How do I cancel a food delivery order that won't cancel?
Answer
Cancellation availability depends on the order's status: orders not yet accepted by a store or driver usually cancel instantly, while orders already being prepared or picked up often cannot be cancelled without contacting support, and a partial charge may still apply.
Before you start: stop right away if…
- Do not share account passwords or one-time codes with anyone contacting outside the official app claiming to process a refund.
Follow these steps
Check the current order status
Open the app, go to Orders, and select the active order to see its current status before trying to cancel.
You should see: The exact stage of the order (placed, preparing, picked up, on the way) is visible.
Try the in-app cancel option
From the order details screen, look for 'Help,' then 'Cancel Order,' rather than trying to cancel from the main order list.
You should see: Either the order cancels immediately, or the app explains why cancellation is not available at this stage.
Contact support through the app
If cancellation is not offered, tap Help on the order, then choose the option closest to the issue, such as 'Order issue' or 'I want a refund,' and describe the situation.
You should see: A support chat opens where the specific order and refund request can be submitted.
Ask about a partial refund
If the store has already started preparing the order, ask support specifically whether a partial refund is possible instead of a full cancellation.
You should see: Support confirms whether any refund applies, even if the order itself cannot be stopped.
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Extra tips
What to look for: The order status shown in the Orders or Activity tab (such as 'Preparing,' 'On its way,' or 'Delivered'), and whether a 'Cancel Order' button is greyed out or missing entirely.
Before you change anything: Note the exact order number and current status before contacting support. Check whether payment has already been charged for the order. Confirm the request is being made in the official delivery app, not a third-party link. Never share account passwords with anyone claiming to help by phone or text.