Grab Philippines warned on Tuesday, June 18, that it will suspend the accounts of its customers who cancel their orders through its food delivery service GrabFood.
GrabFood allows a user to order food from its partner merchants. The rider usually pays for the order first and eventually reimbursed by the GrabFood app client upon delivery.
Grab said it will tighten its policies to prevent incidents of unclaimed orders due to customer no-shows or those customers who do not show up when riders deliver their orders.
“Grab enjoins everyone to use its services responsibly — be mindful of orders placed and the effort that our delivery-partners put in to deliver your orders,” the company said in a statement.
“Grab continues to tighten its policies to curb this abusive behavior, and customers who exhibit abuse of our no-show policies will soon face account penalties, including possible account suspension,” it added.
The company said GrabFood does not allow order cancellations once orders are placed by the delivery-partner at merchant restaurants. It likewise said that customer no-shows constitute only 0.01 percent of its transactions.
A petition has gone viral over social media asking Grab to remove its ‘Cancel’ option on its GrabFood app.
The firm is implementing its reimbursement policy which allows delivery-partners to be fully reimbursed for all unclaimed orders. This policy is made known to all delivery-partners upon activation on the platform.
“As Grab continues to provide everyday services to many Filipinos, it also strives to maintain a platform that works for both for its customers and also its delivery-partners. For every customer no-show, the livelihood of a delivery-partner is affected — causing them to lose valuable time and daily capital,” Grab’s statement read.