How to Handle Failed Deliveries
Last updated August 28, 2025
What Causes Delivery Failures?
Delivery failures can occur due to:
- Difficulty locating the dropoff address
- Unavailable recipient
- Access restrictions (e.g., gated communities)
- Unforeseen issues (e.g., vehicle problems, package damage)
Why did it get cancelled after the driver arrived at the merchant?
- Typically this happens due to 1 of 2 reasons
- the driver waited longer than 10 minutes for the order to be prepared
- the restaurant chose not to prepare the order (out of items, etc)
- Learn more about refund requests here
Reordering Failed Deliveries
- If the customer still wants the order and the merchant is willing to remake it, OR the order is still sitting in the restaurant, you can click the "Reorder" button in Order Details
- Request a refund for the original order using the "Refund" button in Order Details
Best Practices
- Monitor Failed Deliveries: Act quickly to resolve issues or reassign.
- Set Up Alerts: Enable email or SMS notifications for failed deliveries.
- Provide Clear Instructions: Ensure accurate delivery details to minimize failures.
By following these steps, you can reduce delivery failures and improve overall delivery success rates.
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