Delivery Refund Policy: Failed vs Canceled Deliveries
Canceled Delivery
When a merchant cancels a delivery request before a driver has been assigned, the delivery request will typically not be charged or will be refunded.
Failed Delivery
A failed delivery occurs when a driver has been assigned but is unable to successfully complete the delivery. In these cases, the driver will return the item to the merchant. The merchant will typically be charged the original delivery rate as well as a return charge, since a driver was dispatched and performed the delivery attempt.
Batch Failure
In the case of a batch delivery failure, the merchant will typically be refunded the rate and fee for any drop-offs that were not marked as “Attempted” or “Completed.”
The first drop-off is still chargeable, even if the batch has not yet been assigned to a driver.
Note: Refund eligibility may vary depending on the merchant’s refund policy and the circumstances of the delivery request.