If a customer reports that their order was missing one or more items, it’s important to resolve the situation quickly and clearly. While you won’t be able to re-deliver the missing product, you can issue a refund for the missing item and ask the customer to place a new order for it.
🧾 Step 1: Confirm the Missing Item
Before issuing a refund, verify the details with the customer:
Ask which specific item(s) were missing.
Double-check the original order in your dashboard to confirm that the product was included.
Review your packing process to ensure the item wasn’t accidentally left out.
✅ Pro Tip: A quick internal check helps prevent accidental double refunds or miscommunication with customers.
💳 Step 2: Refund the Missing Product (Stripe Merchants Only)
If you use Stripe for payment processing, you can refund the cost of the missing product directly through the SauceyDirect dashboard:
Go to Orders > Past Orders and open the relevant order.
Click Issue Refund in the bottom-left corner of the order screen.
Enter the refund amount and a brief reason (e.g., “Item missing from order”).
Click Refund and hold for three seconds to confirm.
Important: Refunds issued through Stripe exclude application fees (such as the delivery fee, tip, and compliance fee).
📧 If You Use a Different Payment Processor
If you are on a high-risk payment processor or need help issuing a refund, contact merchant-support@sauceydirect.com with the order ID and details. Our team will assist with the refund process.
📌 Step 3: Instruct the Customer to Place a New Order
Once you’ve refunded the missing item, let the customer know they can place a new order through your SauceyDirect menu if they’d still like to receive that product. Since re-delivery is not available, a new order is required for fulfillment.
✅ Best Practice: After resolving the situation, review your packing and fulfillment steps to help prevent similar issues in the future — double-checking each order before accepting it is the best way to avoid missing items.