Grab reminds customers: No cancellations for GrabFood orders

Grab has posted a reminder for GrabFood clients that cancellations are not allowed after they place their orders, following reports of unclaimed orders circulating on social media.

"We are saddened by the issues surrounding unclaimed GrabFood orders circulating online," it said.

"To restate, GrabFood does not allow order cancellations once orders are placed by the delivery-partner at the merchant," it added.

According to Grab, the instances highlighted on social media posts were "mostly due to customer no-shows," which it said constitute to only 0.01 percent of Grab's total transactions.

Nevertheless, Grab assured in its statement that it "has a reimbursement policy in place, which allows delivery-partners to be fully reimbursed for all unclaimed orders."

This reimbursement policy, it added, "is made known to all delivery-partners upon activation on the platform."

Grab then urged its customers to use its services responsibly, asking them to "be mindful of orders placed and the effort that our delivery-partners put in to deliver your orders."

"As Grab continues to provide everyday services to many Filipinos, it also strives to maintain a platform that works for both for its customers and also its delivery-partners," the statement read.

"For every customer no-show, the livelihood of a delivery-partner is affected - causing them to lose valuable time and daily capital," it added.

Grab also said it continues to tighten its policies to curb this abusive behavior, saying "customers who exhibit abuse of our no-show policies will soon face account penalties, including possible account suspension."

The no-cancellation rule and possible suspension for no-shows were among "GrabFood facts" shared on Grab's Facebook on Wednesday.

In a post, Grab also asked customers to follow these steps when making a GrabFood order:

1. Make sure you log in the correct drop off address.

2. Ensure that your orders are correct before placing them.

3. Keep in contact with the GrabFood rider by messaging or calling them.

— BAP, GMA News