The new Remove Delivery feature is now live, giving you more flexibility when issues come up on the road. Whether a business is closed, your vehicle has a problem, or you just can’t complete the order anymore, you can now remove a delivery directly in the app without having to contact Courier Support.

Where can you find Remove Delivery?

When you’re on an active order, head to the Help Centre in the app. Inside, you’ll find a new Remove Delivery option available during eligible deliveries.

Once selected, you’ll be guided through a few quick prompts so we can better understand why the order can’t be completed. This helps us support customers and Partners faster while getting you back on the road sooner.

When might this feature be helpful?

Remove Delivery is designed for situations when completing the order is no longer possible or safe. Some common examples include:

The business is closed when you arrive.

If a restaurant or retail location isn’t open or can’t prepare the order, you can remove the delivery directly in the app instead of waiting for support assistance.

You experience a vehicle issue.

Flat tire? Dead battery? Mechanical problem? If your vehicle issue prevents you from completing the delivery safely, Remove Delivery gives you a faster way to move on.

You get into an accident or have a safety concern.

If something happens on the road that makes continuing the delivery unsafe, don’t stress about the order. Your safety comes first.

You can no longer complete the order.

Sometimes plans change unexpectedly while on the road. This feature gives you more flexibility to manage those moments directly in the app.

What about long restaurant wait times?

Long wait times at restaurants and retail locations are handled a little differently. If an order is active but delayed, you may still need to contact support through Live Chat if you’d like to request an unassignment.

Good news though: if you’re eligible for restaurant hold payments, our system automatically tracks your wait time using GPS and processes compensation automatically. No need to contact support about wait time payments.

A quick reminder about responsible use.

To ensure the best experience for our restaurant partners and customers, consider if you can actually complete an order before hitting accept. While the ‘remove feature’ provides a way for you to handle unforeseen hurdles, frequent removals can impact your delivery stats.

Like any delivery tool, it works best when used responsibly and only when truly needed.