How can I report an issue about my order?
It isn’t unusual to experience issues with your orders. Listed here are some common issues our buyers report.
TIP: Issues may only be reported within 24 hours of your order’s delivery/ due date.
Suppliers have 48 hours to review and to respond to your report.
You will hear back from us if the supplier disputes your issue(s); otherwise, you will be notified about the item(s)’ corresponding refund.
To sort these out faster, we’ve built the Issue Resolution Dashboard feature -- an automated tool that allows you to report your order-related issues straight to the supplier.
You can activate this feature by clicking on your order’s “I need help” link, as shown below:
“I need help” only applies to confirmed and back-dated orders. This feature is not available for pending orders.
What issues can I report?
You may refer to the following issues:
To report an issue:
Step 1: Sign in to your FoodByUs dashboard.
Step 2: Find the order you wish to report; click on “I need help” to its right.
Step 3: Find the specific product(s) with issues. Then under “The issue you have”, click on the dropdown arrow.
Based on these descriptions, select the specific issue which best describes the item/ product you’d like to report.
Step 4: For poor-quality, damaged, and random-weight items, click on “Attach photo” and upload one clear and sharp photo of each item that shows the issue you are experiencing (ideally shot against a clutter-free background).
The example below shows when a photo has been successfully uploaded:
Click on the “X” to its left if you’d like to delete the photo and replace it. Only JPEG or PNG photos are accepted.
Step 5: For undelivered and random-weight items, indicate the actual amount or quantity delivered vs. what you had ordered.
Step 6: When you’re ready to submit your report, click on "Submit Issue Report”.
Step 7: If you didn’t receive the delivery, click on “I didn’t receive this order”.
Remember: If you try to report an issue past 24 hours upon delivery, this message will pop up: