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We know how frustrating it can be when your order is marked as Delivered, but you haven’t received it. Don’t worry, here are clear steps you can take to resolve it.
Steps to check first
i. Contact your delivery partner
Use the chat or call function in the app to confirm the delivery location.
ii. Check proof of delivery
The delivery partner will send a photo in chat as proof of where the order was left.
iii. Verify with people around you
For office addresses, ask the receptionist.
For residences, check with the guardhouse or your neighbour.
What happens if you are unreachable?
If you are unavailable, unreachable, or do not respond, delivery partners will wait 10 minutes.
If you still cannot be reached, they are instructed to dispose of the food and mark the order as Delivered.
⚠️Note: You will still be charged the full order amount. For more details, refer to our Terms & Conditions.
Tips to prevent this issue
Please make sure that you have accurately pinned your location and it matches your address on the app's map during your ShopeeFood order checkout.
Provide specific landmarks (e.g., shop lot, building entrance) to help riders find you easily.
Stay contactable on the phone number provided in your order details when the order is out for delivery.
⚠️ Note:
If you are looking to report an undelivered order item, please refer to this article HERE.
If part of your food is missing or incomplete, you can request a refund. Please refer to this article HERE.
* ShopeeFood upholds strict service standards for our delivery partners to responsibly fulfill all accepted orders. If you report an undelivered item, we will conduct a thorough investigation. Should we find that the delivery partner violated our rules, appropriate action will be taken to address their behavior.