Help Center / Restaurants & Stores
What if a vendor cannot fulfill an item?
Communicate early - do not pack a surprise substitution silently.
Overview
Stockouts happen. The responsible path is early communication: update availability, message the customer, and adjust or cancel before a delivery partner drives with the wrong bag.
How it works
- Mark the item unavailable in the vendor tools when possible
- Use order chat or support to propose a substitution or removal
- Confirm whether the customer still wants the rest of the order
- Only then continue preparation and handover
Customers pay COD for what they agreed; silent swaps create disputes and refund reviews.
What happens in practice
If the whole order cannot be made, reject or cancel per app tools and notify Cedar GO if status is unclear. Refunds are active for eligible cases, especially when cash was never collected.
Important live rules
- Store confirmation is your control point before cooking
- Do not invent fees for substitutions
- Delivery partners should not be blamed for kitchen stockouts
What to do if something goes wrong
If the customer is unreachable, contact Cedar GO rather than guessing. Document times and messages for the order ID.
Never send a silent substitution on spicy heat level, allergens, or priced add-ons without agreement. Customers paying COD will dispute those surprises. If only one item fails, offering to remove it and continue the rest often saves the delivery partner a wasted trip.
Related help
How vendors manage orders · Missing or wrong items (customer) · Cancel or refund