Refund eligibility

When a delivery goes wrong, you can request a refund by filing an incident report against it. The request goes to the delivery provider, who decides the outcome — Nash forwards it and shows you the result, but doesn't approve or deny refunds itself. This article covers when you can request one and what to expect; for the steps, see request a refund.

When you can request a refund

You request a refund from the delivery itself, so the delivery has to have a provider working on it — the option isn't available while a delivery is still in Created or waiting for a driver. It's also not available on every setup; availability varies by organization.

You can report any of these incident types:

• Arrived Late
• Delivered Early
• Delivered to Wrong Address
• Missing or Incorrect Items
• Never Delivered
• Poor Delivery Experience
• Other

What affects the outcome

Because the provider decides, their policy and delivery window determine whether a refund is granted — Nash doesn't apply a fixed rule. A couple of things help your case:

• File promptly. Providers weigh how soon you reported the problem. If you report a late or early delivery that actually arrived within the provider's acceptable window, Nash shows a "Delivered on time" message and the request won't go forward.
• Attach evidence. A receipt is required when you request a refund, and a photo when something was damaged. For a never-delivered or wrong-address report, the delivery's proof-of-delivery photos are shown so you can review them first.

After you submit

The request is sent to the provider for review. You track it on the Refund Requests page, and the outcome is reflected on your next invoice. A failed delivery is a common reason to request one — see handle failed deliveries.