Cancellation Compensation

Cancellations

when and how we can pay for cancelled orders

Orders Cancelled Before Pickup Time

When the order is cancelled by the client (Pickup and delivery task marked cancelled via API) we potentially need to bill and still pay out the

DD depending on how close it is to the pickup time. Check the history in the order task to see timestamp of when it was cancelled compared

to pickup time. Make sure to confirm with the client that the order is in fact cancelled.

If more than one hour before the pickup…

●If an order is cancelled more than one hour before the pickup time we cannot
bill or compensate with a cancellation fee.

○1+ hours is considered enough notice that the driver will not have started the task inthe app or
left to retrieve the order.

○Ex. Driver A reaches out at 9am that they received a notification that their lunch order with an
11am pickup time has cancelled. They ask if they will still be compensated for the order.

■Response- Let the driver know that we appreciate them accepting the order however it
appears to have been cancelled by the client. Let them know we can only compensate
with a cancellation fee if it is under one hour from the pickup time

If under one hour from the pickup time…

●If the Driver HAS NOT arrived at the
restaurant we bill the fee and pay the DD a
$15 cancellation fee using an adjustment
form.

●If the Driver IS ON LOCATION at the
restaurant (within a reasonable
expectation of arrival time) when an order
is cancelled by the client they will receive
full payment- base fee + tip for the order
using an order adjustment form.

We can bill and compensate the driver for cancels under the hour. The amount is dependent on the
scenarios listed below.

What is a reasonable expectation of

arrival time?

Up to 15 minutes before

the pickup time is a

reasonable time of arrival
to the restaurant location

Orders Cancelled After the Pickup Time

There will be times when orders are cancelled after the pickup time AND THE
DRIVER IS ON SITE or the driver is told to move on from a pickup and we will
need to compensate the driver for their attempt. The situations where we are able
to compensate the drivers for cancellation after the pickup will fall into one of the
categories below.

●There is No Record/ The CP cannot prepare the order

●Order is not ready and the driver cannot wait

●The order has already been picked up, or has already been delivered by the
CP

NO RECORD/RESTAURANT CANNOT PREPARE

If there is no record of the order and the client is unable

to reach the restaurant to confirm, or the client reaches

the restaurant and they are unable to prepare the order

the driver will be paid in full for the attempt.

●If the order status in the dashboard is active
(pickup In Progress, delivery Accepted) have the
driver swipe through the tasks as though they
were completing the delivery and add a random
image to trigger payment.

●If the order appears cancelled in the app enter an
order adjustment form for the full payment (base
fee +tip)

●A form SHOULD NOT be submitted if the driver
has already swiped through the delivery task.
This will trigger double payment

ORDER IS NOT PREPARED & DRIVER CANNOT WAIT

If the driver arrives at the restaurant and the order is
not prepared, we cannot require them to wait. If they
choose NOT to wait for the order to be finished the
driver will receive a $15 pickup attempt fee via order
adjustment. The adjustment reason is Other- Pickup
Attempt

●If the driver is no longer able to wait and has to
move on from the pickup after waiting for 15 +
minutes they will receive the pickup attempt fee
plus wait time.

●If there is another driver nearby to the pickup
unassign the order, create a post in the driver
bails channel and tag the logistics team (or on
duty logistics support) in the client thread

ORDER HAS ALREADY BEEN PICKED UP/ CP DELIVERED

If the driver arrives late to the restaurant due to
a previous dlivrd order, or they are saving a bail,
and the order has already been picked up by the
customer or delivered by the restaurant the
driver will be eligible for a $15 pickup attempt
fee. The order should be cancelled and the fee
paid via order adjustment.

Multiple Choice

If a next day order cancels immediately after it is accepted by a driver they will receive a cancellation fee.

• True

• False

Multiple Choice

You receive a phone call from a driver that their Same Day order has been cancelled. the first thing you will do is....

• confirm with the client that the order has been cancelled

• fill out an order adjustment form

• check the task history to see if this order is eligible for compensation

• create a post in the payments and adjustments channel in slack

Dropdown

A driver is within the reasonable expectation of arrival and eligible for full cancellation compensation if they are up to this many minutes early to pickup.​

Select answer

Dropdown

A driver is en route to their pickup location 45 minutes before the pickup time, and the order is cancelled. They will receive​ ​

Select answer