How do 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 developed the Dashboard Issue Resolution feature -- an automated issue reporting tool that allows you to submit your order-related issues straight to the supplier quickly and easily.

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


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:



Your order’s issue What it means

“Item is of poor quality”

  • Items the quality of which has deteriorated at the time of delivery

For example:

    • Overripe fruits and veg
    • Expired bread, cheese, milk, canned goods, other processed items
    • Moulds on food items (except blue cheese)
    • Foods or liquids the smell and taste of which have unpleasantly changed
    • Leafy veg that are wilted or have turned/ are turning yellow or brown

“Item is damaged”

  • Items that sustained physical defects, deformities or had been partially or completely destroyed

For example:

    • Dented cans
    • Deformed boxes/ cartons
    • Scraped-off icing on cakes or pastries
    • Squashed produce
    • Broken or leaking containers


“Item is not delivered”

  • An item or items that never arrived at your physical delivery address on the order’s delivery/ due date

“Item weighs less/ more than what I ordered”

“I didn’t receive this order”

  • The entire order was not undelivered
  • Orders (including all items thereof) that never arrived at your physical delivery address on the delivery/ due date

To report order-related issues:  

Step 1: Launch your FoodByUs sign-in page.

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


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


**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.


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


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).


The example below indicates 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. .JPEG or .PNG images may be uploaded

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



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.


Step 10:
For wrong items, items placed in the wrong area, or other issues not listed in the dropdown options, click on Contact Us to launch our contact info page and report your issue(s) to our Customer Service Team.


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

warning icon If you try to report an issue past 24 hours, the system will not allow you. Instead, this message will pop up: