GrabFood

GrabMart 

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

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.

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.

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.

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.

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.

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.

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.

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

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.”