How to manage driver cancellations

Cancellations are a natural part of ride-hailing and on-demand services. Our system includes tools and policies to reduce their frequency and minimize negative impact on customers.

When a driver cancels:

• They are placed back in the Intelligent Queue.

• Their waiting time is reset, possibly delaying their next order.

• The cancelled order goes into auto search and is marked as “Seeking for a driver”.

This allows the system to automatically find another driver and reduce disruption to the passenger.

An order is returned to the search pool under the following conditions:

• If a driver cancels before arriving, and selects "Reject service" as the reason, the system sends the order back to auto search.
  If this happens twice, the order is fully cancelled.

• If a driver cancels after arrival, also using "Reject service", the order is cancelled immediately.

• A driver is only considered to have "Arrived" if:

• The system status is set to "Arrived", and

• The driver is within the defined minimum pickup distance.

If a driver presses "Arrived" but is not actually close enough, the order is sent back to search.

• If the driver cancels with the reason "Client didn’t show up", the order is cancelled.

Operators can assist by:

• Viewing all cancelled orders in the Operator App.

• Manually assigning a new driver to minimize lost trips.

• Monitoring alerts:

  • A red flag appears for each cancellation in the Operator App.

  • This alert is visible on all orders with a “Cancelled” status.

• If an instant order is cancelled, it goes back to auto search.
• This cycle repeats after each cancellation, unless the 3-minute auto search period ends.

• The order expires.

• The customer sees the message:
  “No luck today. Looks like no one could take your booking :( Please, try later.”

• The order is logged with status: “CANCELLED SEARCH EXCEEDED”

• Reassigned and completed orders appear in reports with their final status (e.g., Finished paid, Finished unpaid).
• The ID of any driver who originally accepted but cancelled with reason “Reject service” (before arrival) appears in the “Intermediate driver IDs” column of the Order Report.