This guide explains what happens when an order is cancelled - whether by the customer or the platform - and how it will appear in your reports and statements.
We understand that cancellations can be frustrating, especially when they’re outside of your control.
💡Note: If you need help with an order that’s currently live and still in your kitchen, the fastest way to get support is to call the platforms directly:
Just Eat: 0208 736 2000
Deliveroo: +44 (0)20 7138 9037
Uber Eats: +448081785518
Sessions are unable to help during live orders, and we cannot cancel an order on your behalf, but the platforms will be able to provide some support. Please ask to verify your restaurants idenity using your site address or postcode.
✨ Good to know:
Customer cancelled orders are automatically reported to us by Deliveroo and Uber. You don’t need to do anything - if the platforms have provided compensation, this will automatically be passed on to us so your statements will always update to reflect them accurately.
You can find your cancelled order data in the dashboard, please head to your Payouts, and click into the payout to view cancelled order data from that week.
We raise Just Eat cancelled orders manually to the platform, so please fill out a Cancellation Form for each Just Eat cancellation within 2 days of the order being cancelled. Please note this can take up to two weeks to process and the outcome of the compensation request is outside of Sessions control. We endeavour to respond via email with the compensation outcome within 21 days.
How do cancellations affect your statements?
When the customer or platform cancels an order, and Deliveroo and Uber pass the compensation to us:
The order will appear as cancelled in your dashboard 'Orders' section and sales reports with the order value present, but it is not visible in 'Payouts' as the value has not been deducted.
The order value is still counted in your total GMV in both the dashboard and invoices.
Sessions is charged the standard fee on these orders, which is in turn included in Sessions commission.
If Deliveroo and Uber decide to not approve the compensation
E.g. a driver arrived to collect an order but you were closed.
The order will appear as cancelled in your dashboard 'Orders' section and sales reports with the order value present.
The order value is still counted in your total GMV in both the dashboard and invoices.
The order will appear as a deduction in your payout under 'Cancelled Orders'
If you cancel an order (e.g. - items out of stock):
The order will appear as cancelled in your dashboard 'Orders' section and sales reports with the order value present.
The order value is still counted in your total GMV in both the dashboard and invoices.
The order will appear as a deduction under 'Cancelled Orders' in your payout
Just Eat
The order will appear as cancelled in your dashboard 'Orders' section and sales reports with the order value present.
The order value is still counted in your total GMV in both the dashboard and invoices.
The order will always appear as a deduction under 'Cancelled Orders' in your payout ❗️However, if your Just Eat compensation form is approved, the value will be added to your statements as a refund within 3 weeks, so this will cancel out the deduction.
✅ Rest assured: All customer cancelled orders are automatically reported to us by the platforms for Deliveroo and Uber, so your statements will always reflect them accurately.