How Sendways handles delivery disputes

No platform that connects strangers for financial transactions can avoid disputes entirely. What matters is how disputes are handled. Here is Sendways' process in full.

When a dispute is raised. Either party can raise a dispute on any active delivery. Common reasons: delivery not confirmed, item condition dispute, weight discrepancy, traveler unresponsive, recipient claiming non-receipt.

The 48-hour response window. When a dispute is raised, the other party has 48 hours to respond with evidence. During this period, escrow remains locked. Sendways support sends a notification to both parties.

Evidence review. Sendways reviews all submitted evidence: handoff photos, app messages, delivery confirmation photos, recipient statements, and any other documentation provided. Both parties are given equal opportunity to submit evidence.

Decision timeline. We aim to reach a decision within 5 business days of the dispute being raised. Both parties are kept informed of progress.

Possible outcomes. Full escrow release to traveler (delivery confirmed). Full escrow return to sender (non-delivery confirmed). Partial resolution (e.g., weight dispute resulting in partial refund).

Appeals. Either party can appeal a dispute decision once, by submitting new evidence not previously available. Appeals are reviewed by a different team member than the original reviewer.

Fraud cases. If evidence of deliberate fraud is identified during a dispute, the account is suspended pending investigation, regardless of the financial outcome of the specific dispute.