Using order notes

Every order has a notes field. Use it for anything you agree with a customer that is not already on the order.

What to write

• A changed delivery time or date, and that the customer agreed
• An extra charge agreed and accepted
• A special instruction: no nuts, message on the cake, leave with the neighbour
• Attempts to reach a customer who is not answering
• Anything unusual about the handover

Why it matters

If a question comes up a week later, the note is the record. Without it, you have your memory and the customer has theirs, and those rarely match.

This matters most in the situations you least expect: a delivery that failed, a customer who says they asked for something different, a complaint you need to explain.

Write it at the time

Not at the end of the day. The note that gets written is the one written in the two minutes after the phone call.

Keep it factual

Write what happened and what was agreed. Not what you thought of the customer. These records can be looked at by us and, in some situations, by an authority.