Canceled order due to food safety concerns

Updated by Nichole Lee

Keeping food safe requires that temperature-sensitive items be delivered within a specified timeframe (75 minutes of when the items are picked from the shelf for Dotcom and GoLocal orders and 90 minutes for Shopping orders). Examples of temperature-sensitive items, also called perishable items, include cold items such as milk, eggs, ice cream, and live bait; this also applies to hot items such as rotisserie chicken.

If you’re delivering an order with temperature-sensitive items, you will see an order cancellation time when you accept it.  

If you’re unable to deliver temperature-sensitive items within the required timeframe (curbside or when in a store shopping), the order will be automatically canceled. If this occurs, Driver Support does not need to be contacted and items should be returned to the pickup location. 

If you get a message that an order was canceled due to food safety concerns, here is some helpful information: 

  1. A notification will inform you the trip or order has been canceled due to food safety concerns for perishable items standards. Pressing the GOT IT button will start a return trip on the order. 
  2. Sliding the RETURN TO STORE bar begins a return trip.  
  3. Store parking is available in the curbside pickup area. Once you park, sliding the CONFIRM ARRIVAL bar will let a store associate know you’ve arrived, and the associate will come to your vehicle to collect the order. If it’s been more than a few minutes since you arrived, pressing CONTACT connects you with the store so they can assist. 
  4. Giving the associate the Driver Code displayed on your screen and press CODE CONFIRMED will provide a fast return. 
  5. Pressing CONFIRM indicates the associate has collected the order. 
  6. Swiping the COMPLETE RETURN bar will finish the return. 
  7. For Walmart GoLocal & Pharmacy orders, you can complete the return by entering the associate’s name and swiping the COMPLETE RETURN bar. 

Earnings for this type of trip are for both delivering and returning the order. 

If you are in a store completing a Shopping offer, and 90 minutes has elapsed after you picked up a perishable item and the order is canceled, you can leave the cart at the customer service desk. 

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