Time limits: cancel stuck orders and tell the customer who to call
Set the longest an order may wait in the kitchen or on the road, add a manager number, and get one reminder when orders pile up.
3 min read
Orderista → Settings → Time limits and escalation. Everything here is off until you switch it on.
1 · Add a real manager number first
When an order runs out of time, the customer gets a message: their order was cancelled and they should call this number. Use a number a manager really answers. Time limits can't be switched on without it.
2 · Pick the limits
- Longest time before it's ready — for orders still New, Accepted or Preparing. Up to 12 hours.
- Longest time until delivered — for orders on the way. Up to 20 hours.
- Both count from when the customer placed the order, so the cancellation always reaches them inside WhatsApp's 24-hour window and they can still reply.
When a limit passes, the order moves to Cancelled, the customer gets the message with your number, and your team gets an “Order expired” notification. Your AI agent gives the same number if the customer asks about that order later.
3 · One reminder when orders pile up
Pick how many orders waiting in New should trigger a reminder (5 by default). You get one “Orders waiting” notification for the whole queue, at most every 30 minutes — never one notice per order.
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