1. What Droppo refunds — and what it does not
Droppo charges a delivery service fee. It does not sell the merchandise in the shipment. Therefore:
- Refunds under this policy concern delivery fees, cancellation fees, and return-to-sender fees recorded on the company wallet.
- Droppo does not refund the value of goods, discounts, or prices the company charged its end customer.
- COD cash collected from a recipient is not a Droppo “sale”. It is settled to the company according to the COD custody process, not as a purchase refund.
2. How delivery fees are charged
When a company creates an order, the calculated delivery fee is deducted from the company wallet immediately. The company should confirm the fee in the portal before creating the order. Insufficient wallet balance prevents creation until the wallet is topped up.
3. Cancellation before pickup
If an order or a stop is cancelled before pickup, Droppo reprices or credits the unused delivery fee back to the company wallet, after any applicable cancellation fee shown in the portal at the time of cancellation. Credits appear as wallet transactions on the company statement.
4. Cancellation after pickup and return-to-sender
After pickup, the commercial delivery fee for completed work is generally kept. If a remaining stop is cancelled:
- The delivery fee for the cancelled stop may be credited to the company wallet.
- A return-to-sender fee may be applied once per order, as displayed in the portal, for returning the shipment.
- If the return fee exceeds the credit for the cancelled stop, the difference is deducted from the wallet. The portal will ask for a top-up if the balance is not enough.
Returning goods to the pickup location is a delivery operation. It is not a retail “product return” processed by Droppo as the seller.
5. Where refunds go
Service credits are posted to the company wallet in QAR, not automatically to a bank card or cash. You can reuse wallet balance for new orders. A request to withdraw unused wallet funds, after open orders and fees are cleared, is handled by Droppo support and may require verification of the company account.
6. COD amounts
COD is money collected from the recipient for the company. Failed collection, recipient refusal, or a cancelled stop does not create a Droppo refund of merchandise value. Any COD already collected follows the custody and remittance records in the company portal.
7. How to request a review
If a wallet movement looks incorrect, contact support@droppo-qa.com with the order number and a short description. Droppo will review the order timeline, cancellation record, and wallet ledger. Operational credits are normally posted when the cancellation is processed in the system; support reviews are handled during business hours in Qatar.
8. Changes
Fee amounts (including cancellation and return-to-sender) are those shown in the company portal and may change. This page describes the method of charging and crediting; the portal figures control the amount applied to a given order.
Related documents: Terms & Conditions and Privacy Policy. Doha, Qatar.