Nash

Things don’t always go as planned. If your customer reports a missing or damaged delivery, you'll need to report an incident to request a refund directly from the provider. We have made the process simple. 

Note: If your customer still wants their initial order, you can re-enter the delivery manually to get the items to your customer as soon as possible.

You'll need to be on the delivery details page to report the incident. From the dashboard, click "See Details" to access this page. ​

Once you are on the Delivery Details page, make sure you've selected the correct task to report the incident on. If your delivery was reassigned at any point, you will have multiple tasks to choose from to report the incident. Note: You cannot submit a refund request more than once, so make sure to have all necessary details ready. N.B: The incident report button doesn't show if you are on the ALL page.

Locate the "Report Incident" option on the top right side of the page:

Select Refund Reason and Provide Detailed Notes

1. In this step, you will be asked to choose the reason for your refund from the provided list of options under "SELECT TOPICS." Select the most appropriate reason that matches your situation. 
2. Once you've made your selection, please provide detailed notes explaining the reason for the refund request. The more information you provide, the better the provider can understand your situation and process your refund efficiently.


1. To complete your refund request, you need to upload the receipt of the delivery. 
   - Click on "Upload Receipt."
   - Choose the file containing your delivery receipt from your device.
   - Once you have selected the file, click "Submit Request" to initiate the refund process.


1. You'll need to be on the delivery details page to report the incident. From the dashboard, click "See Details" to access this page. ​
 
 
2. Once you are on the Delivery Details page, make sure you've selected the correct task to report the incident on. If your delivery was reassigned at any point, you will have multiple tasks to choose from to report the incident. Note: You cannot submit a refund request more than once, so make sure to have all necessary details ready. N.B: The incident report button doesn't show if you are on the ALL page.
 
 
 ​ 
3. Locate the "Report Incident" option on the top right side of the page:
 
 
4. Select Refund Reason and Provide Detailed Notes 
 1. In this step, you will be asked to choose the reason for your refund from the provided list of options under "SELECT TOPICS." Select the most appropriate reason that matches your situation. 
 2. Once you've made your selection, please provide detailed notes explaining the reason for the refund request. The more information you provide, the better the provider can understand your situation and process your refund efficiently.
 
 
5. Upload the Delivery Receipt 
 1. To complete your refund request, you need to upload the receipt of the delivery. 
 - Click on "Upload Receipt."
 - Choose the file containing your delivery receipt from your device.
 - Once you have selected the file, click "Submit Request" to initiate the refund process.

⚠️ Note: Please ensure that you have a receipt for the delivery. Refunds cannot be processed without a receipt. Delivery providers require these receipts to validate and process the refund amount accurately.

File size limitations: 5 MB or less ​ These specifications ensure smooth processing of your request. If you encounter any difficulties or have questions regarding the refund submission, please don't hesitate to contact our customer support team for further assistance.

For more information on Delivery Incidents, <a href="https://help.usenash.com/en/articles/7839092-delivery-incidents">click here. </a>