The shop wants to change my order — what now?
Everything on joyzii is made fresh in rounds, not picked off a shelf. An oven breaks, an ingredient runs out, something goes wrong halfway through — that genuinely happens in kitchens and workshops. A shop that tells you early instead of going quiet is doing the right thing. Nobody is in the wrong here.
There are only three things a shop can offer:
- A later time — a new time, with the reason in the shop's own words
- Something different — another item at the same price or less, never more; if it is cheaper, the difference comes back to you
- Part of it — as much as the shop can actually make, with a refund for the rest
You can agree, and the order carries on with the change. Or you can take a refund instead, and the order ends there with the amount owed back to you recorded straight away. Both are equally ordinary answers — you owe nobody an apology for either.
If you answer neither, the offer simply expires and your original order stands exactly as it was — same time, same item, same price. Silence is never taken as agreement, so if you were asleep, missed it, or just haven't decided, you have lost nothing.
An offer lasts 24 hours, and less than that when your original pickup time comes first — the question has to be settled before the moment the shop originally promised, or you could end up standing at a counter with nothing on it. The card always shows the exact time it expires.
A shop can only send one of these while your order is in one of these statuses — after you have paid, and before it reaches you:
- Paid
- Being made
- Ready
An unpaid order never gets one, because you can already end it yourself, which is simpler for both of you (see “Why can't I cancel my order?”).
You'll find the offer on your order page, at the top under the status, with the reason in the shop's own words, what changes, the amount coming back if any, and when it expires. We also drop a note into your chat with the shop, in case you don't have the order page open.
If you take the refund, the order shows Refund on the way — the chip you will actually see on it — and the refund is sent to the payment system automatically. Your order page shows where it is from there: paid by PromptPay, expect an email asking which bank account to return the money to (see “When do I get my refund?”).