WHEN CAN CANCELLATION BE REQUESTED BY THE CUSTOMER?
You have the right to request a cancellation at five times:
BEFORE ORDER CONFIRMATION BY THE STORE
You can cancel the order without needing to consult the store, as it has not yet started preparation and, in this case, you will receive a refund of the full amount.
See how to cancel the order on iFood in this situation:
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- In the “How can we help you” part, select “I want to cancel my order”
- Include the requested information
How to track the refund deadline on iFood?Your refund depends on the payment method chosen, the deadlines for the credit card brands and banks. It's easy to follow, just follow the steps:
- Open the iFood app and go to “Orders”;
- Find the order that requested the refund;
- Enter this request and click on “Help”
- Then select “Track my refund”
- There, it is possible to monitor the deadlines and payment methods defined for reimbursement.
If the refund is still not available after the deadline, contact iFood through the App under “Help”, within the order that requested the refund.
It is important to emphasize that in some scenarios we choose to refund the amount in the customer's own wallet available in the iFood app, and not in the payment method used in the transaction of that order. This happens after some unsuccessful refund attempts using the method used and, in this case, it is a decision made with the intention of not retaining the customer's money and returning it as quickly as possible within the stated deadline. If this is your case, you can view this amount by clicking on “Profile”, then “Payments” and “Available balance”.
#Dip to avoid having to request a cancellation in this situation: Before finalizing the order, check the delivery address, whether the payment method selected is correct or whether you have included the available coupon you would like.
AFTER ORDER CONFIRMATION, BUT BEFORE THE STORE STARTS SEPARATION
VALID ONLY FOR MARKET, PHARMACY, PET SHOP, BEVERAGE AND SHOPPING ORDERS
At this stage, you can cancel the order without restriction and will receive a refund of the full amount, as the store has not yet started to separate the items. But know that, like you, they also have the right to cancel at this stage when, for example, they are facing some systemic difficulty, do not have delivery people available to make the delivery or even when an item requested by you is missing.
See how to cancel your order on iFood in this scenario:
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- In the “How can we help you” part, select “I want to cancel my order”
- Include the requested information
How to track the refund deadline on iFood?
Your refund depends on the payment method chosen, the deadlines for the credit card brands and banks. It's easy to track, both if you requested cancellation and if the store canceled. Just follow the step by step:
- Open the iFood app and go to “Orders”;
- Find the order that requested the refund;
- Enter this request and click on “Help”
- Then select “Track my refund”
- There, it is possible to monitor the deadlines and payment methods defined for reimbursement.
If the refund is still not available after the deadline, contact iFood through the App at “Help”, within the order that requested the refund.
It is important to emphasize that in some scenarios we choose to refund the amount in the customer's own wallet available in the iFood app, and not in the payment method used in the transaction of that order. This happens after some unsuccessful refund attempts using the method used and, in this case, it is a decision made with the intention of not retaining the customer's money and returning it as quickly as possible within the stated deadline. If this is your case, you can view this amount by clicking on “Profile”, then “Payments” and “Available balance”.
#Dip To avoid having to cancel: always check the delivery address, whether the payment method selected is correct or whether it included all the items you needed and the available coupon you would like. This is what we expect from our customers.
WHILE THE STORE IS PREPARING/SEPARATING THE ORDER
Cancellation of orders in Markets, Pharmacy, Pet Shop, Beverages and Shopping Malls
We have two different possibilities for this scenario, one when there is a delay in delivery and the other when it is within the estimated deadline. For these stores, we consider delivery to be delayed when the order exceeds the estimated deadline by 15 minutes. For example, if your order was scheduled for delivery between 7:00 pm and 7:10 pm, it will be considered late from 7:25 pm.
Both in situations where the order is within the delivery deadline and in cases of delay, the customer may request cancellation and receive a refund of the full amount.
