Cancellation rate bs

So the other day I went to get an order from a sandwich shop. When I got there, they didn’t recognize the name, said the system had been weird all day. As I was talking to them, I got another order from the same restaurant, figured I’d grab it. Well they told me that one had been picked up a while ago and several drivers had been sent to get it. So I go to my car and call support. They cancel both orders and initiate refunds for the customers. Then I get dinged for the cancellation. That’s ridiculous. I did the right thing, called support to get it all fixed when I could have just cancelled and went on my way. They don’t give us any motivation to do our job well if they won’t pay us and don’t us when things go wrong.