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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 

How to request a refund from the web dashboard:

Navigate to the main orders view, or dispatch - 

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.

 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.

Request a Refund from DSP

How to view refund status updates in the web dashboard:

Navigate to DSP Refunds in the menu side-nav (link 

Search for the relevant delivery with any of the following search fields (Merchant name, DSP name, Customer name)

Click on the refund request that you want to view the status update for, which will pop up the refund details

Scroll down below to view the "DSP Response". Look for the field called total_DSP_refund. In the case below you will see it is for "689". This value is returned in cents and is equal to $6.89.

_meta:{
id:"db0e552c-433d-4cf0-a151-ae7ddd911c23"
created_at:"2025-08-25T15:35:37Z"
refund_fees:[
0:{
value:689
category:"DELIVERY"
fee_code:"UBER_DELIVERY_FEE"
}
1:{
value:0
category:"DELIVERY"
fee_code:"PARTNER_FEE"
}
2:{
value:0
category:"TAX"
fee_code:"PARTNER_TAX"
}
]
currency_code:"USD"
total_uber_refund:689
refund_order_items:[
0:{
reason:"UBER_NEVER_RECEIVED_ORDER"
refund_items:[
0:{
name:"See manifest items"
quantity:1
}
]
party_at_fault:"UBER"
uber_refund_amount:0
partner_refund_amount:0
}
]
total_partner_refund:0
}
created_at:"2025-08-25T15:35:37Z"
refund_fees:[
0:{
value:689
category:"DELIVERY"
fee_code:"UBER_DELIVERY_FEE"
}
1:{
value:0
category:"DELIVERY"
fee_code:"PARTNER_FEE"
}
2:{
value:0
category:"TAX"
fee_code:"PARTNER_TAX"
}
]
currency_code:"USD"
dsps_delivery_id:"del_FVrtxnbxSPWre50dQ3No0Q"
total_dsp_refund:689
refund_order_items:[
0:{
reason:"UBER_NEVER_RECEIVED_ORDER"
refund_items:[
0:{
name:"See manifest items"
quantity:1
}
]
party_at_fault:"UBER"
uber_refund_amount:0
partner_refund_amount:0
}
]
total_partner_refund:0
}

Refunds 101

Refunds 101 articles

Request a Refund from DSP

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