A customer says my truck info is wrong — how to fix

A customer just told you something on Trucked Up doesn't match reality. This article is a quick triage flow — figure out what they're seeing, where the data comes from, and where to fix it.

The triage flow

When you get a complaint, ask yourself two questions:

1. What part of my truck page were they looking at? (Header, photos, description, schedule, menu, reviews)
2. What's actually wrong? (Outdated, missing, incorrect, misleading)

Then jump to the matching section below.

Wrong truck name, cuisine, or description

Where it lives: Your Edit Profile page.

Fix: Go to truckedup.food/owner/profile (web) or My Truck → Profile (iOS). Update the field, Save. Changes appear on the public page within seconds.

If the description is in Spanish and looks awkward (the auto-translation got something off), switch to the Spanish field and edit by hand. The web editor is the easier place to do this. See Editing your truck profile.

Wrong logo or photos

Where it lives: Edit Profile → Logo (top of page), and Photos & Videos (bottom of page).

Fix: Replace by uploading a new file. Customer's view updates within seconds (sometimes a minute, due to CDN caching). If they're still seeing the old photo, ask them to refresh — their browser may have cached the old image.

For uploading, see Uploading your logo, photos, and videos.

Wrong location, address, or pin

Where it lives: Your Schedule (specifically the affected stop's Address field).

This has its own troubleshooting article — see My location isn't showing up correctly.

Missing or wrong upcoming stop

Where it lives: Schedule.

Diagnostic:

• You forgot to add it. → Add it. See Adding a stop.
• You added it but it's not showing. → Check the stop's date and end-time are in the future, and the address resolved (a stop with no resolved address may not show on the map).
• The recurring stop isn't appearing this week. → Check the day-of-week chips in the recurring stop's settings. See Recurring vs one-off stops.

Wrong hours

Trucked Up doesn't have a "hours of operation" field. Customers see your schedule stops as the source of truth for when you're open. If a customer thinks you should be open on a day you have no scheduled stop, the cleanest answer is "I don't have a stop scheduled for today — I'll add one if I'm working tomorrow."

If you regularly work the same days/times but they aren't on your schedule, you're under-utilizing the platform. Add recurring stops for your standing spots. See Recurring vs one-off stops.

Wrong menu item or price

Where it lives: Your menu (managed in the Owner Dashboard under Menu).

Menu management has its own area in the Orders section (coming soon as a separate article). For now: open My Truck → Menu (web or iOS), find the item, edit it, save. Changes apply to new orders immediately. In-flight orders are not retroactively re-priced — a customer who already placed an order at the old price stays at that price.

If a customer is upset about the price they were charged on a past order vs. what's currently shown, that means you edited the menu after they ordered. The price they paid was the price at order time. If you want to adjust their charge, Cancel + refund the order and ask them to re-order at the corrected price (or use the partial-refund email path).

Wrong contact info (phone, email, social)

Where it lives: Edit Profile, in the Contact section.

Fix: Update Phone, Contact email, Website, Instagram, TikTok, or Facebook in the editor and save. Note that the Contact email is what shows on your public page — it can be different from your sign-in email (which customers don't see).

Wrong review on my page

Reviews are written by customers and aren't editable by owners. A few things you can do:

• Reply to the review to give your side of the story (customer can read your reply on the public page). See Reviews (article coming soon).
• Report an abusive review to us via info@truckedup.food. We'll evaluate against our content guidelines and remove if it violates them.
• Don't ask the customer to delete the review to avoid disputes — that's a path that often makes things worse.

A handful of mediocre reviews surrounded by good ones is normal and even healthy — it makes the good reviews more credible.

Customer says they ordered but I never got the order

Where it lives: Order queue (and your push notifications).

This usually means one of:

• You missed the push notification. Check the queue — the order is probably sitting in Submitted waiting for you. See I'm not receiving push notifications.
• The customer's order failed at payment. They may have intent to order but didn't complete checkout. They'd see this on their end as "payment failed" — ask them to try again.
• The customer ordered from a different truck with a similar name. Especially common in markets with multiple lookalikes. Have them confirm the truck name on their order matches yours.

Customer says they didn't get a confirmation / push

That's on the customer side, not yours. Most causes:

• They ordered as a guest and didn't check the email for confirmation.
• They have notifications disabled in iOS for the Trucked Up app.
• The email landed in spam.

Tell them to check their inbox/spam, and if they can't find it, they can sign in to the Trucked Up app and view active orders under My Orders.

When the data is genuinely wrong on our side

Sometimes the issue isn't anything you control — a backend bug, a stale cache, a CDN delay. If you've checked your settings and the customer is genuinely seeing wrong data on their device:

• Take a screenshot of what the customer saw, if they can share one.
• Email us with the screenshot, the customer's account email (if they're signed in), and the timestamp.
• We can investigate from server logs and confirm whether the data was right when the customer fetched it.

Common questions

A customer is seeing data from days ago even though I updated it. Almost always a browser cache or CDN cache issue. Ask them to:

1. Pull down on the page to refresh (web on phone) or hit Refresh (web on laptop).
2. If that doesn't fix it, fully close and reopen the iOS app.
3. As a last resort: clear browser cache.

If the issue is the page they directly bookmarked showing stale, that's CDN — give it 2-3 minutes after your edit.

A customer says my page won't load at all. Likely on the customer side — connectivity, app version, or a transient issue. Have them try:

1. Restart the app.
2. Confirm they're on Wi-Fi or cellular.
3. Update the app from the App Store if they haven't recently.

If multiple customers report it on the same day, email us and we'll investigate.

The customer's complaint isn't really about wrong info — it's about service or food quality. Service complaints are a real-life issue between you and the customer. Trucked Up doesn't mediate those; we just host the platform. Listen, apologize where appropriate, offer a refund if you think it's warranted (see Cancelling or refunding a pickup order).

Still stuck?

Email info@truckedup.food.