Refund Reasons

The Order Refund webhook payload includes the reason_code field, below are the possible values and their meaning.

Reason Code	Description
order_undeliverable	The rider was unable to deliver the order or leave it in a safe space
order_other	An uncategorised reason occurred
missing_items	The order was missing one or more items
marked_as_delivered_not_arrived	The customer did not received the order but it was marked as delivered by the rider
missed_delivery	Customer missed the rider and item was not delivered or delivered to a safe location
received_wrong_order	Customer received an order which wasn't theirs
late_order	The order was delivered late
items_unavailable	Items in the order are not available to deliver (out of stock)
dietary_requirements	Items within the order did not match the dietary requirements of the customer
failed_delivery_recovery	Rider reported the order as undeliverable (damaged goods, breakdown)
cooked_incorrectly	Items were not cooked to requirements (under/over-cooked)
cold_food	Items within the order were cold
incorrect_items	Customer received items which they did not order
spilled_or_crushed	Items were either spilled or crushed during transportation
abandoned	The order was abandoned by the customer
blocked	The order was blocked from being placed, usually due to fraud detection
canceled	The order was canceled
rejected	The order was rejected, usually by the restaurant

It is also possible for the reason_code to contain the value unknown. In this case there is a new categorisation and we haven't been made aware of it. If this occurs, we will update this documentation with the appropriate new code.