What to Do If an Order Is Delayed or Missing Items
Steps to take if your rider is running late, food arrives incomplete, or an order is incorrectly marked as delivered.
Step-by-Step Instructions
Check Live GPS Map & Rider Status
Open the active order screen to verify whether the restaurant is still preparing the dishes or the courier is actively in transit.
Contact Your Assigned Rider
Tap the in-app call or chat button to check if the courier is navigating traffic or looking for your gate.
Escalate to Live Support
If the order is over 20 minutes past the estimated ETA or marked delivered in error, tap "Help with Order" to alert live operations for an immediate replacement or full refund.
Missing or Incorrect Food Items
If the restaurant omitted an item (e.g., extra drink, protein, side dish):
1. Take a quick photo
Take a clear photo of the delivered package and the receipt sticker on the bag.
2. Submit in Order History
Tap Order History > Select Order > tap "Report an Issue" > "Missing Items".
3. Instant Credit or Reversal
Our team will issue an instant refund for the missing items directly to your GrabGo Wallet Credits or Mobile Money account.
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