Simplified Reimbursement Process

Simplified Reimbursement Process
For cancelled orders

Beginning September 17, 2024, we are going to gradually roll out improvements on how merchant-partners submit their reimbursement requests for canceled orders to enhance their experience on our platform.

If the canceled order falls within the criteria specified in Grab’s reimbursement policy, merchant-partners will be asked to follow a simplified reimbursement process within the GrabMerchant app which eliminates the need to input required information manually.

For more details, see the instructions below:

1. When an order is cancelled, you’ll see the notification below.

This means that you should stop preparing.

To request for reimbursement, click the View Order button
2. Submit a request by uploading a photo of the prepared order (click the Upload photo button) within 48 hours from the time of transaction. Before uploading, please make sure to comply with the photo guidelines to avoid any approval issues ​

3. Once uploaded, click the Submit compensation request button

4. Once your compensation request is approved, it will be reflected directly in your financial reports in the GrabMerchant app and portal

FAQs

 

How many photos can I upload for a reimbursement request?

Merchant-partners can upload up to 5 photos per reimbursement request

 

How long does it take to get the uploaded photos approved?

You may expect to receive a resolution within 1 hour. Once approved, merchant-partners can check the status in the ‘History’ tab by clicking on the order number

 

When will I be paid for my reimbursement requests?

Approved reimbursements are usually credited to accounts within 3-5 working days, subject to the turnaround time of your respective bank.