To request a refund, please follow the steps below:
- Open the relevant order in the Orkestro Portal
- Navigate to the ‘Fleets’ tab
- Click the ‘Chat’ button for the relevant fleet booking
- Click ‘Refund request’
- Fill in the required details
Your request will be automatically sent to the fleet’s support team for review.
You can track the status of your refund at any time in the Tickets tab.
When am I eligible for a refund?
You may be eligible for a refund or compensation if:
- The order was damaged in transit
- The fleet breached a signed SLA
How will I receive my refund?
- If your refund is approved before payment, you will receive a credit note and an updated invoice
- If your refund is approved after payment, the credit note will appear on your next invoice
For more on how delivery pricing works, see our guide on what factors affect the cost of a delivery.
If you have any trouble with any of the steps above, please submit a support ticket and we will be happy to help.