My Padi Guide · Module 6 of 7
When something goes wrong, and how trust is kept
Most orders finish without a hitch. For the ones that don’t, My Padi has two channels: disputes for contested orders where money is on the line, and support tickets for everything else. Reviews close the loop by keeping quality visible.
Disputes: contesting an order#
A dispute is for a paid order that didn’t go as agreed: incomplete work, wrong or missing items, a delivery that never arrived as described. Raise it from the order’s details screen.
- Raise the disputedisputed
Pick a reason, describe what happened, and attach photos if you have them. The order freezes and any escrowed money stays locked, so nobody gets paid while the dispute is open.
On service orders the client or provider can raise a dispute. On food orders the client, the rider, or the restaurant can.
- Reviewunder review
The My Padi team examines the order’s full timeline: chat, proposals, payments, timers, GPS, proof photos. Both sides may be contacted.
- Evidence requests
The team may send you an evidence request: a specific ask (photo, document, screenshot, or receipt) with a deadline, delivered as a notification with its own upload screen. Respond before the deadline; missing evidence weighs against your side.
- Resolution
The dispute closes with one of four outcomes, and the frozen money moves accordingly, with a record in both parties’ transaction histories:
- client favor: refund to the client’s wallet.
- provider favor: payout released to the provider.
- split: divided between the two as ruled.
- dismissed: no case; the order resumes its normal course.
Support tickets#
For anything that isn’t a money dispute (account issues, verification questions, app problems, reporting behavior), use Support from your profile or the help icon.
- Pick a topic. The help center walks you from topic to sub-topic; every report you file becomes its own ticket about that specific thing.
- Chat with the team. Each ticket opens a live chat with support staff. You’ll see when they’ve read your messages and get notified on replies.
- Escalation. If first-line support can’t resolve it, the ticket is escalated to senior staff, and you keep the same chat thread.
- Rate the experience. When a ticket is resolved you’re asked to rate how it was handled. This directly measures the support team.
Money on the line for a specific order → dispute from that order’s screen. Everything else → support ticket. If you pick wrong, support can still see your orders and will route you.
Reviews and ratings#
- Services: client and provider rate each other after completion. Ratings show on profiles and power search and discovery.
- Food orders: you can rate the restaurant as soon as your food is picked up (their part is done), and on delivered or cancelled orders too. The rider gets a separate rating after delivery.
- Ratings have teeth. When several riders apply for the same delivery, the best-rated applicant wins. Provider ratings drive how often they’re seen and hired. Support ratings grade the support team itself.
Reviews can be updated later from the same order screen if your opinion changes.
Account safety#
- Wallet PIN: required for withdrawals; set it before you need it.
- Verified badges: every earning role passed a live ID check (Module 1).
- Proof of delivery: handovers are confirmed by both sides (the handler’s proof photo plus the client’s in-app confirmation), never one.
- Account deletion: available in Profile; your data is removed on schedule after deletion.