"My food never arrived." "This is cold." "There was a hair in it." Refund requests are inevitable. How you handle them defines your brand's integrity—and your bottom line.

The "Trust but Verify" Approach

You don't want to be a pushover, but you don't want to be an interrogator.

• Missing Item: Check your "Marked Receipt" (see Blog 6). If you marked it, politely say, "Our records show it was packed, but we will refund it this one time."

• Cold Food: Check the driver tracking. If the driver took 10 minutes, the customer might have let it sit on the porch. If the driver took 50 minutes, it's your (or the driver's) fault.

Refund vs. Credit

Always offer store credit first. "I'm so sorry about the mistake. I can refund your card $15, OR I can put $25 credit on your account for next time."

• Why Credit Wins:

  1. It keeps the money in your ecosystem.

  2. It guarantees they order again (a second chance).

  3. Most customers prefer the higher value.

Blacklisting Bad Actors

Every restaurant has that customer. The one who complains every single time to get free food. Your software should track "Refund History." If a customer requests a refund on 3 consecutive orders, block them. Fire the customer. They are costing you more than they are worth.

The Dispute (Chargeback) Process

If a customer bypasses you and disputes the charge with their bank, you get hit with a fee ($15-$25). Fight these if you have proof. Submit the signed receipt, the delivery photo, and the GPS log. Payment processors often side with the restaurant if you have documentation.