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Shopee food is a food delivery business that is owned by Shopee and provides a range of local and international cuisines. It promises to deliver meals quickly and conveniently via the Shopee app, with lots of sales and discounts. To guarantee prompt service, Shopee Food works with a variety of eateries and has a strong network of delivery partners.

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For suppliers:

1. Restrict or suspend operations: ShopeeFood may suspend or stop cooperating with suppliers if they do not comply with regulations on quality, food safety, or other regulations.

2. Financial penalties: Suppliers may have to pay penalties if they violate contract terms or ShopeeFood regulations.

3. Lower ratings: ShopeeFood may reduce the ratings of vendors if they do not maintain service quality or receive negative feedback from users.

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After changing the status to "Arrived at delivery point" but unable to contact the Customer, the Driver needs to perform the following actions:

Leave a message on the Guest's chat box

Call the customer at least 3 times (first call must be at least 10 minutes from the last call).

Check and try to contact the phone numbers displayed in the Customers section (if any).

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1. Driver arrives at the delivery address: The driver uses the customer's address information to arrive at the delivery location. Before arriving, the driver can contact the customer in advance to confirm the delivery time and location.

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 2. Contact the customer: When arriving at the delivery address, the driver will call or text the customer to notify them of arrival and confirm delivery details

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3. Delivery: The driver will hand-deliver the order to the customer. Customers should carefully check their order to ensure that the food is as ordered and there are no problems.

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If after 10 minutes the Customer still cannot be contacted despite following all the above instructions, the Driver please transfer the order to "Waiting for delivery" status and preserve the order for the next 60 minutes. Case:

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If after 10 minutes the Customer still cannot be contacted despite following all the above instructions, the Driver please transfer the order to "Waiting for delivery" status and preserve the order for the next 60 minutes. Case:

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4. Payment: If the customer chooses the payment on delivery (COD) method, they will pay the driver in cash. If the customer has already paid online, this step is not needed.

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5. Delivery confirmation: After successful delivery, the driver will confirm on the application that the order has been delivered. This ends the delivery process on the system.

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Customers request redelivery with in 60 minutes

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Customers request redelivery with in 60 minutes

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Driver please assist in re-delivering and go to the "Doing" section to move the order to "Delivered" status. Drivers can refer to the shipping fee in the article

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Customers do not request redelivery after 60 minutes

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Customers do not request redelivery after 60 minutes

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Drivers please change the status to "Risk order" within 24 hours (from the time the order is changed to "Awaiting delivery") status, so that ShopeeFood will refund the amount temporarily collected or the amount paid by the Driver previous payment to rétaurant. After that, the Driver can freely use the cargo.

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Drivers please change the status to "Risk order" within 24 hours (from the time the order is changed to "Awaiting delivery") status, so that ShopeeFood will refund the amount temporarily collected or the amount paid by the Driver previous payment to rétaurant. After that, the Driver can freely use the cargo.

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 After receiving the information, ShopeeFood will process and respond to the results in the Notification section on the ShopeeFood Driver Application or the email that the Driver previously registered within 72 hours (excluding Saturdays, Sundays & Sundays). Ceremony).

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 After receiving the information, ShopeeFood will process and respond to the results in the Notification section on the ShopeeFood Driver Application or the email that the Driver previously registered within 72 hours (excluding Saturdays, Sundays & Sundays). Ceremony).

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1. Customer support:

3. Return policy:

Promotions:

Provide promotions, discount codes and special offers to increase customers' shopping experience and save costs.

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Note:    In case the Driver does not proactively change the risk status and does not provide full images as requested within the specified time, that order will NOT BE REFUNDED.

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Note:    In case the Driver does not proactively change the risk status and does not provide full images as requested within the specified time, that order will NOT BE REFUNDED.

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1. Promote and reach customers:

Support restaurants/cafes to promote products and reach a large number of customers through the ShopeeFood platform.

2. Order management:

Provides tools for order management, revenue tracking, and business statistics through applications for sellers.

3. Technical assistance:

Technical support, solving system-related problems, ensuring the process of receiving and processing orders goes smoothly.

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Notification to restaurant: Shopee Food automatically sends order details to the chosen restaurant.

Order confirmation: The restaurant acknowledges and accepts the order, confirming their ability to prepare and deliver as requested.

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Food preparation: The restaurant begins cooking and arranging dishes according to the order.

Order packaging: After preparation, the restaurant carefully packs the food to maintain quality during transport.

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Invoice (if needed): The restaurant generates an invoice for the order.

Prepare for delivery: The restaurant gets the food and invoice ready for Shopee Food's delivery staff.

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4. Process of receiving and delivering goods

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4. Process of receiving and delivering goods

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Delivery process: Shopee Food's delivery staff arrives at the restaurant to pick up the order.

Confirmation: Delivery staff verifies the order details and ensures all items are correctly prepared and accounted for.

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Providing insurance and health protection programs for shippers during work.

Ensure income benefits, timely and transparent payments.

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Train and guide shippers on working procedures, codes of conduct and delivery skills.

Provide work support tools such as mobile applications to track orders, find directions, and communicate with customers and restaurants.

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Set up a system to support and resolve shipper complaints about issues related to orders, customers and restaurants.

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Ensure quality delivery service on time, food according to orders and ensure food hygiene and safety.

Evaluate and control the quality of restaurants/eateries participating on the platform.

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Provide customer care services, resolve complaints and questions quickly through many communication channels such as hotline, online chat.

Monitor and support customers during the ordering and receiving process.

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Set up a return and refund policy in case the food does not match the order, is of poor quality or is delivered late.

Ensure customers receive timely and fair support.

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Provide promotions, discount codes and special offers to increase customers' shopping experience and save costs.

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For drivers:

1. Warning or restriction of operations: ShopeeFood may warn drivers or suspend their operations in case of violation of platform regulations or policies.

2. Loss of partner: If a driver continuously violates and does not improve, ShopeeFood may terminate the partnership with this driver.

3. Financial penalties: In some serious cases, ShopeeFood may impose financial penalties on drivers.

4. Lower rating: ShopeeFood may reduce a driver's rating in the review system if they receive negative feedback from users or do not maintain service quality.

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1. Cash on Delivery (COD)

2. Credit/Debit Cards

3. E-wallets (MoMo, ZaloPay, ShopeePay)

4. Bank Transfers

5. ShopeePay

These options cater to various customer preferences for convenience and flexibility.

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For minor violations, ShopeeFood may require drivers to participate in training or skill improvement programs to improve service quality.

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For consumer:

1. Inaccurate order cancellations: If customers cancel orders on a regular basis and without a valid reason, it is possible that ShopeeFood will limit their ability to place orders.

2. Abusing the refund policy: If a customer abuses the refund policy by requesting a refund for unwarranted reasons, ShopeeFood may apply restrictions.

3. Inappropriate or abusive language toward employees: If a customer uses violent or disrespectful language toward ShopeeFood employees, intervention such as account restriction or termination may be initiated.

4. Violation of terms and conditions: If a customer violates ShopeeFood's terms and conditions, for example by improper use, it may result in corresponding penalties.

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1. Distance: The further the delivery distance, the higher the fee.

2. Order Value: Sometimes, higher order values can qualify for reduced or free delivery.

3. Promotions: Occasional promotions may offer discounted or free delivery.

Typically, the delivery fee is displayed during the checkout process before finalizing the order.