{"id":190404,"date":"2023-07-07T13:00:38","date_gmt":"2023-07-07T05:00:38","guid":{"rendered":"https:\/\/www.grab.com\/sg\/?post_type=editorial&p=190404"},"modified":"2025-12-01T14:28:58","modified_gmt":"2025-12-01T06:28:58","slug":"the-grab-app-will-now-show-when-each-users-delivery-fee-is-set","status":"publish","type":"editorial","link":"https:\/\/www.grab.com\/sg\/inside-grab\/stories\/the-grab-app-will-now-show-when-each-users-delivery-fee-is-set\/","title":{"rendered":"The Grab app will now show when each user\u2019s delivery fee is set"},"content":{"rendered":"\t\t
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Users ordering food on the latest version of the Grab app will start seeing a timestamp indicating when their delivery fee was set.<\/p>

How does Grab calculate delivery fees?<\/h5>

Each person\u2019s delivery fee is dynamic, determined by Grab\u2019s live marketplace<\/a> that is constantly influenced by the real world. The price it settles on is balanced against real-time demand, supply of driver-partners in the vicinity, and other elements that change live like weather conditions and traffic on the roads.<\/p>

(Read more:<\/strong> Grab’s dynamic pricing explained<\/a>)<\/p>

Our platform calculates all these factors and arrives at a delivery fee that is aimed at ensuring reliability for the marketplace. With these constantly changing factors, the delivery fee can change by the second.<\/p>

In user testing, we found that the delivery fee is a big contributor to the eater\u2019s decision on which restaurant to pick. If the fee were to fluctuate as people browsed, it would make the GrabFood<\/a> experience jarring and stressful.<\/p>

How did Grab make delivery fees more transparent?<\/h5>

So once users tap on the Food tile to begin browsing restaurants and menus, the app will set and hold the delivery fee for a period of time. This is called caching.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The \u201cFood\u201d tile bring users into the GrabFood browsing area within the Grab app.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Once they\u2019ve selected their dishes and come to the checkout page, the app now shows upfront the exact time when the delivery fee was calculated.<\/p>

While the app holds the fee for a period of time that most users typically take to browse and order, some users might take a longer time before checkout. In those cases, they might see a different fee amount when the marketplace refreshes a different price for them.<\/p>

The new timestamp is aimed at providing users with the clarity on when their delivery fee was calculated.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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How do GrabFood users make decisions?<\/h5>

When a person browses food options on a delivery app, they\u2019re not just deciding what to eat. Often, they\u2019re simultaneously taking in and considering multiple types of information at the same time.<\/p>

Besides looking at the dish, there\u2019s a host of peripheral details adding to the noise\u2014is the restaurant near me; will I have to wait longer; does the merchant have a high rating; is it expensive; what\u2019s the delivery fee?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Just some of the peripheral information a user sees and considers. <\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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This processing is done nearly subconsciously for most, and we\u2019ve learned that users demand all of this information at the browsing page, so that they can make decisions quickly without needing to tap in and out of individual merchants unnecessarily.<\/p>

And while most of the information is fairly static\u2014your proximity to the merchant isn\u2019t going to change, and review ratings won\u2019t fluctuate wildly\u2014the delivery fee is a lot more \u201clive\u201d than any of the other factors.<\/p>

In our research, we found that users needed to trust that delivery fees they see will remain constant while they\u2019re choosing what to eat.<\/p>

We hope the new timestamp update will help make the app clearer and more user-friendly for every eater.<\/p>

\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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