two emails about failure to deliver order

A few weeks ago I had a double order one of them was a bag of cigarettes which I left in my bike whilst going to get the second order and I believe they were stolen because I got to the first customer and couldn't find the bag anywhere on my bike.

I told Deliveroo and it seemed ok but a few days later I got this FAILURE TO DELIVER ORDER BREACH OF SUPPLIER AGREEMENT email which I have never seen before in my 7 years doing this.

I contacted them and don't remember hearing anything substantial or useful back from them.

Then on Sunday I had an order which was from co-op and when I arrived at the customer the order had disappeared from my screen. I knocked anyway and the customer told me I can keep it because they cancelled it after I had been sent out with it. I spent like 30 minutes trying to explain to rider support who kept saying they understood and sorry for the inconvenience and then went on to display they clearly didn't understand. They told me to either return or keep the order and said they would make 'a full documentation of this one' which is what they always say and I highly question whether they actually do or not...

I got another email today the exact same one as before and it doesn't even say which deliveries it is in relation to. I would have thought they would just terminate me if they were going to? Its very confusing as this was entirely out of my control.

How do I avoid these nasty ambiguous emails?