How to Raise a Complaint
Complaints should be submitted through FreshDrop support with the order ID, issue type, timeline, evidence, and requested resolution. Urgent safety or fraud issues should be escalated immediately.
FreshDrop may ask for photos, item descriptions, messages, call logs, handoff confirmations, pickup and delivery records, location context, and statements from cleaners or riders.
Review Process
FreshDrop will review the available evidence and may pause refunds, cleaner payouts, or rider payouts while a dispute is active. Users must cooperate in good faith and avoid false or misleading claims.
Possible outcomes include refund, partial refund, non-transferable service credit, service correction, payout adjustment, payout deduction, account warning, suspension, or referral to legal authorities.
Timelines
FreshDrop should acknowledge complaints within a reasonable period and target resolution within 7 business days for standard disputes, subject to complexity and user cooperation. High-risk matters may take longer.