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 "Debitcard/Creditcard" or "Ewallet" 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.
3. When will my customer receive the refund?
Depending on the payment method and issuing bank, it generally takes 1-3 days for the customer to receive the refund on their method of payment. To be on the safe side, we recommend communicating "2-10 business days" 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%+ fulfilment 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. 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 by Foodpanda, the following refund guidelines apply:
Damaged/stolen order: 100% refund of the order value and delivery fee.
Rider refuses to deliver: 100% refund of the delivery fee.
Late orders: If a delivery arrives >30 minutes after the estimated delivery time 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 their rider accepts the order.
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 > "Refund request". the delivery company will evaluate your request and provide a (partial) refund if the request is approved. Refunds are wired to your bank account at the end of every calendar month. We will contact you to confirm your bank details.
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.