Cancellation of orders in Restaurants
We have two different possibilities for this scenario, one when there is a delay in delivery and the other when it is within the estimated deadline. For orders in Restaurants, we consider delivery to be late when it exceeds 10 minutes of the estimated time. For example, if your order was scheduled for delivery between 7:00 pm and 7:10 pm, it will be considered late from 7:20 pm.
In situations where the order is within the deadline, when you request cancellation, the restaurant is notified to decide whether to accept or refuse. He may refuse if he understands, for example, that the preparation of the order is advanced and he will not be able to reuse the items. If he refuses or does not respond to your request within the time indicated on the screen, it will not be possible to cancel the order. Here, it is important to remember that the order must be within the delivery deadline and in the preparation stage (that is, it has not yet been released for delivery).
In situations where the order is delayed, the customer must wait 10 minutes before the maximum delivery time to request cancellation. In other words, if your order was scheduled to arrive between 7:00 pm and 7:10 pm, you can cancel from 7:20 pm onwards and receive a refund of the full amount.
And how can I request cancellation of the order during the preparation or separation stage if it is within the delivery deadline?
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- Select “I have a problem with my order”,
- Under “What type of problem?”, search for the option that best fits you.
And how can I request cancellation of the order during the preparation or separation stage if it is late (more than 10 minutes)?
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- Select “I have a problem with my order”
- Click on “My order is delayed”
It is worth remembering that, like the customer, the store also has the right to cancel an order while it is in the preparation or separation stage. This can happen when, for example, she is facing systemic difficulties or, even, when she notices that an ingredient in the order has run out. In this case, you will receive a communication via the app, so it is always important to activate notifications to give you time to reorder. When the store cancels in this scenario, we will issue a full refund.
How to track the refund deadline on iFood?
Your refund depends on the payment method chosen, the deadlines for the credit card brands and banks. It's easy to track, both if you requested cancellation and if the store canceled. Just follow the step by step:
- Open the iFood app and go to “Orders”;
- Find the order that requested the refund;
- Enter this request and click on “Help”
- Then select “Track my refund”
- There, it is possible to monitor the deadlines and payment methods defined for reimbursement.
If the refund is still not available after the deadline, contact iFood via app in "Help”, within the order to be refunded.
It is important to emphasize that in some scenarios we choose to refund the amount in the customer's own wallet available in the iFood app, and not in the payment method used in the transaction of that order. This happens after some unsuccessful refund attempts using the method used and, in this case, it is a decision made with the intention of not retaining the customer's money and returning it as quickly as possible within the stated deadline. If this is your case, you can view this amount by clicking on “Profile”, then “Payments” and “Available balance”.
#Dip To avoid having to cancel: always check the delivery address, whether the payment method selected is correct or whether it included all the items you needed and the available coupon you would like. This is what we expect from our customers.
DURING ORDER DELIVERY
You can request cancellation during delivery of the order, that is, when it has already left the store, but there are different scenarios depending on where you placed the order.
Cancellation of orders in Markets, Pharmacy, Pet Shop, Beverages and Shopping Malls
If the order is still within the estimated delivery time, you can cancel but will not receive a refund. This happens because the store has already separated the order and the delivery person has also started moving towards your address, so it is fair that there is a charge. Now, if the order is late, you can request cancellation and receive a full refund. For these stores, we consider delivery to be delayed when the order exceeds the estimated deadline by 30 minutes. For example, if your order was scheduled for delivery between 7:00 pm and 7:10 pm, it will be considered late from 7:40 pm, which is when you can request cancellation during delivery with the possibility of a full refund.
Cancellation of orders in Restaurants
If the order is still within the estimated delivery time, you can cancel but will not receive a refund. This happens because the Restaurant has already produced the order and the delivery person has also started moving towards your address, so it is fair that there is a charge. Now if your order is delayed, you can cancel and receive a full refund. For orders in Restaurants, we consider delivery to be late when it exceeds 15 minutes of the estimated time. For example, if your order was scheduled for delivery between 7:00 pm and 7:10 pm, it will be considered late from 7:25 pm, which is when you can request cancellation during delivery with the possibility of a full refund.
