Driver and Customer Cancellations: What you need to know
Liza
Last Update hace 2 meses
Customer cancellation fee
In the Onde.Light solution, there is no cancellation policy for customers, as the system does not include a customer app or the ability to link a payment card in the Web booking panel. As a result, orders are canceled in the system without any commission fees.
Driver cancellation fee (instant bookings)
2. The system will charge the driver when the customer cancels an order informing that there is “Driver didn't show up”.
“Driver didn't show up” situation means that the driver is late for more than 3 minutes after ETA = estimated time of arrival (pickup time for pre-orders) and is farther than 200 meters from pickup location. These values are set as default in Fee settings > Cancellation policy fields and can be adjusted: 1 min is minimum allowed in “Free cancellation if the driver did not arrive in". 0.1 - 0.5 km range is possible for “Mindistance from driver to customer”.
If the order is cancelled by customer before ETA + “Free cancellation if the driver did not arrive in” runs out he/she will be fined with a cancellation fee.
3. The driver will be charged with a fee for cancellations with trips in “Transferring”= on a ride status, which applies once the driver “Swipes to start a ride” from A to B
Driver cancellation fee is taken from a driver’s balance. Fee is registered as a transaction against the driver's account. System does not charge the fee from a driver’s credit card.
Cancellation fees are shown in:
1. Web booking app (booking history).
2. Driver app (Recent jobs + transactions).
3. Driver profile transactions in My hub.
4. Order reports.
Driver cancellation fee (pre-orders)
1. Drivers have a default “grace period” for cancellation of orders in “accepted” status. The “grace period” is registered in “Free cancellation for preorders minutes in advance”. The default “grace period” is 30 min. Hence, by default a driver is charged with a cancellation fee in case they cancel an accepted pre-order 30 minutes before the pick-up or less.
To change the “grace period” one should add some value (maximum pre-order period 30 days in minutes) to “Free cancellation for preorders minutes in advance” line. If the order is cancelled before the “grace period” countdown starts no fee charges are applied. If the “grace period” time is over a driver will be charged accordingly. If “0” is added no fee will be put on a driver.
The cancellation settings for other statuses follow the same logic as instant orders.
No worries on losing orders due to driver cancellations! The system sends all cancelled by driver bookings (instant and pre-orders) back to auto search attempting to find a new driver to process them. Thus, negative user experience is minimised. Moreover, the driver who cancels an order (fee or no fee) is put back in the intelligent order queue.