The CX (Customer Experience) team launched something new on the app: the iFood cancellation letter. Now, in the event of cancellation of orders paid with credit or debit cards or through PIX, anyone waiting for a refund will receive a cancellation letter that can be downloaded in PDF.
This functionality applies to refunds that have already been approved in the application. With this iFood cancellation letter, customers will be able to contact their bank or card operator if there is a delay or any problem in receiving the refunded amount.
- Open the iFood app and go to “Orders” at the bottom of the screen
- Locate the order for which you requested a refund
- Enter the order and click on “Help”
- Next, click on “Track your refund”.
- At the end of this screen, just click on “I didn’t receive my refund” and “See proof of refund!
When an order is cancelled, iFood sends the refund request to the card operator. Meanwhile, customers can follow the refund process on the app (as we explain here).
What changes is that now, on the same screen where customers monitor the refund deadline, they will also be able to download the iFood cancellation letter with information about their refund.
It's worth remembering: after iFood approves the refund, the responsibility becomes entirely the responsibility of the card administrator.
How does the refund flow work?
The refund flow is divided into two parts. Firstly, iFood internally evaluates your refund request and carries out an approval process. This process is usually very quick and takes on average one day.
In the second part, if your refund request is approved, we send the request to your card issuer, who will actually make the refund using your payment method.
This time varies depending on the payment method used:
- Credit card: in up to two invoices
- Prepaid credit card: within 30 days
- Debit card: within 30 days
- Pixel: on the same day
- Meal or food vouchers: within 48 hours
- iFood balance: on the same day
- iFood Benefits: on the same day
- Payment via Nubank app: within 3 days
Always remember to pay attention to your bank's app, as it will signal that the refund has been completed. The refund amount will be returned to the PIX card/key account that was used for payment. And here there is also a super important detail: you must wait the time previously informed for each payment method. Pay attention to the deadlines and procedures adopted by the card administrator.
Normally the refund on your bank app will appear as iFood, in bold, crossed out or a negative value, defining that the refund was made to your account