Cancellation made by any store or delivery person during delivery
It is worth remembering that stores and delivery people can also cancel the order during the delivery stage, when, for example, they identify a problem that prevents the delivery from being completed. One of these cases, for example, is when the delivery person cannot find the customer or, even, when there is no consensus in the location that the delivery should be made.
If it arrives at the destination informed by the customer within the stipulated deadline and the customer does not pick up the order or does not respond to the message in the chat with the delivery person, the order will be canceled with no refund option. In this scenario, the customer may contact iFood to dispute the possibility of a refund.
It is important to emphasize that when you select a delivery address when placing an order in the app, it is your responsibility to be at this location at the estimated delivery time and not at other addresses provided in chat messages, for example. If you have selected the wrong address, it will not be possible to make this change through messages with the delivery person or our customer service, because iFood only considers the address entered when completing the order.
Now, if the delivery person arrives at the specified destination outside the estimated delivery time (according to the deadlines for each store mentioned at the beginning of section 4), and cannot find the customer, your order will be canceled and you will be refunded the full amount. .
And how to request cancellation of the order during the delivery stage if it is inside estimated deadline?
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- Select “I have a problem with my order”
- Under “What type of problem?”, search for the option that best fits you.
And how can I request cancellation of the order during the delivery stage if it is late (more than 15 minutes)?
- Open the iFood app and click on “Orders”
- Click on “Help” on the order you want to cancel
- Select “I have a problem with my order”
- Click on “My order is delayed”
How to track the refund deadline on iFood?
Your refund depends on the payment method chosen, the deadlines for the credit card brands and banks. It's easy to track, both if you requested cancellation and if the store canceled. Just follow the step by step:
- Open the iFood app and go to “Orders”;
- Find the order that requested the refund;
- Enter this request and click on “Help”
- Then select “Track my refund”
- There, it is possible to monitor the deadlines and payment methods defined for reimbursement.
If the refund is still not available after the deadline, contact iFood through the App under “Help”, within the order to be refunded.
It is important to emphasize that in some scenarios we choose to refund the amount in the customer's own wallet available in the iFood app, and not in the payment method used in the transaction of that order. This happens after some unsuccessful refund attempts using the method used and, in this case, it is a decision made with the intention of not retaining the customer's money and returning it as quickly as possible within the stated deadline. If this is your case, you can view this amount by clicking on “Profile”, then “Payments” and “Available balance”.
#Dip To avoid having to cancel: activate notifications to receive order updates, always check the delivery address, whether the payment method selected is correct or whether it included all the items you needed and the available coupon you would like. This is what we expect from our customers.
AFTER THE ORDER HAS BEEN DELIVERED
First of all, it is important to emphasize that the deadline for requesting a cancellation after delivery is up to 48 hours from delivery of the order to Restaurants and until 7 calendar days for orders in Market, Pet Shop, Pharmacy, Beverages, Shopping.
Cancellation of orders in Markets, Pharmacy, Pet Shop, Beverages and Shopping Malls
In this scenario, the customer can request cancellation within 7 calendar days with a partial or full refund.
Cancellation of orders in Restaurants
When you request cancellation after the order has been delivered, the store is first notified to decide whether to accept, refuse or wish to offer you a refund. In this last scenario, the store will make a refund proposal and you will have up to 15 minutes to decide whether to accept the suggested amount.
Regardless of the scenario, after your cancellation request, the restaurant will immediately inform you about the response via your app and, if it does not respond within the period indicated on the screen, it will refuse the request, will not resolve your problem or, even, you will not If you agree to the suggested refund, you can request an analysis of your case for iFood customer service to make a decision on canceling the order.
To do this, it is important to send comments explaining in detail the reason for the cancellation request via the iFood app. For example, if the order arrived with wrong items, you must send photos of the invoice, the wrong items and describe the situation so that iFood can analyze and understand whether the order should be canceled in full, in part or not at all.
