Hi, how can we help?

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We understand that it can be frustrating when there is a delay in assigning a delivery partner to your order. Here are several possible reasons why this may occur:

• High number of orders during peak hours - The platform is encountering high demand and this could potentially cause some delays. Your consideration and patient are very much appreciated.

• Heavy traffic and bad weather conditions - The weather or traffic conditions may cause delays. Our riders are paying more attention and being more careful on the road while carrying out their delivery task under such circumstances.

• Festive seasons and holidays- As our buyers are enjoying the festive season, some of our riders are celebrating too and this may lead to potential delays. We're trying our best to allocate drivers efficiently during these periods, and we apologise for any delay that occurs.

Please note that if we are not able to find you a driver within the stipulated time, your order may be auto-cancelled.

You may cancel the order from your end as well if you are not willing to wait while we find you a driver. Nonetheless, the cancellation may depend on a time restriction.

• If your order is newly placed, you will be provided 10 seconds to cancel it immediately after placement. Once the restaurant starts preparing your order, cancellation is not recommended.

• If your order hasn't been assigned to a driver, you have the option to cancel it when the cancellation option is provided on your order page. To initiate this cancellation, simply scroll down on the order details page and you will find a 'Cancel This Order' button (as displayed below). Clicking on this button will activate the order cancellation process.

What if I still cannot see the cancel button in the app even though my order has not been assigned to a rider?

• Please check if your Shopee App is updated to the latest version
• Restart your device and refresh the order page and re-enter the order details page to check if the order has been assigned to a driver
• If you are still unable to cancel, it may be due to our system is still assigning a rider to you

⚠️ Note:

• Order cancellation is only possible if the merchant agrees to cancel the order, if the merchant has begun to prepare your order, the cancellation request will be rejected.

For further assistance, please feel free to contact us via ShopeeFood Live Chat or you may fill out the form HERE.