What to do if your iFood order arrives with a problem?

Know who you can contact if something isn't right when your food arrives
*Updated on 07/12/2023

iFood works daily to always deliver the best experience, but sometimes because there is a problem with the order. At these times, what to do? The CX (Customer Experience) team explains:

If you notice that something went wrong with your order or that something is missing, contact iFood customer service.

Find out how to do this below:

  1. Open the iFood app
  2. Click on “Orders”.
  3. Find the request in question and click on “Help”
  4. Then click on “I have a problem with my order”
  5. If the order has not been completed, click “Confirm delivery” in the image that will appear, as shown in the example below:

6. On the next page, click “I have a problem with my order” and find the situation (such as “Order came wrong” or “Order came incomplete”)


7. Now you must select which items came with problems or were missing and describe the situation in up to 1000 characters. And then send photos of the items, packaging and invoice.

At this point, it is very important that the description and sending of images are done as completely as possible, so that the store and iFood customer service can understand the problem correctly and decide on the solution assertively.


8. a Store You will receive notification of your request to have the opportunity to understand what happened and participate in decisions.

If the store does not respond within the time indicated on the screen, your request can be forwarded directly to iFood customer service by clicking on “Talk to iFood”. Or, if you do not agree with the solution offered by the store, you will have the option of speaking to iFood.

After this step, the iFood team will help you as quickly as possible.


It is worth remembering that the deadline for requesting a cancellation is up to 48 hours from the delivery of the order.

To learn more about other cancellation rules, read the Cancellation Policy for customers. And to follow the refund deadlines, read the matter we did on this topic.

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