Order problems start with the vendor and can escalate to Survdd.

1. Before payment

If checkout is cancelled or the payment window expires before payment is completed, Survdd releases reserved finite inventory. No completed-payment refund is needed.

2. Vendor-first resolution

For an ordinary order issue, the customer should first give the vendor a reasonable opportunity to correct the problem. Examples include a missing item, incorrect item, pickup confusion, delivery problem, or another fulfillment issue. Customers can create an order-linked support record through My Orders when the problem is not resolved.

3. When a refund may be appropriate

A full or partial refund may be appropriate when a paid order is not fulfilled, a material portion of the order is missing or materially different from what was purchased, duplicate payment occurs, Survdd determines that a marketplace remedy is warranted, or applicable law requires a refund. Survdd evaluates the available order record and may request information from either party.

4. Perishable-food limitations

Prepared and perishable food is time-sensitive. A paid order is not automatically refundable merely because a customer changes their mind, arrives late, fails to pick up the order, dislikes a subjective taste preference, or supplies an incorrect delivery address. These examples do not override rights that cannot legally be waived or Survdd’s ability to resolve an unusual case fairly.

5. Vendor cancellation or non-fulfillment

If a vendor cannot fulfill a paid order, the vendor should promptly cancel the order with an accurate reason and communicate with the customer. The customer or vendor may then use the Survdd support workflow for the appropriate refund action. Merely changing an order status to cancelled does not itself transmit money back through Stripe.

6. Survdd escalation and final marketplace decision

If the parties do not resolve the issue, Survdd may review the transaction and make the final marketplace support decision. Survdd may approve a full refund, partial refund, account credit where offered, denial of the request, vendor restriction, product removal, or another reasonable remedy. This does not prevent either party from exercising rights available under applicable law.

7. Stripe refund processing

Approved refunds are submitted to the payment provider. For a Stripe Connect destination charge, Survdd may reverse the associated vendor transfer and refund the related Survdd application fee proportionally so the transaction is economically unwound in line with the approved refund. Bank/card posting times after Stripe accepts a refund depend on the payment method and financial institution.

8. Food-safety concerns

Food-safety concerns should be submitted using the Food Safety support type. Survdd may restrict a vendor or item while reviewing a credible report. Suspected foodborne illness or an urgent public-health concern should also be reported to the appropriate health authority.

9. Chargebacks and payment disputes

Customers should use Survdd support for a legitimate order problem before filing a payment dispute when practical so there is an order-linked record. Fraudulent or abusive disputes may result in account restriction. Vendors must cooperate with reasonable requests for information needed to respond to a dispute.

10. Contact

Legal or policy questions may be sent to legal@survdd.com.