Cents on-demand deliveries are fulfilled through Uber and Roadie. If an order doesn't appear to have reached its destination, follow these steps so our team can look into it quickly and, if needed, work toward a reimbursement. The sooner you check the details and reach out, the better the outcome tends to be.
First, confirm what happened
Before reporting an issue, do a quick check. Many orders turn up right away.
Confirm with the customer, or your attendant, whether the driver actually handed over the order or left it somewhere, and whether they received any call or message from the driver around the expected time.
Check your store's exterior, racks, and laundry carts. For a delivery to a customer's home, ask whether it may have been left at the door.
Ask all attendants on shift whether a driver arrived to drop off or pick up the order.
If you have security cameras, review the footage from around the expected time to confirm whether a driver arrived.
Report the issue to our team
If you still can't locate the order, contact Cents Support with:
The order number
The address the order was meant to be delivered to
A brief description of what happened, along with any background
Our team will start trying to reach the driver through our delivery partner. If we can't make contact within 24 hours, we'll treat it as an order that couldn't be located and escalate it for a formal investigation. We'll keep you updated along the way.
What to expect during the investigation
The investigation can take up to a week. The delivery partner reviews GPS data, messages between the customer and driver, and any delivery photos.
Reimbursement isn't guaranteed. It depends on what the investigation finds.
Send any evidence you have as early as possible. Timestamped security-camera footage from around the time of the incident is especially helpful.
If the order can't be recovered
If the order can't be found, we'll ask you for an itemized list of the contents so we can build the strongest possible case.
List each item with its value. For example: 2 white Old Navy shirts x $20.00 each = $40.00.
Send the list within 5 days of the incident. This deadline is firm.
If a reimbursement is approved, we'll follow up with the secure steps to issue it. Reimbursements are capped at $2,000 per order.
Good to know
Acting quickly matters: the driver-contact window is 24 hours, the itemized list is due within 5 days, and the investigation can take up to a week.
Reimbursement is capped at $2,000 per order and isn't guaranteed, since it depends on the investigation's outcome.
Cents works on your behalf with the delivery partner throughout the process.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.