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Grab is Southeast Asia's leading super application, providing essential daily needs such as Delivery, Transportation, and Financial Services.

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1. GrabBike

2. GrabFood

3. GrabMart

4. GrabExpress

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1. GrabCar

2. GrabTaxi

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GrabBike, GrabCar

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Delivery by motorbike: Maximum size: 70cm x 50cm x 50cm. Maximum weight: Under 20kg

Delivery by tripod: Goods dimensions: 1.7mx1.2mx1m. Maximum weight: 400kg

Delivery by car (Not available in Vietnam): Maximum dimensions: 32cm x 25cm x 12cm. Maximum weight: Under 5kgg

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GrabGifts is an electronic gift card containing incentives to use many services on the Grab app

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The order-receiving screen appears on the machine when the pick-up is being sent to the Partner because the system automatically scans, locates and assigns the nearest Partner, and receives it immediately.

The screen displays full information: Pick-up point, destination, amount, type of service, distance between Partner and Customer.

An order appears on the machine within 10 seconds. To receive the picket, the Partner clicks on the blue horizontal bar at the bottom of the "Accept" screen to receive.

⇒ After 10 seconds, if the Partner does not accept the ride, the ride will be washed away and transferred to the next closest Partner, reducing the "Trip completion rate"

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Confirm guest information by clicking the see more button.

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Contact Customers: Partners immediately contact Customers by clicking on the "Free Call" icon, or texting Customers using the "Chat" feature.

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In case of having to "Cancel" an order, Partners should pay attention to the following issues:

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In case of having to "Cancel" an order, Partners should pay attention to the following issues:

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Reason comes from the Customer: unable to contact the Customer many times, Customer no longer needs it, asked Customer to cancel but Customer does not know how to cancel => Partner will cancel the order on application.

Due to force majeure, unable to make the trip, the Partner should call to inform the Customer of the reason (the reason must be legitimate) => Ask the Customer to cancel, if the Customer does not cancel, the Partner will Cancel operation on the application.

=> For cancellation reasons originating from the customer or force majeure, if possible, the Partner should skillfully ask the Customer to cancel to avoid affecting the Partner's performance.

Reasons comes from the Partner: such as the car being damaged, not picking up passengers on time... The Partner should call to inform the Customer and apologize for the Customer's understanding before canceling the trip.

To cancel a trip, Partner cancel on the application by clicking the cancel button, select the reason then press “OK”

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When arriving at the customer's pick-up point, the Partner presses "I have arrived" and calls or texts the Customer to notify the Partner of his arrival, and reports the license plate number, car color, and vehicle make for the Customer to receive. When the customer is about to get on the bus, they need to confirm one more time to avoid picking up the wrong customer by asking the customer's name and destination.

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When the Customer gets on the bus, the Partner presses "Pick Up" and begins the journey with the customer

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Once you've picked up the customer, use the navigation app to get them to their final destination.

Make sure you follow the app's instructions so you don't get lost and get to the right location.

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After clicking "Customers get off", the Receipt appears, there are 2 boxes that Partners need to pay attention to: "Fares" and "Road and bridge fees" (if any surcharges arise)..

+ Fares: Enter the price displayed on the meter (If it is GrabTaxi)

+ Road and bridge fees: Enter road and airport surcharges

Then click “In progress”. The system automatically totals the amount. The partner just double-checks the receipt and collects the correct amount displayed in the total, then clicks "SEND".

Don't forget to remind customers to check their luggage and personal items before getting off, and ask customers to rate star for Partners.

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Finally, you will be asked to rate customers by selecting the number of Stars that correspond to their experience.

Click on Stars and provide feedback if desired. This helps improve service quality for the future.

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Click on “Order Details” to view the amount needed for cash advance (COD) requests, view recipient information and important notes.

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Always contact the sender, except in cases where the note specifically requests no contact

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Then click “I have arrived” to contact and wait for the sender to deliver the goods

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For individual customers, partners are required to carefully inspect the goods including inside and outside (except for goods that are still sealed).

For Cash Advance Orders: Request the sender to provide an invoice and record the ID card number on the deposit slip

NOTE: Absolutely do not film or take photos of customers' ID cards.

For business customers, just check the product appearance

The list of prohibited goods delivered is as follows:

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Because it is related to cargo insurance, the sending slip must be filled with information including:

Order code: found in order details or history

Sender and recipient information (including name, address, phone number)

Content of goods: Clearly state the quantity and type of goods to be delivered

Delivery time: Specify the date and time of delivery

Fares: The amount is displayed on the main screen of the ride

For advance payments, the partner records the recipient's ID card and total amount collected.

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Make sure to take photos of intact goods

For advance orders, take a photo with the invoice

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For trips that require cash collection/advance, the cash collection/advance screen will appear right before the photo taking step.

