Tablevibe partners with Stripe and Xendit to create seamless payment experiences for you and your customers. Please find the answers to the most frequently asked payment questions below.

When are payments of my customers processed?

Our payment partners place a hold on your customer's credit card at checkout. This guarantees customers pay for their orders. Delivery payments are fully processed when restaurants accept the order and a driver has been assigned. Pickup payments are fully processed when the order has been picked up. If your customer uses a payment method that does not support holds, the payment will be fully processed when the customer checks out.

When do I receive customer payments?

Instantly. You can also choose to accumulate payments and receive payouts on a weekly or monthly basis.

What happens if I reject an order?

If you reject an order your customer will be notified via SMS and receives a full refund. If your customer paid with a credit card the refund will be processed instantly. For other payment methods, it may take 2-10 days. You will not pay any fees to Tablevibe.

What happens if I cancel an order after accepting it?

If you cancel an order after accepting it your customer will be notified via SMS and receives a full refund. You will pay the delivery and service fee if a driver has already been assigned to an order. If the cancelation was related to a driver issue, you can request a delivery fee refund here.

When can I cancel an order?

You can cancel a pickup order until it has been marked as completed by your staff. You will not pay any fees to Tablevibe.

You can cancel a delivery order until it has been marked as delivered by the driver. You will pay the delivery and the service fee if a driver has already been assigned to your order. If the cancelation was related to a driver issue, you can apply for a delivery fee refund here.

The driver is late. What should I do?

Please call the driver via the phone number provided in your dashboard. If you decide to cancel the order, your customer will be updated automatically and receive a full refund.

My order cancellation was related to a delivery issue. What should I do?

If the order cancellation was related to a delivery issue, please log in to kitchen.tablevibe.co and click on "All orders" > click on the order number > "Refund request". Our delivery partners will evaluate your request and provide a refund of the delivery fee and the order amount if the request is approved. The refunds will be wired to your account at the end of every month.

Should you have any further questions, please reach out to us via chat or send us an email at hello@tablevibe.co.