Canceling or Rescheduling Failed Orders

You can use Bringg to build responses for when you cannot fulfill an order. Set up different procedures depending on the reason for a cancellation or failed delivery, and determine what, if any, processes or driver actions need to happen along the way. For each scenario in which a driver cannot complete the delivery, you can determine how many retries to attempt before returning the item to the fulfillment center, and rescheduling or canceling the delivery completely.

For example, build a flow that a dispatcher activates to reschedule an order for a later shift when there are no drivers available to deliver the order. Build a separate flow that instructs a driver to add a note to the order and return the item to the fulfillment center when a consumer is not home to receive it.

Create flows for canceled or failed deliveries

 

Each procedure appears in a user's list of possible cancellation reasons only when the exact fulfillment circumstances apply.

Before You Begin

• Confirm you have a Bringg user of type Admin.
• Clarify the different potential circumstances for which you might need to enable a cancellation or failed delivery flow. For example, if the customer is not at home, or rejects some of the items, or if the item is unavailable.
• Contact your Bringg customer service representative to enable certain cancellation settings.

Update User Permissions

(Optional) Enable dispatchers and drivers to respond to failed deliveries. Enabling these permissions allows users to initiate cancellation or failed delivery processes once you define which scenarios apply to them.

To...	Do this...
Enable cancellation permission for dispatchers.	Select Settings > Merchant Configuration > DISPATCH BEHAVIOR > Enable order cancellation. Use this permission if, for example, you want a dispatcher to be able to activate a process to reschedule an order when no drivers are available to deliver it at the set time. Allow dispatchers to activate cancellations
Enable cancellation permission for drivers.	1. Go to Settings > Driver App > Configuration. 2. Select the checkbox next to Allow Driver to Cancel Task. 3. Select the dropdown to choose whether drivers can cancel at any stage of delivery, or only at either the pickup or delivery location. For example, perhaps you want drivers to activate a failed delivery process only if they no longer have time to pick up an order, or only if they arrive at the delivery location and the customer is not home.

Access the Cancellation Flow settings

To access procedure settings for specific scenarios, navigate to Merchant Configuration > CANCELLATION FLOW.

Open cancellation procedures

 Bringg helps by offering a default set of common reasons for declaring an order canceled. You can then either keep these reasons and configure the specific settings for each or dismiss them by adding your own.

Create a Cancellation Flow

Step 1: To create a process for a specific scenario, select Add Cancellation Reason.

Add a cancellation process

 

This creates an empty row at the bottom of the list of cancellation reasons for you to configure.

Step 2: Name the procedure for the specific scenario by inputting the name in the Text column.

For example, name a procedure customer is not home for scenarios when the driver arrives to the delivery location and finds the customer not there.

Define the specific scenario

Define Failed Order Scenarios

Define where and when the scenario occurs so that you can customize a response for the specific circumstances.

For example, if an issue occurs at the pickup location, you can cancel or reschedule an order right away. However, if a driver arrives at the delivery location, they may also need to return the item to the fulfillment center.

Step 1: Select the applicable option in Order Type.

Choose when in the fulfillment process this procedure applies

 

Step 2: Select the applicable option in Waypoint.

Configure response

Step 1: Enable applicable users to initiate the cancellation or rescheduling procedure.

For example, allow only drivers to activate a process if it occurs once they arrive at the delivery location. However, allow dispatchers to reschedule a delivery if there is no driver available during the specified time window.

Any scenarios you enable for a specific user type appear as an option when they cancel an order in Bringg.

Define which users can respond to circumstance by initiating a process

 

Step 2: (Optional) Set the driver's immediate response in Mandatory Actions.

For example, if a customer rejects any of the items in an order, you can require the driver to collect a signature from the customer. 

Tell drivers what to do if a delivery fails

 

Contact your Bringg customer service representative if your driver s need to complete more detailed forms when canceling an order.

Step 3: (Optional) Enable the possibility to retry or reschedule failed deliveries.

This also tells drivers to return undelivered items to the fulfillment center.

For example, if the customer is not home, reschedule the delivery for a time window the next day, and ask the driver to return the item to the fulfillment center meanwhile.

Activate the process to return an order to the fulfillment center

 

Step 4: (Optional) Instruct the driver to return to the fulfillment center with any undelivered inventory after completing their route.

Ensure drivers always return to the fulfillment center with undelivered inventory

 

Finalize your flow

Select Save to confirm your cancellation and failed delivery procedures.

Preserve your flows

Manage Cancellation Flows

Remove a cancellation flow

If necessary, you can remove a cancellation or failed delivery scenario from the list by selecting the trash  icon.

Associate flows with tags

Once you complete the setup of your cancellation flows, you can cancel orders as needed.