Canceling Deliveries

Sometimes you need to cancel a delivery order. This guide explains when you can cancel, how to cancel, and what happens after cancellation.

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When You Can Cancel

Cancellable Statuses:

Pending

• Order created but not fulfilled
• Easy to cancel
• No driver involved
• No payment authorization

Sent for Delivery

• Order fulfilled, looking for driver
• Can cancel freely
• Payment authorization released
• No driver affected

Assigned to Driver

• Driver accepted route
• Can cancel (driver notified immediately)
• Payment authorization released
• Driver may receive small cancellation fee (handled by Shaloz)

En Route to Pickup

• Driver heading to your location
• Can cancel but not recommended
• Inconveniences driver
• Payment authorization released

Arrived at Pickup (Last Chance)

• Driver at your location
• Can cancel as last resort
• Only if necessary (wrong package, customer cancelled, etc.)
• Payment authorization released

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When You CANNOT Cancel

Picked Up / En Route to Drop-off

• Package already in driver's possession
• Too late to cancel from portal
• Contact support if absolute emergency
• May still be charged

Arrived at Drop-off

• Driver at customer's location
• Delivery imminent
• Cannot cancel
• Contact driver directly if issue

Completed

• Delivery finished
• Photo proof captured
• Payment captured
• Non-refundable

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How to Cancel an Order

Method 1: From Fulfillment Data Page

1. Navigate to Fulfillment Data page
2. Find the order you want to cancel
3. Click "Cancel" button on order row
4. Confirmation Dialog appears:
5. Order details shown
6. Current status displayed
7. Warning about cancellation
8. Select Reason (optional but recommended):
9. Customer cancelled
10. Wrong item
11. Wrong address
12. Out of stock
13. Duplicate order
14. Other (specify)
15. Click "Confirm Cancellation"
16. Order Cancelled:
17. Status changes to "Cancelled"
18. Driver notified (if assigned)
19. Payment authorization released
20. Confirmation message displayed

Method 2: From Tracking Modal

1. Open order tracking modal
2. Click "Cancel Delivery" button
3. Follow same confirmation process as above

Method 3: WooCommerce Order Cancellation

1. In WooCommerce Admin:
2. Go to Orders
3. Find order
4. Change order status to "Cancelled"
5. Shaloz Plugin:
6. Detects WooCommerce cancellation
7. Automatically cancels Shaloz delivery
8. Webhook syncs status back

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What Happens When You Cancel

Immediate Effects:

For You:

• Order status → "Cancelled"
• Payment authorization released (no charge)
• Order removed from active deliveries
• Appears in Cancelled tab
• Cancellation noted in order timeline

For Driver (if assigned):

• Push notification of cancellation
• Route removed from driver's app
• Driver may receive cancellation fee (from Shaloz, not you)
• Driver can accept other routes

For Customer:

• No delivery occurs
• Customer should be notified by you
• Tracking link shows "Cancelled"
• No package delivered

Financial:

• Before payment authorized: No charge at all
• After payment authorized: Authorization released within 1-7 days (bank dependent)
• After delivery completed: Cannot cancel, non-refundable

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Cancellation Fees

For Businesses:

• Pending: No fee
• Sent for Delivery: No fee
• Assigned to Driver: No fee (Shaloz may compensate driver)
• En Route to Pickup: No fee (but avoid if possible)
• Arrived at Pickup: No fee (last chance)

Note: While you're not charged a cancellation fee, repeatedly canceling after driver assignment may affect your account standing.

For Drivers:

• Driver may receive small cancellation compensation if already en route
• Handled by Shaloz (not charged to you)

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Best Practices for Cancellations

Cancel Early:

• Cancel as soon as you know delivery won't happen
• Don't wait until driver is en route
• Pending/Sent for Delivery = best time to cancel

Provide Reason:

• Helps improve service
• Creates record for future reference
• Useful for analytics

Avoid Repeat Cancellations:

• Don't create orders you might cancel
• Verify inventory before fulfilling
• Confirm customer details before fulfilling
• Check address validity

Communication:

If Driver Assigned:

• Ideally contact driver before canceling
• Explain situation if possible
• Apologize for inconvenience

With Customer:

• Notify customer immediately
• Explain why order cancelled
• Offer alternative (re-ship, refund, etc.)

