What happens if your item is lost during peer delivery

Peer-to-peer delivery has an excellent track record for item safety; verified travelers have real identities and real reputations on the line. But losses do occur, and it is important to understand what happens when they do.

First: distinguish between lost, delayed, and misdelivered. A lost item cannot be located. A delayed item is still in transit or stuck at customs. A misdelivered item went to the wrong address. The resolution process is different for each.

Escrow protection for payment. Sendways holds your payment in escrow throughout the journey. If a delivery is not confirmed, because the item never arrived, the escrow is not released to the traveler. You do not pay for a delivery that did not happen.

File a dispute through the app. Go to your delivery history, find the booking, and tap "Report a problem." Describe what happened and upload any supporting evidence, including handoff photos, chat messages, and recipient confirmation.

Sendways investigation. Our team reviews the dispute, contacts both parties, and may request additional evidence. We aim to resolve disputes within 5 business days.

Refund process. If Sendways determines the item was not delivered, the escrow is returned to your original payment method. Processing times vary by payment provider but are usually 3-7 days.

What is not covered. Customs seizure, where authorities confiscate an item because it is prohibited or above the duty threshold, is not covered as a "loss." This is why accurate declarations and permitted items matter so much.

The best protection against loss is using verified travelers, taking handoff photos, and communicating throughout the journey.