Canceled Orders
Order Cancelation Process
- A customer places an order.
- Deliveroo sends the order to the partner and the partner accepts the order.
- While the order is being prepared, the customer calls our Customer Service Team to request cancelation.
- Our customer service gets in touch with the site.
- 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).
- Our customer service agent cancels the order in our system.
- For tablet-based sites, a cancelation notification appears on the site's tablet.
- We send the
order.status_update
event with canceled status via the Order Events webhook and thecancel_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"
},
"partner_order_total": {
"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"
},
"menu_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,
"meal_cards": [
{
"provider": "EDENRED",
"amount": 100
}
]
}
}
}
{
"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"
}
}
Updated 12 months ago
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