Say goodbye to frustrated consumers, bad reviews and long back-and-forths with grab support.
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Consumers can now initiate chats directly with you when there’s an order issue, and sort things out on the spot.

How it works:

Step 1: See the chat, respond directly

When a consumer reaches out, you’ll get notifiedand you can see exactly which items are missing or incorrectand reply immediately from your Grab Merchant app.

⁠Step 2: Pick the fastest fix

Choose to redeliver the missing item or issue a refund directly from the order details page — whichever resolves things quickest for your consumer.

Step 3: Done
⁠Your consumer is notified, Grab auto-assigns a driver if needed, and the transaction is logged clearly in your Finance tab. No admin, no chasing.
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⁠Act within 3 hours to resolve the issue         

After that time, it’ll be redirected to Grab Support for resolution.
If consumers report the same issue to Grab Support, you’ll be notified within the chat.