A Dispatch delivery could be canceled by the customer, Delivery Service Provider (DSP), or Olo. When a delivery is canceled, the order itself is not canceled and the store will want to take measures to assign a new driver or notify the customer if their delivery cannot be fulfilled.
Additionally, the store may cancel a delivery if the customer no longer wants the order delivered.
What should I do if a delivery is canceled?
How will the store be notified of delivery cancelations?
Store managers receive this notification via email. To set up an address to receive delivery cancelation emails:
- Select Dispatch > Dispatch Settings Management on the Dashboard
- Choose a specific store if you have access to more than one
- In the Cancel Notification Emails field, add addresses to receive email notifications of driver cancelations.
Why was the delivery canceled?
Below are cancelation reasons and their definitions. Cancelations can be triggered by the customer, DSP, or Olo Dispatch.
|Canceled by Customer|
|CustomerCanceled||Customer has requested to cancel because they no longer want the order.|
|CustomerChangedOrder||Customer has revised their order contents and a new order is created. For example, the customer has revised their order from delivery to pickup, etc.|
|CustomerOtherReason||A customer reason other than what has been defined.|
|DriverMissedPickup||The store location is canceling because the driver is delayed in arriving to pickup the order for delivery.|
|UnabletoFulfull||The store location is unable to make or fulfill the order (e.g. out of stock, emergency shutdown of store for the day, etc.).|
|MissedDropoffTime||Customer cancels because the delivery is delayed and still has not arrived.|
|VendorOtherReason||VendorOtherReason A store location reason other than what has been defined.|
|Canceled by DSP|
|PickupNotReady||The driver has arrived but the store location is not ready for the driver to pickup the order.|
|DestinationUnreachable||The driver is unable to reach the customer to complete the delivery.|
|PackageContents||The driver is able to reach the customer, but the customer has refused acceptance of the delivery. There were missing or wrong items in the delivery package.|
|PackageDamage||The driver is able to reach the customer, but the customer has refused acceptance of the delivery. For example, the delivery package was damaged by the time it arrived to the customer destination.|
|IncompatibleDeliveryMode||For example, the driver's delivery mode is "bike" but the driver arrives for pickup and realizes that the order is too large to be transported by bike.|
|DriverFailure||Driver has the order but their delivery mode has failed (e.g. car mechanical issues, bike tire is flat, car accident, etc.).|
|ServiceOverCommitted||The DSP has accepted the delivery request but now does not have sufficient drivers to assign to the delivery.|
A DSP reason other than what has been defined.
|StoreUnreachable||The store is operational but the driver is unable to reach the store to pickup the delivery.|
|StoreInvalid||The store is not eligible to be serviced by the DSP.|
|StoreClosed||DSP cancels the delivery because the store is closed on arrival.|
|DuplicateDelivery||DSP cancels the delivery because it is a duplicate entry.|
|AutonomousDeliveryNotPermitted||Consumer opts out of Autonomous Delivery.|
|Canceled by Olo|
|SchedulingFailure||Dispatch accepted a quote for the future that could not be fulfilled at the needed time.|
|SystemFailure||Order processing failures, such as: POS transmission failures, payment gateway failures, etc.|
|UnableToCreateDelivery||Dispatch could not finalize the delivery with the DSP. Possible reasons include timeouts, long response times, or other validation criteria set up by the DSP.|