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Customer-initiated chat allows customers to message your restaurant directly about a recent GrabFood or GrabMart order after it is completed. This feature helps you quickly resolve issues, clarify misunderstandings, and protect your shop's rating. By using this chat, you can address concerns like missing or wrong items, which can help reduce disputes, refund requests, and negative reviews.

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Customers can start a chat with you for up to 3 hours after their order is completed. After this time, the chat option will no longer be available to them, and they will be guided to the Help Centre.

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📝Note: This feature is available for GrabFood and GrabMart orders. It is not yet available for Mix & Match orders.

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How to see customer messages

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When a customer sends a message about an order, you will receive a notification on your Orders page. 

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You can also find new and ongoing chats in the Inbox page under Chats within your GrabMerchant app.

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How to manage customer chats

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This feature helps you resolve genuine order issues directly. We encourage you to respond when you can, as this improves customer satisfaction. Your main priorities remain preparing orders accurately and handing them over on time.

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Follow these steps when a customer messages you:

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  1. Check order details: Open the order in your Orders module. Confirm what was prepared and handed over. Compare the customer's message with the items, options, and notes.
  2. Decide if you can resolve it: Use chat for issues you can reasonably fix, such as simple clarifications, minor mistakes (like a missing side dish), or if you can offer a redelivery or replacement at your own cost.
  3. Use clear, short messages: Keep replies polite and focused.
    • For clarifications: \"Hi, this is [Shop Name]. We prepared and delivered your order for [Item]. You selected the vegetarian option, which is why there is no meat.\"
    • For missing / wrong items you can fix: \"Hi, this is [Shop Name]. We're sorry about the missing / wrong item. We can [redeliver / replace] it for you. Please confirm if you're okay with this.\"
  4. Redirect to Grab Support: Direct the customer to Grab Support / Help Centre if:
    • The issue is about payment, vouchers, promotions, or app technical problems.
    • The customer asks for compensation or changes you cannot agree with.
    • You cannot resolve the problem directly. Explain this and ask the customer to submit an incident report via the Grab Help Centre.
  5. Keep conversations respectful: Avoid discussing topics outside the current order. If the conversation becomes abusive or unproductive, stay calm and guide the customer to use the official Help Centre.
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Direct chat resolution\n

📝Note: This feature is currently available to only select merchants.

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You can chat directly with customers to resolve missing or incorrect items on the spot. This feature helps you quickly fix order issues by offering a redelivery or a refund directly through your app.

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  • Role permissions: Only users with the Owner or Store Manager role can issue refunds or arrange redeliveries. Cashiers do not have permission to execute these actions.
  • Time limits: You must take action within three hours of the order's delivery timestamp. After three hours, the resolution options are hidden or disabled.
  • Response time: If you don't reply within 30 minutes of a customer's first message, the system notifies them to immediately escalate the case to support.
  • Payment eligibility: Refunds are only available for cashless orders and route back to the original payment method. Cash orders are not yet supported for merchant refunds.
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Customer chat navigation

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Follow these steps to communicate with your customer and select a resolution:

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  1. View the chat: Open your Merchant App and navigate to the Chat section when a customer reaches out. You'll be able to see exactly which items the customer reported as missing or incorrect.
  2. Select a resolution: Once you assess the issue, you can choose to either redeliver the missing item or issue a refund directly from the order detail page.
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Redelivery process

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Redeliveries are recommended when a larger or critical component of the meal is missing.

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  1. Open the completed order details and select Redelivery.
    📝Note: Redeliveries are broadcast as new jobs to nearby GrabExpress drivers.
  2. Select the items and modifiers that need to be redelivered. If the system searches for a driver for 10 minutes without success, the redelivery job is automatically cancelled.
  3. Verify your store's phone number so the driver can contact you.
  4. Confirm and submit the redelivery request.
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📝Note: The delivery fee is charged directly to you via a deduction upon successfully delivery at the customer’s address. You can view this in your Finance tab logged under Merchant initiated GrabExpress redelivery fee. The redelivery is created at a $0.00 cost to the customer.

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Refund process

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Refunds are a quick fix for when a small portion or item is missing and the customer is happy to be reimbursed.

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  1. Open the completed order details and select Refund.
  2. Select the specific items and enter the refund amount.
    📝Note: Every item has a maximum refund limit calculated by the system based on the paid price of the item. You can't over-refund a customer; the manual input amount is strictly capped at the total order price paid.
  3. Review the refund details and receiving account.
  4. Tap Confirm Refund to complete the process.
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📝Note: Upon confirmation, the refund amount is immediately deducted from your earnings via a new deduction. You can view this in your Finance tab logged under Merchant initiated refund.

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Frequently Asked Questions

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Is there a penalty if I do not respond to a customer’s chat? There is no direct penalty from Grab. However, we recommend replying whenever possible to avoid escalations and maintain good customer relationships.
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Why can only one staff account reply to the chat? Currently, only the latest logged-in user account for a store can view and respond. Other accounts may see an error. Improvements are planned so all logged-in staff can view and respond in future updates.
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What if the conversation becomes abusive? If either party becomes abusive, Grab Support may intervene if the issue is reported via the Help Centre. Harassment is handled under existing policies. Keep communication professional and respectful. Direct customers to formal support channels if you cannot continue constructively.
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