Refund Eligibility Overview

As a Nash user, you may qualify for refunds from providers in specific situations. However, not all incidents automatically merit a refund. This guide outlines when you might be eligible for a refund and offers tips for successful requests.

Approved Refund Situations

Providers might grant refunds in these instances:

1. Never Delivered: If the system shows "Dropoff Complete" but your customer didn't receive the order, the provider will investigate. A refund may be approved if:

   • Proof of Delivery (POD) is unclear or missing.

   • Driver's location data shows they weren't near the dropoff point.

   • Delivery status timeline appears unusual.

2. Delivered to Wrong Address: Providers will review the POD, driver location, and timeline. A refund may be granted if evidence suggests a misdelivery.

3. Late Delivery: Some providers offer partial refunds for deliveries over 30 minutes late.

4. Wrong Items Delivered: If a driver mixes up orders, a refund (including package value, delivery fee, and tip) may be approved.

Circumstances That May Result in Refund Denials

Refunds are likely to be denied when:

1. Missing or Incorrect Items: Providers may deny refund unless there's clear evidence of tampering.

2. Insufficient Delivery Instructions: For multi-unit buildings, leaving an order outside due to lack of access info is considered a completed delivery.

3. Late Reporting: Incidents reported more than two business days after dropoff are usually ineligible.

Tips for Successful Refund Requests

To improve your chances of receiving a refund:

1. Report Promptly: Submit incident reports within two business days of the scheduled dropoff.

2. Provide Detailed Information: Include relevant details like order number and issue description.

3. Include Supporting Evidence: Always upload the delivery receipt. For damaged items, add clear photos of the damage.

   1. For delayed deliveries, include screenshots of the timeline to show the driver's status's

   2. For Never Delivered / Delivered to wrong address, check the driver's location on the map at time of Dropoff Complete. If the driver is not near the dropoff location, screenshot and attach to the request.

4. Use Clear Delivery Instructions: For apartments or offices, provide detailed access information.

5. Properly Package Items: Ensure all bags are securely sealed to prevent damage or tampering.

Remember, each provider has slightly different refund policies. If you have questions about a specific refund decision, contact the provider or Nash Support team for help.