Managing Issues in Peer-to-Peer Parcel Deliveries

Initial Response to Problems

When a parcel does not arrive or arrives damaged, the first action is to document the condition. Senders should photograph the item and any packaging immediately upon receipt or non-receipt.

Drivers must retain records of the route taken and handover if applicable. These records become evidence in any review.

Using Escrow Protections

Funds stay in escrow until the sender confirms delivery. If confirmation is withheld due to an issue, the platform reviews the case using submitted evidence before releasing or returning funds.

The 70 percent driver share is not paid until confirmation occurs. This built-in hold gives both sides time to raise concerns.

Steps for Senders

• Contact the driver through the platform messaging system first.
• Upload clear photos or timestamps showing the problem.
• State the expected outcome, such as refund or re-delivery, with supporting details.

Small businesses should keep copies of all booking confirmations that include the distance-based price and escrow status.

Steps for Drivers

• Respond to sender messages within the platform within 24 hours.
• Provide route logs or verification details if requested.
• Await platform decision on fund release rather than negotiating directly.

Evidence Requirements

Effective evidence includes:

• Timestamped photos of the parcel at handover or delivery point.
• Screenshots of booking details showing the €9 minimum and distance calculation.
• Driver verification status at time of acceptance.

The platform uses this material to decide on refunds or partial releases. No external payment channels are used, keeping all activity within escrow.

Refund and Resolution Process

If the sender does not confirm, the platform examines the evidence. Possible outcomes include full refund to the sender or adjusted payment to the driver based on facts presented.

Both parties receive notification of the decision through the platform. The transparent 30 percent commission remains deducted only on completed transactions where funds are released.

Prevention Through Clear Communication

Select routes and time windows that match driver availability to reduce risk. Confirm addresses and parcel size before escrow payment.

Drivers should accept only parcels they can carry safely on their existing journey. This lowers the chance of damage claims.

Record Keeping for Future Cases

Maintain records of every booking, including the full price breakdown. These help demonstrate patterns if multiple issues arise with the same route or user.

The model relies on verified participants and escrow holds to limit exposure. Following the evidence steps ensures fair outcomes without external intervention.