> ## Documentation Index
> Fetch the complete documentation index at: https://localtechnologiesinc.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancelling order

> When and how to cancel a delivery, what reasons are available, and how cancellations affect your score.

Cancellations should be a **last resort**. Every cancellation affects your acceptance rate score, and some carry heavier penalties than others. Only cancel if you genuinely cannot complete the delivery.

## How to Cancel

1. Tap the red **✖ (Cancel)** button on the left side of the navigation screen.
2. A cancellation panel slides up from the bottom.
3. Select a reason, optionally add a comment, then tap **Cancel Delivery**.

<Warning>
  The **Cancel Delivery** button stays greyed out until you've selected a valid reason. Some reasons require additional steps (like uploading a photo) before the button activates.
</Warning>

## Cancellation Reasons

The available reasons depend on which stage of the delivery you're at.

### Stage 1 — At or En Route to Pickup

| Reason                            | Notes                                                                                                                         |
| :-------------------------------- | :---------------------------------------------------------------------------------------------------------------------------- |
| **Excessive long wait at pickup** | The app checks how long you've waited vs. the estimated ready time. If you haven't waited long enough, the option is blocked. |
| **Restaurant is closed**          | No penalty applied.                                                                                                           |
| **Mechanical issues**             | Photo proof required.                                                                                                         |
| **Car accident**                  | Photo proof required.                                                                                                         |
| **Other reasons**                 | Standard cancellation.                                                                                                        |

### Stage 2 — En Route to or At Drop-off

| Reason                                          | Notes                                                                            |
| :---------------------------------------------- | :------------------------------------------------------------------------------- |
| **Can't find customer \| Failed delivery**      | Photo proof required AND the app checks your distance to the customer's address. |
| **Mechanical issues**                           | Photo proof required.                                                            |
| **Car accident**                                | Photo proof required.                                                            |
| **Cancel anyway without disclosing the reason** | Highest penalty. A warning is shown before you can confirm.                      |

<Note>
  If you're en route to drop-off, a note at the top of the cancellation screen will advise you to contact Customer Support instead. You can tap **Contact Support** to open a live chat and resolve the issue without a formal cancellation where possible.
</Note>

## Uploading Photo Proof

Some cancellation reasons require a photo before the **Cancel Delivery** button activates:

1. After selecting a qualifying reason (e.g., *"Can't find customer"*), a **Photo Proof** section appears.
2. Tap **Attach File** and take a photo (e.g., a photo of the customer's door showing no one is home, or your vehicle if there's a mechanical issue).
3. Tap **Confirm & Upload** to upload the photo.
4. Once uploaded, the **Cancel Delivery** button activates.

<Tip>
  You can tap **Reupload** if the first photo wasn't clear enough.
</Tip>

## Penalty Guide

<Warning>
  **Giving a reason is always cheaper than not giving one — but only the two Stage 1 reasons below are ever free.** Everything else, including a disclosed reason with photo proof at Stage 2, still costs points. The only way to avoid a penalty entirely is a validated excessive wait or a closed restaurant, both at Stage 1.
</Warning>

| Cancellation Reason                                                        | Stage | Penalty       |
| :------------------------------------------------------------------------- | :---- | :------------ |
| Restaurant is closed                                                       | 1     | **0 points**  |
| Excessive long wait (wait time validated)                                  | 1     | **0 points**  |
| Mechanical issues, car accident, or other                                  | 1     | **5 points**  |
| Can't find customer, mechanical issues, or car accident (with photo proof) | 2     | **5 points**  |
| Cancel without disclosing a reason                                         | 2     | **50 points** |

## Additional Comments

You can type notes in the **Additional Comments** field for any cancellation. This is optional but helps our support team understand what happened, especially for unusual situations.

## After Cancellation

Once you confirm the cancellation, the app:

1. Updates the order status to **Cancelled**.
2. Records the cancellation reason and any uploaded photo.
3. Attempts to reassign the order to another driver (for Stage 1 cancellations).
4. Sends you to a loading screen and then back to the **Driver Mode** lobby.

If the customer is eligible for a refund, it's processed automatically — you don't need to do anything.