Requesting a Delivery Refund
Last updated August 25, 2026
If you experience an issue with a delivery, you can submit a refund request directly from either the FIRST Merchant App or the Dispatch Portal. Refund requests are sent directly to the Delivery Service Provider (DSP) for review.
Requesting a Refund in the FIRST Merchant App
- Open the FIRST Merchant App.
- Navigate to History.
- Select the order you would like to request a refund for.
- Tap Refund at the bottom of the order details card.
- Complete the refund request form:
- Issue Reason: Select the reason that best describes the issue (for example, Order Missing, Late Delivery, or Poor Driver Behavior).
- Issue Description: A prefilled explanation is available for each Issue reason. You can edit this and include any relevant information that will help the DSP review your request.
- Request Reorder (Optional): Check this option if you would like to recreate the same delivery.
- Request Driver Ban (Optional): Check this option if you do not want the driver assigned to future deliveries for your business.
- Tap Submit.
Requesting a Refund in the Dispatch Portal
- Log in to the FIRST Dispatch Portal at https://dispatch.firstdelivery.com.
- Select Dispatch from the left-side navigation menu.
- Switch to Table View.
- Search for the order using the search bar or locate it in the table.
- Click the order to open the side panel.
- Click the $ Refund icon in the upper-right corner of the order details.
- Complete the refund request form:
- Issue Reason: Select the category that best matches the issue.
- Issue Description: A pre-filled explanation is provided for each issue reason. You can edit this description and include any additional information that will help the DSP review your request.
- Request Driver Ban (Optional): Select this option if you would like the DSP to prevent this driver from being assigned to future deliveries for your business.
- Click Submit.
What Happens After You Submit?
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.
Tips for Faster Processing
- Submit your refund request as soon as the issue is identified.
- Provide as much detail as possible in the issue description.
- Use Request Reorder when a replacement delivery needs to be sent immediately.
- Request a Driver Ban for serious issues such as repeated delivery failures, unprofessional behavior, or policy violations.