Order cancellation on iFood has changed: see how it works now

One of the main complaints from iFood partners, the platform’s order cancellation system has changed. Now, restaurants have more room for dialogue with the customer and can indicate whether or not they agree with the cancellation request. If there is an impasse, the issue is taken to the platform for decision, which evaluates the arguments of both parties.

The change is one of the results of the iFood Partner Forum. The first experience of the initiative ended in December last year. Over eight months, a group of 20 entrepreneurs invited by the platform exposed the pains of restaurant owners who work with the application. From evaluations and listening work, iFood designed the changes in the cancellation system.

More dialog, less cancellations

The new iFood order cancellation policy works through internal tools that enable dialogue and agreement between the restaurant and the customer. These tools, new to the app implemented in 2022, cover the entire purchase journey – from the moment the customer presses the “place order” button until after delivery.

Now, when there is a cancellation request, the restaurant is automatically notified by the platform itself. He then informs whether or not he agrees with the cancellation and can also try to reach an agreement with the customer. In addition, if the cancellation request is made after delivery, the requester needs to provide evidence of the reason for the withdrawal, such as photos of the products that he claims are not as promised.

In these cases, the restaurant also receives the evidence. And again, you may or may not agree to the request. If there is no agreement between the restaurant and the customer, the case goes to the arbitration team, which has the final say in the case. In December, 70% of customer cancellation requests were interactions with restaurants. iFood’s goal is to reach 100%.

The delivery confirmation code for partners with their own logistics, another novelty implemented by the platform in 2022, is also the result of demands from partners for the company. According to Palataforma’s advisory, these two measures have already reduced by about 75% the number of cancellations in restaurants that have adopted them.

“The feeling of injustice of restaurants in relation to the cancellation of orders was great. There is still room for improvement, but the launch of this new cancellation policy has already brought a considerable decrease in our cancellation rate, which is practically zero today”, comments the businesswoman Helena El Horr, from Matula Marmitaria, from Curitiba.

In April, the iFood Restaurant Forum will resume with new members. Starting next month, platform partners will have the opportunity to apply to be part of the next group. According to the app’s advisory, the idea is to continue the actions already started and contribute to future improvements.