Customer · Orders

Editing and cancelling orders

Editing or cancelling an order not yet assigned to a courier, and orders awaiting approval.

This article explains how to change or cancel an order you placed. The rule is simple: until the order is assigned to a courier, it is in your hands; after that, call your company to change it.

Editing an order

1. On the web, open the order from My orders; in the app, from the Orders tab.
2. If the status is In pool (in the app, Awaiting courier) or Awaiting approval, an Edit button appears; click it.
3. The order form opens filled in. Change the recipient, pickup point, delivery type, pickup time, payment method or note.
4. Check the new amount in the Fee card and click Save changes.

Only orders you placed yourself can be edited, and only from an account allowed to place orders. In the app, after saving you return to the order details and see "Order #… updated."

Cancelling an order

1. Open the order details. You can cancel while the order is In pool or Awaiting approval.
2. On the web, click Cancel; in the app, tap Cancel order.
3. Enter a Cancellation reason (in the app, Reason for cancellation); it is required.
4. Confirm with Cancel order. To go back without cancelling, click Cancel in the dialog.

A cancelled order moves to the Cancelled tab; its details show the cancellation time and reason.

Orders awaiting approval

If your courier company wants your orders to be approved first, a new order starts as Awaiting approval. When the company approves it, the order goes to the pool and courier assignment begins. If the company rejects it, the order is cancelled and the reason is shown in the details. While it is awaiting approval you can still edit or cancel it.

Good to know

• On an order assigned to a courier, the Edit and Cancel buttons are not shown. If you open the edit page, you see "An order already assigned to a courier can't be changed; contact your courier company."
• If the order changed while you were editing (for example, the company edited it or a courier was assigned), your save is rejected. On the web, refresh the page and check again. In the app, the message "The order changed in the meantime…" appears and the form is refilled with the latest version; check it and save again. If the order was assigned to a courier in the meantime, a can't-be-changed notice is shown.
• The price is recalculated after editing.

Having trouble?

• No Edit button: The order may be assigned to a courier, or not placed by you (for example, an order you only pay for). Talk to your company.
• No Cancel button: The order may be assigned to a courier, or your account may not have permission to order.
• Cancel order cannot be clicked: Enter a cancellation reason first.