At Burq, our goal is a successful delivery every time. But if something doesn’t go as planned—whether it’s a late delivery, missing items, or an issue with a driver—you can report a delivery incidents.

Reporting a delivery incident

In Burq dashboard

1. Find the relevant delivery

In the Burq dashboard, find the order or delivery where the incident occurred.

2. Report the issue

Under the 'Order actions' or 'Delivery actions' dropdown, select 'Create support ticket'.

In the form, provide details about the issue:

• Specify the type of issue (e.g., late delivery, missing items, rider behavior, etc.)
• Describe what happened in as much detail as possible. This helps us understand what happened and resolve it more quickly.
• If you are requesting a refund, select 'Request refund'. Attach supporting evidence, such as an itemized receipt and/or photos of damaged or missing items.

Via API

Use the Create Delivery Incident endpoint.

What happens after reporting a delivery incident?

After a delivery incident is reported, Burq Customer Support will:

1. Review your report.
2. Reach out to the delivery service provider to investigate the incident.
3. Keep you updated as they work toward a resolution.

After the review, one of the following outcomes will be communicated to you:

• Full Refund: You’ll receive a full refund of the delivery fee and tips.
• Partial Refund: You’ll get a refund for either the delivery fee or tips.
• No Refund: In cases where the incident doesn’t meet the criteria for reimbursement, no refund will be issued.

Tips for faster resolution

• Be as specific as possible when describing what happened.
• Attach clear photos if the incident involves missing or damaged items.

Questions or feedback

At Burq, we value your feedback and work hard to ensure every delivery meets your expectations. If you have any questions or feedback about the incident reporting process, contact our support team at [email protected].