DSP Refunds

By using our “DSP refunds” feature you can request a refund for orders sent to DoorDash Drive, Uber Direct, or any other DSPs that were not delivered correctly according to the DSPs' SLAs and refund matrix directly from your Cartwheel dashboard. 

Please note that we Cartwheel only initiates the refund; further communication with DSPs must be managed by you.

 

Refund Settings

You can check your current refund settings by navigating to Properties → Global Settings → Integrations → DSP → Refund Settings:

 

 

Refunds scripts for DoorDash and Uber Direct are counting eligible orders for a refund if they were late by more than 15 minutes, those scripts are set by default for Uber Direct and DoorDash. Please note that this functionality is currently available only for DoorDash Drive and Uber Direct. If you require a similar script for other DSPs based on their refund matrix, please contact us at [e-mail] .

Please do not forget to verify the email address listed in the Refund Email section. If it is missing or incorrect, update it with the correct email address and click Save or Save and Close at the bottom of the page.

 

Refund emails can also be set at the Pick-up level. You can access this setting by navigating to Properties → Pick-up Locations → Edit → DSP Section.

 

How to request a refund

There are a few options that you can use in order to request a refund for an order. 

1. Navigate to Orders. Locate the specific order you wish to request a refund for, and click Edit Order to access the order details.
   • Click on Request Refund in the upper-right corner of the order details page.
   • Fill out the refund request form by providing a clear and concise description of the issue (e.g., late delivery, missing items, or incorrect charges).
   • If applicable, upload supporting documentation such as photos, receipts, or any other relevant evidence to help process your request.
     
     
      
2. You can also request a refund directly from the Orders tab. Simply locate the order using the set filters, select it, and click the Request Refund button.
   
   
    
3. You can request refunds for orders that the system has flagged as eligible for a refund from the Orders -> DSP Refunds section.
   
   
    

Please note that the refund will only be initiated for the last DSP that delivered the order. If the order was sent to multiple DSPs, our system will only consider the last one. For refunds with other prior DSPs, please contact them separately.

DSP Refunds Section

This section can be accessed here Orders -> DSP Refunds section. 

After requesting a refund, you can track the status of these orders in the 'Orders' section under 'DSP Refunds.' 

 

 

Here, you'll also find orders eligible for refunds if they were delivered more than 15 minutes late. You can request a refund for these orders directly from this page.

 

Refund Statuses

Each refund request will have a status:

• Not Sent – Order is eligible, but no request has been submitted yet
• Approved – Refund approved by DSP
• Rejected – Refund denied by DSP
• Failed – Submission failed due to an error

You can also see the approved refund amount when applicable.

For DoorDash Drive and Uber Direct, refund statuses are updated automatically via API/webhooks. This means that status changes (Approved/Rejected/Failed) are reflected directly in the dashboard

If an order has the Refund Status set as "Not Sent", it means a refund request has not yet been submitted. Instead, it is an order flagged by the system as eligible for a refund. You can review these orders and click the Request Refund button to initiate a refund request manually.

Additionally you can customize the display of columns on the DSP Refunds page by clicking the gear icon in the upper-right corner of the screen. This allows you to show or hide specific columns as needed.

Please note that column customizations and filters are user-specific, so only the person who sets them will see their customized view.
 

If the Automated DSP Refunds option is enabled (refer to the section below), the system will automatically submit refund requests for eligible orders.

 

Automated DSP Refunds

Refund requests can also be automated for DSPs. Once enabled, this feature automatically initiates refund requests every day at 8 AM Pacific Time. Requests are generated for all orders identified by the DSP Refund script from the previous day.

If you’re interested in enabling automated refunds, please contact our team for assistance at [e-mail].