How does self-cancellation work?
You or your substitute are able to self-cancel:
Right after accepting the delivery until pick-up
You can also cancel a single package in a stacked order after waiting 5 minutes at pick-up if the package is at least 5 minutes late
How to self-cancel a delivery
You or your substitute are now able to self-cancel from two different points in your Courier App.
On the Menu:
Access the Menu by taping the 3 lines at the top left
Select Support and Resources
Click Reject This Delivery
A prompt asking you why you are rejecting this delivery will appear
On the Task Screen:
Access from the Tasks screen by taping on the ❓ icon.
On the Help Centre screen, an option to Reject this delivery will be available
A prompt asking you why you are rejecting this delivery will appear
How to self-cancel a single order in a stacked delivery when it is late at pick-up
Once you or your substitute have accepted the delivery, you can access the Help Centre screen from the Tasks screen (by taping on the ❓ icon).
On the Help Centre screen, an option to Reject a single order will be available after 5 minutes waiting at the pick up location, and if the store’s order is at least 5 minutes late.
Select which order do you want to reject and please make sure to double check the package ID and order information as this action cannot be undone.
After confirming the details and completing the process, the package will be removed from your ongoing deliveries and you will now be able to proceed with the delivery of the rest of the order.
Self-cancellation reasons + Contacting Support for self-cancellation
When self cancelling a delivery most scenarios will be available through the self-cancellation feature as stated below.
Available reasons*:
I have an issue with my equipment
I don't want to wait
I am too far from pick-up
Other
If in the case you or your substitute can’t find the right reason in the list, please reach out to the Support to cancel the delivery*
This feature gives you and your substitute more autonomy:
You don't have to contact Support to request a cancellation
You don't have to wait at pick up for 20+ minutes
You will be able to immediately move on to another delivery
The cancellation fee
A self-cancellation will not result in a cancellation fee, even if you or your substitute have waited more than 20 minutes. You or your substitute are not expected to wait this long and can move on to the next delivery, but will not be paid for that cancelled delivery.
If there is another reason for which you or your substitute can’t complete the delivery, you will still be able to talk to Support (by selecting 'Chat with us'). They will deal with the issue, and this may result in a cancellation fee.
The small print - important!
If you have arrived at pick-up and made yourself known, you are free to self-cancel at any time if the package is not ready.
Don’t hesitate to ask once more if the package will be ready soon - sometimes an extra minute is all that’s needed!