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Common Cancellation Scenarios

Scenario 1: Customer Cancelled Order

What to Do:

1. Customer calls/emails to cancel
2. Cancel WooCommerce order
3. Shaloz delivery auto-cancels (if webhook configured)
4. OR manually cancel in Shaloz portal
5. Confirm cancellation with customer

Scenario 2: Wrong Package/Item

What to Do:

1. Realized wrong item before driver pickup
2. Cancel delivery immediately
3. Select reason: "Wrong item"
4. Prepare correct item
5. Create new delivery order

Scenario 3: Incorrect Address

What to Do:

1. Customer provides wrong address
2. If driver hasn't picked up: Cancel delivery
3. Create new order with correct address
4. If driver already picked up: Contact support

Scenario 4: Out of Stock

What to Do:

1. Discovered item is out of stock
2. Cancel delivery immediately
3. Select reason: "Out of stock"
4. Refund customer or offer alternative
5. Update inventory to prevent future issues

Scenario 5: Duplicate Order

What to Do:

1. Realized order was created twice
2. Keep one order
3. Cancel duplicate
4. Select reason: "Duplicate order"

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Cancelling Multiple Orders

Bulk Cancellation:

Currently, cancel orders one at a time. For bulk cancellations:

1. Contact support for assistance
2. Provide list of order IDs to cancel
3. Support can bulk cancel if needed

Use Case:

• System error created many duplicate orders
• WooCommerce integration issue
• Mass customer cancellations

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Cancellation vs. Deletion

Cancellation:

• Order remains in system
• Shows in Cancelled tab
• Full history preserved
• Can view details anytime
• Payment authorization released

Deletion (Pending Orders Only):

• Order completely removed
• No record kept (or minimal)
• Only for pending orders
• Cannot delete fulfilled orders
• Use for mistakes/test orders

When to Delete vs. Cancel:

• Delete: Test orders, mistakes, duplicate entries (while pending)
• Cancel: Real orders that won't be delivered

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Viewing Cancelled Orders

Accessing Cancelled Orders:

1. Go to Fulfillment Data page
2. Click "Cancelled" tab
3. See all cancelled orders
4. Filter/Search:
5. By date
6. By customer name
7. By order ID
8. By cancellation reason

Order Details:

• Original order information
• Cancellation timestamp
• Cancellation reason
• Who cancelled (you, customer, system)
• Partial timeline (up to cancellation)

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Refunds and Customer Service

After Cancelling Delivery:

Your Responsibilities:

1. Refund Customer (if they paid)
2. Process refund in WooCommerce/your system
3. Shaloz doesn't handle customer refunds
4. You're not charged for cancelled delivery
5. Notify Customer:
6. Send cancellation confirmation
7. Explain reason
8. Offer resolution (reship, refund, alternative)
9. Update Inventory:
10. If item was pulled for delivery
11. Return to inventory
12. Update stock levels

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Troubleshooting Cancellation Issues

Issue: Can't Find Cancel Button

Cause: Order already completed or being processed

Solution:

• Check order status
• Completed orders can't be cancelled
• Contact support if urgent

Issue: Cancellation Not Working

Cause: Technical error or browser issue

Solutions:

• Refresh page and try again
• Clear browser cache
• Try different browser
• Contact support

Issue: Driver Still Shows En Route After Cancellation

Cause: Driver app hasn't updated yet

Solutions:

• Wait 30-60 seconds
• Refresh tracking
• Contact driver directly
• Driver should see cancellation in app

Issue: Payment Not Released

Cause: Bank hold takes time to release

Solution:

• Authorization holds take 1-7 days to release (bank policy)
• Shaloz releases immediately
• Contact your bank if >7 days
• Contact support for confirmation

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Emergency Cancellations

If Package Already Picked Up:

You Cannot Cancel from Portal

Options:

1. Contact Driver Immediately:
2. Use tracking modal to call driver
3. Ask driver to return package
4. Explain situation
5. Contact Support:
6. Call/email Shaloz support
7. Provide order ID
8. Explain emergency
9. Support may be able to recall driver
10. Contact Customer:
11. If delivery completes, work with customer directly
12. Arrange package return
13. Issue refund if needed

Note: Once package is delivered and marked complete, you'll still be charged. This is a completed service.

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Cancellation Analytics

Track Your Cancellations:

• Review cancelled orders tab regularly
• Identify patterns (common reasons)
• Address root causes:
• Inventory issues
• Address problems
• Integration errors

Improve Operations:

• Reduce cancellations over time
• Better inventory management
• Validate addresses before fulfilling
• Double-check orders before sending

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Need Help?

Can't Cancel Order?

• Verify order status allows cancellation
• Try refreshing page
• Contact support: help.shaloz.com

Driver Won't Return Package?

• Contact support immediately
• Provide order ID
• Explain situation
• Support will assist

Questions About Refunds?

• Payment authorization released automatically
• Customer refunds handled by you

Contact support for payment questions