Returning Canceled Orders

In most cases, an order is canceled by the delivery partner (via Customer Support) or by the customer.

A few reasons an order might get canceled by the customer:

• The customer no longer wants the order

• The customer entered the wrong delivery address

A few reasons an order might get canceled by the delivery partner:

• The delivery partner can't verify the customer’s ID when delivering a regulated product

• The delivery partner can't reach or locate the customer during a contact delivery

1. Finish your current trip. When an order is canceled while you’re out delivering, you’ll be notified in the driver app. After you complete the remaining deliveries for that trip, you can head back to the facility with the canceled items.

2. Find the Return Area. Once you're back at the facility, you can bring the canceled items inside to the designated return area. Return areas will have a sign that says “Canceled Orders” or "Return Area", as well as a QR code. If it’s unclear where the return area is at your facility, ask a Gopuff associate.

3. Scan to Return. First, scan the QR code posted in the return area, and then scan the components to be returned. Finally, leave the items in the return area

Some Gopuff facilities have a separate return area for orders containing alcohol. If a return requires two stops, you’ll see two return sections in your app - Standard returns and Alcohol returns. It does not matter which return you complete first.

If you see one return section in your app, it means that your return only requires one stop.

When all eligible components have been returned to the first designated area, you’ll be prompted in the app to head to the second return area to complete the return.

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After successfully completing the return, you can leave the items in the return area.  You’re now eligible for new trip offers!

We understand that certain circumstances - like an MFC closure - may prevent you from returning items immediately. If this happens, you have the option to return items the following day.

In most cases, an order is canceled by the delivery partner (via Customer Support) or by the customer.

Customer-initiated cancellations:

• The customer no longer wants the order

• The customer entered the wrong address

• The customer experienced a long delay

Delivery partner-initiated cancellations

• ID verification failed for alcohol or other regulated items

• You could not locate the customer for a contact delivery

• Other delivery-related issues flagged with support

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1. Finish your current trip. If an order is canceled while you're out delivering, the app will notify you. You should complete the rest of your trip before returning to the facility.

2. Bring the order to the Return Area and find an associate. Simply drop the order at the Return Area and tell an associate you’re returning an order.

3. Show your Return QR Code. At the Return Area, open your driver app and display the Return QR Code to the associate. They will scan it using their handheld scanner. This confirms that you've handed off the canceled items.

4. That's it! Once the associate scans your QR code, your return is complete and you'll be able to receive trip offers again.

If you are missing an entire order, you’ll be able to report it missing in the app by tapping “Having Trouble?” at the bottom of the return screen and follow the prompts.This will allow you to receive offers again. Repeated missing returns will result in account review.

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If a part of the order is missing or damaged (e.g. a bottle broke or a bag was lost), you should proceed with the return process at the facility by showing the associate your return QR code.

If the facility is closed or you need to go offline, you can exit the return screen and complete the return next time you're online. Please note that you will not be able to receive new trip offers until the order is successfully returned to the facility you picked it up from.

If your canceled order includes components from different areas of the facility, you’ll see more than one return section in your app. One section will be labeled Alcohol returns and the other section will be labeled Standard returns. You’ll need to click on each Return Area and show your QR code from each return section to the associate to complete the return.

If you currently return items to two separate areas of your facility, you will continue to follow the same protocol and show the respective QR code to the associate in each area.

Yes. If your facility is closed, just return the items when you start your next delivery session. The app will remind you to complete the return before you can receive trip offers.

You won’t be eligible to receive trip offers until you either:

• Return the items and have your QR code scanned by an associate

• Report items as missing, if applicable. Note that delivery partners with repeat instances of missing orders will have their accounts reviewed