Failed Delivery
What happens when a courier is unable to complete your delivery and how to get a refund.
If a courier cannot reach you or complete your delivery, the order is marked FAILED. Your order is returned to the shop and a refund is initiated automatically.
Steps
Watch for a failed delivery notification
If the courier reports that they are unable to deliver your order, you will receive a push notification and an in-app alert. Check your myhub — the order status will change from On the Way to a failed state.
Check the reason in order detail
Open myhub → Orders and tap the affected order. The order detail screen will explain why the delivery was marked FAILED — for example, the courier could not locate the address or there was no one available to receive the package.
Await your refund
A refund is initiated automatically to your original payment method. Allow 3–7 business days for it to appear in your account (card) or 1–3 business days (mobile money).
Contact support if needed
If you believe the failure was an error (for example, you were at the correct address), tap Report a Problem on the order detail screen and select Delivery Issue. A support agent will investigate and can arrange a re-delivery if the order has been returned to the shop.
Warning
A failed delivery does not automatically result in a re-delivery. If you want the items, you will need to place a new order after the current one has been resolved.
Note
Both the shop and you are notified when a delivery is marked FAILED. Partial earnings may still be credited to the courier for reaching the delivery zone.
Common questions
Q: Will I be charged for a failed delivery?
A: No. A full refund is initiated when a delivery fails. You will not be charged for an order you did not receive.
Q: How do I make sure future deliveries don't fail?
A: Make sure your delivery address at id.vyete.com/settings/locations is precise — include a unit number, building name, or landmark if needed. Ensure your phone is reachable so the courier can contact you if they have trouble finding you.
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