See how to cancel your order on iFood after it has been delivered:
- Open the iFood App and Click on “Orders” in the bottom corner of the screen
- Search for the Order you want to cancel and click on “Help”
- Then click on “I have a problem with my order”
- There, you can select the reason why you want to cancel
- Include the requested information
How to track the refund deadline on iFood?Your refund depends on the payment method chosen, the deadlines for the credit card brands and banks. It's easy to follow, just follow the steps:
- Open the iFood app and go to “Orders”;
- Find the order that requested the refund;
- Enter this request and click on “Help”
- Then select “Track my refund”
- There, it is possible to monitor the deadlines and payment methods defined for reimbursement.
If the refund is still not available after the deadline, contact iFood through the App under “Help”, within the order that requested the refund.
It is important to emphasize that in some scenarios we choose to refund the amount in the customer's own wallet available in the iFood app, and not in the payment method used in the transaction of that order. This happens after some unsuccessful refund attempts using the method used and, in this case, it is a decision made with the intention of not retaining the customer's money and returning it as quickly as possible within the stated deadline. If this is your case, you can view this amount by clicking on “Profile”, then “Payments” and “Available balance”.
What if the order is listed as delivered, but the customer has not received it?
O delivery code It is a security system that the order has been delivered for the safety of both the customer and the delivery person. This code should only be communicated to the delivery person at the time of delivery of the order, as through this confirmation we can understand that the order was properly delivered.
#Dip: Do not share your code via chat, just inform the delivery person when they are at the delivery location and when you have the order in hand. Oh, if you have a problem with the confirmation code and delivery, you can request help through the App and iFood will ask for your report to understand what happened and, thus, define whether or not the order should be canceled. And if your order does not have a delivery code, you can also request help through the App and iFood will ask for your report to understand what happened and, thus, define whether or not the order should be canceled.
DUTIES AS CUSTOMER
Thinking about ensuring more transparency, security and balance for all people involved in the order cancellation process, certain behaviors and attitudes are expected from our Customers at all times. This is essential, because decisions, such as non-refund, may be made in some situations where the customer does not comply with their duties and responsibilities.
1. Before completing the order
– Register the correct delivery address in the iFood application and check it at checkout;
– Understand the risk of your order not being delivered if you are not at the designated location to receive it;
– Enter the correct payment method and check at checkout;
– Enter the desired discount coupons (if any) and check them at checkout;
– Check all items in the order before finalizing the purchase;
– Check the estimated delivery time before finalizing the purchase;
2. At the time of delivery or collection of the order
– Pick up the order within a maximum of 10 minutes after the delivery person arrives at the location;
– Always inform the delivery confirmation code to the delivery person when requested;
– Search for the order at the address and point informed when completing the order (e.g. entrance or gate). Addresses entered in chat message exchanges will not be considered.
– Be aware of possible interactions from iFood or the delivery person in the chat during delivery and respond within the deadlines informed so that the delivery is carried out successfully;
– If you are going to pick up your order in store, check all the items at the time of pick up, as it will not be possible to request a cancellation with a refund on the grounds of a wrong order or missing items;- If you choose to pay for your order upon delivery, check the amount on the machine and not pay any additional amount;
– If you choose to pay for your order through the app, do not accept extra charges upon delivery;
– For orders placed in Restaurants with the option of delivery and not pickup, always receive the order even if a problem is identified. Then, contact iFood in “Help” in the app to report the problem;
– If the customer and the delivery person do not reach an agreement on the delivery location of the order, the customer can contact iFood in “Help” in the app and send evidence to request an iFood analysis of the case and evaluation of the refund of the amount paid.
3. After order delivery
– If you need support due to an order problem, access “Help” in the iFood app within 48 hours after delivery of orders placed in Restaurants and up to 7 calendar days after delivery of orders placed in Markets, Pharmacy, Pet Shops, Shopping and Drinks. Inform the problem with details and evidence for iFood's analysis regarding the decision to cancel in full, partially or none at all.
