Managing Delivery Issues Through Evidence and Confirmation

The Confirmation Step

Payment release depends on the sender confirming that the parcel has arrived. Drivers receive their 70% share only after this step. If confirmation does not occur, funds remain in escrow while the issue is examined.

Common Scenarios Where Things Go Wrong

A parcel may be delayed, damaged or not delivered at all. In these cases the sender should not confirm delivery. The platform holds the funds until evidence is reviewed.

Drivers are expected to follow the agreed route and handover instructions. Senders should provide clear collection and delivery details at the time of posting.

Providing Evidence

Senders can supply photos of the parcel condition at handover or proof that the item was not received. Drivers may submit route records or photos showing the parcel was left as instructed.

All evidence is shared through the platform messaging system. This creates a record that both parties can reference.

Dispute Process

When a sender raises a concern, the platform reviews the booking details, escrow status and submitted evidence. The 30% commission remains with the platform while the 70% driver portion stays in escrow during review.

If the sender is entitled to a refund, the full amount paid returns to them. If the driver completed the delivery correctly, the 70% is released.

Refunds and Payouts

Refunds are processed back to the original payment method once the dispute is resolved. Drivers only receive payment after sender confirmation or a favourable review outcome.

Small businesses can protect themselves by photographing parcels before handover. Drivers can protect their position by documenting the condition and location of each delivery.

Best Practices for Both Sides

• Use the in-app chat to agree exact handover points before travel.
• Take timestamped photos at every stage.
• Keep the parcel tracking number visible if one was provided.

These steps reduce the chance of disputes and speed up resolution when issues arise.

Role of Escrow in Protection

Because funds sit in escrow until confirmation, neither side loses money without a review. The transparent 70/30 split remains in place even during a dispute.

Senders and drivers should always communicate through the platform rather than external channels. This keeps all records in one place for any later examination.