Overview
Order and leg cancellations allow you to handle situations where shipments cannot be completed as planned. You can cancel an entire order or individual legs depending on your needs. The cancellation process varies slightly depending on whether a leg has already started.
Understanding Orders vs. Legs
Before cancelling, it's important to understand the difference:
Order: The complete shipment from origin to final destination. An order may contain multiple legs.
Leg: A single segment of an order, typically representing one driver's portion of the trip. Orders can have multiple legs when different drivers or equipment are needed for different parts of the journey. Key points:
Cancelling an entire order doesn't cancel legs automatically
You can cancel individual legs without cancelling the whole order
Already-started legs require additional information for driver pay calculation
Cancelling an Entire Order
Use this when the entire shipment is being cancelled, not just a portion of it.
Steps to Cancel an Order
Navigate to the order details screen for the order you want to cancel
Click three-dot menu in the right
Click the Cancel order button
In the "Cancel order" dialog that appears:
Select a Reason from the dropdown menu (required)
Add Additional information in the text field if needed (optional, up to 250 characters)
Toggle Add cancellation fee if the customer should be invoiced for the cancellation (optional)
When enabled, specify the dollar amount to charge
Click Cancel order to confirm
What Happens When You Cancel an Order
The order status changes to "Cancelled"
Associated legs are not cancelled
If a cancellation fee was added, it will appear on the customer's next invoice
Cancelling a Leg That Has Not Started
Use this when you need to cancel a specific leg before the driver has begun the trip.
Steps to Cancel Not Started Leg
Navigate to the order containing the leg you want to cancel
Locate the specific leg in the Route
Click three-dot menu in the leg, select Cancel leg option
In the "Cancel leg" dialog:
Select a Reason from the dropdown menu (required)
Add Additional information if needed (optional, up to 250 characters)
Click Cancel leg to confirm
What Happens When You Cancel Not Started Leg
The leg status changes to "Cancelled"
No driver pay is calculated (since work hasn't started)
The order remains active (other legs are not affected)
You can create a new leg to replace the cancelled one if needed
⚠️ Important: Make sure the driver has not actually started the leg. If they have picked up the load or begun driving, use the "started leg" cancellation process instead to ensure correct pay calculation.
Cancelling a Leg That Has Already Started
Use this when you need to cancel a leg after the driver has begun working (picked up the load, started driving, etc.).
Steps to Cancel a Started Leg
Navigate to the order containing the leg you want to cancel
Locate the specific leg in the order details
Click Cancel leg for that leg
In the "Cancel leg" dialog:
Select a Reason from the dropdown menu (required)
Add Additional information if needed (optional, up to 250 characters)
Select where the driver stopped (required for started legs)
Enter or select the Driver location where they stopped
Adjust driver working hours, miles, days
Click Cancel leg to confirm
What Happens When You Cancel a Started Leg
The leg status changes to "Cancelled"
Driver pay is calculated based on actual distance/work completed
The order remains active (other legs continue as normal)
You can create a new leg from the stop point to complete delivery
💡 Tip: Be as accurate as possible with the stop location. This ensures the driver is paid correctly for the work they completed.