1. Refund orders that are ongoing
You can provide a full refund to your customer prior to order completion by canceling the order in your Tablevibe dashboard. Your customer will be automatically refunded and notified via SMS. You don't have to take any further action.
2. Refund orders that are completed
To issue (partial) refunds to customers after the order has been completed, please follow the steps below.
Issue refunds in Stripe
Log in to your Stripe Dashboard, click on "Payments", select the order, and click on "Refund" in the top right corner.
If your customer paid with a credit card the refund will be processed instantly. For other payment methods, processing the refund takes 2-10 days.
Issue refunds in Xendit
Log in to your Xendit Dashboard, click on "Accept Payments" under MAIN MENU, select "Credit / Debit Cards" or "E-Wallet" and click on "Transactions." Select the relevant charge and click on Refund in the top right corner.
Processing the refund takes 2-10 days. If you experience any issues, please contact help@xendit.ph.
Issue refunds in GCash
For GCash direct merchants, please reach out to your GCash account manager via email and provide all the relevant data for your refund request. They will then process the refund on your behalf.
3. When will my customer receive the refund?
Tablevibe and Xendit process refunds immediately. The time it takes for the customer to receive the refund depends on the payment method. Specifically:
E-wallets (GCash, Maya): Up to 1 business day, usually same day.
Credit Cards: 3-14 business days.
Direct debit (BPI, UBP): 7-10 business days.
To be on the safe side, we recommend communicating 1 business day for E-Wallets and "3-14 business days" for other payment methods to your customers.
4. What happens to the service fee?
If the rider was not yet assigned, the merchant (you) will receive the service fee back. If the rider was assigned the service fee is already charged and can no longer be refunded.
5. Will I be compensated? Request refunds from delivery partners
While we boast a 98%+ fulfillment rate, some of your delivery orders may encounter issues like riders not getting assigned or customers requesting a cancellation of the order. Our delivery guide helps you effectively resolve these challenges.
If a refund request from your customer was related to an issue with the delivery rider, you may request a refund from the delivery company within 24 hours of the booking time. Please note deliveries facilitated by Tablevibe are ultimately a direct agreement between you and the delivery company. We are therefore unfortunately unable to offer refunds for requests that are rejected by delivery companies.
For orders delivered in The Philippines, the following guidelines apply:
Deliveries damaged/not delivered by the rider - refund of order/item value + delivery fee
Deliveries marked as complete but not picked up - refund of delivery fee
Deliveries that are not complete - refund value of incomplete items
No rider is available to deliver the order - you will not be charged the delivery fee but order value will not be refunded
Rider cannot contact customer - no refund will be given
[Pandago only] Late orders: If a delivery arrives > 30 minutes after the estimated delivery time provided when the rider accepts the order (excluding unforeseen events, and provided the order has been picked up from the restaurant), you'll receive a 40% refund of the order value and 100% refund of the delivery fee.
Please note that Tablevibe and Foodpanda use a different logic to calculate delays. In Tablevibe (https://kitchen.tablevibe.co/orders/all -> "Arrival Status" column), delays are based on the delivery time provided to customers when they place their order. Foodpanda, however, calculates delays based on the estimated delivery time when the rider accepts the order. This time is currently not displayed in your Tablevibe dashboard.
If you're unsure if your order qualifies for a refund, we recommend submitting a request using the steps below. We'll notify you of Foodpanda's decision.
To send a refund request to the delivery company, please go to kitchen.tablevibe.co > "All orders" > Click on the order number > Delivery > "Request Refund". The delivery company will evaluate your request and provide a (partial) refund if the request is approved. Approved refunds are credited to your Xendit account after the end of every month. An email confirmation with proof of refund will also be sent to you.
Do you have other questions or would you like to learn more about Tablevibe? Simply book a meeting with one of our restaurant experts here. You can also contact us via our chatbox or at hello@tablevibe.co. We are looking forward to connecting with you.