Report a missing, incorrect, damaged, or unsafe item from the affected order in Karma. Attaching the order and clear photos helps Karma and the location investigate the right purchase.
If the food may be unsafe
Do not eat food that appears spoiled, contaminated, incorrectly labelled, or unsafe for you. Keep the packaging and item while you report it when it is safe to do so.
If you have a medical emergency or a severe allergic reaction, contact local emergency services. Karma support cannot provide medical advice.
Start a conversation about the order
- Open Activity in Karma.
- Select the affected order.
- Note the item, order number, and pickup time.
- Open your profile and select Help & Support.
- Select New conversation, then choose Order.
- Attach the affected order when Karma asks which order the conversation is about.
- Choose Wrong or missing items or Food quality.
- Describe what was wrong and when you noticed it.
- Attach a clear photo when the problem can be shown safely.
The new conversation appears under Your conversations. Keep replies in that thread so the order, evidence, and outcome stay together.
What to include
Include:
- the affected item;
- whether it was missing, incorrect, damaged, spoiled, contaminated, or different from its description;
- when you collected and opened it;
- any label or allergen information involved;
- a photo of the food and packaging when relevant.
Do not include unrelated personal information or payment-card details.
Refund requests
Submitting a report does not automatically cancel the order or guarantee a refund. Karma or the location may need to review the order and evidence first.
For an order you can no longer collect, follow Cancel an order or request a refund.