Resolving Issues When Peer Deliveries Fail

Steps When a Delivery Does Not Arrive

Senders should first contact the driver through the platform messaging system to confirm the status. If the parcel remains undelivered after the agreed window, the sender can open a dispute before the escrow release period ends.

Drivers must keep all route records and handover notes available. The platform requires both parties to upload time-stamped photos or location data as evidence.

Providing Evidence for Review

• Sender photographs of the parcel before handover
• Driver records of attempted delivery or recipient confirmation
• Any messages exchanged about delays or changes

The platform reviews submissions within the escrow timeline. Distance-based pricing and the €9 minimum remain fixed regardless of dispute outcome.

Refund and Release Process

When the sender confirms non-delivery, funds stay in escrow until resolution. The driver receives the 70 percent share only after sender confirmation or platform decision. The 30 percent commission stays with the platform in all cases.

If evidence supports the driver, the platform releases the held amount. If evidence supports the sender, the full amount returns to the sender account.

Practical Tips for Both Sides

Senders should photograph parcels at every handover point. Drivers should note exact times and any recipient details. Both parties benefit from keeping all communication inside the platform rather than external channels.

Clear records reduce resolution time and protect the 70/30 split model. The distance-based calculation stays visible throughout.