Komsan Chiyadis
GrabFood delivery-partner, Thailand
Consumer
Shop Safely Online with Buyer Protection
Online purchases gone wrong?
We’ve got you covered with Buyer Protection, a free money-back guarantee on online purchases from Grab. That means you get a full refund on eligible purchases if your order is significantly not as described or if it doesn’t arrive.
Why Buyer Protection
1
Shop confidently online
Pay the way you want with GrabPay or PayLater by Grab and have peace of mind when making eligible transactions online. If something goes wrong with a purchase, you get a full refund.
2
Over 150 merchants covered
Buyer Protection coverage extends to over 150 merchants* across a range of categories including beauty, fashion, homeware and more.
*See the full list of participating merchants in the PDF document under our Terms and Conditions section here.
3
Get rewarded for shopping online
Earn up to 2% back in GrabReward points for every dollar spent with your GrabPay Wallet. Use your GrabRewards points for free rides, food, or to offset your payments at GrabPay merchants.
How do I make a claim?
Step 1: Try resolving the issue directly with the Merchant
The first step is to reach out to the merchant to get the refund from them directly. Keep all records of your purchase (e.g receipts) and interaction with the merchant (e.g correspondences).
Step 2: Get in touch with Grab
If you are unable to resolve the matter after contacting the merchant, fret not, as we are here to help. Contact Grab by completing the form here. You’ll have to login in order to access the form.
Please note that you must contact Grab within 14 days from the last correspondence with the Merchant. We will require proof that the merchant has refused to provide a refund, along with all relevant documentation (e.g receipts, merchant correspondence, and other information) for us to investigate your case.
Step 3: Ship the item back & hear from us in 5 business days
In some cases, specifically after you’ve filed a “Significantly Not as Described” claim, we require you to ship the item back to the Merchant, Grab, or third party, and you will be required to cover the shipping costs.
Our team will get back to you within 5 days to let you know if your claim has been successful or not or if we need any further information. If your claim is successful, Grab will reimburse you for the full purchase of the item and original shipping costs.
FAQs
Got questions? We’ve got answers.
For more questions, please visit our Help Centre.
- How is your wallet safeguarded?
Your money is protected in a dedicated customer account with United Overseas Bank (UOB) to protect your funds from being compromised.
Moreover, we have the highest standards of data security, in terms of data encryption and data privacy. We also shield your device with PIN & biometrics.
In the event that you’ve misplaced your card, you can instantly lock and unlock your card with a tap on the app.
Learn more about these security features and how to keep your wallet safe here.
- How does Buyer Protection work?
You may claim for a refund under Grab Buyer Protection for your purchase from an online merchant using GrabPay Wallet or PayLater by Grab if the item you bought is not received, not as described, or damaged.
- Who is covered with Buyer Protection?
All fully verified wallet users are eligible for Grab Buyer Protection and will be automatically enrolled on the policy. This means that you are eligible to file a claim with us for a refund if you are unable to resolve the claim directly with the merchant.
If you are not a fully verified wallet user but would like to become one, simply complete the user identification process in the Grab app or read more here.
- What merchants are eligible for Buyer Protection?
Buyer Protection coverage extends to over 150 merchants* across a range of categories including beauty, fashion, homeware and more.
*See the full list of participating merchants in the PDF document under our Terms and Conditions section here. - How much does it cost?
Buyer Protection is free for all fully verified Grab Wallet Users. Find out more about becoming a fully verified Grab Wallet user here.
- What are the T&Cs?
For more information please refer to the document under the TERMS & CONDITIONS of Buyer Protection here.
About
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Komsan Chiyadis
GrabFood delivery-partner, Thailand
COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.
As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.
Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.
