Issue categories
Late arrival, pickup problem, delivery proof dispute, recipient unavailable, or billing question.
Support and operations
A direct support path matters when deliveries involve three parties.
Support content should feel simple and accountable, with the right expectations around response times and issue categories.
Channels
In-app reporting, phone support for active deliveries, and email for account or billing topics.
Response design
Operations should prioritize active-trip exceptions first, then billing and historical disputes.