Help CenterOrders

Edit, cancel and correct mistakes

Admin portalOrdersUpdated today

Fix details on an order, cancel it, or undo a status that was recorded by mistake, without losing the history.

Before you start
  • Your role has the Edit, Cancel or Exception permission, depending on what you do.
1

Edit an order

Press ⋯ on the order’s row and choose Edit. You can also press Edit in the order’s side panel.

Edit orderSample screen
Edit order · ORD-004822✕
1
Khalid Al-Harbi
+966 55 012 3456
Riyadh
Olaya St, Building 12
Al Olaya
Call on arrival
2.5 kg → 3.5 kg
30×20×10
Next day
450.00 SAR
3
Sender 🔒
Credit 🔒
4
Pricing preview
Delivery charge 28.00 SAR → 36.00 SAR · credit check passed
Cancel5Save changes
  1. What you can change: recipient, phone, delivery city, address, district, instructions, weight, dimensions, service and COD. Changing the address finds the zone again and prices the order again. Changing COD needs the payment permission as well.
  2. Weight and dimensions need the Edit weight / dimensions permission. With Re-weighing on, the charges are recalculated automatically, and the old and new weights are logged and visible to the merchant. Changing the delivery city or the service also prices the order again and re-checks the package rule.
  3. Locked fields. Who pays and the charge type are locked once the delivery charge was paid at pickup.
  4. Pricing preview. Shows the new charge and rule, and checks the merchant’s credit before you save. If the new rule names a partner courier, “Re-assign to” that courier is ticked.
  5. Save changes applies them. The order is marked “Edited after creation”, and the old values stay in the audit log.
2

Cancel an order

Press ⋯ on the order’s row and choose Cancel order. You can also cancel several orders from the selection bar.

Cancel ordersSample screen
Cancel orders✕
1
ORD-004821 · will be cancelled
ORD-004819 · picked up, will return to the merchant (return charge)
ORD-004815 · cannot be cancelled: already delivered
Merchant requested ▾
3The merchant is notified. You can undo for 10 seconds.
Keep orders4Cancel 2
  1. The orders. Orders that will be cancelled, orders that cannot be cancelled with the reason, and, when Allow cancel after pickup is on, picked-up orders that go back to the merchant with the return charge instead.
  2. Reason. Required: Merchant requested, Duplicate order, Address not serviceable or Other. The field turns red if you leave it empty.
  3. Notification and undo. The merchant is notified, a booking with a partner courier is cancelled with the partner, and you can undo for 10 seconds.
  4. Cancel cancels the orders that can be cancelled.
3

Correct a status recorded by mistake

An exception fixes the history without deleting anything.

Order · HistorySample screen
BriefShipmentCourierMerchantPaymentHistory
EventWhenBy
DeliveredThu 5 Nov 4:12 PMAli1Void
Out for deliveryThu 5 Nov 3:40 PMAliVoid
Create exception✕
2 ☑ Delivered · Thu 5 Nov 4:12 PM · Ali
☐ Out for delivery · Thu 5 Nov 3:40 PM
Status marked by mistake ▾
4
The events are voided, not deleted. Status, attempts, timers and money are recalculated.
Cancel5Create exception
  1. Void on an event in the History tab opens Create exception with that event already ticked. You can also use ⋯ › Create exception in the selection bar or the order’s side panel.
  2. The events that were recorded by mistake. Tick them. They show “Will be voided”, and the top shows the current status and the status you will get.
  3. Reason. Required: Status marked by mistake, Wrong order scanned, Driver app error, Partner sent a wrong update or Other. You can add a note too.
  4. What happens. The events are voided, never deleted. The status, attempts, timers, location and money are recalculated. Voiding Delivered reverses the COD collection and the driver’s cash. It is blocked once the COD was paid to the merchant: reverse the settlement in Finance first.
  5. Create exception applies it. The history shows an exception ID, and the voided events stay on the list, crossed out.
NoteVoiding Delivered reverses the COD. It is blocked once the COD has been paid to the merchant: reverse the settlement in Finance first.
4

Know when editing and cancelling are allowed

Two settings decide this.

Settings › OrdersSample screen
Orders
1Edit policy
○ Never
◉ Until pickup (default)
○ Until out for delivery
2Cancel
☐ Allow cancel after pickup
  1. Edit policy. Never, Until pickup (the default), or Until out for delivery. It decides when Edit is available. A failed delivery can still have its phone and address fixed.
  2. Allow cancel after pickup. When it is on, an order can be cancelled after pickup. It then goes to Returning to merchant, with the return charge.

Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.

Common questions

Why is Edit greyed out?

The order is past the point your Edit policy allows, it has a final status, or a partner already booked it. Hover the item to see the reason, for example “Orders can only be edited until pickup” or “Booked with a partner. Edit with the partner or cancel the booking first”.

Can I delete an order?

No. Orders are never deleted. Cancel it, or use an exception for an event recorded by mistake.

The recipient’s phone or address was wrong and the delivery failed.

Fix the phone or address from the failed delivery. That works whatever your Edit policy says, and the order is flagged Updated.

Where do I see what was changed?

In the History tab and in the audit log. The old values are always kept.

Related guides

Update status, assign drivers and scanOrder statuses, flags and locations
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