How to Resolve Refunds in the Provider Portal

Last updated: October 24, 2025

As a provider, you can review and resolve refund requests directly through the Provider Portal. Follow this guide to access and effectively use the refund module.

Accessing the Refunds Page

  1. Log In: Log in to your Provider Portal account.

  2. Navigate to Refunds: Go to the "Refunds" section in your dashboard.

Once on the Refunds page, you will see a list of:

  • Pending Refunds: Refunds awaiting resolution.

  • Refunded Requests: Approved and completed refunds.

  • Rejected Refunds: Refunds that have been denied.

Resolving Refund Requests

  1. Locate the Request:

    • Find the refund request in the pending queue.

  2. View Details:

    • Click on the specific refund to see its details.

  3. Choose an Action:

    • Full Refund: Issue a full refund for the total value requested.

    • Partial Refund: Refund a portion of the total value.

    • Reject: Deny the refund request if it does not meet the required criteria.

  4. Complete the Process:

    • Follow the on-screen prompts to finalize your decision.

Refund Details

The Refunds page provides detailed information for each refund request, including:

  • Customer Name: The name of the customer requesting the refund.

  • Total Refund Value: The amount requested for the refund.

  • Refund Breakdown: A detailed summary of the refund request.

  • Incident Type: The reason for the refund (e.g., late delivery, missing items).

  • Notes: Any additional comments or context provided.

  • Driver Name: The name of the driver involved in the delivery.

  • Stops: The delivery stops associated with the request.

  • Reported Date: The date the refund request was submitted.

Important Notes

  • Permissions: Ensure you have the necessary permissions to access the Refunds section in the Provider Portal.

    • If you cannot see the Refunds option, contact your account administrator to grant you appropriate access.

  • Review Thoroughly: Carefully review all details before approving or rejecting a refund request to ensure accurate and fair resolutions.

By using the refund module in the Provider Portal, you can efficiently manage and resolve refund requests, improving the overall experience for your customers.