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Grab is Southeast Asia's leading super app, offering a complete suite of on-demand services that make everyday life easier and faster.

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1. GrabFood

2. GrabMart

3. GrabExpress (GrabExpress Instant (2-Hour / On-Demand), GrabExpress Same Day, GrabExpress Freight – Delivery Truck)

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GrabTransport

Bike

Car

Taxi

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Complete details are shown on the screen, including the pick-up location, destination, amount, service type, and distance between the customer and the partner.

Within ten seconds, an order is displayed on the system. The Partner must click on the blue horizontal bar at the bottom of the "Accept" screen in order to receive the picket.
⇒ The "Trip completion rate" will be decreased if the Partner declines the ride after 10 seconds; it will be washed away and passed to the next nearest Partner.

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After each order, customers can leave a rating from 1 to 5 stars, along with optional written feedback.

Grab uses a machine learning system to analyze the feedback content (sentiment analysis) and detect common issues such as delays, driver attitude, or incorrect items.

Repeated negative feedback will be flagged for further review of the associated partner.

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Policy regarding refunds for specific GrabExpress services

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Policy regarding refunds for specific GrabExpress services

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For specific senders

In accordance with rules, Grab covers a portion of the cost.

Communicate and negotiate with the sender

Case 1: The sender refuses to accept freight payment. No disagreement or conflict → Proceed to the support point, provide comments to the "Help" area, and get assistance with your refund and return fare.

Case 2: The sender agrees → In accordance with rules, you can still provide feedback in the "Help" area to get a refund.

For bussiness senders

The actual distance, measured from the final delivery location to the return point, is the basis for chargebacks.

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The user opens the Grab app, selects the Transport service, enters pickup and drop-off locations, and chooses a vehicle type (e.g., GrabBike, GrabCar, GrabTaxi). After reviewing the fare and trip details, the user confirms by tapping “Book Now”.

When the pick-up is being sent to the Partner, the machine displays the order-receiving screen because the system automatically scans, finds, and assigns the closest Partner, and receives it right away.

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The Grab system uses real-time GPS data and algorithms to locate the nearest available driver who matches the trip criteria. Once matched, both the driver and user receive trip details.

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When deciding whether to "Cancel" an order, partners should consider the following factors:

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When deciding whether to "Cancel" an order, partners should consider the following factors:

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Objective:

The vehicle has a technical problem, breaks down and cannot continue the journey. Bad weather, severe traffic jams, cannot move safely.

Customer behavior:

The customer does not go to the meeting point after the driver has arrived. The customer has inappropriate behavior, causing discomfort or danger to the driver. The customer requests to change the pick-up/drop-off point too far from the original, or requests an inappropriate service. The customer cancels the trip too late after the driver has moved to the pick-up point.

System/other errors:

Connection error, application error, or other technical problems. The driver cannot find the address provided by the customer.

Note:

-> When canceling a trip, the driver needs to choose an appropriate reason and report it on the application to avoid affecting the cancellation rate.

-> Grab has a policy for handling trip cancellations, including applying sanctions if the driver violates.

-> Users can also contact Grab to report unreasonable cancellations.

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 reaching the customer's designated pick-up location, the partner hits "I have arrived" and notifies the customer via text or phone. The partner also provides the license plate number, car color, and vehicle make for the consumer to pick up. They must ask the customer's name and location one last time before they board to make sure they are not picking up the wrong person.

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Following the customer's boarding of the bus, the partner hits "Pick Up" to start the journey.

To get the customer to their location after you've picked them up, utilize the navigation app.

To avoid getting lost and find the correct place, make sure you adhere to the directions provided by the app.

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Customers open the Grab app, select Grab Express, and enter the pickup and drop-off locations. They can then view the estimated price and fill in delivery details such as recipient info, item type, size , and special notes (e.g. fragile). Users also choose the delivery type (immediate, same-day, scheduled), item category, and vehicle type (bike, small or large van up to 500kg, and truck/van up to 1000kg). Grab Express supports multi-stop, instant (within 30 mins), and economy (within 4 hours) options. Finally, customers review the order and confirm by tapping “Book Delivery”.

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Step 2: Grab system processes the delivery request

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Step 2: Grab system processes the delivery request

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The system assigns the order to the nearest Grab Express driver meeting the service requirements. A notification is sent to the recipient (if enabled), and the sender can track the driver’s location and estimated arrival time in real-time via the app.

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The user pays via cash, credit/debit card, or linked e-wallet (e.g., Moca). The user is then prompted to rate the driver and provide feedback. In case of any issues (e.g., lost items or complaints), support can be contacted directly through the app.

