Order Cancelled After Pickup Time
There will be times when orders are cancelled after the pickup time AND THE DRIVER IS ON SITE or the driver is told to move on from a pickup and we will need to compensate the driver for their attempt. The situations where we are able to compensate the drivers for cancellation after the pickup will fall into one of the categories below.
No Record or Restaurant Cannot Prepare
If there is no record of the order and the client is unable to reach the restaurant to confirm, or the client reaches the restaurant and they are unable to prepare the order the driver will be paid in full for the attempt.
- If the order status in the dashboard is active, run the cancel command and this will trigger full payment for the order
- An API Cancellation at this point will trigger full payment for the driver automatically
- The pickup task status will change to canceled and the delivery successful. Base fee and tip will show the original amount and Canceled at Pickup will be added in the adjustment notes.
- The driver will receive the following SMS “Your order at (pickup) was canceled, but a payment in the amount of $x.xx has been added to your account”
Order Is Not Ready and the Driver Cannot Wait
If the driver arrives at the restaurant and the order is not prepared, we cannot require them to wait. If they choose NOT to wait for the order to be finished the driver will receive a $15 pickup attempt fee via the pickup attempt command.
- If the driver is no longer able to wait and has to move on from the pickup after waiting for 15 + minutes they will receive the pickup attempt fee plus wait time.
Another Service or Driver Picked Up the Order
If the driver arrives on time to the pickup and the restaurant says the order was already picked up by another driver or service, reach out to the client to confirm.
- If the client confirms that the driver can move on or they are unable to reach the restaurant to have the order remade, they will receive full compensation for the order.
- Run the cancel command to trigger full payment
- if the order is cancelled via API at this time, full payment will be triggered automatically
- The pickup task status will change to canceled and the delivery successful. Base fee and tip will show the original amount and Canceled at Pickup will be added in the adjustment notes.
- The driver will receive the following SMS “Your order at (pickup) was canceled, but a payment in the amount of $x.xx has been added to your account”
- If the driver is able to reach the restaurant and they will remake the order refer to wait time processes.
Order Has Already Been Delivered by the Restaurant
If the driver arrives late to the restaurant due to a previous dlivrd order, or they are saving a bail, and the order has already been picked up by the customer or delivered by the restaurant the driver will be eligible for a $15 pickup attempt fee via command and the original order should be cancelled.