Open the trip where you lost the item
Go to your DiDi trip history and find the ride where you think you left the item.
Use the help options for that trip to report the lost item and follow DiDi’s instructions for contacting the driver.
The driver is connected to your ride through DiDi, so start with the trip rather than trying to find the driver outside the platform.
Tell the driver exactly what you lost
Give enough detail for the driver to identify the item.
Include things such as:
- what the item is
- color
- brand, if useful
- where you were sitting
- where in the car you may have left it
- anything distinctive about it
For example:
I left a black backpack on the back seat.
If you have a photo of the item, keep it ready in case it helps identify it.
First find out whether the item has actually been found
There are two different problems:
Has the item been found?
and:
How do I get it back?
Solve the first one first.
The driver may need time to stop safely and check the car. If you do not get an immediate answer, continue through DiDi’s lost-item or customer-service process.
Do not make return arrangements until someone has confirmed that they actually have the item.
If the item has been found, work out the easiest return
If you are still nearby, you may be able to agree on a place and time to get the item back.
If you are no longer nearby, think about the simplest practical handoff.
Depending on the situation, that might involve:
- your hotel reception
- a friend or someone you trust
- another agreed meeting point
- a suitable delivery or courier option
Before arranging anything, make sure the person receiving the item knows about the plan.
If a driver, courier, hotel or other provider requires payment, you pay them directly.
If you have already left the city
Don’t assume you need to return to the city yourself.
First confirm:
Who has the item now?
Then work out:
Who can receive it for you?
For example, your previous hotel may be willing to receive or hold an item, or another person you trust may be able to receive it.
If delivery is practical, confirm the receiving details before anything is sent.
The important thing is to create a clear handoff:
person holding the item → agreed return method → person receiving the item
What if the lost item is your phone?
If the phone you used to book the DiDi is the item you lost, you may not be able to use the normal in-app process.
Use another device or ask your hotel or someone you trust to help you access DiDi’s support options.
DiDi also publishes customer-service contact channels for riders.
Be ready to provide information that can help identify the trip, such as your ride details, approximate time, pickup and destination.
DiDi may require information or confirmation from the account holder. Do not give another person your password, PIN or verification codes.