Wemay refund a Customer when an order issue is caused by how the store prepared, packed, or fulfilled the order. This article explains common scenarios, reasons for the refund, and the nature of the complaint. The refund decision is based on the order details and the evidence submitted.
Refund scenarios
Refund Reason | Nature of the Complaint |
Food Quality | Food was not properly cooked or was overcooked (burnt) |
Foreign objects found in food | |
Incorrect temperature | |
Expired food | |
Allergen not properly identified | |
Spoiled food | |
Incomplete or Item(s) Missing | Promo or free add-on item missing |
Core or defining component missing | |
Separately priced side dish, add-on, or paid option missing | |
Missing quantity | |
Wrong Order | Food not prepared per buyer's paid customization (Option field) |
Wrong option selected or prepared, affecting quality or taste | |
Item received is a completely different dish than ordered | |
Wrong beverage received (different drink product) | |
Wrong food variant received (same dish, wrong preparation style) | |
Food Safety Escalation | Food poisoning |
Food allergy | |
Food contamination by a hazardous object |