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. Cancellation before handover
Customers may cancel any order from Orders until handover, including during preparation or after courier pickup. No cancellation charge is assigned to the customer, merchant, or courier. Stock is restored immediately if the courier has not collected the goods.
3. After pickup
The order is cancelled immediately without a cancellation fee. The courier completes any other orders first, then returns the cancelled goods to the merchant. The merchant confirms receipt before stock is restored.
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 Arobaa tracks the case;
- for funds administered through Arobaa’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
A customer cancellation before handover creates no delivery or return charge for the cancelled order, even after courier pickup. Other active orders retain their own delivery charges.
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 Arobaa proves the refund action was recorded; it does not guarantee an external financial institution’s processing time.
11. How to start
Use Arobaa’s complaint center and link the report to the order reference. Never send passwords or unnecessary financial information.