If an order is in progress and a courier hasn't already been dispatched, use Restaurant Dashboard to notify the customer that there's an issue with their special request:
To notify the customer:
1. Tap the order
2. Select "Help"
3. Select "Reply to customer instructions"
4. Enter the reason you're unable to fulfill the request
5. Tap "Send" to notify the customer to update their order (They'll have 10 minutes to respond before their order is canceled automatically)
NOTE: You may not see the option to notify your customer depending on how they placed their order or if a courier has already been dispatched. If you don't see the
"Reply to customer instructions" option, select "Contact the customer" instead.
For more on adjusting or cancelling an order, follow the links below: