You are your own boss when you deliver with FINDR. This guide explains what happens when goods are lost or damaged on a delivery, how you are heard, and what is and is not taken from your earnings.
This guide covers the Delivery claims screen in the FINDR app (version 1.2.59 and later). Update the app if you do not see it.
1What a delivery claim is
A delivery claim is a report that goods were lost or damaged between the pickup code and the drop-off code. That is the time the goods are in your care.
FINDR is an app. We are not a carrier and we are not an insurer. You deliver as your own boss, and you are responsible for damage you cause while the goods are with you.
2Who this applies to
It applies only if you accepted the new Driver and Courier Agreement (version 2) in the app before the delivery was made.
If you have not accepted it, you cannot be held or charged for a claim. You can keep working and cashing out as you do now.
Haul drivers follow the Haul terms instead. See the Haul driver guide.
3What happens, step by step
The customer is refunded first. The customer does not wait for the claim to be settled.
FINDR looks at the claim. The desk looks at the pictures and at what you say. Then it decides who is responsible, and writes the reason down.
You are told in the app. You get a message that a claim was opened. Open Delivery claims in your wallet.
You answer once. You have 48 hours to tell your side. You can answer one time, so say everything you need to say. Type clearly what happened.
FINDR decides. You are told the decision and the reason in the app. If the decision is that it was not your fault, or FINDR cannot tell, nothing is taken from you and your hold is released.
4What happens to your money
A hold when the claim opens
When a claim opens, a hold is put on your balance. The hold is the smaller of the amount in the claim, GH₵500 and your balance. Money you earn later, above the hold, is yours to use.
Money you already cashed out is not taken back.
If the desk decides it was you
You have a review window of 7 days (see Asking for a review). When the window is over, the amount is taken only from:
money FINDR holds for you, and
your later earnings.
It never takes your balance below zero. If you have more than one claim, the oldest claim is paid first.
In your wallet. A hold shows as On hold for a claim. An amount owed after the review window shows as Owed to FINDR for a claim.
5Asking for a review
If the desk decides it was you, you can ask for one review within 7 days.
A different person from the one who decided looks at it again.
The result can be that the decision stands, the amount is reduced, or the decision is overturned.
You are told the result in the app.
6When a claim ends
Paid in full: the claim closes once the amount is covered.
No deliveries for 90 days: if part of the amount has not been recovered and you have made no deliveries for 90 days, FINDR does not chase the rest.
No decision in 30 days: if a claim is opened but there is no decision after 30 days, the hold is released.
7How to accept the agreement
You accept the agreement inside the app. This appears when new delivery terms are ready for you.
Open Wallet, then tap Delivery claims.
Read the agreement.
Type your full name.
Tap I accept.
The agreement only covers deliveries made after you accept it. You are never forced to accept it to go online or to cash out.
8Good to know
Deleting your account: If a claim is open, or you still owe money on one, you cannot delete your account yourself. Support finishes the deletion once it is settled.
Keep codes safe: the pickup and drop-off codes are your proof of when the goods were in your care. Only enter a code when the goods change hands.