Cancellation

Users, operators, drivers, and the platform have several possibilities for cancellation during the lifecycle of a ride. This page provides an overview of the resulting cancellation reasons.

System cancellation reasons

The system cancels a ride whenever something went wrong during the matching or when it wasn’t accepted in time. The following cancellation reasons are specified.

Reason	Description	Further details
apply_failed	Offered solution invalid	After matching, a second check ensures that the solution is still valid. If it is not, the ride is canceled. This can happen, for example, if another booking is made for the same vehicle planning during the process and the request no longer fits into it. More commonly, however, it happens due to routing differences — for example, a route initially estimated at 5 minutes might later update to 10 minutes because the vehicle took a different turn than expected.
direct_routing_failed	We could not find a route for that ride	The direct routing failed.
driver_client_did_not_accept_in_time	Driver did not accept in time
driver_did_not_accept_in_time	Driver did not accept in time	If the driver did not accept the ride in the time set in the section driver-related settings within the product settings.
no_task_list_found	No vehicle with an active shift	There are no vehicles with an active shift, therefore no ride can be offered.
no_vehicle_available	No vehicle available	During the matching no suitable vehicle is found. Note, that this does not mean necessarily that absolutely no vehicle is available, but that the Matching has not found a fit to a vehicle planning. This can have various reasons, like reservations or upcoming Repositioning Tasks etc.
passenger_did_not_accept_in_time	Passenger did not book in time	If the passenger did not accept the ride in the time set in the section passenger-related settings within the product settings.
payment_reservation_failed	Reservation with payment provider failed	The user attempted to pay the ride via PayPal and the reservation has failed.
prohibit_parallel_filter	Canceled due to prohibit parallel ride filter
ride_request_outdated	Ride request outdated	If the ride request was initialized more than two hours in the past, it’s canceled during the matching.
ticket_purchase_failed	Ticket purchase failed

Passenger cancellation reasons

Passengers can cancel a ride at various stages; see ride states for more information. The following cancellation reason is set.

Reason	Description	Further details
passenger_cancelled	Canceled by passenger	This cancellation reason is used whenever the passenger cancels, whether during search, matching, booking, or even after the ride is booked but before pickup. If the product feature passenger cancellation statement is enabled, passengers can also select a reason from the global or product-specific cancellation reasons.

Operator cancellation reasons

Reason	Description	Further details
operator_cancelled	Canceled by operator	This cancellation reason is set when the performer is an admin (operator), there is no cancellation statement provided, and no explicit cancellation reason is passed in.

Driver cancellation reasons

Reason	Description	Further details
driver_cancelled	Canceled by driver	If the driver cancels a ride, this cancellation reason is set. If the product feature passenger cancellation statement is enabled, drivers can also select a reason from the global or product-specific cancellation reasons.
driver_rejected	Rejected by driver	If the driver rejects a ride, this cancellation reason is set.

Platform cancellation reasons

Reason	Description	Further details
platform_cancelled	Canceled by platform	This cancellation reason is set when the performer is the platform, there is no cancellation statement provided, and no explicit cancellation reason is passed in.