Updated 1 October 2026 · Pludor team · 2 sources
Act fast and document everything: screenshot the order confirmation, the rider's details, and your chat or call log the moment the rider goes quiet. Then use the delivery app's official in-app dispute or "report a problem" flow rather than just calling support, because it creates a timestamped record that strengthens your refund claim. If support goes quiet, escalate publicly on the company's social media accounts, and for future high-value deliveries choose options with photo proof-of-delivery or a signature.
Screenshot everything immediately: the order confirmation, the rider's details, and any chat or call log. You'll need this evidence for any refund or dispute claim, and it's much harder to reconstruct later.
Go through the app's official dispute process first — most delivery apps have an in-app "report a problem" flow. Using it rather than just calling support usually creates a timestamped record that strengthens your refund claim.
If in-app support doesn't respond within a reasonable window, look up the company's social media accounts and complain publicly there. Public complaints often get faster responses than support tickets.
Yes, reports of dispatch riders not completing deliveries or going silent mid-delivery are a real, documented problem with some Nigerian dispatch apps. That's why you should document every order and use official dispute channels when it happens.
Choose delivery options that require photo proof-of-delivery or a recipient signature, rather than "left with rider's discretion." That way there's verifiable confirmation the package actually reached the buyer.
You can try contacting the rider, but always report through the app's official dispute flow as well. The in-app report creates a timestamped record, while a phone call leaves no evidence for your refund claim.
Gather the order confirmation, the rider's details, and screenshots of any chat or call log with timestamps. File through the app's in-app dispute process so there's an official record, and keep your own copies in case you need to escalate.
Use delivery options with photo proof-of-delivery or signature confirmation for valuable orders, and document every dispatch. If you sell through Pludor, its local delivery feature and unified inbox keep order details and customer messages in one place, so you have a clear record if a dispute comes up.
Apologize, show them the documentation you've kept, and file the dispute with the delivery app immediately. If you run your store on Pludor, you can handle the conversation in the unified inbox and use AI follow-up to keep the customer informed while the claim is processed.
Yes, but reduce your risk: document every order, use in-app dispute flows so there's a record, and pick proof-of-delivery options for valuable items. If you sell on Pludor, its local delivery option keeps delivery tied to your store and orders in one dashboard, which makes tracking and disputes easier.
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