In the event that you need to cancel your order, it’s important to provide the reason for cancellation, which can be used for reporting and analytics purposes. 

Full details of the parameters and allowed values when cancelling can be found here

Similarly, if Stuart cancels your order, you can receive the cancellation reason through webhook tracking updates. Find more details here

Here is our full list of cancellation reasons and associated descriptions: 




The driver was unable to find the address due to an issue with the address, or the address provided is deemed to be otherwise not the correct address.


Either the package was received as damaged by the courier, or the package was damaged on route.


The customer requested that the order be cancelled, whether by Support chat conversation or other means. When we refer to a “customer” in this context, it could be either the client or the end customer.


The transport type or package size assigned to the order was too big or too small and requires amendment.


After attempting to contact the customer several times, the driver is unable to reach the end customer.


The driver was able to contact/meet the customer, but for whatever reason, the customer refuses to receive the package.


The pick-up location has already closed by the time the driver reached it.


Stuart cannot supply any drivers for the job and has to cancel the delivery as a result.


A technical issue has prevented the order from being delivered successfully.


The order was created more than once, or the package was not at the pick-up location for any other reason outside of Stuart’s visibility.


Driver issues such as accidents or breakdowns impacted the order.


The store gave the wrong package to the driver.


No driver was found to fulfil the order in the appropriate time.


Issues which don’t fit into any other reason.


Cold chain packages are those that have a specific time window in which they must be delivered, such as frozen food. If the cold chain time window is exceeded, the order may be cancelled or returned.


The package contains age-restricted items, and the end customer is underaged when ID’d.


Support has manually bundled this delivery with another.


The current courier won’t be able to fulfil the delivery, we will look for another driver to take the job.


The job was created with a package size that doesn’t accurately reflect the package, so Stuart support has changed the size or split the package.


The package size provided was incorrect and a request (from the client or Stuart support) to cancel the job has been created.


The job was created with a package size that doesn’t accurately reflect the package and so Stuart support have changed the size or split the package


The package is not available or not yet ready. Therefore the driver cannot pick it up.


Either the driver went to deliver the order with a point of sale and has to return it, or the driver received cash from the end customer and must return it