{"content":"
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Ratings and reviews significantly influence customer decision-making, with 65% of Grab customers relying on online reviews\n\t\tto learn about restaurants or stores.

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The Merchant Reply feature allows you to respond to reviews directly in-app, helping to thank users or address feedback,\n\t\tand foster stronger customer relationships. 

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Grab ensures a safe and trustworthy community by verifying reviews and encouraging adherence to\n\t\tGrab's Review Guidelines.

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\n\t\tHow to access and view your feedback\n\t\t
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  1. On your GrabMerchant app home screen, tap the Feedback icon.
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  2. In the Customer rating card, you can view the average rating for all the feedback your store has received.
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  3. On the Customer reviews screen, you can view all the reviews written by your customers. You can filter this report\n\t\t\t\tby rating.
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  4. On the Incidents screen, you’ll find details about customer incidents attributed to your store. Use this information\n\t\t\t\tto understand reported issues and general feedback, helping you improve your orders, products, and services.
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To access the Incidents feature, ensure your GrabMerchant app is up to date. Please note that this feature is currently\n\t\t\tunavailable on the GrabMerchant Portal.

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What are non-compliant reviews that will be removed?

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đź“ťNote: We will not remove reviews that provide opinions on the items ordered - relating to food taste, preparation, and portions.
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Grab understands that you may not always agree with eater reviews.

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To ensure a safe and pleasant experience for everyone, we have established the following guidelines to help identify reviews\n\t\tthat will be removed:

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Where the feedback is deemed appropriate, we recommend Merchant Partners reply to users via the Merchant Reply feature,\n\t\tespecially when corrective actions have been taken.

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Frequently Asked Questions

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\n\t\tWhere can I find my ratings and reviews?\n\t\t
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  1. Open the GrabMerchant app and go to Homepage > More > Feedback.
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  2. Select Ratings and Reviews to view customer feedback for Delivery and Dine Out (if applicable).
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\n\t\tWhat types of reviews are there for GrabFood merchants?\n\t\t

Grab customers rate and review their Dine Out and delivery experiences separately as their experiences are determined differently.

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Dine Out experiences account for factors such as the service that was provided and the outlet’s ambience, while delivery\n\t\t\texperiences take into consideration factors like packaging and condition of the food upon delivery.

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\n\t\tHow do I reply to a customer’s review?\n\t\t
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  1. From your Ratings and reviews page, tap on the customer review you’d like to reply to.
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  2. Select Reply.
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  3. Enter your response in the text box. Please make sure that your reply adheres to\n\t\t\t\tGrab's review guidelines.
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  4. Tap on Submit to publish your reply.
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\n\t\tHow do I edit my reply?\n\t\t

To edit your reply to a customer:

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  1. From your Ratings and reviews page, tap on the reply you’d like to edit.
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  2. Select Edit Reply.
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  3. Edit your reply in the text box. Please make sure that your reply adheres to\n\t\t\t\tGrab's review guidelines.
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  4. Tap Done to update your reply. You can only edit your reply within 72 hours of its initial submission.
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\n\t\tHow is my store rating calculated?\n\t\t

Your store rating is the average of all customer ratings from the past 12 months.

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