Request a Refund Using a Delivery Incident Report

Last updated: June 23, 2026

Overview

When a delivery has a problem — items missing, items damaged, arrived late or early, delivered to the wrong address, or never delivered — you can file a Delivery Incident Report from the Nash Portal.

This guide walks through the full flow, step by step.

Who this is for: Merchants and operators who use the Nash Portal and need to report a delivery problem or request a refund.

Step 1 — Open the delivery

Navigate to the delivery details page for the order that had the problem.

Step 2 — Select the correct task

  • In the upper-left task panel, choose the specific task tied to the issue.

  • A delivery may have multiple tasks (for example, if it was reassigned or has multiple stops).

  • The Report Incident button does not appear on the "All" view — you must select an individual task.

Step 3 — Click Report Incident

Click the ⚠ Report Incident button in the top action toolbar. The incident report panel opens.

Step 4 — Choose the incident type

You'll see a screen titled "Select an incident type:" with the options below. Pick the one that best matches the problem:

  • Arrived Late — the delivery reached the customer later than expected

  • Delivered Early — the delivery arrived earlier than expected

  • Delivered To Wrong Address — the delivery went to the wrong location

  • Missing Or Incorrect Items — items are missing or the wrong items were delivered

  • Never Delivered — the delivery never reached the customer

  • Poor Delivery Experience — something went wrong with the delivery itself; this option also lets you flag a damaged item

  • Other — anything not covered above

Tip: For damaged goods, choose Poor Delivery Experience — it adds an "Is item damaged?" toggle. For missing or wrong products, choose Missing Or Incorrect Items.

Step 5 — Describe what happened

In the Details field, clearly explain the issue (e.g. which items were missing, or how the package was damaged).

  • This field is required.

  • Maximum 1,000 characters — a counter shows how many you've used.

Step 6 — Request a refund (if needed)

You'll see the question "Do you need a refund?" with a Yes/No toggle.

  • No → you can submit the report as-is once the details are filled in.

  • Yes → the form expands to require supporting documents and refund amounts (Steps 7–8).

If you chose Poor Delivery Experience, you'll also see an "Is item damaged?" toggle. Turn it on if the customer received a damaged item.

Step 7 — Attach supporting documents (refunds only)

When a refund is requested, an upload section appears. Its label changes based on what you've selected, for example:

  • "Add receipt (required)"

  • "Add photo of damaged item"

  • "Add receipt and photo of damaged item (required)"

Upload requirements:

  • Accepted file types: images (PNG, JPG/JPEG) and PDF

  • Maximum size: 5 MB per file

  • Maximum files: 5

  • Click Select files to upload.

Tip: You can upload the receipt and photos as separate files (up to 5). If you'd rather combine them into one document, merge them into a single PDF first.

Step 8 — Enter the refund amount (refunds only)

Under Refund Amount Details, enter how much should be refunded across:

  • Package Value

  • Delivery Fee

  • Tip Amount

Each field shows the original value for reference, and a Total Refund Amount updates as you type. The form warns you if a refund exceeds the original amount.

Step 9 — Submit

Click Submit.

  • The button stays disabled until all required fields are complete (details entered, and — for refunds — files attached and amounts filled in).

  • You'll see an "Incident has been reported" confirmation and a Request Submitted screen showing the refund request, its ID, and its current status.

  • From there you can select View All Refunds to track this and other requests on the Refund Requests page.

After you submit

Your incident report and refund request are routed to relevant Delivery Providers for review. You can check the status anytime under Refund Requests (or via the View All Refunds link on the confirmation screen). Once a refund exists for a delivery, a small status dot also appears on that delivery's ⚠ Report Incident button.

Tips for faster processing

  • Be specific in the Details field — name the missing or damaged items and what went wrong.

  • Attach clear photos — well-lit images of the damage alongside the receipt speed up review.

  • Pick the most accurate incident type — it routes your report to the right review path.

  • File promptly — some providers only accept incidents within 24 hours of drop-off.