“Most of the order arrived, so you are not entitled to a refund”

Why this answer

What actually matters

• At minimum, identify the exact missing/wrong item and its price.
• A whole-order refund is not automatic where only a minor, separable item is missing.
• The position can be stronger where the missing or wrong element defeats the purpose of the meal or the order cannot sensibly be treated as separate parts.

Evidence

What to have beside you

• Order confirmation, item list, customisations and the restaurant/product description
• Delivery tracking, timestamps and any delivery photograph or contact attempts
• Clear photographs of the food, packaging, seals and all items received
• Screenshots of the refund request, refusal, account credit offer and support conversation
• Allergen information shown before ordering and any relevant packaging or labels

If they still refuse

Move the dispute forward.

1. Report the problem promptly through the platform and/or restaurant and keep the evidence.
2. Identify who supplied the food and, where relevant, who supplied the delivery service; those can be different contracts.
3. If a statutory refund or price reduction is due, challenge an app-level refusal on that basis rather than treating the platform policy as the law.
4. For genuine food-safety or allergen concerns, consider the local authority food-safety route as well as seeking consumer redress.
5. Where a trader still refuses a valid monetary claim, consider a card dispute/chargeback or proportionate court action where appropriate.

Read the full rules

Go deeper before escalating.