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app.py

@@ -259,24 +259,40 @@ def detect_escalation(user_query: str) -> str:
 
 # Cancellation handler
 def handle_cancellation(user_query: str, raw_orders: str, order_status: str) -> str:
-    """Handle order cancellation requests based on order status"""
-    if "cancel" not in user_query.lower():
-        return ""
-
-    if order_status and order_status.lower() in ["delivered", "canceled"]:
+    """
+    Handles order cancellation logic based on order status.
+    Returns a customer-friendly message.
+    """
+    # CRITICAL FIX: Check if order_status is None first
+    if order_status is None or order_status == "":
+        return "⚠️ I couldn't retrieve the order status. Please ensure you have an active order and try again."
+    
+    # Now safe to call .lower()
+    status_lower = order_status.lower()
+    
+    if status_lower in ["delivered", "canceled"]:
+        return f"❌ Sorry, your order cannot be canceled as it is already **{order_status}**."
+    
+    elif status_lower in ["preparing food", "picked up"]:
         return (
-            f"Your order has already been {order_status.lower()}, "
-            "so cancellation is not possible. Thank you for understanding!"
+            f"⏳ Your order is currently **{order_status}**. "
+            "Unfortunately, we cannot cancel it at this stage. "
+            "Please contact our support team for urgent assistance."
         )
-
-    elif order_status.lower() in ["preparing food", "picked up"]:
+    
+    elif status_lower == "placed":
         return (
-            f"Present status of your order is : {order_status.lower()}. "
-            "Cancellation is not possible at this stage. Thank you for understanding!"
+            "✅ Your order has been successfully **canceled**! "
+            "Your refund will be processed within 5-7 business days. "
+            "We hope to serve you again soon! 🙏"
         )
-
+    
     else:
-        return "Your order cannot be canceled. We hope to serve you again!"
+        return (
+            f"🔍 Your order status is **{order_status}**. "
+            "Please contact our customer support for cancellation assistance."
+        )
+
 #________________________________________________________________________________________________________________________
 # --- TOOL 1: Order Query Tool ---
 def order_chatbot(input_string: str) -> str: