This guide is for couriers handling no-shows, cancellations, and quality reviews in live delivery operations.
No-show and cancellation handling
- Record status updates promptly when pickup/drop-off cannot proceed.
- Capture reason and evidence to support fair case review.
- Escalate blocker cases early so dispatch/support can coordinate alternatives.
Quality and rating signals
- Reliable status updates and completion consistency.
- Clean handover documentation including proof evidence where required.
- Low incident frequency and strong communication quality.
If you are fleet-assigned
- If you're assigned by a fleet dispatcher or manager, use the Fleet guides for dispatch ownership and policy workflows.
- Start with: Dispatch board and driver assignments; Compliance and document management.
When disputing a rating-impacting event, include order IDs and timestamped evidence for objective review.
Returning an assignment
Before pickup, returning an accepted assignment removes you from the order and starts another driver search. The customer booking and its payment stay open. This action does not automatically fine you or charge the customer. Releases are recorded and limited within a rolling 24-hour period; the app shows when the limit is reached. After pickup, contact support.
Customer not at pickup
Confirm arrival at the pickup and try to contact the customer. The no-show waiting period starts at the later of your recorded arrival and the booked pickup time. Arriving early never lets you end a scheduled booking before that time. Follow the grace period and evidence requirements shown in the app. The no-show fee depends on the applicable vehicle policy; it is not always the standard 50% cancellation fee.
Customer cancellation and no-show fees use the customer-fee settlement flow without driver commission. A customer service-fee component may still be included in the split. A pending fee is not yet settled earnings; support can review failed settlements.