⁠Customers can now use the Grab Chat to contact you about an active order. For example: to clarify order details, discuss an item substitution, or resolve an order-related issue. Use this chat to clarify and resolve issues directly with your customers and protect your shop’s rating by reducing disputes, refund requests and negative reviews.

How it works:
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⁠Customers can start a chat within 3 hours after an order completion. If the merchant does not reply within 30 minutes of the customer’s first message, the system will prompt them to escalate it to Grab Support.  Remember to take action within 3 hours of the delivery timestamp as after that, the resolution option will be disabled and the customer is directed to Grab Help Centre. If they contact Grab Support about the same issue, you will be notified in the chat.
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Step 1: See the chat, respond directly

You’ll be notified when a customer reaches out and you can reply directly in the GrabMerchant app.

⁠Step 2: Choose the fastest fix

If it’s a wrong or missing order issue, choose a re-delivery or refund from the order details page, whichever resolves the issue fastest.

Your customer will be notified and Grab auto-assigns a driver if needed. The transaction will be logged clearly in your “Finance” tab.