Report a poor delivery experience

Last updated: August 26, 2026

Poor Delivery Experience is the delivery incident type for when the problem is the driver or the experience itself, not a late arrival, a missing item, or a wrong address. Filing one is how you raise that concern with Nash and the delivery provider — up to and including asking that the driver be blocked from future deliveries on your account. Unlike the other incident types, it doesn't request a refund by default.

If what you actually want is money back for a delivery that went wrong, see request a refund instead — or add a refund to this same report if both apply.

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 Poor Delivery Experience as the incident type.
  3. Add Details describing what happened (required, up to 512 characters). This is the substance of the report — be specific about the driver's conduct or what made the experience unacceptable, since it's what Nash and the provider have to go on.
  4. If you're asked whether the item was damaged, answer that too.
  5. Leave Do you need a refund? off if money isn't the point — it's off by default for this type, unlike the other six. Turn it on only if you also want to request a refund for the same delivery; doing so adds the usual evidence and amount fields to the wizard.
  6. Select Submit. You'll see Incident has been reported.

Note

In the portal, this incident type is described simply as "there were issues with the delivery experience." The details you write in are what carry the specifics of what actually happened.

After submitting

The report goes to Nash and the delivery provider. Track it on the Refund Requests page along with every other incident report you've filed — it'll show there even though it isn't asking for a refund by default. As with any filed report, it's view-only from that point on: there's no cancel or edit control in the portal once it's submitted.

Important

There is no automated "block this driver" control in the portal. Filing this report doesn't itself keep a driver off your future deliveries or trigger anything automatic. It puts a request in front of Nash and the provider, who review what happened and decide, on their side, whether to keep that driver away from your deliveries going forward. There's no guaranteed outcome, and no set timeline for a decision.

That's also why this type is worth using precisely: if a driver problem gets buried inside a Missing Items or Arrived Late report, it's easy to miss. Filing under Poor Delivery Experience is what actually flags the driver-conduct concern for Nash and the provider to act on.

See also

  • How delivery incidents work — the full incident-report model, including how this type's no-refund default fits alongside the other six.
  • Request a refund — the refund path, for when you do want money back.
  • Refund eligibility — what has to be true for a refund to be granted, if you turn one on as part of this report.