{"content":"

We understand it’s frustrating when orders are cancelled after you’ve already started preparation. This article explains our new Cancellation Protection policy, how it automates your compensation, and how your Merchant Order Ready (MOR) usage directly impacts your reimbursement.

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About Cancellation Protection

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Cancellation Protection is your automatic safety net against cancelled orders.

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If an order is not automatically approved, for example if you did not mark the order as ready, you may still submit an enquiry via the Help Centre form at the bottom of this page (ensure you are logged in to your account).

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Our Compensation Policy

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We regulate order cancellations to protect our merchant-partners and help minimise food wastage. You may be compensated for a cancelled order when:

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How MOR usage impacts your reimbursement

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Your reimbursement amount is determined by how consistently you use the “Ready” button (MOR). To unlock the highest level of protection, aim for high MOR accuracy over a rolling 7-day period:

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Tip: Start preparing or picking the items as soon as the order is received and tap “Ready” the moment it is packed and ready for collection to maintain a high MOR score. For detailed guidance on correct MOR usage, please refer to our Help Centre article on using the Ready button.

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Tracking your compensation

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You can view and track the status and outcome of cancelled orders and their compensation via the GrabMerchant App:

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When to contact us

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You should contact us using the Help Centre form on this page if:

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  1. A cancelled order you believe is eligible was not auto-approved.
  2. You haven’t received compensation in your wallet after the expected timeframe.
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Please note:

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Our team will review your request and update you on the outcome via the Help Centre.

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