Find answers to frequently asked questions about Reclaim by Deliverect, our revenue protection solution that helps you recover money lost to inaccurate refunds.
General and limitations
In which region is Reclaim available?
Canada and the USA.
Which sales channels are supported?
DoorDash and Grubhub.
Will Reclaim replace my POS, accounting, or ordering systems?
No. Reclaim runs in the background and works alongside your existing systems and tools without requiring any operational changes.
Will Reclaim dispute every order where a refund has been claimed?
No. Reclaim cannot dispute every claim because each marketplace decides what is eligible, how often disputes can be filed, and what evidence is required. Reclaim prioritizes the cases with the best recovery value and the strongest chance of success, rather than mass-submitting every transaction.
What is the success rate for disputes?
Deliverect does not provide a fixed success rate. Successful outcomes vary depending on marketplace policy, order details, and case quality.
How is success measured in Reclaim?
Success is tracked via these key metrics in your dashboard:
Disputes submitted: The total number of dispute claims filed.
Amount recovered: The total dollar value of refunds successfully reclaimed.
Time saved: The estimated hours saved by automating the dispute process.
Recurring operational drivers: Insights identifying repeat issues categorized by location, platform, order, and item.
Getting started with Reclaim
How long does it take to get up and running with Reclaim?
Once you have granted access to Deliverect on your delivery service providers (DSPs), we verify coverage across every location and channel, map the stores, configure the account, and securely issue credentials. We target go-live within about six business days after access is completed and the location list is finalized.
What account access do I need to provide to Deliverect for Reclaim?
You will need to provide the following credentials and permissions:
DoorDash: Business Group Admin or equivalent account-level access.
Grubhub: Create an Admin user and select all stores. If your account has more than 50 locations, please ask your Grubhub representative to enable the additional required permissions.
Is my data secure?
Yes. Reclaim uses encrypted connections and industry-standard security practices. Access is strictly limited to the systems needed for the modules you enable, and you can revoke access at any time.
Disputes and product functionality
Do you guarantee recovered amounts?
No specific recovery amount can be guaranteed. Outcomes depend on platform decisions, order details, and the nature of each dispute.
How long does it take to see results?
While we do not promise fixed timelines, restaurants typically start seeing recovered funds within one to two weeks of going live. Qualifying orders flow into Reclaim with a 24-hour ingestion lag. Review and payout timelines are controlled by each marketplace.
Why was a specific order not disputed?
Not all orders are disputed. An order might not meet the marketplace's eligibility criteria or evidence requirements. Reclaim prioritizes orders that qualify under marketplace rules to maximize recovery success.
If you believe an order was missed incorrectly, please reach out to our support team with the order ID, timestamp, and reason for the dispute, and we will review why it was not disputed.
Can I manually retry an unsuccessful dispute or dispute an order Reclaim skipped?
No. The Reclaim dashboard does not support manual disputing or re-disputing. If Reclaim did not attempt to dispute an order, it was by design due to eligibility constraints. If you wish to pursue a dispute manually, you must do so directly through your marketplace merchant portal (if permitted by the marketplace).
Can I still manually dispute orders from my DSP merchant portals?
Yes. Using Reclaim does not affect your native dispute rights. You can still manually dispute via DoorDash or Grubhub portal if needed.
Where can I see which orders were disputed, their status, or net payout?
You can monitor and manage your disputes directly in the Dispute Manager page. Learn more.
What are the timeframes allowed for filing disputes on DoorDash and Grubhub?
DoorDash: 14 days from the order date.
Grubhub: 30 days from the order date.
How soon after a refund request does Reclaim dispute the order?
Orders are reviewed after a 24-hour ingestion lag. Reclaim appeals based on its prioritization logic to maximize recoverable amounts.
Will Reclaim dispute past orders on my account?
Yes, up to a limit. When first going live, Reclaim reviews the previous 30 days of order data to identify and submit any eligible open claims within the marketplace's dispute window.
Does Reclaim prioritize higher-value refund requests?
Yes. Expected recovery value is a key factor in our prioritization logic. Higher-value opportunities are prioritized ahead of very small ones, alongside eligibility rules and remaining dispute timeframes.
If a customer was already refunded before the dispute was successful, will I get a refund?
Yes. This is common with late-window disputes. The customer's refund is not clawed back from them, but if Reclaim wins the dispute, the restaurant is reimbursed directly by the delivery app through the normal credit/payout process.
How long does a DSP take to review a dispute claim?
Marketplace review times vary. Results can take up to 30 days to reflect in Reclaim. If you need the latest status of any specific order, contact our support team.
Billing and payouts
How often am I paid for successful disputes?
Reclaim payments are not paid by Deliverect. Instead, successful dispute amounts are credited directly to your account by the respective DSP (without the refund penalty that would apply if the dispute failed).
How am I billed for Reclaim?
Deliverect fees are charged monthly. You can see these on your monthly Deliverect invoice, which is also accessible in the Billing section of your Deliverect account. Learn more.
Why don’t my monthly Deliverect fees match my DSP payouts?
Deliverect invoices on a monthly cadence, while DSPs payout according to their own independent billing schedules. As a result, you might be invoiced by Deliverect on the 1st of the month for disputes that the DSP does not pay out until later in the month. You can compare the successfully disputed orders in your Reclaim Dashboard with your DSP statements to verify that the amounts match.
I was charged for a successful dispute, but the DSP still took payment from me. What should I do?
Contact our support team with proof of the DSP charge or refund. A successful Reclaim dispute functions the same as a manual dispute. If the dispute is marked successful in Reclaim, that information came directly from the DSP. If they still deduct the refund, we will raise this with their support team for correction.
Why is my recovered amount lower this week?
Recovered amounts fluctuate based on order volume, the number of eligible disputes, the value mix of those disputes, and marketplace decisions. A lighter week does not mean something is wrong. If you are concerned, contact our support team to review the period.
Alerts and user management
How can I set up and customize alerts?
Navigate to the Alerts page to configure alerts for a user. Learn more.
How do I manage users and restrict store-level access?
Navigate to the User Access page. Learn more.
Can I manage Reclaim user access from my main Deliverect user settings?
No. User access must be managed directly from the User Access page within the Reclaim dashboard.
Reporting
Which reports are available, and how can I download them?
Reclaim offers two main reports downloadable in PDF or Excel (.xlsx) formats. Learn more.
How can I download a report showing disputes by issue?
Navigate to the Operations Quality page. Select the Download button in the Inaccurate orders, error charges & avoidable wait section.