How to dispute?
We'll email you a summary of any refunds you are responsible for, on the next day they are processed.
If you would like to dispute a refund, you can submit a dispute in Hub up to 7 days from the refund issue date.
Here’s a step-by-step guide on how to review refunds and disputes:
- Go to the ‘Sales’ page in Hub and select the ‘Refunds’ tab, here you’ll see an overview of all refunds and their status
- To get more information on a refund just click on the ‘Order number’
- To dispute a refunded item, select the item and add the reasoning
- Once done, you can submit the dispute and track its status in the ‘Refund disputes’ tab
If your dispute is rejected, you'll receive an email requiring more details on such refunded order. Reply to the email with detailed order information and sufficient proof, for us to further investigate the claim.
Who can access this feature?
Admin and Manager and staff role users can dispute refunds in Hub.
Can I select more than one item to dispute on an order?
As part of the refund dispute process, you can select any number of refunded items to dispute in an order as necessary.
Can I dispute refunds in bulk?
No, you can only dispute individual orders.
I couldn’t find the right dispute reason to select from the dropdown.
In order to submit a refund dispute you are required to select a dispute reason and should select the closest reason if you cannot find the exact reason for the dispute.
I want to submit CCTV proof or images to dispute the refunds.
We don’t support the upload of files for disputes submissions through Hub. You will still be able to share additional proofs via email attachment by responding back to the approval or rejection email confirmation that the agent has sent you after the dispute review.
Can I check the status of a refund I’ve disputed?
You can check ‘Refund Disputes’ tab and you can see if a dispute is in the process of being reviewed, has been approved or has been rejected.
“Review in progress”: The refund dispute has been successfully submitted and is awaiting review by a Deliveroo agent.
“Approved”: A Deliveroo agent has approved the refund dispute and issued a Payment Correction Adjustment for you. You will get an email from the agent confirming the status and amount refunded.
“Rejected”: A Deliveroo agent has rejected the refund dispute. You will get an email from the agent confirming the status and reasoning. If you want to challenge the rejection reason for the rejected dispute, please replying to the rejection email in 72 hours after the dispute review with relevant supporting evidence.
How will the approved dispute appear on my payment statement?
The approved dispute will be visible on the payment statement and invoice as usual.
I want to challenge the rejection reason for the rejected dispute? Can I do it on Hub?
You will be able to contact support agents by replying to the rejection email confirmation that the support agent has sent you in 72 hours after the dispute review. Any subsequent communication between you & Deliveroo will be over the email.
How is Deliveroo safeguarding partners?
At Deliveroo, we work hard to ensure our partners feel happy and safe using our platform. On occasion, like many other businesses, we experience ‘bad actors’ that use our platform for fraud and abuse. We’re continually evolving our systems to detect this activity to benefit our partners.
We have a dedicated team of agents assigned to resolving refund claims and a decision-making tool to detect harmful activity. We aim to block re-offenders and have introduced SMS verification to aid this.
If you feel like you’ve noticed some refunds that don’t look right, please reach out to us via the ‘Help’ page in Hub.