Report a delivery problem

A delivery incident report is what you file when a delivery goes wrong — arrived late, never showed up, arrived to the wrong address, was missing an item, or just didn't go the way it should have. You open the delivery, select Report Incident, and pick a type. That single action is the starting point for everything on this page.

The two outcomes

What happens next depends on the type you pick:

• Most incident types can request a refund. Arrived Late, Delivered Early, Delivered to Wrong Address, Missing or Incorrect Items, Never Delivered, and Other all default to asking for one. The request goes to the delivery provider that carried the delivery — the provider reviews it and decides whether to approve or deny it. Nash routes and tracks the request; it doesn't approve, deny, or fund it itself.
• Poor Delivery Experience is the exception. It defaults to no refund. Instead, it's how you flag a driver you'd rather not see again, or ask that the driver be blocked from your future deliveries — a request Nash and the provider act on, not an automatic block.

Note

Both paths start the same way: open the delivery, select Report Incident, and pick a type. The type you choose is what decides whether you land on the refund path or the flag path.

Where you file and track it

You file a report from the delivery itself — there's no separate "start an incident" page. Once it's submitted, you track its outcome on the Refund Requests page, even for a Poor Delivery Experience report that isn't asking for money back. That's the tracking page's name across the board, not a sign that every report on it is a refund. A filed report is view-only there — you can see its status and details, but you can't edit or cancel it from the portal once it's in.

Important

Availability varies by organization and by provider — Report Incident only shows up where your org and the delivery's provider support it. If you don't see it where you expect to, reach out to Nash.

What you can do

• How delivery incidents work — the full picture: the incident types, the refund status lifecycle, what a provider weighs before deciding, and how the Poor Delivery Experience flag path fits in.
• Request a refund — file an incident report asking for money back, step by step.
• Refund eligibility — what has to be true for a refund to actually be granted, including the "delivered on time" check.
• Report a poor delivery experience — the no-refund path for flagging a driver or asking that one be blocked.
• Delivery incident reference — every incident type, the refund amount fields, evidence rules, and how statuses map to the Refund Requests page tabs.

Together those cover filing a report, understanding what happens after, requesting a refund and knowing when one's likely to be granted, flagging a driver instead, and looking up a field when you need the details.

One thing worth carrying into all of this: the delivery provider decides whether a refund is approved. Nash routes the request and tracks it for you — it doesn't approve, deny, or fund the refund itself.