Order rules: changes, cancelling and late orders

Chat orders → Autopilot → Order rules holds three settings. They work for any product — food, clothes, made-to-order or services — because they are about time, not about what you sell.

• Changes allowed for — how long after ordering the customer may change their order through the AI (default 10 minutes). After that the AI sends the change to your team instead of changing it.
• The AI may cancel — until the order ships (default), or only within the change time. A paid order is never cancelled by the AI: it comes to you for the refund.
• How long until it reaches the customer — your promise: how long an order normally takes from the moment it's placed until the customer has it in hand (default 48 hours). Food: a few hours. Shipped goods: 2–3 days.

Example: set it to 2 days. An order placed Monday at 10 am that isn't delivered by Wednesday at 10 am becomes late. Every setting in Autopilot has a “What does this mean?” button with a short example like this one.

Late orders

Once an open order passes its usual time, it is late. If the customer asks about it, the AI apologises and says it is taking longer — it never repeats “still preparing” — and alerts your team as urgent. Even if the customer never writes, you get a “late order” notice so you can act first.