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?
For all credit card payments, we first place a hold on the customer’s card. The payment is fully processed at different times depending on the order type:
Delivery orders: When you accept the order and a driver is assigned.
Pickup orders: When the customer picks up the order.
Dine-in orders: When the customer checks out.
For all other payment methods, the payment always processed when the customer checks out.
When do I receive customer payments?
In 1-5 days, depending on the payment type and country.
Australia: Stripe typically settles payments within 2 days from the time of the transaction.
Singapore: Stripe typically settles payments within 1 day from the time of the transaction.
The Philippines: Xendit settles payment in 1 to 5 days from the time of the transaction, depending on the payment type. Please find specific details here.
Both Stripe and Xendit allow you to accumulate payments and receive payouts on a weekly or monthly basis.
Can my customer cancel the order?
No, you (the restaurant) is the only party that can cancel the order.
What happens if I reject or cancel an order?
If you reject or cancel an order your customer will be automatically notified via SMS and receives a full refund.
When can I cancel an order?
You can cancel a delivery order until it has been picked up by the rider.
You can cancel a pickup order until it has been marked as completed by your staff.
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.
When will my customer receive a refund?
This may take 2–10 business days, depending on the customer’s payment method and bank.
Should you have any further questions, please reach out to us via chat or send us an email at hello@tablevibe.co.