Conditions				Accountability			Who Pays the Refund			Refund Type
	Order Refund/Reason Code	Refund Description		Requestor	Driver Assigned	Item Picked Up by Driver?	Items Delivered by Driver?	Handoff to Customer Completed?	Customer	Restaurant	Delivery Provider	Customer	Restaurant	Favor	Cost of Goods	Delivery Fee
	Customer Canceled	Customer no longer wants the order		Customer	Yes	Yes or No	Yes or No	No
	Customer canceled – pre order submission	Customer no longer wants the order and would like to cancel before order has been submitted		Customer	No	No	No	No	X			N/A			N/A	N/A
	Customer canceled – post order submission	Customer no longer wants the order and would like to cancel after order has been submitted		Customer	Yes or No	Yes or No	Yes or No	Yes or No	X			X			X
	Customer Changed Order	Customer wishes to modify their order		Customer	Yes	Yes or No	Yes or No	No
	Customer changed order – pre order submission	Customer wishes to modify their order before order has been submitted		Customer	No	No	No	No	X			N/A			N/A	N/A
	Customer changed order – post order submission	Customer wishes to modify their order after order has been submitted		Customer	Yes or No	Yes or No	Yes or No	Yes or No	X			X			X
	Missed Drop Off Time	Driver missed delivery window (max 30 mins)		Customer	Yes	Yes or No	Yes or No	Yes
	Courier Late – Due to Non-Restaurant	Driver missed delivery window (max 30 mins), order was picked up on time, however due to non-restaurant related issues (i.e. broken down vehicle, traffic, etc)		Restaurant	Yes	Yes or No	Yes or No	Yes			X			X		X
	Courier Late – Due to Restaurant	Driver missed delivery window (max 30 mins) due to restaurant not having food prepared within 10 mins of pick-up time		Courier	Yes	Yes or No	Yes or No	Yes		X			X			X
	Courier Cancelled – Due to Restaurant	Driver contacted support to cancel the order due to restaurant not having food prepared within 30 mins of pick-up time.		Courier	Yes	No	No	No		X			X		X
	Wrong Item	Wrong item delivered to customer		Customer	Yes	Yes	Yes	Yes
	Wrong Item – Due to Non-Restaurant	Delivery courier delivered the wrong bag/order, despite the restaurant accurately preparing/packaging		Restaurant	Yes	Yes	Yes	Yes			X			X	X
	Wrong Item – Due to Restaurant	Delivery courier delivered the wrong bag/order, due to the restaurant inaccurately preparing/packaging		Courier	Yes	Yes	Yes	Yes		X			X		X
	Missing Item	Missing item from customers order		Customer	Yes	Yes	Yes	Yes
	Missing Item – Due to Non-Restaurant	Customer is missing item from order, despite the restaurant accurately preparing/packaging		Restaurant	Yes	Yes	Yes	Yes			X			X	X
	Missing Item – Due to Restaurant	Customer is missing item from order, due to the restaurant inaccurately preparing/packaging		Courier	Yes	Yes	Yes	Yes		X			X		X
	Damaged (Packaging)	Damage to packaging		Customer	Yes	Yes	Yes	Yes
	Exterior Damage	Exterior packaging was damaged but contents were fine		Restaurant	Yes	Yes	Yes	Yes			X			X		X
	Interior Damage	Exterior package was damaged AND contents were also damaged (or spilled)		Restaurant	Yes	Yes	Yes	Yes			X			X	X	X
	Delivery Provider – Appearance	Customer complains of physical appearance or grooming of delivery courier and/or vehicle		Customer	Yes	Yes	Yes	Yes			X			X		X
	Delivery Provider – Performance	Customer complains of courier’s performance/professionalism		Customer	Yes or No	Yes or No	Yes or No	Yes or No			X			X		X
	Delivery Provider Other	Other reasons not outlined, yet negatively impacted the overall customer/operational experience		Courier	Yes or No	Yes or No	Yes or No	Yes or No			X			X	TBD	TBD
	Customer Other	Other reasons not outlined, yet negatively impacted the overall courier/operational experience		Customer	Yes	Yes or No	Yes or No	Yes or No	X			X			TBD	TBD
	Restaurant Other	Other reasons not outlined, yet negatively impacted the overall customer/courier experience		Restaurant	Yes	Yes	Yes	Yes		X			X		TBD	TBD