Cancelledorders_EN.png

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.

Return steps.png
Return steps.png
wider comms (5).png
wider comms (19).png
return steps 02.png
return steps 02.png
wider comms (11).png
2.png

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:

pandamart poster (landscape).png

"Return cancelled orders here" poster showing corresponding vendor codes

Order code

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!

Return Fee.png

If you need further assistance, feel free to write us a ticket through Rider Support in rider app.