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Dispatch Delivery Cancellations

To understand why a delivery was cancelled, please see our overview of Dispatch Cancel Reasons


What happens when a Dispatch delivery is cancelled?

A Dispatch delivery could be cancelled by either the store or a 3rd party Delivery Service Provider (DSP). When delivery is cancelled, the order itself is not cancelled. Therefore, the store will want to take measures to re-assign a new driver or notify the customer if their order's delivery can no longer be fulfilled.

The store may choose to cancel a delivery if the customer no longer wants the order delivered. Please follow the steps in our How to Cancel a Dispatch Delivery guide.

The DSP may choose to cancel a delivery if they can no longer fulfill the assignment at the desired pickup time. This could be due to various factors, such as driver shortage.


What should I do if a delivery is cancelled by the driver?

The store can manually re-assign a new driver or request a refund from the DSP.


How will the store be notified of a delivery cancellation?

Olo notifies the store of Dispatch delivery cancellations through email. Upon cancellation, the store will receive an email detailing the cancellation reason and order details.

Within Store Settings in Dashboard, there is a setting called Cancel Notification Emails. Please update the addresses here to receive email notifications of driver cancellations.






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