Cancellations Policy
Last Updated: 15-Feb-2025
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Context
When an order is cancelled, it’s one of the worst customer experiences which can undermine customers’ trust in the That Mart platform, as well as your business. Cancellations can also lead to negative financial consequences for That Mart. This Policy explains what these consequences are, and the steps That Mart will take to recoup these costs.
First and foremost, cancelled orders lead to bad customer outcomes. Customers will have taken time searching for and selecting items. By subsequently cancelling an order or closing before a rider has been able to collect the order, Partners leave customers disappointed.
Distinction between Rejections and Cancellations
A partner may decline an order at different stages of the order. The first point a partner may decline an order is when it is first sent to the tablet or Point of Sale (POS) system for the partner to accept an order. If the order is declined at this point, it is known as a "rejection". However, if the partner initially accepts the order but decides later to decline the order (e.g., as the item is no longer available), this is known as a "cancellation".
This Policy is focused on cancellations.
Reasons for cancellations
There are different reasons why an order which a customer has placed will subsequently be cancelled. These fall into two broad categories:
- No fault, customer requested cancellations - The Customer requests an order cancellation, and the Partner agrees to the cancellation request.
- “Partner at fault” cancellations - there are two ways in which a Partner will be deemed at fault for a cancellation:
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The Partner cancels an order (for any reason) after it has been accepted - for example, because they realise, they don’t have the items required to fulfil the order.
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Orders cancelled because the Partner is closed - These orders will need to be cancelled by That Mart so we can process a customer refund but will be considered a Partner fault.
Impact of Partner-fault cancellations on That Mart
When orders placed by customers are subsequently cancelled by the Partner, That Mart loses the revenue it was due to make from the sale facilitated by its marketplace. There can also be additional customer care costs associated with managing customer complaints and costs associated with incentivising the customer to place future orders having received a poor experience with a cancelled order.
Action That Mart takes for Partner initiated cancellations.
In the event of a “Partner at fault” cancellation, That Mart will charge you a fee equal to the commission (and any other fees) which you were due to be charged for that order (plus VAT where applicable), i.e., an amount equal to the total fee for that order calculated in accordance with your current contract with That Mart.
The fee will apply if:
- You (partner) cancel an order after accepting it; or
- A rider cannot collect an order you have accepted because you are closed when they arrive at your business.
This charge will compensate That Mart for the costs of the cancelled order which may include e.g., the costs of bringing the order to you, any rider fees incurred, the costs of managing the customer care process following the cancellation, and additional marketing and promotional activities required to encourage the customer to order again in the future.
Steps you can take to minimise cancellations.
You can take steps to reduce the number of orders you cancel, including by:
- Keeping your stock levels up to date and marking items as unavailable when you have run out of them, so customers don’t order something that isn’t available.
- Updating your store opening hours on That Mart platform for dates and times you won’t be open. This will ensure you are not receiving orders when your business is closed. This is particularly important if you have the ‘auto open’ and 'auto accept' features turned on, as this will prevent you automatically opening and accepting orders when you are physically closed. Additionally, please account for supply operating hours if it varies from your listed opening hours.
- Allowing riders at least 30 minutes after the ‘prep for’ time to collect orders which you receive shortly before you close. Although you will not be open to accept new orders, it is important that orders placed before you close can be picked up by riders.
- Using busy mode during busy times to help manage order volumes. This provides a signal to That Mart that you are experiencing higher order volumes than usual and changes the expected preparation time. This will give you more time to prepare orders rather than having to cancel the order.
- Temporarily marking yourself as closed, during exceptional periods of customer demand or operational challenges if you are likely to be unable to fulfil additional orders.
- In addition, Marketplace+ Partners which complete their own deliveries can minimise cancellations by: Setting a delivery zone, you can deliver to and ensuring you have delivery drivers available to deliver orders placed at your business.
Challenging a decision
We appreciate there may be extenuating circumstances which are outside your control, and which have led you to cancel the order. If you believe this to be the case and you wish to challenge a cancellation charge, you can do so by raising an ‘Invoices & Payments’ ticket by sending email to
[email protected]. Please reference the order number of the affected order/s in your ticket.
Please see our Support Policy for more information on how we handle queries and complaints.
