If you've noticed your store showing as closed on Chowdeck and you're not sure why, this article explains the most common reasons a store gets closed and what to do to get it reopened.
Why was my store closed?
Our team may close a store for a few different reasons, usually to protect the experience for customers and riders. The most common reasons include:
1. Registration or verification issues
If there's a problem with your business registration details (for example, an invalid or mismatched CAC/RC number), your store may be paused until updated, correct documents are submitted.
2. Menu compliance issues
If your menu doesn't meet our content quality standards, your store may be closed until this is corrected. This includes things like
Missing or removed packaging (packs) information on menu items
Menu item descriptions or images that don't accurately reflect what's actually offered
Incorrect spelling or unclear item names
Low-quality, blurry, or unclear menu item images
This helps make sure customers know exactly what they're ordering and that orders are packaged properly and consistently.
3. Riders can't find or access your store
If riders repeatedly report being unable to locate your store, or your outlet address is incorrect, your store may be closed until your location or store details are corrected.
4. Unreachable contact information
If your registered phone number is consistently unreachable and we're unable to get in touch with you (for example, to resolve an order issue), your store may be closed until you provide an active, reachable number.
5. Repeated order cancellations or operational issues
If your store has a pattern of cancelled orders — due to being unreachable, out-of-stock items, or similar issues — we may close it temporarily while we look into what's happening.
6. Vendor request or unavailability
Sometimes a store is closed at the vendor's own request (for example, if you're briefly unavailable or unwell). In this case, simply reach out to us whenever you're ready to resume, and we'll reopen it.
7. Policy or content violations
If content on your menu or profile doesn't meet our guidelines (for example, using someone else's photos or misrepresenting your business), your store may be closed while this is reviewed.
What to do if your store is closed
Check for any message from our team on Intercom or via email — we always try to explain the reason and what's needed to reopen.
If you're not sure why your store was closed, reach out to Chowdeck support with your store name or ID so we can look into it and let you know.
Once the issue is resolved on your end (e.g. updated documents, corrected address, or an active phone number), let us know and we'll review and reopen your store.
Frequently Asked Questions
How long does it take to reopen my store once the issue is fixed?
Once you've resolved the issue and confirmed with our support team, your store is typically reopened shortly after we've verified the fix.
Will I lose my ranking or reviews if my store is closed?
No. Your store's ranking, reviews, and history are not affected while your store is closed.
Can I still receive payouts while my store is closed?
Yes. Any completed orders before your store was closed will be paid out as normal. A closed store simply means you can't receive new orders until it's reopened.
Why does my store say it's closed when my opening hours say I should be open?
This usually means the store was closed manually by our team for one of the reasons above, rather than by your set opening hours. Reach out to support with your store name to confirm the reason.
What if I disagree with why my store was closed?
Reach out to Chowdeck support at [email protected] with your store name and any context you'd like us to consider. Our team will review and get back to you.