Sometimes, a delivery order cannot be completed — this is called a Failed Delivery. It’s important to know what this means and the steps you should take to resolve it correctly.
📦 What Does “Failed” Mean?
If an order status updates to “Failed”, it means the driver was unable to complete the delivery. This can happen for several reasons, including:
The customer did not have a valid ID at delivery
The customer was unreachable or not at the delivery location
The address was incorrect or inaccessible
When this happens, the driver is automatically prompted to return the product to your store.
🔄 What to Do When a Delivery Fails
Follow these steps when an order shows as Failed:
Wait for the product to be returned:
The driver should return the items to your store once the failed delivery is reported.Cancel the order:
Once the product is back in your possession, open the order in your Merchant Portal and click Cancel (bottom-left corner of the order screen).Payment release:
When you cancel the order, the authorization hold on the customer’s card will be released and they will not be charged.
🕐 If the Product Is NOT Returned Within 24 Hours
If 24 hours pass and the driver has not returned the product:
Contact SauceyDirect Support at merchant-support@sauceydirect.com
Include the Order ID (e.g.,
SCD-XXXX-DXXXXXXX) and a note that the product has not been returned.Our support team will investigate and issue a reimbursement for the unreturned product if applicable.
🏪 If a Pickup Order Was Not Picked Up
If a customer never arrives for a pickup order, simply cancel the order in your dashboard. This will release the card authorization, ensuring the customer is not charged.
✅ Pro Tip: Always double-check that the product has been returned before cancelling a failed delivery order. This helps prevent inventory errors and ensures accurate reimbursement if needed.