Resolving Problems When a Peer Delivery Does Not Go as Planned
Clear steps for raising disputes, providing evidence and obtaining refunds when parcels are delayed or damaged on the platform.
Starting a Dispute
When a delivery fails to meet expectations, senders open a case directly in the platform interface. The process begins after the expected arrival window passes or upon noticing damage. Both sender and driver receive notification of the case.
The platform requires details of the issue. Senders describe what happened and attach supporting files. Drivers can reply with their account of events.
All communication stays within the platform record. This creates an audit trail for review.
Required Evidence
Evidence strengthens any case. Useful items include photos of the parcel condition at collection and delivery, timestamped location data and messages exchanged with the driver. Senders should note the booking reference and any visible damage immediately.
Drivers benefit from keeping handover photos and route logs. These records help clarify timing and condition at each stage.
The platform examines evidence against the original booking details. Distance-based pricing and the €9 minimum remain fixed reference points during review.
Refund and Adjustment Outcomes
Possible results include release of the full escrow amount to the driver, a partial refund to the sender or a full refund. Refunds return the sender's payment minus any platform adjustment. The 30 percent commission stays transparent throughout.
Drivers receive their 70 percent share only when the sender confirms delivery or when the platform rules in their favour after review.
Steps for Senders
- Document the parcel before and after the journey
- Raise the dispute as soon as an issue appears
- Provide clear, dated evidence
- Respond to platform requests for more information
Steps for Drivers
- Record condition at every handover point
- Reply to disputes with factual details
- Maintain copies of all route confirmations
- Understand escrow rules before accepting work
Following these procedures helps resolve issues fairly while preserving trust in the marketplace for future matches on European routes.
This article was drafted by Moveo's AI newsroom and reviewed against our real pricing and policies.
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