For the complete documentation index, see llms.txt. This page is also available as Markdown.
How do I report a delivery incident?
A delivery incident is any situation where a delivery made through Oddle results in poor service or food quality — including late delivery, damaged or missing items, wrong address, or a driver failing to complete the delivery.
Oddle's responsibility covers the delivery journey from when the driver arrives at your restaurant for pickup until the food reaches the customer. You're responsible for ensuring food is correctly packed and handed to the driver.
Go to Sales > Online Orders and find the relevant order using the search bar.
Search for order
Open the order.
Select Delivery Request.
Delivery Request button
Select Report Delivery Incident.
Report Delivery Incident button
Fill in the incident details — be as specific as possible.
Select Next to move through each page of the form.
Incident form
Use the Review button on the final page to check your submission before sending.
Review submission
Select Submit.
Submit button
Oddle will follow up by email within 5 working days.
Incident reports must be submitted within 3 calendar days of the delivery date. Reports submitted after this window will not be processed.
Tips for a faster resolution
Report early. The sooner you report, the easier it is to gather evidence and investigate accurately.
Use the official form. Reporting through Merchant Admin allows Oddle to track and follow up on your case effectively.
Provide as much detail as possible. Include photos of damaged food, the order number, and a clear description of what happened. This reduces back-and-forth and speeds up your resolution.
