Cancelled Orders

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

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

• The customer no longer wants the order

• The customer entered the wrong delivery address

A few reasons an order might get cancelled 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 cancelled 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 cancelled items.

2. Find the Return Area. Once you're back at the facility, you can bring the cancelled items inside to the designated return area. Return areas will have a sign that says “Cancelled 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

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.