When checking your statement, did you identify an inappropriate charge on your card related to iFood? This could have happened for different reasons, and in some cases you can resolve it through the application itself.
iFood's CX (customer experience) team shows, step by step, how you can resolve three cases through the application itself — and what to do in other situations.
Double billing
The first step is to check your invoice to ensure that this amount has not been automatically refunded.
If this has not happened, you must open a ticket in the app so that the iFood customer service team can assist you.
- Open the iFood app;
- In the bottom bar, click on “Orders”;
- Find the order in question;
- Select “Help”;
- Click on “I have a problem with payment”;
- Find the situation “Amount was charged more than once” and open a ticket.
- Select “Help”;
- Click on “Frequently Asked Questions” or “Categories”
- Search for the reason “Payments”;
- Access “I was charged incorrectly”;
- Open a ticket.
It is worth remembering that, after the response from iFood representatives, the chat remains active for 24 hours and closes if no responses are received. Therefore, activate the app notifications on your cell phone and don't forget to respond to continue the service.
Cancellation not refunded
When an order is cancelled, you receive a refund through a chargeback and can follow the process through the app.
If you have already checked your bank account and saw that the amount has not been automatically refunded, check in the app when you will receive your money back.
- Open the iFood app;
- In the bottom bar, click on “Orders”;
- Find the order in question;
- Select “Help”;
- Click on “I didn’t receive my refund” and follow the dates and deadlines to receive your refund.
Card charge that was not made to your iFood account
If you identify, on the invoice, an inappropriate charge on your credit card related to a purchase that was not made on your iFood account, you will need to dispute the charge with the card administrator, who will initiate an investigation process.
In this process, the card administrator will contact the iFood fraud prevention sector. After providing the necessary clarifications, the card administrator will contact you.
This is the standard process for any situation in which you do not recognize a charge on your card or an undue debit on your account.
To preserve the safety of our customers, our system does not store debit and credit card data. Therefore, on iFood it is not possible to search by card number and which account the order was used for.
If you are receiving recurring billing from iFood Club in your account and you no longer want the automatic renewal plan, you can request cancellation.
How to cancel the iFood Club:
- Open the iFood app;
- In the bottom bar, click on “Profile”;
- Select “iFood Club”;
- Click on “Help” and then “Cancel my Club”.
One of the options is to cancel the club and request a refund within seven days from the date of subscription in the first month of subscription.
If your subscription has already entered the automatic renewal stage (from the eighth day of the first month), you can cancel in the same way. By doing this, this renewal will not be done the following month and you will be able to use the service until the end of its validity period.
