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GrabFood reiterates it does not allow order cancellations


By Alexandria San Juan

Grab Philippines’ app-based food-delivery service, GrabFood, reiterated that it does not allow order cancellations once orders are placed, after a petition to remove the cancel button in the app surfaced in various social media platforms.



“To restate, GrabFood does not allow order cancellations once orders are placed by the delivery-partner at the merchant,” GrabFood said in a statement on Wednesday.

When an order is placed in the GrabFood app, the delivery service’s “cancel” function will not work but will give you an option to call Grab’s main office.

According to GrabFood, posts of unclaimed orders going viral in social media are mostly due to customer “no-shows,” or those customers who do not show up when the rider delivered their orders.

GrabFood explained that customer no-shows constitute only up to 0.01 percent of their total transactions.

With this, Grab has reminded its delivery-partners on their reimbursement policy which allows them to be fully reimbursed for all unclaimed orders.

“This reimbursement policy is made known to all delivery-partners upon activation on the platform,” GrabFood explained.

Meanwhile, the food-delivery service app assured its partners as well as the public that it continues to tighten its policies to curb abusive behaviors.

GrabFood also called out customers who will not claim their orders that livelihood of the delivery-partner is affected — causing them to lose valuable time and daily capital.

Customer no-shows were also warned that they may soon face penalties including possible suspension of their account.

“Grab enjoins everyone to use its services responsibly – be mindful of orders placed and the effort that our delivery-partners put in to deliver your orders,” it added.

An online petition called “Remove Cancel option in Grabfood Philippines” posted through continues to circulate on Facebook and Twitter and has gathered 27,122 signatures as of writing.

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