Request a refund

You request a refund by filing a delivery incident report on the delivery. Before you start, it's worth checking refund eligibility — the request goes to the provider, who decides the outcome.

File the report

1. Open the delivery and select the Report Incident icon in its action bar. (If it's not there, the delivery isn't at a stage where you can report, or the feature isn't available for your organization.)
2. Select an incident type — for example Arrived Late, Never Delivered, or Delivered to Wrong Address.
3. Add Details describing what happened (required, up to 512 characters).
4. Leave Do you need a refund? on (it's on by default for most types). If asked whether the item was damaged, answer that too.
5. Attach evidence — a receipt, and a photo if something was damaged. You can add up to 5 files (PNG, JPG, or PDF), 5 MB each. At least one is required when you're requesting a refund.
6. Set the refund amounts — Package Value, Delivery Fee, and Tip Amount. Nash totals them for you, and shows each item's original value. You can enter more than the original, but you'll see a warning if you do.
7. Select Submit. You'll see Incident has been reported.

After submitting

The request goes to the delivery provider for review. Track its status on the Refund Requests page, and watch for the outcome on your next invoice. Because the provider decides, the amount you request isn't guaranteed — see refund eligibility for what affects the result.