Pick-up Request is Cancelled. Now what?

TL;DR

• If your pick-up request is canceled unexpectedly, check your tracking number for updates or receive an email notification from the courier company.
• Common reasons for cancellation include incorrect or incomplete address details; ensure all information is accurate and communicate with the courier for clarification.
• Usually, a new pick-up attempt will occur the next business day; however, this can vary by company.
• If the cancellation occurs after your package has been picked up, contact the courier to report the issue and confirm the status of your shipment.

The pick-up request is cancelled but I didn’t cancel it. What could’ve happened and what should I do?

Imagine this scenario: you booked shipping services to send a parcel to another country, prepared the shipment for pickup and you are now waiting for the courier driver to come and collect it..

Read more about:

• Shipping with UPS
• Shipping with Hermes
• Amazon FAQ

But you receive an email informing you that the pick-up request is cancelled.

What now? Why this happened and what is the next thing to do?

Ways to find out that the pick-up request was cancelled

• Tracking number. When booking courier services, some companies will make a tracking code available immediately. This is the number assigned to your parcel, which will help you follow the transit. Other companies will provide you with a tracking code after collecting the package. And some others will provide you with the tracking number before, but they make functional only after the package is collected. In this case, it means that you will not be able to see any information in the system before the pick-up. Whenever you receive the tracking code, make sure you check the status regularly. Was the pick-up supposed to happen and the courier didn’t show up? Check the tracking system to see if there are additional information inserted. You might find out that the pick-up request is cancelled.
• E-mail notification. Some companies will also inform you via e-mail if the pick-up request is cancelled. Whether they inform you via email or you see the status in the tracking system, you’ll have to contact the company you placed the shipping order with (be it courier company directly or parcel broker company). They will advise you about the steps to follow and ask you for additional information if needed.

Read more about:

• Reasons for uncollected shipments
• Receiver refused delivery

What could’ve happened?

Whenever the parcel collection is cancelled, there is always a reason behind. The most common reasons are related to incomplete or wrong address information.

It can only be a piece of missing information in the address (either the street number or postcode). Any incomplete address can cause troubles for the courier driver and lead to delays. You’ll be required to give again your address, making sure that all the necessary details, such as a doorbell, are inside.

Missing details in the address or wrong information can lead to delayed deliveries as well. Read more about it on our dedicated blog post.

I could not fit the entire address in the order form

If you are familiar with ordering forms for any type of service, you may know that many times there are limitations in the number of characters you can insert. This can happen with parcel collection forms.

Try to shorten the words as much as possible. If this is not enough and you have to leave out some details from the address, make sure that after you complete your order, you send an email to the courier service provider/parcel broker with the complete address. Don’t just assume that the courier driver will find the location with only part of the information.

My address was correct and it can be easily found on Google maps

Sometimes it doesn’t seem reasonable to be asked again details that you have provided already. It might be the case that your address is easy to find on Google maps but note that the courier drivers are usually using their internal devices and don’t necessarily rely on Google maps to perform the collection or the delivery of the parcel.

Don’t lose time trying to convince them to check Google maps. Rather cooperate with them and give them all the information they need. You should not delay the collection even more by trying to convince them to use tools that you might find useful.

Will the parcel still be collected the same day it was supposed to?

This depends from case to case and from company to company. Most of the time, the courier driver won’t try to make the collection on the same day. This is because couriers have pre-set routes and a tight schedule which doesn’t allow them to go back and forth trying to serve the same customer.

So, most likely a new collection attempt will be arranged the next working day.

However, since this really varies from one courier service provider to another, you should definitely turn directly to them to make sure. Their representatives are the only ones who can give you the right information.

Will the parcel be sent with the same shipping label and have the same tracking number?

It depends. If the collection will be rescheduled and the system will process your order again, most likely your parcel will have a different tracking number assigned. In any case, you will be informed you about the change and provided with a new tracking number.

If you are not sure which is the tracking number that will be functional, just check the paper that the courier driver leaves when he collects your package. The tracking number written on the paper is the correct one and the only one you can use to check the status of your parcel transit.

You are notified that the pick-up request is cancelled after your package was actually picked up

Sometimes it might happen that you receive a cancellation notification on your email or you see this status in the tracking system, even though the courier driver already collected your parcel.

It is not something you should worry about. System errors are deemed to happen. You should only contact the courier company or parcel broker and make them aware of the situation. They will check if everything is alright and update the information in the tracking system.

Cancel a shipment or amend a pick-up request

Almost all courier companies allow the cancellation of the pick-up request or changes in the order. Again, it varies from one company to another and different rules apply. With some, you might be able to do it yourself in your customer account, with others you will have to contact them and require the change.

Note that, in case you decide to cancel the order, you won’t necessarily get a reimbursement for the money spent. This is a more common case with parcel brokers who just pass the order to courier service provider. Given the fact that costs are already incurred when the order is confirmed with a courier service provider, you might not be entitled to receive a full or partial refund.

Check with the couriers before deciding to cancel an order and see what are the options.

How can I cancel or amend a pickup request with Eurosender?

If you’ve booked courier service through Eurosender, note that you cannot amend the collection or delivery details directly from your account. You will have to contact us and our agents will see the matter in the shortest possible time.

If you want to cancel a shipment, we strongly advise you to do it before your order is confirmed with one courier service provider.

Still have questions?

Check our articles that answer the most common questions about shipping.