{"content":"

 

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Ratings and reviews help you connect with customers and understand their dining and ordering experiences. You can view feedback and respond directly to customers using the Merchant Reply feature in the GrabMerchant app.

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Online reviews are essential, as 65% of users rely on them to choose restaurants. To maintain a safe and trustworthy platform, only verified users can leave reviews, and all content must follow the Review Guidelines.

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Non-compliant reviews

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We only remove reviews that violate our guidelines. You can report reviews that contain:

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Important Note

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Reviews about food taste, preparation, or portions will not be removed.

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Frequently Asked Questions

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How is my store rating calculated?\n

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

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Where can I find my ratings and reviews?\n

To access your ratings and reviews:

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  1. Open the GrabMerchant app and go to the Feedback tile.
  2. Select Ratings and reviews to view customer feedback.
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What types of GrabFood reviews are there?\n

Customers rate dine-in and delivery experiences separately:

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  • Dine-in reviews are based on service, ambiance, and overall experience.
  • Delivery reviews focus on packaging and food condition upon arrival.
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If your outlet offers both services, you can access ratings for both via the Feedback tile in the GrabMerchant app.

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How do I reply to a customer's review?\n

To reply to a review:

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  1. Go to the Ratings and reviews page and select the review you want to reply to.
  2. Tap Reply and enter your response in the text box.
  3. Ensure your reply follows the Review Guidelines.
  4. Tap Submit to publish your reply.
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Important Note

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The reply feature is currently available for delivery reviews only. Dine-in review replies will be added soon.

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How do I edit my review reply?\n

To edit your reply:

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  1. Go to the Ratings and reviews page and select the reply you want to edit.
  2. Tap Edit Reply and update your response in the text box.
  3. Ensure your reply follows the Review Guidelines.
  4. Tap Done to save changes.
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Important Note

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Replies can only be edited within 72 hours of submission.

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How do I report an inappropriate review?\n

To report a review:

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  1. Go to the Feedback tile in your GrabMerchant app.
  2. Tap What does this mean at the top of the screen.
  3. Follow the on-screen instructions to submit your report.
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If you need further assistance, please contact us.

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