Orders and payments
How do I ask about a problem with an order?
Open the order in your account and ask for a review. That sends us the order details already filled in. If you have already used what you bought, we will point you to the venue first, because the money has gone to them by then.
Starting from the order itself is faster than starting from a blank contact form.
What the review request does
It sends us the order already identified, so nobody has to work out which purchase you mean.
Why redeemed orders route to the venue
Redemption settles the money to the business. Fidella provides the technology and acts as the settlement vehicle; once funds have gone, we do not re-credit them or fund a remedy on the venue’s behalf. The venue also supplied whatever you actually received, so they are the right first stop.
Your consumer rights are unaffected
A business must not refuse or reduce a remedy it owes you on the basis that you used a voucher or received one as a gift.
Common questions
Why does it send me to the venue?
Once value is redeemed, the money has settled to the business. Fidella does not claw that back, and the venue is also the party who supplied whatever you received.
What about a gifted or transferred item?
Value that was gifted, transferred or received is outside the normal review path and is handled as an exception rather than automatically.
Related terms
Still stuck?
Send us the details and we will pick it up. The form opens with "Orders and payments" already selected.