Note: Cancelling a delivery will not refund the customer's order. The Dashboard User will need to use the Refund Order button or Adjust Subtotal task in the Order Details to refund the customer.
Steps to Cancel a Delivery
- Within the Olo Dashboard, navigate to the specific Dispatch order you'd like to update
- Under Other Actions, choose Cancel Delivery from the dropdown
- [Cancel Delivery] button
When using this button for Dispatch orders, the Dashboard will attempt to make a delivery cancellation request to the delivery service provider (DSP). The Dashboard will inform the user if the DSP was able to successfully cancel the delivery or if the request was rejected. Depending on the DSP and where the driver is at in the delivery route, a cancellation penalty may be charged to the store.
There may be circumstances where your delivery cancellation request gets rejected by the DSP. Generally, this means that the delivery has progressed too far to be able to cancel. If your request is rejected, you will receive the following error message: