Customer self-service order modification/cancellation

Purpose

1. Enable customers to modify or cancel their Afghan cuisine orders autonomously via digital channels.

2. Reduce front-of-house workload, minimize errors, and enhance the customer experience.

3. Integrate real-time updates with the restaurant’s POS, kitchen system, and customer notifications.

4. Ensure order modification/cancellation adheres to restaurant policies and cut-off times.

Trigger Conditions

1. Customer initiates through web portal, mobile app, SMS, email, chat, or phone IVR.

2. System verifies order eligibility (within allowed timeframe) and authenticates customer.

3. Triggered by inbound third-party channel webhook, scheduled cron, or POS event.

Platform Variants

1. Twilio SMS

• Feature: Messaging API configured for two-way SMS.
  
• Sample: Set up webhook endpoint for incoming modification keywords ("MODIFY", "CANCEL").
  

2. SendGrid

• Feature: Inbound Parse Webhook for email-based order changes.
  
• Sample: Configure endpoint to receive and parse emails with subject line "Modify Order".
  

3. WhatsApp Business API

• Feature: Message Templates with order management options.
  
• Sample: Program templates allowing users to reply with actions (“Change”, “Cancel”).
  

4. Facebook Messenger

• Feature: Messenger Webhooks for bot-based order handling.
  
• Sample: Set persistent menu to include “Modify Order” and “Cancel Order” actions.
  

5. Slack

• Feature: Slash Commands and Interactive Buttons.
  
• Sample: /order-modify triggers workflow to fetch and update orders.
  

6. Microsoft Teams

• Feature: Adaptive Cards with actionable buttons for order management.
  
• Sample: Configure bot to respond to “Modify My Afghan Order” command.
  

7. Google Dialogflow

• Feature: Fulfillment Webhook for conversational flow.
  
• Sample: Intent “Order Modification” routes parameters to backend API.
  

8. Shopify

• Feature: Order Update API.
  
• Sample: Expose customer account page with “modify order” integration.
  

9. Square

• Feature: Orders API for order changes.
  
• Sample: Configure webhook to listen for update requests and apply changes.
  

10. Toast POS

• Feature: Partner Connect API.
  
• Sample: Receive modification events via webhook, trigger updates on POS.
  

11. Olo

• Feature: Modify Order API.
  
• Sample: Web-based UI allowing authenticated customer modifications.
  

12. Upserve

• Feature: API endpoint for editing live orders.
  
• Sample: Customer web portal requests mapped to correct order via API.
  

13. Salesforce

• Feature: Omni-Channel API and Service Cloud Flows.
  
• Sample: Connect customer support chatbot for self-service order modifications.
  

14. Zendesk

• Feature: Ticket Automation and Triggers.
  
• Sample: Create ticket on customer email, auto-execute order change if conditions met.
  

15. Intercom

• Feature: Custom Bot Flows and Webhooks.
  
• Sample: Customer selects “Change Order” in messenger, triggers backend API.
  

16. HubSpot

• Feature: Workflow Automation and Custom Properties.
  
• Sample: Customer request via form routes to order API for real-time updates.
  

17. WooCommerce

• Feature: REST API order update.
  
• Sample: Customer account plugin for modify/cancel order request, synced via REST call.
  

18. Oracle MICROS

• Feature: Extensible Web Services (XWS).
  
• Sample: Programmatic triggers for order management exposed to customer web UI.
  

19. Revel Systems

• Feature: Order Modification API.
  
• Sample: Customer mobile app tied to this API for updates/cancellations.
  

20. Zapier

• Feature: Email Parser and Webhooks integration.
  
• Sample: Parse customer request, relay to POS order API for execution.
  

Benefits

1. Lower staff workload and operational costs by reducing manual intervention.

2. Enhanced customer autonomy, satisfaction, and trust.

3. Decreased error rate from manual input, ensuring accurate kitchen and inventory sync.

4. Real-time updates minimize confusion, increasing repeat business and streamlined service.