If a customer has an issue with an order after it has been closed, there are different steps to take in order to resolve. How to refund a customer will depend on the platform the customer has used to place the order, please see below for the relevant ordering platform.
Mobile Ordering
If an order has been closed closed the payment has been taken and Grab will need to process the refund.
1) Direct the customer to settings section in the App
2) Select HELP
3) Select OPEN HELP TICKET
4) The customer should enter their email address, subject and a description of the issue, there is also the option to attach a photo. Please ask the the customer to provide as much information as possible.
Order at Table (OAT)
If a customer requests a refund having ordered via the OAT platform, this should be processed in the POS based on the stores refund policy. The customer can provide their e-receipt as proof of purchase.
Kiosk
If a customer requests a refund having ordered via a kiosk, this should be processed in the POS based on the stores refund policy. The reference number from the customers receipt can be used to process the refund.