If a parent reports that they cannot change or cancel an order, there are a few likely reasons — most of which can be diagnosed directly by you as an admin. Here’s how to handle it step by step.
Option 1: The deadline has passed
The most common reason parents cannot change their order is that the daily deadline has already passed.
For Glanmore, the deadline is typically 14:00 noon, Thursday the week before delivery.
After this time:
Parents cannot change or cancel orders in the app
The date will appear greyed out or locked
Only admins can make changes manually via the admin system
Option 2: Check if the order actually exists
Before escalating the issue, always start by checking if the child has an active order placed for the day in question.
How to check:
Log in to admin.kanpla.io
Go to the Overview in the left-sided panel
Use the filters to narrow the search of the order:
Date
Module
Location
Now use the Search bar to search for the name of the child whos order cannot be changed
Check if an order is listed for the day the parent is referring to
If no order is found:
Inform the parent that no order was placed for that day — this is why they are unable to change it.
Option 3: If an order is found, but the parent still can’t see or edit It
Sometimes, the parent may have successfully placed an order, but it didn’t go through to the Coghead (Glanmore) system.
This can happen if there’s a sync issue or delay.
What to do:
Confirm that the order appears as active in Kanpla
Then, contact Kanpla Support to investigate if the order failed to transfer to Coghead
📩 Contact: [email protected]
Include: user email, child name, date, and location
Need help? Contact Kanpla Support — we’re here to assist!