Request a Refund from DSP
Last updated August 24, 2025
It's not digornio, its delivery. Theres always going to be issues from time to time when it comes to delivery. We've built a system to help you request refunds from DSPs (Delivery Service Providers), when you believe they are at fault.
In this article, we will explain how to request refunds from the web dashboard. To see how to request refunds from the merchant app, you can view that article here .
How to request a refund from the web dashboard:
- Navigate to the main orders view, or dispatch - https://dispatch.firstdelivery.com/
- Search for the order where there was a delivery issue
- Click on the order to open the "delivery details flyover"
- Click on the “Refund” Request button near the top.
- Choose the issue type from the drop down.
- Tweak the "canned" issue description as needed.
- This refund request will be sent to the DSP as an email, with your primary support email address, the DSP support email address, and our support email address copied
- The DSP will communicate with you on whether or not your refund request had been approved. If not approved you can still appeal the request, by following up on the email thread accordingly.
- For all approved refunds prior to the end of a current billing month, those refunds will be credited to your account within 20 calendar days of the new calendar month.
Tip: if you want the merchant to be copied instead of your support team, then you can change the email field called "DSP Support Email in their Merchant Profile.
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