Komsan Chiyadis
GrabFood delivery-partner, Thailand
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How we’re making short-term loans more accessible for Grab merchant-partners
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July 18, 2025
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Regional
Through Grab’s financial services arm, GrabFinance, eligible merchants in Southeast Asia can access cash advance loans designed to help grow their businesses.
In a region where micro, small, and medium enterprises (MSMEs) often struggle to access traditional credit due to lack of formal records and the small loan sizes they require, Grab bridges the gap by offering its merchants short-term loans—repaid automatically from their earnings on our platform.
Today, our active borrower base has continued to show a strong retention rate of 45 per cent—meaning nearly half of our borrowers return for a second loan within 12 months.
(Read more: From loans to literacy: Addressing Southeast Asia’s financing gap)
GrabFinance loans are highly versatile—whether it’s opening a new restaurant branch, investing in kitchen equipment, or upgrading a storefront, they offer the flexibility merchants need to reach the next stage of growth.
Previously, merchants were informed about loan opportunities via notifications in the Grab Merchant app, as well as through SMS and email.
Now, we’ve added a more intuitive way for merchants to inquire about loans: Grab’s AI Merchant Assistant. This AI-powered chatbot already supports merchants with insights, daily tips, and personalized recommendations. It also serves as a direct channel for learning about GrabFinance loan options.
The AI Merchant Assistant can even pro-actively suggest financing options to eligible merchants, prompting them to explore customised solutions tailored to their business needs.
Making information about loans more accessible
We tested lending recommendations via the chatbot in Thailand, the Philippines, and Indonesia and observed a notable increase in loan disbursement across all three countries —compared to merchants who didn’t interact with the Assistant.
This tells us that merchants who use the AI Assistant have become more informed of their loan eligibility and therefore more likely to take up loans. We also found that lending recommendations are among the top three most-read messages on the Assistant, underscoring how relevant and timely this information is for merchants.
We’re now refining the Assistant to deliver even more personalized and context-specific lending suggestions.
Other innovations
We’ve also made it easier for merchant-partners to access and repay their loans. Last year, we introduced multi-store deduction, allowing us to improve our offering considering earnings across multiple stores. This feature ensures flexibility and convenience for merchant-partners by allowing repayments to be deducted from multiple stores, even if one store is temporarily closed, helping them maintain seamless financial operations without disruptions
How merchants are using loans
Across the region, GrabFood merchants are using GrabFinance loans to weather tough times, upgrade their operations, and expand.
Take Rita and Bang Uyun from Jakarta. Over just five months, the couple took out three consecutive loans—starting with IDR 3 million (SGD 236), then 5 million (SGD 395), and finally 10 million (SGD 790). With the funding, they expanded their menu, purchased ingredients and kitchen appliances, opened two new branches, and hired staff. Their stores’ income grew by 50 per cent as a result.
In Bangkok, Krua Khun Koei, a Southern Thai eatery, used a GrabFinance loan of THB 400,000 (SGD 15,800) to improve its kitchen and storefront—including a new fridge, kitchen equipment, and signage—enhancing both visibility and operational efficiency.
Meanwhile, in the Philippines, Aling Tonang’s Palabok relied on a loan to stay afloat during the Covid-19 crisis, keeping the beloved noodle stall alive during a period of deep uncertainty.
Stories like these inspire us to keep building financial tools that are accessible and impactful for merchants. By making it easy for them to make informed decisions, paired with our data-driven approach to lending, we hope to play our part in narrowing Southeast Asia’s financing gap.
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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.
