Contacting Support

The Support team is always available to help you in difficult situations. For example, you can contact Support when:

• You cannot complete an order due to force majeure circumstances, such as a road accident.

• The recipient doesn’t respond after three missed calls, and the “Return Delivery” button hasn’t appeared in the app.

• You’ve mixed up packages.

• The sender or recipient hasn’t received the text with the confirmation code.

• You have a serious conflict with a user.

• You discover that a package contains a banned item.

• You can’t complete an order due to technical issues.

How to contact Support through the app

There are two ways to contact Support:

1. If you have a question about the current order, contact Support from the order card. Voice support is available through the order card from 9 a.m. to 10 p.m. Calling is the fastest way to get help.

2. For questions unrelated to your current order: Send a message via the Support chat in your profile.

Rules for contacting Support

Send one question at a time. When you contact Support, your message gets placed in a queue. So, if you send several messages in a row, each new message will be sent to the end of the queue.

• DO NOT spam Support with messages like, “When will I get a reply?” or “Why haven’t you responded yet?” Your messages will be sent to the end of the queue and it will take even longer to receive a response.

• DO wait for your initial question to be answered before sending another one. This will help Support answer your questions faster.

Don’t be rude. Polite messages receive quicker responses.