Managing Delivery Disputes Through Evidence and Confirmation

Confirmation and Release of Funds

The sender pays into escrow at the start. The driver receives 70 percent only after the sender confirms delivery. This confirmation step protects both parties. If confirmation does not occur the funds stay held until a resolution is reached.

Distance-based pricing and the nine euro minimum still apply even when problems surface. The 30 percent commission remains with the platform regardless of outcome.

Steps When a Delivery Does Not Go as Planned

Senders should first attempt direct contact with the driver through the platform messaging. They document any issues with photos or descriptions of the parcel condition. Drivers provide their own records of the journey and handover.

The platform reviews evidence from both sides. Evidence includes timestamps, route details and condition reports. Refunds or partial releases are decided based on this material. The escrow system prevents automatic payout until agreement or platform decision.

Evidence Requirements for Resolution

Clear photographs of the parcel at handover help establish condition. Senders note any damage immediately. Drivers record acceptance and any visible issues before transport. These records form the basis for platform review.

Small businesses track all communications within the app. Drivers maintain logs of their existing route to show compliance. The process focuses on facts rather than opinions.

Outcomes for Senders and Drivers

If evidence supports the sender a refund from escrow may be issued. Partial release to the driver can occur if only part of the service was completed. The platform aims for fair allocation based on the documented facts.

Both senders and drivers benefit from keeping records throughout the journey. The escrow model ensures funds are not released without confirmation or resolution. This approach maintains trust in the peer-to-peer system across Europe.

Practical Guidance for Future Deliveries

Senders select drivers with complete verification details. They provide clear instructions on parcel handling. Drivers confirm route suitability before acceptance. These steps reduce the likelihood of disputes while relying on the established escrow and commission structure.