1. Before merchant acceptance
If an order is cancelled before merchant acceptance and no money was collected, no refund transaction is needed. If money was collected for a part that will not be fulfilled, the amount due back is reviewed and recorded according to the payment route.
2. After merchant acceptance but before delivery pickup
If the order is cancelled after merchant acceptance but before the delivery provider picks up the products:
- the unfulfilled part is cancelled according to order state;
- stock is restored where the workflow applies;
- no delivery-service cost is charged for a pickup stage that never began;
- any amount paid but no longer due enters the appropriate refund route.
3. After pickup
Once products have been collected from the merchant, actual delivery or return cost may exist. The amount is assessed according to the reason for cancellation, the service already performed and product state, without charging the customer for merchant/service fault where law or review requires otherwise.
4. After delivery
If an item is missing, different, damaged, unfit, or there is a service issue:
- submit a complaint as soon as reasonably possible with the order reference;
- attach a photo or supporting information where useful;
- the team reviews the order, merchant, delivery and payment trail;
- the outcome may be replacement, full/partial refund, or appropriate compensation depending on the facts and applicable law.
5. Perishable and food products
The nature of some goods may make physical return unsuitable after receipt for safety or quality reasons. This does not remove the right to complain about a defect, damage or non-conformity; the remedy is assessed according to product nature and law.
6. Refund method
The route depends on the original payment method:
- for direct electronic payment to a merchant, execution may be made by the merchant while Arooba tracks the case;
- for funds administered through Arooba’s financial workflow, the customer amount is recorded as due and closed only after a transfer reference or evidence exists;
- a refund is not marked completed merely because it was internally approved.
7. Duplicate protection
Each order has an auditable refund state. Once a refund obligation is properly completed, the same obligation is not opened again unless a separate evidenced event requires another adjustment.
8. Delivery fees
Refund of delivery fees depends on the stage reached and the reason for cancellation. If pickup never began, the trip is not treated as a completed delivery service. After pickup, actual cost may need to be assessed.
9. Nearby trip — 50% delivery discount
When a customer accepts a nearby-trip offer with a 50% delivery-fee discount, that customer’s order remains independent. Cancellation by the original customer does not cancel the nearby customer’s order and does not remove the locked 50% discount.
10. Processing time
The time for funds to appear can depend on the bank or transfer provider after execution is recorded. A reference or evidence displayed in Arooba proves the refund action was recorded; it does not guarantee an external financial institution’s processing time.
11. How to start
Use Arooba’s complaint center and link the report to the order reference. Never send passwords or unnecessary financial information.