Here’s a list of FAQs your users may inquire about when using Order Ahead at one of your outlets.

What is the Order Ahead function?

Order Ahead is a feature that is available on the Yoyo Wallet app.

It enables you to pre-order and pre-pay for items. 

You can skip the queue and simply collect your order in-store when it's ready.

Where and when is Order Ahead available?
The Order Ahead feature is only available at selected retailer/venues. 

To find out if Order Ahead is available at your retailer(s), look for the Order Ahead icon.

This is located at the top-right hand corner of the home screen.

The Order Ahead function will only be available during the venue/retailer's hours of business.

How do I use Order Ahead?
To start using Order Ahead, just click on the Order Ahead icon in the top-right hand corner of the home screen and select your venue. 

This will bring up a menu, where you can select your items. 

Once you have finalised your order, just click Place Order and the payment card linked to your Yoyo app will be automatically charged.

How do I know if my order has been accepted?
Once your order has been accepted you will receive an in-app notification and an email confirmation. 

Please ensure you have enabled push notifications and have enough connectivity to receive push notifications and email confirmations.

How will I know if my order is ready?
You will receive a push notification and an email confirmation once your order is ready for collection. 

This will contain the confirmation code, which you will need to show the server at the collection area, as well as the time for collection. 

Please ensure you have enabled push notifications and have enough connectivity to receive push notifications and email confirmations.

Why was my order declined?
This may happen if your payment is declined. You will see an error message on your screen (this will appear as 'Customer bank or Yoyo declined payment') and you will receive an email from us. 

Please make sure the payment card that is linked in the app is valid or has enough funds.

How do I cancel my order?

If the order has already been accepted by the venue, you will not be able to cancel your order. 

In this case, please contact the venue for further help and information.

Cancelling your order is at the discretion of the venue. 

The venue's contact details can be found at the bottom of the order accepted email.

My order was cancelled by the venue. How do I get a refund?
If your order is cancelled by the venue, you will need to go to the venue and present your Yoyo app at the till, where the till operator will be able to perform a manual refund directly through your Yoyo app. 

In the near future you will receive a refund to the payment card that has been linked to your Yoyo app - we'll bring this functionality to you as soon as possible.  

What if I can't collect my order?
If you are unable to collect your order for any reason then please contact the venue directly as they may be able to assist you. 

Order cancellation is at the discretion of the venue. 

The venue's contact details can be found at the bottom of the order accepted email.

How do I change my order?
Once your order has been confirmed by the venue you will be unable to amend it. 

For any order modification, you would need to get in touch with the venue as they may be able to help you. 

The venue's contact details can be found at the bottom of the order accepted email.

How can I use my vouchers for my order?
You will automatically collect Yoyo loyalty points and stamps when using Order Ahead, however you are unable to use your vouchers when placing your order.

What if my order is late?
If the order that you have placed is not ready for collection, you may receive a notification from the venue to let you know beforehand. 

For issues related to any delay in order please contact the venue. The venue's contact details can be found at the bottom of the order accepted email.

I am unhappy with my order

Our retailers try to ensure that every order you place is prepared as best as possible, however if you are unhappy with your order for any reason, please contact the venue directly to discuss this.

The venue's contact details can be found at the bottom of the order accepted email.

I did not receive any notifications from the venue
If you are unsure that your order has been properly placed, please contact the venue directly. 

The venue's contact details can be found at the bottom of the order accepted email.

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