# 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.

## How to report an incident

1. Sign in to Merchant Admin at [panel.oddle.me](https://panel.oddle.me).
2. Go to **Sales > Online Orders** and find the relevant order using the search bar.

   ![Search for order](/files/YnLQy4PVlvs4eGcXrxhz)
3. Open the order.
4. Select **Delivery Request**.

   ![Delivery Request button](/files/ZLWflg62BYdRDz3ya4GQ)
5. Select **Report Delivery Incident**.

   ![Report Delivery Incident button](/files/RfoskjNjmTLKCB67eUem)
6. Fill in the incident details — be as specific as possible.
7. Select **Next** to move through each page of the form.

   ![Incident form](/files/64Zw9I4PLKQ3lX6N4xz3)
8. Use the **Review** button on the final page to check your submission before sending.

   ![Review submission](/files/Q2PNhdKr9fFmvr8CTd7K)
9. Select **Submit**.

   ![Submit button](/files/uNYgsoH7h9vfbXmajrjQ)

Oddle will follow up by email within **5 working days**.

{% hint style="warning" %}
Incident reports must be submitted within 3 calendar days of the delivery date. Reports submitted after this window will not be processed.
{% endhint %}

## 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.

## Compensation

See [What are the logistics compensation and cancellation policies?](/docs/help-center/logistics/what-are-the-logistics-compensation-and-cancellation-policies.md) for details on what you're eligible for after a confirmed incident.


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