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How to manage and dispute refunds in Partner Hub

This article explains how to review, dispute, and track refunds in Partner Hub. This applies to all restaurant, grocery and retail partners.

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Written by Ash
Updated this week

How to review refunds in Hub

You can view all refunds in one place in Partner Hub.
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To review a refund:

  1. Go to the Sales page in Partner Hub.

  2. Select the Refunds tab.

  3. You’ll see an overview of all refunds and their status.

  4. Click on an Order number to:

    • View the claim reason

    • Read customer feedback

    • See refund details

How to dispute a refund

You can dispute eligible refunds directly in Hub.
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To submit a dispute:

  1. Open the relevant order in the Refunds tab.

  2. Select the item(s) you want to dispute.

  3. Choose your reason from the dropdown menu.

  4. Attach supporting evidence (if available).

  5. Submit the dispute.

You can track the progress of your dispute in the Refund disputes tab.

Important: You must submit a dispute within 7 days of the refund issue date.


How to track the status of a dispute

Go to the Refund disputes tab to see whether your dispute is:

  • Under review

  • Approved

  • Rejected

If approved, the adjustment will appear on your next payment statement and invoice.

If rejected, you can reply to the decision email within 72 hours to contact Support for further review.


What evidence should I provide?

Evidence is not required in every case, but it can help us make the right decision.

You can submit:

  • Photos

  • Video footage (for example CCTV)

Evidence must include either:

  • A visible timestamp within 20 minutes of the ‘prep for time’ or ‘order ready’ time
    OR

  • A visible order ID or order receipt

What we look for in evidence

Our team reviews whether:

Missing or incorrect items

  • The claimed item(s) are clearly visible during preparation or fulfilment.

  • (For ODC and Retail partners) a store receipt shows all scanned items.

Wrong order received

  • The correct order was prepared and packed.

Cooked incorrectly / dietary requirements not met / Freshness Promise

  • Items were prepared according to the menu description.

  • Food appears fresh and of expected quality.

  • Dietary requirements were considered.

  • Items match the menu images as closely as possible.

  • Freshness Promise items are in good condition and not expired.

How can I capture evidence effectively?

Many partners capture evidence during the final packing stage, when all items are assembled and ready to be sealed. Common approaches include:

  • Placing a tablet above the packing station to photograph items and the order receipt before sealing the bag.

  • Installing CCTV above the packing area to continuously record orders being prepared.

Choose a method that works best for your operations.

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