When an Order Goes Wrong, Fix It Before It Becomes a Bad Review
Guests report a problem with their order on your website, in your site's chat or on the phone, with photos. Your team answers in one inbox, and a voucher settles it.
What Order help is
Order help gives guests a proper way to tell you something went wrong: a missing side, the wrong dish, food that arrived cold, a charge they don't recognise. They pick the order, the reason and the items, add a photo, and the case lands in your admin under Signals → Guest requests.
Your team answers in a live thread and can send a voucher worth exactly what the affected items cost. Simple, provable cases can be settled automatically within limits you set. Order help is off until you switch it on in Settings → Order help.
Why it pays to handle complaints yourself
Problems come to you, not to a review site
A guest with a Help button next to the order tells you first. You get the chance to put it right while it is still a private conversation.
Facts instead of a phone argument
Every case arrives with the order, the exact lines, what they cost and the guest's photos. Nobody has to describe the order over the phone.
Compensation that matches the problem
The voucher is prefilled with the value of the affected items, computed from the order. A missing €3.50 side gets a €3.50 voucher, not a guess.
See what keeps going wrong
Statistics show the reasons, the dishes that keep coming back and how fast your team answers. Fix the recipe or the packing, not only the complaint.
How it works
Switch it on
In Settings → Order help, turn it on and choose how long after an order guests may ask for help — 48 hours by default.
The guest reports the problem
From the order page, the tracker, their account or the chat bubble on your site, the guest picks a reason, the items and quantities, and attaches photos.
Your team answers
The case appears in Signals → Guest requests, with allergy cases first. Staff get a push, open the case and reply in the thread; the guest sees it live and by e-mail.
Settle it and close the case
Send a voucher for the next order, resolve the case, and the guest is asked how satisfied they were. Everything stays in the case history.
What you get
A guided report, not a vague complaint
The guest is walked through the problem step by step, and self-checks answer the simple questions before a case is even opened.
- Reasons: missing, wrong, quality, never arrived, courier, payment, other
- Per-item quantity, capped at what was ordered
- Photo required for missing, wrong and quality problems
- "Where is my order?" answered with status and the tracker
One inbox for every door
Cases from the website, the site's chat bubble and the AI phone agent all land in the same place, and the conversation continues live on both sides.
- Allergy cases first, then whoever has waited longest
- The guest's earlier cases at your venue beside the new one
- Push to staff, e-mail to the guest when you reply
- Also available through the API and MCP
Vouchers that stay under control
A voucher is a one-time code for the next order, issued to that one guest. It cannot be passed to a friend or used twice.
- Value prefilled from the affected items
- A fixed amount or a percentage, with a validity you choose
- One voucher per case, even if two people click at once
- The guest decides when to use it
An automatic policy with limits
Small, clear cases can be settled on the spot without anyone on your team. You decide which reasons, up to what value and for whom.
- Only missing, wrong or quality problems, with a photo
- A maximum value and a cap on earlier compensations in 90 days
- Allergies and disputes about handling always go to a person
- Never pays out on a phone report
Situations it handles
A missing side on a delivery evening
The fries didn't make it into the bag. The guest reports it with a photo, and a voucher for the fries' price is waiting in their profile before your shift ends.
An allergy reaction
A guest reports an allergy problem. The case jumps to the top of the inbox and is never settled automatically — a manager calls them.
"Where is my order?"
Instead of calling the restaurant on a busy Friday, the guest opens the chat bubble and sees the order status, the expected time and the tracker.
A guest who calls
Calling from the number the order was placed with, the guest can ask the AI phone agent about it or report a problem. The case is filed for your team to call back.
A charge the guest doesn't recognise
The guest sees what was charged — prices, delivery fee, promo code — and says which part looks wrong. Staff reply with the facts from the order.
The same dish keeps coming back
Insights show that one dish is reported cold three times a week. You change the packaging, and the cases stop.
Handling restaurant order complaints without the chaos
Every restaurant that delivers gets complaints: a missing item, a wrong dish, a late courier. Usually they arrive as an angry phone call in the middle of service, or as a review a week later. Order help gives guests a calm, structured way to tell you — and gives your team the order, the photos and the numbers to answer quickly.
Only the guest who placed the order can ask
On the website and in the chat, a case can only be opened by the signed-in guest who owns the order. On the phone, the caller must ring from the number the order was placed with, and the agent reads back only status, time, items and total. Strangers cannot look up anyone's order.
Photos as evidence, kept private
Guests attach photos of what arrived. Each photo is re-saved, which removes location and camera data, and stored privately — your staff see it through a short-lived link, nobody else can. The case keeps the order lines as they were, so the facts never change afterwards.
A voucher instead of a refund argument
A voucher worth the affected items is a fair answer to most delivery mistakes, and it brings the guest back for another order. Ordering.Tools issues it as a one-time code for that guest only, so a goodwill gesture never turns into a code shared online.
Order help — questions
Where can guests report a problem with an order?
On the order page, the order tracker and their account's order list, through the chat bubble on your website, and — if you use the AI phone agent — by calling from the number the order was placed with. All cases land in one inbox.
Is Order help switched on for every venue?
No. It is off by default. A manager switches it on in Settings → Order help and sets how many hours after an order guests may ask for help. Until then nothing changes on your site.
How much compensation does the guest get?
Your team decides. The voucher is prefilled with what the affected items cost on that order, and can be changed to another amount or a percentage. It is a one-time code for the next order, for that guest only, and one per case.
Can cases be settled automatically?
Yes, if you turn on the automatic policy. It covers only missing, wrong or quality problems with a photo, up to a value you set, for guests under your limit of earlier compensations. Allergies, handling disputes and phone reports always go to a person.
Does it work for Wolt, Glovo or Bolt Food orders?
No. Marketplace orders are handled through the marketplace's own support. Order help covers orders placed with you directly: on your website, through QR menus at the tables, and by phone.
What statistics do I see?
Cases by reason and by channel, dishes that keep coming back, the median time to your first answer, how many cases were settled automatically, vouchers issued and the average satisfaction score guests gave after resolution.
Hear about the problem before the review does
Switch on Order help and give your guests a straight line to your team — with photos, facts and a fair voucher.
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