If an on-demand courier delivers the wrong thing, delivers to the wrong place, or never picks the order up, you can report it from the order. We handle the claim with the courier company for you.
Steps
- Go to All Orders and open the order.
- Check the courier's proof of delivery on the order, such as whether they checked ID.
- Press Issue Refund and choose Delivery Issue.
- Note the deadline shown for reporting the problem to the courier company.
- Choose Wait for Provider if you would rather hear back before you refund your customer.
- Add notes or photos at any time. They are added to the claim.
- To follow up later, open Delivery Claims in the orders menu. Every claim and its status is listed there.
- When a claim is approved, go to Billing & Plan and look at Delivery balance to see the credit.
Good to know
- Report the problem soon. Courier companies only accept claims for a limited time, and the order shows your deadline.
- Only orders delivered by an on-demand courier can be claimed. Orders you deliver yourself cannot.
- We file or send the claim to the courier company for you. You do not need to contact them.
- Approved credit is taken off your next orders automatically. You do not need to do anything.
- If a courier brings an order back, it shows as returned. Refund your customer, and put sealed items back on the shelf.
- To refund a customer for other reasons, see handle returns and refunds.