Hi, how can we help?

[ShopeeFood] Why my order is yet to be assigned to a Delivery Partner?

English | Bahasa Malaysia
 
We understand that waiting for a delivery partner can be frustrating. Here’s everything you need to know about delays, what you can do, and how we are improving your experience.

1. Why Is There a Delay in Assigning a Delivery Partner?
Your order might not be assigned immediately due to:

  • High demand: During peak hours or festive seasons, there may be fewer delivery partners available due to increased order volumes.
  • Traffic & weather: Heavy traffic or adverse weather conditions can impact the assignment of riders, as they need to navigate safely. 

 

2. What can you do? 

i. Automatic cancellation

  • If a driver isn't found within the specified time, your order will be automatically canceled, and you’ll receive a refund. Learn more about refund timeline HERE.

ii. Cancel your order

  • Immediately after placement: You have 5 seconds to cancel your order right after placing it. Once the restaurant starts preparing your order, cancellation is not recommended.

  • If no driver is assigned: You can click the ‘Cancel This Order’ button on your order details page (when available). 

  

iii. Track in real-time

  • Stay updated on rider assignment progress through real-time notifications in the app.

 

 

3. Why Can’t I Cancel My Order?
  • Kitchen's Cooking: Once the restaurant starts preparing your food, cancellation is difficult because they have already invested time and ingredients.
  • Driver Assigned: If a driver has already been assigned, canceling may not be possible, as they could be on the way, which could cause inconvenience.
 
⚠️ Note: Order cancellation is only possible if the merchant agrees. If the merchant has begun preparing your order, cancellation requests will be rejected.

4. How Are We Improving?
  • More Delivery Partners: We are onboarding additional riders to reduce wait times.
  • Real-Time Updates: You’ll receive timely notifications about your order status.
  • Localized Recruitment: Recruiting riders in high-demand areas ensures faster assignments.
  • Real-Time Traffic Updates: Delivery partners use live traffic data to avoid congested routes, improving delivery speed.
Are you satisfied with the article?
Satisfied
Unsatisfied