At-home projects use a delivery voucher instead of an on-site Merchant. If something goes wrong with the voucher or delivery, use the Report a Problem flow.
Which issue type to select
The report form asks you to choose between two options:
Situation | Select |
Voucher issue, delivery problem, restaurant unavailable — anything on the Merchant's side | Merchant has an issue |
You can no longer complete the project — personal conflict, wrong location, scheduling issue | I have an issue |
⚠️ Selecting the wrong option can affect how your case is handled. Use "Merchant has an issue" only when the problem is outside your control.
How to report a voucher or delivery problem
On the Project page, tap Report a Problem.
Select Merchant has an issue.
Under "What is happening?", choose Other.
In the description field, explain the issue clearly — for example: "voucher issue: invalid voucher" or "delivery was not completed".
Under "How do you want to move forward?", select your next step:
Situation | Next step |
Invalid, claimed, or expired voucher | Cancel Session - get unassigned from the Project |
Restaurant unavailable or delivery didn't take place | Reschedule - find another time slot immediately, as at-home Projects expire quickly |
Voucher doesn't cover the full order amount | Contact Ocus Support via the chat bubble before proceeding |
Any other issue | Contact Ocus Support via the chat bubble |
6. Tap Confirm.
⚠️ If you need to reschedule: do it immediately after reporting. At-home Projects have short availability windows and can expire before you find a new slot.
For the full at-home session guidelines, see the at-home guidelines
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