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 that our buyers report.

To sort these out faster, we’ve built the Dashboard Issue Resolution feature -- an automated issue reporting tool that allows you to submit your order-related issues quickly and easily from your dashboard.

You can activate this feature by clicking on your order’s “I need help” link, as shown below:

FoodByUs_dashboard_I_need_help

NOTE: “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 report the following issues from your dashboard, when you click on the order’s “I need help” link:

FoodByUs_dashboard_I_need_help_issues

FoodByUs_dashboard_I_need_help_issues_dropdown

The issue you have	Refers to
“Item is of poor quality”	A poor-quality item
“Item is damaged”	A damaged item
“Item is not delivered”	An undelivered item
“Item weighs less/ more than what I ordered”	A missing item; or A random weight item
“I didn’t receive this order”	An entire order that was undelivered

To report similar issues you yourself might encounter:

Step 1: Launch your FoodByUs sign-in page.

Step 2: Enter your FoodByUs registered e-mail address and password, then click on SIGN IN.

FoodByUs_sign_in_page

Step 3: Find the order** you wish to report, then click on “I need help” to its right.

FoodByUs_dashboard_find_order_to_report

**The Order Reference SYD and MEL have since been changed to QLD, NSW or VIC.

Step 4: Find the specific product(s) which you wish to report.

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Step 5: To its right, click on the dropdown arrow under “The issue you have”.

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Then select the specific issue which best describes the item/ product you’d like to report, based on these descriptions.

Step 6: Click on “Attach photo” for poor-quality or damaged items, or "Add photo of product on scale" for random weight items, then upload one sharp photo of each item (ideally shot against a clutter-free background).

FoodByUs_report_issue_attach_photo_poor_quality_damaged_item

The example below indicates when a photo has been successfully uploaded:

FoodByUs_report_issue_photo_uploaded

Click on the “X” to its left if you’d like to delete the photo and replace it. JPEG or PNG photos may be uploaded.

Step 7: For undelivered and random weight items, indicate the actual amount or quantity delivered vs. what you had ordered.

FoodByUs_report_issue_random_weight_undelivered_example

Step 8: If your entire order didn’t arrive, click on “I did not receive this order”.

Step 9: When you’re ready to submit your report, click on "Submit Issue Report”.

FoodByUs_report_issue_submit_issue_report

Step 10: For wrong items, items placed in the wrong area, or other issues not listed in the dropdown options, contact us.

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NOTE: Issues may only be reported within 24 hours of your order’s delivery/ due date. So be sure to check all items as soon as your order arrives and promptly report any issue you encounter.

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.

If you try to report an issue past 24 hours, you won’t be able to; instead, you will receive this message:

FoodByUs_report_other_past_24_hours