Resolving Delivery Issues with Evidence and Refunds

Starting the Dispute Process

When a delivery does not meet expectations, the sender should first contact the driver through the platform messaging system. Clear communication often clarifies misunderstandings before escalation. If the issue persists, the sender can open a formal dispute within the platform interface while the funds remain held in escrow.

The platform holds the full amount until the sender confirms delivery or a dispute reaches resolution. Drivers receive their 70 percent share only after confirmation. This structure protects both parties during disagreements.

Gathering and Submitting Evidence

Senders should collect photographs of the parcel condition at handover and upon arrival. Timestamped images and any messages exchanged with the driver strengthen the case. Drivers are advised to photograph the parcel before loading and after unloading to demonstrate proper handling.

All evidence uploads occur through the dispute form. The platform reviews submissions from both sides before deciding on release of funds. Incomplete evidence may delay resolution.

Requesting Refunds

A refund request is possible when the parcel arrives damaged, late beyond the agreed window or not at all. The sender selects the refund option in the dispute flow and provides supporting details. The €9 minimum price applies to all distance-based matches, so partial refunds reflect the original fare minus any platform adjustments.

Drivers can respond with their own evidence to contest the claim. Resolution typically returns the held amount to the sender or releases the 70 percent to the driver based on the review outcome.

Best Practices for Both Parties

• Keep all communication inside the platform to maintain a record.
• Respond to dispute notifications within the stated time limits.
• Document route details such as distance and time windows used for matching.
• Store copies of photos and messages outside the app until the matter closes.

Following these steps keeps the process transparent and grounded in the escrow and 70/30 split model.