Managing Disputes Refunds and Evidence in Peer Deliveries

Starting a Dispute

When a sender does not confirm delivery the platform holds the payment in escrow. The driver has already carried the parcel along an existing route. Both parties can raise a dispute through the marketplace interface.

The first step is to contact the other user directly via the app messaging system. Provide clear details about the issue such as location of handover or condition of the item.

Required Evidence

Evidence must be uploaded within the dispute window. Acceptable items include photographs taken at handover, GPS records from the driver's journey, and timestamps from the app.

Senders should retain the original packaging and any labels. Drivers should keep records of the route taken and any messages exchanged before the trip.

Refund Process

If the dispute is resolved in favour of the sender the full amount held in escrow is returned. The platform does not release the driver's 70 percent share until confirmation or a resolved outcome.

The €9 minimum price still applies to the original transaction. Distance-based pricing remains unchanged regardless of dispute outcome.

Driver Responsibilities

Verified drivers must respond to dispute notifications promptly. Failure to provide evidence can result in the platform awarding the case to the sender.

Drivers receive payment only after sender confirmation or after a dispute is closed without refund.

Platform Role

The marketplace reviews submitted evidence and issues a decision based on the details provided. All communications stay within the platform for record keeping.

Both parties receive notification of the final decision through the app.