Starting on November 4th in Newcastle, you will be able to use a ‘Cancel ongoing delivery’ button to self-cancel a delivery without contacting Support.

⚙️ How will it work? ⚙️

You will be able to self-cancel in 2 situations:

  • Right after accepting: it has been less than 3 minutes since you accepted the delivery
  • At pick-up: you have arrived at pick-up and have been waiting for more than 5 minutes 

Outside of these time frames, your self-cancellation request will be rejected in the app.

     

💡 Why this change? 💡

This new feature will give you more autonomy - here’s how: 

  • You won’t have to contact Support to request a cancellation!
  • You won’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 have waited more than 20 minutes! You are no longer expected to wait this long and can move on to the next job, but will not be paid for that cancelled job. Basically, the 20 minute threshold is not a thing anymore.

If there is another reason for which you 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 in the same way as before, which may result in a cancellation fee. List of reasons and reminder of the process here.

      

⚠️ Small print - but important! ⚠️

OFF SLOT
If you have arrived at pick-up and made yourself known, you are free to self-cancel after 5 minutes of waiting for the package if it's not ready, and move on to the next job. 

Don’t hesitate to ask once more if the package will be ready soon; sometimes an extra minute is all that’s needed!
   

ON SLOT
Please remember that if you are working on slot and you accept a job, you are answering to a client's urgent need. You have committed to providing your service for this delivery. You are expected to wait for the package to be ready to ensure the best customer experience. 

Please note that self-cancelling a delivery while you are on slot is possible but will invalidate that slot (MG and CPS)

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