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In order to rate customers, you will be prompted to choose the number of stars that best represents their experience.

If you would like, click on Stars and leave a comment. This contributes to future service quality improvements.

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The Grab Express driver is assigned to the pick-up location. The sender hands over the goods and may need to confirm delivery details (e.g., recipient’s name or delivery code). The driver scans the package or confirms in the app and heads to the delivery location.

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The Grab Express driver navigates to the recipient’s address using the app’s directions map. Upon arrival, they deliver the package directly to the recipient. If needed, the driver may call the recipient for clarification. The recipient may confirm delivery via a signature, OTP code, or app confirmation, depending on the service type.

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After successful delivery, the Grab Express driver marks the job as "Delivered" in the system. The sender receives a notification of successful delivery with digital evidence (e.g., a photo or confirmation code, if applicable).

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Both the sender and receiver can evaluate the delivery by leaving feedback. If issues arise (e.g., delayed delivery, damaged or lost goods), the sender can report or contact the operator via the Grab app. Grab customer service will review the issue and provide support or compensation based on the claim within 24 to 48 hours.

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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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Case: In the event that the receiver cannot be reached, the unsuccessful delivery order must be sent back to the sender, who will handle the return:
Partners, please make at least 3 calls to the receiver, 5 minutes apart, for a total of at least 15 minutes. Keep phoning to let the sender know that the delivery was failed and that the items must be returned.

For orders paid with a credit or debit card:

Upon reporting a failed delivery event, the partner will be charged a delivery fee (also known as departure costs), which is comparable to the cost of completing a car.

The partner will then be required to return the item and collect the return price from the sender.

For cash payment orders:

Partner, kindly pay the sender and collect the two-way charge.

To prevent interfering with activities, partner, please return the items to the sender within 24 hours of the failure delivery. If you are unable to return the sender, it is especially important that you visit the nearest support station for assistance.

Please bring the products to the closest Grab support location if the sender does not accept payment or receipt return orders.

To prevent the automobile from arising, partner, please switch off the function that allows you to accept orders when returning items.

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The customer opens the Grab app and selects the GrabFood/GrabMart service. They browse available restaurants/stores, choose dishes or household goods, and add them to the cart. Users can add special note, select a delivery address, and choose a payment method (e.g., e-wallet, credit card, or Cash on Delivery).

Once confirmed, the customer click “Place Order”, and the system logs the order request.

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• The restaurant/store confirms the order, starts preparing the food/goods, and packs it in a hygienic, sealed manner.

• Once preparation is completed, the restaurant updates the status to “Ready for Pickup.”

• In case of out-of-stock items or unexpected delays, the restaurant can notify the driver or Grab support, and the customer may be contacted for substitution or refund options.

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Grab’s backend system performs two actions simultaneously:

Order to Restaurants/Stores: The order is sent to the restaurant/store via the GrabMerchant app.

Driver Matching: The system locates and assigns the nearest available GrabFood/GrabMart driver using real-time location and estimated travel time.

The customer receives an order confirmation and can track the order status live via the app, including restaurants/stores confirmation and driver assignment.

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Step 6: Post-delivery support and issue resolution

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Step 6: Post-delivery support and issue resolution

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• The assigned Grab driver verifies the order details and customer code before picking up.

• The app displays the pickup code, restaurant address, and delivery address.

• After confirming all details, the driver marks it as “Picked Up” and begins delivery.

Note: Drivers are trained to ensure secure handling and food integrity during delivery.

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The driver navigates to the customer’s address. Real-time GPS tracking is available for the customer.

If using COD, the customer pays upon receipt.

The driver confirms the order has been successfully delivered by marking it as “Delivered.”

Special Cases:

If the customer is unreachable after multiple calls, the system may flag the order, and Grab Support may intervene.

If the address is wrong or incomplete, drivers can contact the customer directly or report it to Grab.

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Customers can:

Rate the food/goods and delivery service.

Report problems such as missing items, wrong items, cold or spilled food, etc., via the “Help” section in the app.

Grab Support:

Reviews the complaint within 24–48 hours.

May offer partial or full refund, vouchers, or credits depending on the case.

Maintains records to evaluate restaurant and driver performance.

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In case of order cancellation

Who can cancel:

Customer (within a short time after placing).

Restaurant/Store (due to out-of-stock or kitchen issues).

Driver (in rare cases like vehicle issues).

System Handling:

If canceled early: full refund to customer.

If canceled late (e.g., after food prepared): may lead to partial refund only.

Grab logs and analyzes cancellation reasons to reduce future disruptions.