Requesters are encouraged to communicate with their travellers if there is a problem with the request. Most disputes can be resolved amicably through open communication. If requesters are unable to reach a desired outcome within 7 days after the traveller has dispatched the item, they are encouraged to raise a dispute to avoid automatic payment release to the traveller, which would occur 7 days after dispatch should there be no action by the requester.
Requesters will be able to raise a dispute during the Pending Delivery and Pending Acknowledgement status via the request screen.
Simply fill in the reason and details of your dispute, so that the traveller and Airfrov will be able to better assist.
If there is no update or conclusion with the traveller within 48 hours after the dispute is raised, requesters may reach out to Airfrov to proceed with full refund.
Please ensure that all communication is carried out on the Airfrov platform. Airfrov does not have oversight over communication outside our platform, and will therefore not intervene in such cases.
Airfrov will not be able to assist should there be any disputes raised after the payment is released to the traveller. For items that are not acknowledged within 7 days of the traveller’s delivery, Airfrov will release payment on the requester’s behalf. After this 7-day window, Airfrov will be unable to assist should any dispute arise.