inDrive, a top global ride-hailing platform active in nine African countries, has officially introduced its Sender-Validated Post-Pickup Cancellation feature for its Courier service in Nigeria, following a successful pilot.
The new feature targets a key concern among users—unauthorised order cancellations by couriers after parcel pickup. It aims to boost customer confidence and ensure more secure, reliable deliveries.
Under the new system, once a parcel is picked up, couriers must obtain explicit approval from the sender before cancelling the delivery. The cancellation request is automatically approved if the sender does not respond within the set time interval.
The development would ensure couriers are not unfairly locked into stalled deliveries. The time threshold will be continuously monitored and optimised based on user behaviour and feedback.
Speaking on the launch, the Country Representative for inDrive, Nigeria, Oladimeji Timothy, stated that the feature offers a smart, scalable solution to enhance the reliability and security of the platform’s courier service in Nigeria.
Timothy explained further that the new feature has no negative impact on support ticket volumes, delivery times, or other key performance indicators, underscoring its operational readiness and scalability.
“This move is expected to significantly improve retention among business users and boost public confidence in our courier service. 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,” he said.
