Refunds & Cancellations

Orders may get cancelled by the store or DSP. Customers may also dispute orders for a variety of reasons such as the store providing wrong items. The following flow chart below illustrates how refund requests and cancellations are handled.

In progress orders can get cancelled by the store if the order is not able to get fulfilled due to item unavailability. The DSP can also also cancel the order if drivers aren't available.
If an order that's in progress is cancelled by the store or DSP, then a cancellation email is sent to the customer. A cancellation email is also sent to the API account's email notifying the account to refund the customer. The API account is also issued a full refund via service credits, which are automatically deducted from the account's balance.
Customers may dispute an order (via the MealMe customer support chat) if the store provided incorrect items, the DSP never delivered the order, etc.
Upon receiving a refund request from a customer, MealMe customer support team will request a refund from the store/DSP. MealMe customer support team will send a refund request ticket to the customer's email, a CC to the API account's email, and a BCC to [email protected].
If the store/DSP grants a refund to MealMe, an email will be sent to the API account's email notifying the account to refund the customer. The API account is also issued a full refund via service credits, which are automatically deducted from the account's balance.
If the store/DSP rejects the refund request, then an email will be sent to the API account's email notifying the account of the rejection.