A customer order went wrong

When one customer's order has a problem, the fastest path depends on what kind of problem it is.

Send us the order number

Every order has an Olo order number. It is on the customer's confirmation email and in your Olo dashboard. With it, we can see exactly what was submitted, when, and from which surface. Without it, we are guessing.

Common cases

• Order never reached the store. Send the order number and the time it was placed. We will trace whether it left Veya and reached Olo.
• Customer was charged but has no order. Send the order number or the customer's email and the approximate charge time. Payment issues usually sit with Olo Pay or your payment provider, and we will coordinate with them.
• Wrong items, missing modifiers, or wrong price. Tell us what the customer picked and what the store received. If the menu in Olo is correct and the order is wrong, that is likely a Veya issue and we will treat it as a bug.
• Customer wants a refund. Refunds are issued from your Olo dashboard or POS, not from Veya. If you need help finding the order, send us the details.

What we cannot do

Veya does not hold customer payment details and cannot issue refunds or edit orders after they are placed. We can tell you exactly what happened and help you fix the cause.