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Cancellations should be a last resort. Every cancellation affects your acceptance rate score, and some carry heavier penalties than others. Only cancel if you genuinely cannot complete the delivery.

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How to Cancel

  1. Tap the red ✖ (Cancel) button on the left side of the navigation screen.
  2. A cancellation panel slides up from the bottom.
  3. Select a reason, optionally add a comment, then tap Cancel Delivery.
The Cancel Delivery button stays greyed out until you’ve selected a valid reason. Some reasons require additional steps (like uploading a photo) before the button activates.

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Cancellation Reasons

The available reasons depend on which stage of the delivery you’re at.

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Stage 1 — At or En Route to Pickup

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Stage 2 — En Route to or At Drop-off

If you’re en route to drop-off, a note at the top of the cancellation screen will advise you to contact Customer Support instead. You can tap Contact Support to open a live chat and resolve the issue without a formal cancellation where possible.

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Uploading Photo Proof

Some cancellation reasons require a photo before the Cancel Delivery button activates:
  1. After selecting a qualifying reason (e.g., “Can’t find customer”), a Photo Proof section appears.
  2. Tap Attach File and take a photo (e.g., a photo of the customer’s door showing no one is home, or your vehicle if there’s a mechanical issue).
  3. Tap Confirm & Upload to upload the photo.
  4. Once uploaded, the Cancel Delivery button activates.
You can tap Reupload if the first photo wasn’t clear enough.

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Penalty Guide

Giving a reason is always cheaper than not giving one — but only the two Stage 1 reasons below are ever free. Everything else, including a disclosed reason with photo proof at Stage 2, still costs points. The only way to avoid a penalty entirely is a validated excessive wait or a closed restaurant, both at Stage 1.

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Additional Comments

You can type notes in the Additional Comments field for any cancellation. This is optional but helps our support team understand what happened, especially for unusual situations.

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After Cancellation

Once you confirm the cancellation, the app:
  1. Updates the order status to Cancelled.
  2. Records the cancellation reason and any uploaded photo.
  3. Attempts to reassign the order to another driver (for Stage 1 cancellations).
  4. Sends you to a loading screen and then back to the Driver Mode lobby.
If the customer is eligible for a refund, it’s processed automatically — you don’t need to do anything.