What if a customer asks to change their order?

Talk to them, and accept the change only if you can make it without affecting the product, the preparation time, the order value or the delivery.

When to say yes

A message on the cake. A different colour of ribbon. A slightly later pickup time on the same day. Small things that cost you nothing are worth doing, and customers remember them.

When to be careful

If the change affects the price or the delivery charge, tell the customer the difference before you proceed and get their agreement. Then write it in the order notes.

Any loss you take on an agreed change is yours, so agree the number first.

If they want a different date

If you can accommodate it, do. If the new date or time changes the delivery charge, say so and let them decide.

Record everything

The order notes are the record. "Customer asked to move delivery from 5pm to 7pm on the same day, agreed, no change in charge" takes ten seconds to write and settles any question that comes up later.

If you cannot do it

Say so plainly and early. A customer told on Tuesday that you cannot do a Thursday change has options. One told on Thursday morning does not.