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My shipment was cancelled

If the tracking shows “Shipment was cancelled”, it means the transport was not carried out (there will be no pick-up or delivery).

Common reasons:

The shipment was cancelled by the order party (your seller/shipper)

The shipper/order party cancelled the shipment themselves (e.g. because the goods are no longer being sent or details need to be changed).

Examples:

  • The goods are not ready for dispatch yet  
  • Shipping details were changed (dates / shipping method) 
  • The pickup/delivery address was changed, so a new shipment is booked 

 The order was cancelled automatically because it didn’t work out by the day before pick-up: What can I do?

For groupage shipments, an order may be cancelled automatically (until 24:00 on the day before pick-up). This happens to avoid a pickup being planned for the next day if the shipment is not ready.

Why does this happen?

For example, if...

  • shipment details are incomplete (last-minute changes, missing information about the goods, unclear details) 
  • the shipper decided on the evening before pickup not to ship the goods and cancelled the order in time  

From the pick-up day onwards, orders are generally no longer cancelled automatically. These cases are handled by our team.

What should I do now?

  1. If you still need the shipment:

    • The shipment must be booked again.
    • It’s best to rebook as early as possible so a suitable date can be scheduled.

  2. If you are unsure whether you need to prepare anything:

  • As the shipper: Make sure the shipment is ready for pickup (properly packaged, correctly labeled, dimensions/weight confirmed, pickup address correct) and clarify with the seller/merchant whether and when the goods should actually be collected.
  • As the recipient: Contact the seller/merchant and ask them to arrange a new shipment (re-dispatch)

Note: If an order has been cancelled, there will usually be no pickup or delivery on the originally planned day.

The order was cancelled, but the goods were still picked up:

If your goods were picked up despite the cancellation, please contact us immediately so we can locate the shipment as quickly as possible. We will then coordinate with you whether the goods should be returned (sent back) or transported as originally planned.

If available, please secure any proof of pickup, e.g.:

  • Handover receipt / pickup confirmation
  • Photos or videos of the goods (including labels, if possible)

My shipment was cancelled shortly before delivery

What should I do?

If your shipment was cancelled and you are still waiting for the goods, the shipment has often been rebooked. In this case, your goods may be shipped under a new shipment number.

Please contact the shipper or merchant and ask for the new shipment number.

Due to data protection regulations, we are unfortunately not allowed to provide you with an updated shipment number.

Tip: As a recipient, you usually cannot reactivate a cancelled shipment yourself. If you are the consignee, please contact the order party (shipper/seller), as they decide whether the shipment will be rebooked again.