Request an order cancellation on a live route

Last updated: October 29, 2026

When a customer cancels an order that's already on a driver's van, cancelling the delivery on its own leaves a gap in the route: the driver's remaining stops were planned around a drop that's no longer happening. An order cancellation request handles this in two steps. You request the cancellation, which raises an exception on the route; then you re-optimize the route from that exception, review the new plan for the driver's remaining stops, and apply it. The order is canceled and the route re-sequenced together, only when you accept the plan.

Note

This flow needs exception handling, which is an add-on within Execute: the request is raised as an exception, and you apply it from that exception. Exceptions appear only when exception handling is on for your organization. If you don't see exceptions in Execute, reach out to Nash.

For what Execute is, see the Execute overview; for how exceptions work in general, see the Exceptions overview.

When you can request a cancellation

Request Cancellation appears on an order when all of these are true:

  • The route is live — assigned to a driver or under way. For an order on a route that hasn't been dispatched, remove the order from the route instead (see Edit a route).
  • The route's first pickup is done, so the order is on board.
  • The route doesn't go back for another pickup partway through.
  • The order's dropoff hasn't been completed.
  • Your role can cancel deliveries. If you can't, the action doesn't appear.

Step 1: Request the cancellation

  1. In Execute, open the route and go to the Stops tab.
  2. Select the order's dropoff stop (or choose View details from its Stop actions menu) to open the order panel.
  3. Select Request Cancellation.

Nash confirms with "Cancellation requested" and a reminder that the request was raised as a route exception, to apply by re-optimizing the route. Nothing has been canceled yet: the order is still on the route and the driver's stops are unchanged.

The route now carries an Order cancellation request exception. It shows in the route's Exception cell in the table and on the route panel's Issues tab, like any other exception. Requesting the same order again before anyone has acknowledged the exception doesn't create a second one.

Step 2: Re-optimize and review the plan

  1. Open the route panel's Issues tab and select the Order cancellation request exception.
  2. Select Re-optimize on the exception.

The Re-optimize button needs a role that can take actions in Execute (Execute set to Write in your role). If you don't see it, ask an administrator in your organization.

The review opens and starts building a new plan straight away; it reads "Building a new plan" while it works. The plan re-solves only the stops still ahead of the driver, without the canceled order. Completed stops are left alone.

When the plan is ready, the review shows the route side by side:

  • Upcoming stops — the driver's remaining stops as they are now, with the canceled order marked Order cancelled.
  • New route — the remaining stops in the proposed order, with each stop's new arrival time against its current one.

Above them, a summary shows what the plan changes: the route's Finish time, Lateness (whether any stop ends up later against its promise), and how many stops moved. If the canceled order's stop serves other orders too, it stays on the route ("Stop stays — it serves other orders"); otherwise it drops off ("Stop drops off the route").

Step 3: Accept or discard

  • Accept and apply cancels the order and puts the new sequence on the route. The review shows "Plan applied — The order is cancelled, the stops ahead of the driver are re-sequenced, and the driver app has been told to refresh," and Nash confirms with "Route updated". The exception closes as Re-optimized.
  • Discard closes the review without changing anything. The order stays on the route, the driver's stops stay as they were, and the exception stays open, so you can select Re-optimize again later.

If the plan can't be built

  • Re-optimization refused — Nash couldn't produce a plan for the route as it stands, and the review shows the reason. A plan that would leave any other order without a stop is refused rather than offered.
  • Still running — the plan took longer than usual. Select Try again to start a fresh one from the route's current state.
  • Plan can't be shown — the plan couldn't be matched against the route, so there's nothing to accept. Close the review and try again.

In each case nothing changes on the route, and the exception stays open. Once an exception is resolved, Re-optimize no longer appears on it.

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