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How to Create Reasons

Reasons are preset options staff choose when they take actions on an order, such as canceling, voiding, or recalling it. Setting up reasons helps your team give consistent explanations for these actions, which improves reporting and accountability

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Written by Zachary Marble

1. Types of Reasons

Okya supports five types of reasons, each used for a different order action:

Type

When it is used on the POS

Cancellation Reasons

When cancelling an unpaid order.

Recall Reasons

When recalling a completed order back to the active queue.

Refund Reasons

When issuing a refund for a paid order.

Void Reasons

When voiding a paid order.

Waste Reasons

When recording wasted stock or products.

2. Accessing Reasons

All reason types are managed under Settings in the Okya Admin Panel.

  1. Log in to the Okya Admin Panel.

  2. In the left sidebar, click Settings to expand the section.

  3. Click the reason type you want to manage (for example, Cancellation Reasons).

  4. The list page shows all existing reasons of that type.

3. Creating a New Reason

The steps are the same for all five reason types.

  1. On the reason list page, click the New button in the top-right corner.

  2. The reason form opens. Fill in the following fields:

Field

Required

Description

Name

Yes

The reason text that staff will see when selecting a reason on the POS (for example, "Customer changed mind"). Supports multiple languages.

Code

Yes

A short unique identifier for this reason (for example, customer_changed_mind). Must be unique within the same reason type.

Description

No

An internal note explaining when this reason should be used. Not shown on the POS.

Enabled

No

Toggle on to make this reason available for use. Toggle off to disable it without deleting.

Visible

No

Toggle on to show this reason on the POS. Toggle off to hide it from staff.

  1. Click Save.

4. Editing a Reason

  1. On the reason list page, click on the reason you want to edit.

  2. Update the fields as needed.

  3. Click Save.

5. Deleting a Reason

  1. Click on the reason you want to remove.

  2. Click the More Actions menu and select Delete.

  3. The reason is removed from the list and will no longer appear on the POS.

Tips

  • Set up your reasons before opening your first store so that staff have options to choose from on the POS from day one.

  • Use clear, simple names that staff can quickly understand (for example, "Wrong item ordered" instead of "OE-001").

  • Disable a reason instead of deleting it if you may need it again later. Disabled reasons are preserved for historical reporting.

  • The Code cannot be changed after creation if it is already referenced in existing orders. Choose meaningful codes from the start.

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