A customer requests to change an item after it was placed. What should you do?

• A. Check policy, see if modification is possible, adjust the ticket, and confirm the change with the customer.
• B. Deny any changes after placement.
• C. Cancel the order and restart.
• D. Charge a change fee without notifying.

Answer: (A)

When a customer asks to modify an order after it’s placed, the main thing to do is determine what the store policy allows and communicate clearly. Start by checking what changes are permitted and within what time frame. If a modification is possible, update the order in the system (the ticket) to reflect the new item or details, then confirm the change with the customer to ensure both of you are on the same page. This keeps the order accurate, helps the kitchen prepare the right items, and builds trust through transparent service.

Denying changes right away can leave the customer frustrated. Canceling and restarting the order wastes time and resources, and charging a change fee without notification undermines trust and policy.