How we look after every order

Two-person approval for money moved by hand

A large refund, reimbursement or balance adjustment made by hand is never decided by one person: one team member requests it and another one at Divoox approves it.

How it works

Almost all money on Divoox moves on its own: the order charge, the restaurant payout, the driver’s earnings. Sometimes money has to be moved by hand: refunding a customer for an order that went wrong, refunding a top-up, correcting a Flex business balance or funding a sales point.

When that movement is above a limit, it doesn’t happen right away. It waits in the team’s «Approvals» inbox, with the amount, the reason and the name of whoever requested it.

Another team member with finance permissions reviews it and approves it with their password, or rejects it with a reason. Nobody can approve their own request. That’s how banks work, and it’s how we prevent mistakes and abuse with your money.

While it waits, nothing moves: your balance and your accounts stay exactly the same. Every step is recorded: who requested it, who approved it and when.

Steps

1. You ask support for the refund or adjustment and explain why.
2. If the amount is large, a second team member reviews it.
3. Once approved, the money moves and we let you know; if it’s rejected, we explain why.