You have the Cents Driver App and the stop is on your route.

Only cancel if you truly can't complete the stop. Cancelling notifies the customer.

Open the Stop Details screen for the stop.

Tap the red ! icon.

Select the reason that applies (for example, the customer wasn't home).

Tap Cancel Pickup or Cancel Delivery to confirm.

Cancelled pickup: the whole order is cancelled, any pending card authorization is released, and the customer is notified. If the customer wasn't home and your store charges a missed pickup fee, the order becomes a missed pickup fee instead. It's charged, held for review, or resolved based on your store's settings.

Cancelled delivery: the order is not cancelled. It goes back to Ready for Pickup for in-store pickup, the delivery fee and tip are removed (and refunded if already paid), and the customer is texted the reason with a link to reschedule.

Can't find the red ! icon?
Open the stop first. The icon is on the Stop Details screen, not on the route list.

Cancelled a pickup by mistake?
A cancelled pickup cancels the order, so it can't be undone in the Driver App. Ask your store to create a new pickup, or have the customer place a new order.

Cancelled a delivery by mistake?
The order is still at the store as Ready for Pickup. Your store can schedule a new delivery, or the customer can reschedule from the link in their text.

The customer was charged a missed pickup fee?
That depends on your store's missed pickup settings in Cents Business Manager under Delivery Settings > Pickup & Delivery Fee Settings. Your store can review or waive it there.

The customer didn't get a text?
Customers who replied STOP don't receive texts. Your store can contact them directly.

Not sure which reason to pick?
Choose the one closest to what happened. Your store uses it to follow up with the customer.