When a merchant cancels an order, a customer cancels, or a customer becomes unreachable, the biggest concern is that the order will disappear from the screen, leaving no record of the time you’ve already spent. You must first distinguish between the reason for the cancellation and the actual service time so that you have the data needed to verify the details with the platform.
Scope of the Official Rules
According to the Ministry of Labor’s guidelines on compensation, if an order remains unfulfilled due to reasons not attributable to the delivery rider—such as cancellation by the merchant, cancellation by the consumer, or the consumer being unreachable—the delivery rider may still request compensation based on the actual time spent providing delivery services; however, the minimum guarantee of 45 yuan per order does not apply to such unfulfilled orders.
Cancel and Save First
Save the order number, order acceptance time, time of arrival at the store or pickup location, cancellation notification, and platform customer service records. Don’t just save a screenshot of the cancellation page, because it may not clearly show which stage of the process you had reached before the cancellation.
Ask the platform for clarification
Use the official reporting portal to explain the actual time spent and any reasons beyond your control, and inquire about the review and payment results. If the response simply states “system determination,” you may ask the platform to provide the calculation period and the specific reasons for the denial.
Source:Ministry of Labor: Compensation Protection. For the actual platform terms and how individual cases are handled, please refer to the official notice for the current period.
