Manual Cancellations

Orders may need to be cancelled due to unforeseen circumstances, travel disruptions, or customer requests. While some agencies send cancellation instructions in formats similar to External Orders (see the Receiving Order Cancellations article), others send cancellations via email, phone, or similar. In these cases, you may need to manually cancel the order within RideHQ.

Actions “On Behalf Of”

Once a Ride is confirmed, you can manually cancel a Sales Order in RideHQ by clicking the red Cancel button at the top of the form. 

In certain cases, actions can be taken on behalf of another entity. For example, you may cancel a Sales Order on behalf of a customer who calls in to cancel.

Cancellation Options and Statuses

Button Text	Action	Status set to
Cancelled by us	Cancels the SO (company decision).	Cancelled by seller (SO)
Cancelled by buyer	Cancels SO on behalf of the company’s customer, eg: by telephone.	Cancelled by buyer (SO)

Selecting a Cancellation Reason

When manually canceling an order, you’ll be prompted to select a Cancellation Reason for supply-side (company-initiated) cancellations.

Cancellation Reasons

• Incorrect information
• Missing information
  
• Driver no longer available
  
• Service no longer permitted
• Overdue expired
• No service temporarily
• Reached credit limit
• Force Majeure
• Contract expired
• Other

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