Handle on-hold, not-delivered and cancelled orders
What each status means, where to find the rider's reason, and how to cancel an order that has not left your shop.
3 min readUpdated Outlet owners
Not every delivery goes smoothly. A customer is not home, the address is wrong, or the order is not ready. Here is what the outlet portal shows you in each case and what you can do.
What each status means#
On hold: the rider marked this order as on hold. You see it on the Live tab. Open the order and press Call rider to find out why.
Undelivered: the rider could not deliver. Open the order and read Rider reason. If the rider gave no reason, it says "Reason not recorded".
Cancelled: the order was cancelled from your outlet portal, and the reason you chose is saved.
Cancel an order that has not left#
Step 1: Open the order
Go to Orders and click the order. The Cancel order button appears only while the order is Pending or Assigned.
Step 2: Press Cancel order and choose a reason
The box asks "Cancel this order?" and says this cannot be undone. Choose one reason: Customer requested to cancel, Wrong address or contact details, Duplicate order, Items unavailable - Items not ready or Other.
Step 3: Press Confirm cancel
The order becomes Cancelled. Press Keep order if you change your mind.
Trying again after an undelivered order#
The portal shows the status and the rider's reason, but it has no button to resend an undelivered order. To try again, create a new order for the same customer. If the reason was a wrong address, fix the saved address first. Learn about saved addresses.
If the reason keeps being "customer not available", send the tracking link earlier so the customer knows when to be home. See how.
Can I cancel after the rider has picked up the order?
Not from the outlet portal. The Cancel order button is there only for Pending and Assigned orders. Call the rider instead.
How do I call the rider?
Open the order and press Call rider. It shows for live orders.
Where is the reason I selected saved?
It is stored with the order, so your records show why it was cancelled.
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