Depending on each vehicle fare, the partner will be instructed to collect or advance money to the sender

The delivery fee displayed on the Cash Advance/Collection Instructions screen may be more than 1,000 VND. This 1,000 VND is the platform fee and will absolutely not affect the partner's income.

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Discuss specific time and address with the consignee

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Move to the delivery location

Be sure to preserve goods carefully during transportation

After arriving at the delivery point, click "I have arrived" and contact the recipient to pick up the goods

After meeting and confirming the correct recipient, the partner lets the recipient check the goods and sign the receipt on the delivery note

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[GrabTaxi] Set of Sanctions Regulations for drivers using the GrabTaxi application, effective from January 16, 2017

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[GrabTaxi] Set of Sanctions Regulations for drivers using the GrabTaxi application, effective from January 16, 2017

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Kính gửi: Quý Đối tác sử dụng ứng dụng GrabTaxi

Trước hết GrabTaxi xin chân thành cảm ơn Quý Đối tác đã tin tưởng và đồng hành cùng GrabTaxi trong suốt thời gian qua.

Sau thời gian cân nhắc việc điều chỉnh nội dung bảng Quy định - Chế tài với mục đích dung hoà lợi ích chung và nghĩa vụ đảm bảo chất lượng dịch vụ của các bên tham gia, GrabTaxi xin thông báo đến Quý Đối tác nội dung mới của văn bản "QUY ĐỊNH - CHẾ TÀI ĐỐI VỚI TÀI XẾ SỬ DỤNG ỨNG DỤNG GRABTAXI"

Văn bản đính kèm chính thức có hiệu lực từ 16/01/2017.

Hy vọng nhận được sự đồng tình và cam kết thực hiện của Quý Đối tác nhằm đẩy mạnh và nâng cao hơn nữa chất lượng dịch vụ của GrabTaxi trong thời gian sắp tới.

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[GrabTaxi] Bộ Quy định chế tài đối với tài xế sử dụng ứng dụng GrabTaxi, áp dụng từ 16/1/2017 | Grab VN

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Kính gửi: Quý Đối tác sử dụng ứng dụng GrabTaxi Trước hết GrabTaxi xin chân thành cảm ơn Quý Đối tác đã tin tưởng và đồng hành cùng GrabTaxi trong suốt thời gian qua. Sau thời gian cân nhắc việc điều...

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Refund policy for some GrabExpress services

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Refund policy for some GrabExpress services

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For individual senders

Grab supports part of the cost according to regulations

Communicate and negotiate with the sender

Case 1: Sender DOES NOT ACCEPT freight payment → No argument or dispute → Go to support point, send feedback to "Help" section → receive refund support and return fare

Case 2: Sender ACCEPTS → Still submit feedback in “Help” section to receive refund according to policy

For business senders

Chargebacks are based on actual distance - recorded from the final delivery point to the return point

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GRAB | Update the "Code of Conduct for Grab Driver Partners" to apply from March 1, 2023

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GRAB | Update the "Code of Conduct for Grab Driver Partners" to apply from March 1, 2023

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GRAB | Cập nhật bộ "Quy tắc ứng xử dành cho Đối tác Tài xế Grab" áp dụng từ 01/03/2023 | Grab VN

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Quý Đối tác thân mến, Nhằm đảm bảo quá trình hoạt động của Đối tác luôn hiệu quả và an toàn, kể từ ngày 01/03/2023, bộ "Quy tắc ứng xử dành cho Đối tác Tài xế Grab" (QTUX) sẽ áp dụng các cập nhật mới...

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Case: Unsuccessful delivery order must be returned to the Sender who needs to process the return in case the recipient cannot be contacted:

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Case: Unsuccessful delivery order must be returned to the Sender who needs to process the return in case the recipient cannot be contacted:

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Partners please contact the receiver at least 3 times, each time 5 minutes apart (total time of 3 calls is at least 15 minutes). Continue calling to notify the Sender to confirm unsuccessful delivery and need to return the goods.

For card payment orders:

· The partner will receive a delivery fee (departure fees) immediately after reporting the failed delivery incident, similar to the completion of the car.

· The partner then please return and collect the return fee from the sender.

For cash payment orders:

· Partner please pay and collect 2-way fee from the sender.

· Partner please return the goods to the sender within 24 HOURS from the unsuccessful delivery to avoid interrupting activities (Particularly for fast food deliver & cannot return the sender, the partner please visit the support point the nearest support for assistance).

· In case the sender does not support payment/receipt return order, the partner please bring the goods to the nearest Grab support point.

Note: Partner please turn off the feature ready to receive order in the process of returning the goods, to avoid the arising of the car.

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Forms of payment that partners may encounter:

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Forms of payment that partners may encounter:

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Cash: Partner receives payment in accordance with the amount displayed in the total section

Cash with promotion: Partners operate as above because the promotional cash has been automatically updated by the system into the total section

Card/Wallet: Partners do not collect cash from customers

Card/Wallet with promotion: Partner operates as above, the system will automatically update the partner's e-wallet