Any ride-hailing and/or on-demand business supposes a given per cent of order cancellations by drivers/service providers for a number of reasons. To filter and minimise the percent of such cancellations our system has a tool of cancellation policy with a custom-tailored logic to suit every business need.
Moreover, any driver who cancels an order is put back in the intelligent queue and may have to wait a while before getting a new offer.
However, our system brings negative user experience to a minimum:
- a cancelled by driver instant order is returned to auto search pool with status "searching for a driver". After a 2nd cancellation an instant order is cancelled.
- a cancelled by driver preorder is returned to the search pool with status "searching for a driver" 5 times. After a fifth cancellation a preorder is cancelled.
This means that the system will look for a new driver to take over and process the booking instantly upon a cancellation.
An order is returned to the “search pool” when a driver declines with "Reject service" reason before arrival.
When a driver declines with "Reject service" reason after arrival the order is cancelled.
IMPORTANT: A driver has arrived when order has status "Arrived" and driver's location is within 'Minimum passenger pickup distance'. It means that if a driver changes status to ARRIVED, then cancels the order, but hasn't arrived physically, the order will return to the search pool.
When a driver declines with ''The client didn't show up" reason the order is cancelled.
An operator can track all cancelled orders in the Operator app and assign a new driver manually to bring lost trips percent even closer to zero.
If 1 order has been cancelled by 1 driver it goes into Auto search status with an alert (flag red) on Operator app.
The same red flag alert is generated for orders in Cancelled statuses.
If the first assigned driver cancels an order before status "Arrived" the order returns to the auto search pool until either a 3 minute auto search time expires or it is assigned to a second driver.
Any cancelled order not accepted/assigned within 3 minutes expires with a message to customers “No luck today. Looks like no one could take your booking :( Please, try later". Such orders are logged in Order report with status “CANCELLED SEARCH EXCEEDED”.
Cancelled - reassigned/finished orders are logged in reports or operator app in their final “Finished paid/finished unpaid” or else status.
ID of the driver who accepted the order initially but cancelled it with "Reject service" reason before arrival can be found in order reports - column "Intermediate driver IDs".
If a cancellation fee applies for such orders it can be checked in driver transactions.
Cancellation fee logic post provides further insight on cancellation policy and its settings.