In the application, you have the option of resigning from an uncollected order and canceling/dropping off an already received shipment. Remember, however, not to resign or cancel orders without important reasons! By accepting the order, you declare the possibility of its delivery.
Read information about how to properly resign and cancel an order in the application.
1. Go to the details of the accepted order by clicking the "Info" icon on the given order.
2. Click the trash can icon in the upper right corner of the trash can to resign/cancel the order.
3. Select the appropriate reason for resignation/cancellation.
Problems with picking up the order
- No possibility to pick up the order on your side
If you have accepted the order, but it turns out that for some reason you cannot complete it, drop the order from yourself. Select the resignation option as "Problem at the side of the driver" or "Other" and describe the reason for resignation in the comment.
Do not select the “no delivery at pick-up location” option in this situation! If you select this option, no other courier will have a chance to accept this order, because it will be permanently canceled (it will not return to the exchange).
- Unable to pick up the order due to the store
When you arrive to pick up your order, but it turns out that it is not in place / cannot be delivered to you, be sure to contact us: support@xpress.delivery. In the event of complete inability to collect, you can resign from such an order by selecting the "No goods in the shop" option and adding the appropriate comment. If you have not been charged, you can make adjustments to your order. You should be paid for driving up and attempting to pick up. Remember to mark this reason for resignation only in the case described!
Problems with the delivery of the order
- No customer at the pickup location
Sometimes there are situations that the customer is not at home and you cannot deliver the parcel to him. In such a situation, wait at the delivery point for 10 minutes and during this time try to call him. If the delivery attempt fails, cancel the order with the status "The client did not not show up".
- Incomplete/wrong recipient address
If the customer's address on the order is incomplete, try calling them. If there is no contact with him, cancel the order by selecting the status "Incorrect address". Complete the information in the comment and let us know if you tried to reach the customer.
- No possibility to pick up the order on your side
If you have accepted the order, but it turns out that for some reason you cannot complete it, drop the order from yourself. Select the resignation option as ""Problem at the side of the driver" or "Other" and describe the reason for resignation in the comment.
After you cancel your order, the app will automatically create a return order. An undelivered order should always be returned within 24 hours to the collection point.