in the correct language — in this case, Italian.

@LILIANA P It was something I also wanted to point out, especially because it’s true… customers very often don’t click the button to track the order, and if the order is later cancelled or rejected, they complain by calling the restaurant for not being notified via email! @Marco Baldini @CloudWaitress Admin

For immediate requirement, you can book a meeting with Jean and she can assist with webhook notifications until we release the feature.

You can all sms the tracking link/status updates with webhooks too. It is more technical than other systems but also much more customisable.

@CloudWaitress Admin I also never understood how to make these emails reach customers. Many people ask for it, and I have never managed to activate that feature. It will definitely be very convenient once it becomes a standard feature.

Emails are also very useful for order rejection or cancellation, that’s true

@CloudWaitress Admin
Instead of opening a new suggestion, I would also like to include refunded orders to this thread. Many times when customers cancel an order, a refund will follow. Therefore, receiving an email about the refunded order is also significant.

The question is how will this work with different integrated payment gateways? For the time being, I suggest we keep it simple and just send the email to the customers. Since the refund needs to be done separately through the payment processor, at least the customer will have the refund email as a reference.