# 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.

Source: https://fidella.app/help/customers/how-do-i-ask-about-an-order
Last reviewed: 2026-08-30

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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.