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Ratings and reviews play a big role in helping customers decide where to order from. In fact, 65% of Grab users rely on online reviews to learn more about restaurants or stores. As a merchant, you can use this feature to build trust and connect with your customers.

 

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To make this process easier, Grab offers the Merchant Reply feature. You can use it to thank customers for their feedback or address concerns directly. This helps foster a positive relationship with your customers.

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As Grab continuously aims to promote a safe community, we’ve made sure to establish that:

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What types of reviews can be reported?
Grab understands that you may not always agree with all our eater reviews. To ensure the experience is safe and pleasant for everyone, we have established the following guidelines to help you understand where Grab will accept disputes.

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đź“ť Note: We will not remove reviews that provide opinions on the items ordered - relating food taste, preparation and packaging, portion sizes, and food prices.
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Upon receiving the report, Grab will independently assess the review and will remove if the review is found to contain any of the following:

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Where the feedback is deemed appropriate, we recommend Merchant Partners to reply to users via the Merchant Reply feature instead to address user’s feedback directly, especially when corrective actions have been taken.
 

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FAQs:

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Where can I find my ratings and reviews?\n

Here’s how you can find your ratings and reviews from customers:

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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 also filter this report by rating (e.g., view only 1 star or 5 star reviews).
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4. On the Incidents screen, you’ll find details about customer incidents attributed to your store. Use this information to understand reported issues and general feedback, helping you improve your orders, products, and services.
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What types of reviews are there for GrabFood merchants?\n

Grab customers rate and review their dine-in and delivery experiences separately as their experiences are determined differently. Dine-in experiences account for factors such as the service that was provided and the outlet’s ambience, while delivery experiences take into consideration factors like packaging and condition of the food upon delivery. 

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If your outlet is listed on GrabFood for both dine-in and delivery, you will be able to access ratings and reviews for both services by going to the Feedback tile on your GrabMerchant app. 

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Understanding reviews and ratings for dine-in \n

Currently, your outlet’s dine-in rating is determined by your outlet’s TripAdvisor rating or your outlet’s GrabFood delivery rating. We’re working towards including Grab customer dine-in ratings as well. These ratings and reviews will be reflected on the Dine-in page in time to come. 

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Dine-in Ratings & Reviews from Grab customers 

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Dine-in ratings and reviews collected from Grab customers are currently not published on the Grab app publicly. We are currently only collecting dine-in reviews from Grab customers and plan to publish them on the Grab app at a later time. Please keep a look out for any updates in the coming months!  

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How do I reply to a customer’s review?\n
  1. From your Ratings and reviews page, tap on the customer review you’d like to reply to.
  2. Select Reply from the drop-down menu.
  3. Enter your response in the text box. Please make sure that your reply adheres to Grab's review guidelines.
  4. Tap on Submit to publish your reply.
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How do I edit my reply?\n

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.
  2. Select Edit Reply from the drop-down menu.
  3. Edit your reply in the text box. Please make sure that your reply adheres to Grab's review guidelines. 
  4. Tap Done to update your reply. Please note that you can only edit your reply within 72 hours of its initial submission.
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Note: The Reply feature is only available for delivery reviews at the moment. We’re working to include Reply for dine-in customer reviews in the future.

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Can I delete my reply?\n

If you wish to delete your reply entirely, please reach out to us via How to remove or delete my reply and we’ll assist you with your request. 

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Note: The Reply feature is only available for delivery reviews at the moment. We’re working to include Reply for dine-in customer reviews in the future.

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I want to flag/report an inappropriate review\n

If you believe a review violates Grab's review content policy, you can report in accordance with Grab’s Review Content Policies. 

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If you need to report an inappropriate review, follow these steps:

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  1. Take a screenshot of the review you want to report.
  2. Go to the home page of the GrabMerchant app.
  3. Tap on 'Feedback'
  4. Choose the review you want to report and check the date and rating (e.g., number of stars).
  5. Tap on 'What does this mean?' near the top of your screen.
  6. 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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If you need further assistance, feel free to reach out to us via the GrabMerchant app or our support channels. We’re here to help!

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