Returns and Cancellations

Returns and cancellations happen when an order cannot continue normally. The important rule for drivers is simple: do not mark an order delivered unless the package was delivered correctly and required payment or proof was handled.

Dispatcher and admin context

Dispatchers manage cancellation, manual status changes, and exception review in Assignment and Status Actions, Exceptions, and Return Requests.

Cancelled Before Pickup

If an order is cancelled before you pick up the package, you usually do not need to return anything because the package is not with you.

What to do:

1. Open the order if it is still visible.
2. Check the status badge.
3. Do not collect the package.
4. Contact dispatch if the sender still tries to hand over the package.

Cancelled After Pickup

If an order is cancelled after you already picked up the package, the package still needs an operational outcome.

The app may show Return Order or a return-related action when:

• The order is cancelled.
• The package is already with the driver.
• The driver is still responsible for the package.
• The status allows return handling.

If no return action appears, contact dispatch before changing anything else.

Customer Refuses Delivery

If the receiver refuses the package:

1. Do not tap Complete delivery.
2. Tell the dispatcher what happened.
3. Use the return or exception flow if the app shows it.
4. Add notes or photos if required.
5. Follow dispatch instructions for where the package should go.

warning

Never use delivered status for a refused order. Delivered means the package was successfully handed over.

Wrong Address Or Unreachable Customer

If the address is wrong, closed, unsafe, or the customer cannot be reached:

1. Try the approved contact method if the chat or call button is available.
2. Check whether dispatch sent updated instructions.
3. Contact dispatch before completing or returning the order.
4. Add clear notes if the app asks for them.

Waybill Returns

Some returns happen inside a waybill. Open the waybill deliveries sheet to review active deliveries and returned deliveries.

When return is allowed:

1. Open Operations.
2. Tap Waybills.
3. Open the waybill.
4. Tap View deliveries.
5. Select one or more eligible deliveries.
6. Tap the return action.
7. Choose the return reason.
8. Add photos or notes when required.
9. Confirm the return.

Common waybill return reasons include:

• Refused.
• Wrong address.
• Damaged.
• Lost.
• Undeliverable.
• Cancelled by customer.
• QC fail.
• Rejected at destination.
• Other.

For portal-side waybill return rules, see Waybill Lifecycle and Returns.

Replacement Return Collection

Some replacement deliveries include a return collection at the customer stop. The driver delivers the replacement item and collects the old item.

Use Collected only when the return item is physically collected. If it is not collected, choose the issue outcome shown by the app and add notes.

The app may require:

• Return item photo.
• Return notes.
• Return reason or outcome.

What To Tell Dispatch

Give dispatch enough detail to decide the next step:

• Order number.
• Customer name or location.
• Current status.
• Whether the package is with you.
• Whether COD was collected.
• Reason the delivery cannot continue.
• Photos if there is damage or access issue.

tip

A short clear note is better than a long unclear one. Write what happened, where it happened, and what you did next.

Where Each Return Type Is Reviewed

Situation	Reference
Cancelled or manually changed order	Assignment and Status Actions
Exception or failed delivery review	Exceptions
Formal return request	Return Requests
Waybill return	Waybill Lifecycle and Returns
Trip return	Trip Execution and Returns

Related Guides

• Order Lifecycle, POD, and COD
• Waybills
• Exceptions
• Return Requests
• Dispatcher Assignment and Status Actions