Why was I removed from my order?

Help delivery pros understand the various reasons they could be removed from an order.

November 11, 2025

Delivery pros can be removed from orders either by their own request or due to various business needs. If you are removed from an order, it likely matches one of these scenarios:

• Vehicle Capacity Issue: The material will not fit in your vehicle. Always check the notes for details on items and dimensions.

• Customer request: Sometimes orders get placed and a pro is already on site, customer's may request to have the order assigned to the pro. They may also ask for a new pro if you are running late, delaying their order.

• Order not started: You claimed a scheduled order and did not start it in time. Dispatch sends a reminder 20 min and 10 min before it automatically removes you from the orders for not swiping to start the order. Make sure to swipe to start if you plan on delivering.

• Overcommitment/Order Delayed: You've accepted too many orders or are running late. These might be scheduled for the next day like Sunrun (remember limit is 1 per delivery window) or orders you are working in real time. You do not need to accept all orders sent to you; remember to prioritize on-time delivery!

• Unresponsive: Dispatch has tried to contact you for an update and have not been able to reach you. When working on Dispatch orders, please try to be available for updates.

• Your Request: You've accepted an order, but are requesting to release it. Be careful not to release too many orders, it may jeopardize your access to the network.

When pros are removed from the order they will receive an app alert and text alert as a reminder. Dispatch support is not able to offer additional information on why you were removed from that specific order.

Dispatch App Alert

Dispatch Text Alert