Cancellations and refunds for delivery orders

Delivery orders have stricter cancellation rules than pickup orders. Once you accept a delivery order, the dasher is already in motion — cancelling after that point isn't a clean operation, so we handle it manually.

This article explains your one self-service cancel window, what to do after that, and how refunds work end to end.

The short version

• Self-service cancel: only before you tap Start. Submitted state only.
• After Start: email us. We handle it on our end so the dasher fee, the customer refund, and the DoorDash thread all line up.
• Customer is always fully refunded when an order is cancelled, regardless of state. You don't pay the cancellation cost — we absorb it during the rollout.

Self-service cancel (Submitted state only)

If a delivery order is still in Submitted — meaning you haven't tapped Start yet — you can cancel it yourself.

On the web

1. Open the order from truckedup.food/owner/orders.

2. Click Cancel (refund).

3. Enter an optional reason (internal-only — see the same field on pickup).

4. Click Cancel + refund. The customer is fully refunded by Stripe immediately. The DoorDash dispatch is cancelled in the same flow.

On iOS

Same flow as web while the order is in Submitted: open the order, tap Cancel (refund), enter a reason, confirm.

After Start: email us

Once you've tapped Start (enter ETA) on a delivery order, the self-service cancel is locked. On the web, the Cancel button is replaced with a "Need to cancel? Contact support" message.

To cancel after Start:

1. Email us with:
   • The order short ID (e.g., #A4F2)
   • What state the order is in (In progress, Ready, or Out for delivery)
   • The reason
2. We'll cancel the DoorDash dispatch (or recall the dasher if pickup hasn't happened), refund the customer fully, and confirm with you.

We aim to handle these within minutes during business hours.

What happens to the dasher fee?

When an order is cancelled before pickup:

• The customer is refunded in full (subtotal + tip + delivery fee + dasher tip).
• The dasher fee that's owed to DoorDash is absorbed by us, not by you. You're not on the hook for cancellation costs during the current rollout.

When an order is cancelled after pickup (you've handed off to the dasher, but something goes wrong):

• This is genuinely rare and almost always involves a delivery failure on the dasher side (wrong address, customer can't be reached).
• We handle these via DoorDash's claim process. The customer is refunded; the dasher fee may or may not be recoverable depending on the failure mode.
• You don't need to do anything beyond emailing us with the order ID.

Partial refunds

Owners can't issue partial refunds in the UI — same as pickup. If you fulfilled most of an order and want to refund only the missing portion, email us with:

• Order short ID
• Amount to refund (dollars or fraction)
• One-line reason

We process partial refunds manually, typically within 1 business day.

For delivery orders specifically, partial refunds also have the wrinkle that the dasher fee was a real cost. You don't need to think about that — we handle the math.

Common cancellation scenarios

"I'm out of the main item, the dasher is on the way"

If you haven't tapped Start yet: cancel + refund self-service. Apologize to the customer (or call them via the tap-to-call number if available).

If you've tapped Start: email us immediately. We'll cancel the dasher dispatch if it hasn't reached you yet.

"The dasher arrived but the order was already cancelled by the customer"

This shouldn't happen — once a dasher is en route, the customer can't unilaterally cancel. If a dasher arrives and tells you "this order was cancelled", verify in your queue. If you see the order as still active in your queue, hand it off normally; the dasher should have current info. If your queue agrees the order is cancelled, give the dasher a polite heads-up and don't hand off.

"The dasher took the food but it never arrived at the customer"

Customer will email or call us once they realize. We'll file a claim with DoorDash and the customer is refunded. You're not on the hook — the food is gone, but the loss is on the dasher/DoorDash, not you. (We absorb during rollout if the claim isn't covered.)

"I want to cancel because of equipment failure"

Cancel any Submitted delivery orders self-service. Email us about anything past Submitted with the reason — we'll handle the rest.

If multiple orders are affected, email us with the list of order IDs in one message — we'll process them together. (Bulk cancel UI is on the roadmap; for now, the email is the way.)

Common questions

Why can't I cancel a delivery order after Start, like I can with pickup? Because the dasher dispatch is already in motion — there are real costs and external systems (DoorDash) that need to be coordinated. We handle it manually so nothing leaks (uncharged fees, dangling dasher assignments, half-refunded customers).

Will I be charged a fee if I cancel a delivery order? No, not during the rollout. We absorb cancellation costs to keep the experience friction-free for owners while we tune the system.

The customer is asking me to cancel — what's the process? If the customer wants to cancel and you haven't tapped Start, do it yourself (self-service). If you've already tapped Start, email us — we'll handle it as a no-fault cancellation.

The customer's address looks wrong / they want to change it after ordering. Address changes after dispatch are tricky. The simplest path is cancel + re-order with the corrected address. If that's painful (the food is already cooking), email us and we'll see what we can do with DoorDash.

Does cancelling affect my Trucked Up rating? One-off cancellations don't. We do watch for patterns (e.g., a truck cancelling a high percentage of delivery orders), which may affect promoted placement on the map in the future. For genuine one-off issues, no penalty.

Still stuck?

Email info@truckedup.food.