When the order that you are delivering gets cancelled by the system or Rider Service (RS) team, you will have to return the order back to the pick-up point. In this case, you should always refer to the guidelines given by the RS Team and check on rider app for redelivery procedures (if any).
You can refer to pictures below for the flow.
For cancelled pandamart orders, please provide a proof of return showing the order code and the "Return cancelled orders here" poster in pandamart stores. Please see an example below:
"Return cancelled orders here" poster showing corresponding vendor codes
For every trip back to the original pick-up point, the return fee will be shown in the “Payment” tab as illustrated below. It will be shown as “cancelled” but no worries - it is recorded in our system.
Please note that the return fee will be calculated on a distance basis which is fairer for all couriers, which means the longer the distance from the drop-off location to the original pick-up point, the higher the return fee!
If you need further assistance, feel free to write us a ticket through Rider Support in rider app.
Frequently asked questions 常見問題
Why do I need to return cancelled orders?
Order items are the assets of vendors and foodpanda and therefore couriers are required to return the items back to pick-up points for cancelled orders. Failure to do so is considered a compliance issue.
How much will I still receive after the order got cancelled?
If the order is not yet picked up, you will not receive the order service fee.
if the order gets cancelled AFTER picking up, a Pick-up Fee calculated by the system will be paid.
if it's cancelled AFTER picking up and arriving at drop-off point, a Drop-off Fee will be paid.
Will I receive new orders when I was returning the items？
You will not be assigned with any new orders until you finish returning the cancelled order.
How much will I earn for this return trip?
The return fee for all cancelled orders will be calculated on a distance basis. The longer the distance from the drop-off location to the original pick-up point, the higher the return fee.
訂單貨品為商戶及 foodpanda 的資產，被取消的訂單均需歸還至訂單提取地點。如有發現任何沒有歸還的訂單，我們將會視作紀律問題。