Amend Suggestions
2023-2024
The objective
Reduce order cancellations through an informative module guiding customers to amend their orders instead of canceling.
The problem
57% of all order cancellations occur because customers encounter issues such as:
Orders not arriving on time
Ordering the wrong item
Selecting the wrong payment method
Choosing the wrong address
Customers can amend their orders during the Amend window, which spans from the time the order is placed until it begins preparation. However, many customers are unaware of this option and instead cancel their orders to place new ones, missing the opportunity to make necessary updates.
The solution
Enhance customer awareness of the amend window, allowing real-time order updates to improve satisfaction and drive.
To address this, we propose adding a module in the cancellation reason bottom sheet that informs customers they can still update their existing orders during the Amend window. This intervention aims to reduce unnecessary cancellation by guiding customers to amend their orders instead.
