What to Do When Your Delivery Is Late, Wrong, or Missing Items

1. 01

   Step 1: Check the delivery status and estimated time

   

   Before you assume something is wrong, open the app and check the current status. If the order shows "on the way," look at the map to see where the driver actually is—they might be stuck in traffic, handling another delivery, or searching for parking. Most apps show an estimated arrival time that updates in real time.

   If the estimate has pushed back by 10–15 minutes, that's normal during busy periods. If it's been more than 30 minutes past the original window with no movement on the map, or if the status hasn't changed from "preparing" for over an hour, it's time to investigate. In Lumo, you can follow your driver live on the map and see exactly where they are, which helps you know whether to wait or reach out.

2. 02

   Step 2: Contact the driver or restaurant first

   

   Most apps let you message or call the driver through the app without sharing phone numbers. Send a quick, polite message: "Hi, just checking on my order—estimated time was 6:30 and it's now 7:00. Are you close?" Drivers often appreciate the heads-up and can tell you if they're running late or had trouble finding your address.

   If the order is still being prepared, contact the restaurant or seller instead. They can confirm whether the order is ready, if something was out of stock, or if there was a mix-up. In Lumo, in-app messaging lets you communicate directly with drivers and sellers so you can sort things out quickly. Most issues—like a driver circling your block or a restaurant running behind—get resolved with one quick message.

3. 03

   Step 3: Document the problem immediately

   

   The moment you realize something is wrong, grab your phone and take photos. If items are missing, photograph the bag, the receipt if there is one, and everything that did arrive. If the entire order is wrong, photograph the bag with the label showing the order number and everything inside. If the food is cold, spilled, or inedible, document that too.

   This evidence is critical for getting refunds or credits. Support teams need proof, and photos eliminate any back-and-forth about what actually happened. Also check if your driver took a drop-off photo—most apps require this now—and save a screenshot if the photo shows the order was left at the wrong address or in an unsafe spot. Lumo drivers must take a drop-off photo, which creates a record for both you and support.

4. 04

   Step 4: Report the issue through the app

   

   Every delivery app has a help or support section where you can report problems. Go to your order history, find the problem order, and look for options like "Get help," "Report an issue," or "Order wrong." You'll usually see categories:

   • Order never arrived
   • Items missing
   • Wrong items delivered
   • Food quality issue
   • Order delivered to wrong address

   Select the closest match and follow the prompts. Upload your photos, describe what happened in a sentence or two, and submit. Most platforms process these reports quickly—refunds or credits often appear within minutes to a few hours. Don't wait days to report; most apps have a 24- to 48-hour window for filing claims.

5. 05

   Step 5: Request a refund or redelivery

   

   Depending on the problem, you can usually request a full refund, partial refund, or redelivery. If the entire order never showed up or is completely wrong, ask for a full refund. If one or two items are missing, request a partial refund for those items. Some apps offer credits instead of refunds—credits go back into your account for future orders.

   Redelivery is less common because the restaurant has to remake the order and a driver has to deliver it again, which takes time. If you're hungry now, a refund is faster. If the restaurant made an honest mistake and you're willing to wait another 30–45 minutes, redelivery might be an option. In Lumo, you can message the seller directly to discuss whether they can send the missing items, and support can process refunds quickly if needed.

6. 06

   Step 6: Follow up if you don't hear back

   

   If you haven't received a response or refund within a few hours, follow up. Most apps have live chat or email support—use both if necessary. Reference your original report, include your order number, and attach your photos again if the system lets you.

   If the app's support is unresponsive after 24 hours, escalate by mentioning you'll dispute the charge with your credit card company. That usually gets attention. For repeated problems with the same restaurant or driver, mention this in your follow-up—patterns matter, and platforms want to know if a seller or driver is consistently causing issues. Keep your tone calm and factual; support teams respond better to clear explanations than angry rants.

7. 07

   Step 7: Leave honest feedback and ratings

   

   Once the issue is resolved, leave a rating and review. If the restaurant messed up, rate the restaurant accordingly and explain what happened—this helps other customers and alerts the platform. If the driver was professional despite the restaurant's mistake, give the driver a good rating separately.

   Be specific: "Order was missing two items, but driver was polite and support refunded me quickly" is more helpful than "Terrible experience." In Lumo, you rate both the seller and the driver after each order, so you can give credit where it's due and flag problems accurately. Honest feedback improves the system for everyone and helps platforms identify which sellers and drivers need coaching or removal.

Photos are illustrative. Service prices are typical ranges and vary by city. How we write our guides.