Handling special comments in delivery orders

Special comments are becoming increasingly frequent in deliveries. Customers use the “comment” field to personalize their order, indicate allergies, or provide instructions.

Classify the comments into 3 levels of criticality. Level 1 (Critical): allergies, intolerances. Level 2 (Important): recipe modifications (without sauce, without onion). Level 3 (Preference): “well done,” “sauce on the side.”

Allergies must be treated with the utmost care. If a comment mentions an allergy, check EVERY ingredient and, if in doubt, contact the client via the platform before preparing.

Recipe changes must be clearly communicated to the kitchen. Print the ticket with the modifications highlighted or use a color code on the KDS screen.

Preferences are an extra effort that generates loyalty. A customer who asks for “well done” and receives their steak well done feels heard and appreciated.

If a request cannot be fulfilled (“gluten-free” for a classic pizza), it’s better to cancel the order with an explanatory message than to deliver an unsuitable dish.