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Customer ratings and reviews play a big role in shaping decisions. In fact, 65% of Grab customers rely on online reviews to learn more about your restaurant or store. That’s why it’s important to manage your reviews effectively and build strong relationships with your customers.

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With the Merchant Reply feature, you can respond to reviews directly in the GrabMerchant app. Use this tool to thank customers for their feedback or address any concerns they’ve raised.

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It’s a great way to connect with your customers and show them you care.

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What are non-compliant reviews I can report?\n

We understand that not all reviews may feel fair. However, Grab has clear guidelines to ensure reviews are safe and appropriate. You can report reviews that include:

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  • Hateful, offensive, or sexual content – derogatory, discriminatory, or inappropriate language.
  • Spam or irrelevant information – unrelated topics or advertisements.
  • False information – reviews about items not ordered or incorrect pricing details.
  • Personal information – mentions of private details like names, addresses, or phone numbers.
  • Meant for driver or Grab – feedback about delivery or app services instead of your food or service.
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For valid feedback, we recommend using the Merchant Reply feature to address concerns directly.

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Where can I find my ratings and reviews?\n

To view your ratings and reviews:

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1. Open the GrabMerchant app and go to the Feedback tile.

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2. Select Ratings and reviews to see customer feedback.

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What types of reviews are there for GrabFood merchants?\n

Grab customers can leave reviews for both dine-in and delivery experiences. Dine-in reviews focus on service and ambience, while delivery reviews consider packaging and food condition. Customers can also leave general feedback not tied to a specific transaction.

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If your outlet offers both dine-in and delivery, you can access all types of feedback 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.

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2. Tap Reply and enter your response in the text box.

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3. Ensure your reply follows Grab's review guidelines.

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4. Tap Submit to publish your reply.

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Note: The Reply feature is currently available for delivery reviews only. We’re working to include this feature for dine-in reviews soon.

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How do I edit my 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.

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2. Tap Edit Reply and update your response in the text box.

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3. Ensure your reply follows Grab's review guidelines.

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5. Tap Done to save your changes. You can only edit replies within 72 hours of submission.

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Note: The Reply feature is currently available for delivery reviews only. We’re working to include this feature for dine-in reviews soon.

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Can I delete my reply?\n

If you need to delete your reply, please contact us via How to remove or delete my reply, and we’ll assist you.

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Note: The Reply feature is currently available for delivery reviews only. We’re working to include this feature for dine-in reviews soon.

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I want to flag/report an inappropriate review\n

To report a review:

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1. Go to the Feedback tile in the GrabMerchant app.

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2. Tap What does this mean near the top of the screen.

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3. Follow the on-screen instructions to submit your report.

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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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Managing your reviews effectively can help you build trust and improve your customer relationships. If you need further assistance, feel free to reach out to us!

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