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Report an ordering mistake
Iana Lebourdais avatar
Written by Iana Lebourdais
Updated over a month ago

In this article, you can find the steps to report an ordering mistake on Choco.

As a rule of thumb, we recommend using the Delivery check feature whenever you receive an order. This is the quickest way to inform us and your supplier of an ordering mistake.


How to report an ordering mistake by contacting us through the customer support chat

If you need assistance from our customer support with reaching out to your supplier, here’s what to do:

The fastest way to contact our customer support about an ordering mistake is through the chat on the Choco mobile app. To do this, select the question mark option at the top of your home screen:

  • If you have multiple restaurants on Choco, the question mark is at the top of your Business locations page

  • If you don’t have multiple restaurants on Choco, the question mark is at the top of your Suppliers page



What to do when you cannot access the customer support chat

When you cannot find the customer support chat on your app, try to close and reopen Choco. When the problem persists, reach out to our customer support service by clicking the button below.

Available Support Channels

You can reach out to us via live chat - available in the mobile Choco App and Choco Web - or email.

Region / Channel

Live Chat

Email

Germany

Choco Webtool / App

France

Choco Webtool / App

UKI

Choco Webtool / App

USA

Choco Webtool / App

Spain

Choco Webtool / App

Coverage: Support Office Hours

We'll get back to you in a few minutes during our office hours. These are the following:

Region / Channel

Monday - Friday

Weekends & Bank Holidays

Germany

9am - 6pm (CET)

No coverage

France

9am - 6pm (CET)

No coverage

UKI

8am - 11pm (GMT)

No coverage

USA

2am - 5pm (CST)

No coverage

Spain

9am - 6pm (CET)

No coverage


What to include in your message to help us solve your technical issue more quickly

To help us speed up the resolution of an ordering mistake, you can include the following details in your message:

  • Order ID

    • Open the chat with the supplier → select the order card → find the alphanumeric code under Order ID

  • Product names and quantities missing from your order

  • Latest day and time you can receive the missing products

Our team will get back to you as soon as possible!

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