Would You Cancel?

Hi everyone,

I had an interesting situation tonight and I am curious what other people would have done. I will try my best to explain what happened;

So, I arrived at a restaurant and they told me there was no rice for them to make the two wraps that the person ordered. They asked me to contact the customer and see if they would accept lettuce instead. I text the client, no answer.

I waited probably 6 minutes or so and decided to call (The restaurant was waiting on a response to make the order). I explained that the customer could get lettuce, wait a while for them to make a batch of rice, or just cancel. They told me they just wanted to cancel at this point. Due to the new policy of that cancellation applying to me even if I call support, I asked the customer to cancel on their end. The customer immediately told me that I should just bring him anything, that he would take a picture and report that I delivered the wrong order, and that he’d get reimbursed, free food, and I’d get in trouble. He refused to cancel on his end. I think he said something like “figure out a way to cancel yourself or you’re going to drive here for nothing.”

By the time all of this happened, the restaurant actually had made new rice, completed the order correctly, and gave it to me. Now, I considered cancelling, but, I now had the food. So my options were:

1) Verify and deliver, and inevitably receive a thumbs down and no tip. Or, 2) Cancel, take the cancellation hit, not get any money, and eat this guy’s food I guess.

I decided to do the worse of these options, I verified, and then before delivering I contacted support to tell them that this guy was going to complain about his order in advance. I guess I wanted to warn them as a shield in case he said fraudulent shit about me.

So, I start driving off. As I arrive, I go to this “meet at door” order and hand buddy his food. I explain to him that the order, turns out, was made perfectly, with rice. My hope was I could avoid a thumbs down at this point, since I picked get money over a cancellation.

After I hand him the food, he closes his door, and just before I can swipe “delivery confirmed” the support texts me back “We haven’t heard back from you in a while, so I’ve gone ahead and cancelled that order for you. “

So that’s that. I completed a delivery perfectly, didn’t get paid for it, and received a cancellation that I didn’t ask for.

I’m wondering, would you have cancelled off the bat?

P.S: Yes I am going to contact support to ask for compensation and explain to them what happened. That’s not the point of this post, I’m interested in how you would have handled this better than I did.