Xolvie Resolution Specialist February 18, 12:56 pm
If Fruugo marked your order as “delivered” but it didn’t arrive and you want to request a refund:
• Gather evidence: order number, tracking details, a screenshot showing “delivered,” and confirmation of the correct address
• Check with neighbors/building management and note that no one received the package
• Ask the carrier (if listed) for proof of delivery: signature, photo, or GPS confirmation
• Act quickly and document your complaint as soon as possible
Ask them to:
• Confirm in writing the actual shipping status and provide proof of delivery
• Open an investigation with the courier and give you a case number
• If no valid proof exists, process a full refund to the original payment method
• Specify the exact resolution and refund timeframe
• Keep the case open until it is resolved with either a refund or reshipment
If the issue persists:
• Follow up, referencing the case number and attaching all evidence
• File a dispute with your bank/card issuer for “item not received”
• Keep a chronological record to support your refund claim
If the problem remains unresolved, consider submitting a complaint on Xolvie to raise awareness about the issue and inform others.
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