Stay Calm and Gather Facts
Emotionally charged responses often escalate matters. Instead, collect precise details: timestamps, trip logs, messages, and any other documentation that shows what actually happened.
Document Your Side Clearly
Write a concise statement that explains what occurred, supported by evidence. Attach relevant screenshots or logs that corroborate your account.
Use the Platforms Dispute Channel
Submit your evidence through the official dispute or appeals process. Include a short, professional narrative and label attachments clearly.
Seek Witness or Third-Party Evidence
If a delivery had a secure drop-off or a third party confirmed delivery, collect that information. Independent evidence can be persuasive during investigations.
Maintain Professional Communication
Keep interactions with support polite and factual. If the platform asks follow-up questions, answer directly and provide any missing details promptly.
When to Escalate
If initial reviews dismiss clear evidence, ask politely for supervisor review or escalate through formal channels the platform provides. Keep copies of every communication for record-keeping.