Canceled Orders

Order Cancelation Process

  1. A customer places an order.
  2. Deliveroo sends the order to the partner and the partner accepts the order.
  3. While the order is being prepared, the customer calls our Customer Service Team to request cancelation.
  4. Our customer service gets in touch with the site.
  5. The site agrees to a cancelation. If, for example, the order is running late and hasn't been prepared yet (e.g. the site is facing a high volume of orders).
  6. Our customer service agent cancels the order in our system.
  7. For tablet-based sites, a cancelation notification appears on the site's tablet.
  8. We send the order.status_update event with canceled status via the Order Events webhook and the cancel_order event via the Legacy POS webhook.

📘

An integration must acknowledge canceled order events to be considered functional. To acknowledge a canceled order, simply send back a 200 OK HTTP status response.

Example Webhook Payloads

{
  "event": "order.status_update",
  "body": {
    "order": {
      "id": "gb:ec75c356-65f8-4bc6-8b0b-76abfa991fbf",
      "order_number": "28563241",
      "location_id": "4163",
      "display_id": "3241",
      "status": "canceled",
      "status_log": [
        {
          "at": "2022-04-07T14:27:23Z",
          "status": "pending"
        },
        {
          "at": "2022-04-07T14:27:24Z",
          "status": "placed"
        },
        {
          "at": "2022-04-07T14:34:33.124795Z",
          "status": "accepted"
        },
        {
          "at": "2022-04-07T14:35:34.865695Z",
          "status": "canceled"
        }
      ],
      "fulfillment_type": "deliveroo",
      "cutlery_notes": "NO CUTLERY",
      "asap": true,
      "prepare_for": "2022-04-07T14:50:09Z",
      "total_price": {
        "fractional": 2600,
        "currency_code": "GBP"
      },
      "offer_discount": {
        "fractional": 0,
        "currency_code": "GBP"
      },
      "cash_due": {
        "fractional": 0,
        "currency_code": "GBP"
      },
      "items": [
        {
          "pos_item_id": "7.0",
          "quantity": 5,
          "name": "Grilled Halloumi Wrap",
          "operational_name": "Grilled Halloumi Wrap (Wraps and Burgers)",
          "unit_price": {
            "fractional": 520,
            "currency_code": "GBP"
          },
          "total_price": {
            "fractional": 520,
            "currency_code": "GBP"
          },
          "discount_amount": {
            "fractional": 0,
            "currency_code": "GBP"
          }
        }
      ],
      "start_preparing_at": "2022-04-07T14:34:09Z",
      "is_tabletless": false
    }
  }
}
{
  "event": "cancel_order",
  "cancelled_at": "2017-03-20T15:21:00Z",
  "location_id": "33235",
  "order": {
    "id": "gb:df8849ae-5261-446d-9481-beb53a5cac35",
    "display_id": "1244",
    "pickup_at": "2017-03-20T16:30:00Z",
    "reason": "deliveroo_cancelled"
  }
}

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