---
title: "PedidosYa users face canceled orders and delayed refunds amid rider stoppage in Panama"
date: 2026-04-16
author: ""
url: https://panamadaily.news/pedidosya-panama-canceled-orders-refunds/
categories:
  - "Business"
  - "Economy"
  - "News"
tags:
  - "Acodeco"
  - "Consumer Rights"
  - "delivery riders"
  - "Panama"
  - "PedidosYa"
  - "protest"
---

# PedidosYa users face canceled orders and delayed refunds amid rider stoppage in Panama

## What Happened

Customers in Panama are feeling the impact of the PedidosYa rider stoppage as orders continue to be accepted, payments are processed immediately, and deliveries are later canceled or delayed for hours. Users say some orders never arrive, while refunds can take up to seven business days, leaving consumers waiting for both food and money.

The disruption has already stretched into a fourth day and is affecting restaurants, riders, and customers across the delivery ecosystem. Some users have posted complaints on social media about paying upfront for meals that are later canceled because there are no available couriers.

One affected customer said the platform charges first, then delays the delivery until the order is canceled for lack of riders, adding that the money is returned only after a long wait. Another case shared online involved a customer in Plaza Libertad who said a rider picked up an order that was never delivered.

## Delivery Network Under Pressure

The stoppage has reduced service across PedidosYa’s network in Panama, where the platform operates in 13 cities with more than 4,100 independent riders and 3,500 affiliated businesses. An estimated 65,000 orders a day have stopped being delivered since the protest began on Monday, April 13.

On Wednesday, some restaurants still appeared in the app with a pickup-in-store option. By Thursday, the platform displayed a message indicating that no businesses were available for purchase suggestions, reflecting the severity of the interruption.

The conflict is affecting more than just app users. Restaurants are dealing with unfulfilled sales, and riders are pressing their demands in the streets. This Thursday, motorcyclists held a caravan and a peaceful gathering near the company’s offices to demand a review of delivery rates.

## Acodeco Warns of Consumer Rights Breach

The Consumer Protection and Competition Authority, known as Acodeco, reminded the public that under Article 36 of Law 45 of 2007, providers must deliver services under fair conditions, clearly inform consumers about the status of an order, and respond when the service is not fulfilled.

For delivery services, a failed delivery constitutes a service breach that requires an effective solution, either replacement or a refund. Acodeco also says the company cannot avoid responsibility by blaming third parties because it maintains a direct relationship with the consumer.

In practice, that means customers affected by canceled or undelivered orders may have grounds to file formal claims if refunds are delayed or if the service is not fulfilled as promised.

## What Riders Are Demanding

The riders say the protest is driven by a new payment model that has cut their income. They say the base rate dropped from $2.50 per delivery to about $1.95, reducing earnings by between 36% and 40%. Their demand is to raise the base rate to $3.50 per order.

They argue that the current system does not cover the real costs of working, including fuel, maintenance, insurance, and other vehicle expenses. Riders also say they work long hours, often 12 to 16 hours a day, without social security or labor protections, despite being treated as independent contractors.

The dispute reached the National Assembly on Thursday, where lawmaker Betserai Richard raised concerns about the working conditions of delivery drivers and called for action by labor authorities.

As the protest continues, the standoff is disrupting daily life for consumers and businesses while intensifying pressure on PedidosYa to respond to both labor demands and customer complaints.