InDrive, a global ride-hailing company active in nine African countries, has introduced a new feature called the Sender-Validated Post-Pickup Cancellation system for its courier service in Nigeria. This rollout follows a pilot phase and aims to address user concerns about couriers cancelling delivery orders without authorization after picking up parcels.
Under the new system, couriers are required to obtain explicit approval from the sender before they can cancel a delivery once the parcel has been collected. If the sender does not respond within a specified time frame, the cancellation request is automatically approved. The time interval is subject to continuous monitoring and adjustment based on user feedback and behavior to balance fairness to both senders and couriers.
Oladimeji Timothy, inDrive’s Country Representative for Nigeria, explained that the feature is designed to improve the reliability and security of the company’s courier services without negatively affecting key performance indicators such as delivery times or support ticket volumes. He noted that the system ensures couriers are not unfairly locked into stalled deliveries, maintaining operational efficiency.
Timothy also highlighted the expected benefits of the new feature for business users and the general public. “This move is expected to significantly improve retention among business users and boost public confidence in our courier service,” he said. “With millions of deliveries projected in the second half of 2025, even small improvements in cancellation rates can result in hundreds of thousands of additional successful and secure deliveries. This feature reinforces our commitment to our users by directly tackling one of the biggest pain points in the courier experience.”
The introduction of the Sender-Validated Post-Pickup Cancellation system marks an important step for inDrive in addressing delivery reliability and user trust within Nigeria’s growing courier market.
