What Happens If a Customer Cancels or Doesn’t Show Up? A Guide for Sweeten Chefs
- tandumaine
- Jul 26
- 2 min read
As a microbakery owner, you put love, time, and ingredients into every bake. So what happens when a customer cancels last-minute or doesn’t show up for pick-up?
At Sweeten, we understand how frustrating and wasteful this can feel. This guide explains what to expect and how to handle no-shows and cancellations while protecting your microbakery.
In this article:
Sweeten’s Cancellation Policy
Customers can cancel an order any time before it is confirmed by the chef. If a customer cancels before confirmation, the order is canceled and no payment is processed.
Once you confirm an order, it’s considered a commitment. At that point, the customer cannot cancel through the app, and you are still eligible to be paid if they don’t pick it up.
Do I Still Get Paid If the Customer Doesn’t Show Up?
Yes. If you confirmed the order and prepared the food, and the customer does not show up within the pickup window, you are still eligible to receive full payment.
Make sure to mark the order as “Ready for Pickup” and keep a record (photo or timestamp) in case there’s ever a dispute. Our support team may request this to verify the no-show.
👉 Related: Pickup 101 – What to Expect as a Customer
Reduce Food Waste with Smart Practices
We know food waste hurts. Here are a few ways to minimize risk:
Confirm orders strategically: Wait until you’re ready to bake or close to the prep window before confirming.
Message customers a reminder: A quick nudge in-app can go a long way.
Offer same-day promos: If a customer cancels, consider posting a quick story or text blast for a flash sale.
👉 Pro tip: Learn how to get more orders on Sweeten
Communication is Key
If a customer is running late, we encourage chefs to reach out via Sweeten’s in-app messaging feature. Often, delays are simple misunderstandings. A quick message can save a perfectly good batch of cookies or sourdough loaf!
Need Help? Reach Out to Sweeten Support
If you experience a frequent no-show or unclear cancellation, our Sweeten Support team is here for you. We can help review the order history, issue reminders to customers, and support you with best practices for your microbakery.
Contact us anytime at support@eatsweeten.com
Best Practices for Your Microbakery
Confirm only when you’re ready to prep
Mark orders as “Ready for Pickup” in the app
Send friendly reminders near pickup windows
Let us know if a customer habitually cancels or ghosts
Keep Growing with Confidence
We built Sweeten to support local chefs and bakers like you. Our policies are designed to protect your time, talent, and kitchen. With clear communication and smart confirmations, you can keep growing your microbakery with peace of mind.
👉 Explore more chef tips in our Sweeten Chef Resource Center
