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Glossary of Dispatch Cancel Reasons


Dispatch deliveries could be cancelled by the customer, DSP, or Olo for various reasons. The cancellation reason can be found in the Order Details in Dashboard. This glossary explains the reasons a delivery has been canceled.

 

Canceled by Customer Reasons

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 Delivery Service Provider Reasons

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.
DspOtherReason A DSP reason other than what has been defined.

 

Canceled by Olo Reasons

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 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.

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