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Frequently Asked Questions (FAQs)

Top Questions | Ordering | How it works | My Account | Payment | Contact

Top Questions

Where is my foodpanda order?

Once you have placed your order with us, a request will be sent to the restaurants or vendors for them to prepare your order. They will do their level best to prepare and pack your order for our riders to pick and deliver it to your doorstep. However, heavy traffic, high volumes of orders, or any festive seasons could be contributing to delays of your order. Fret not, our friendly customer service is ready to serve you. You may visit our help center and look for assistance in locating your order. Alternatively, you can chat with the riders using the feature available at the ongoing order.

I have a voucher code. How can I use it?

Using voucher codes to enjoy our ongoing promotions are easy peasy!
  1. Step 1: Select the food/items that you wish to purchase and add them to the cart.
  2. Step 2: Tap 'View your cart' button. You are now viewing food/item in your cart. Scroll down and you will see 'Apply a voucher'.
  3. Step 3: You can see a space that you can enter or key in the voucher and click APPLY in order for the voucher to be reflected in your cart.
or

You can see list of vouchers that are applicable to your cart. You can also find vouchers that are expiring soon and not applicable vouchers. Another option is, you can use our 'Add a voucher' feature by accessing it at the homepage. You can tap on the left pane where you can see your account, the scroll down to 'Vouchers'. You will find ALL the vouchers available for you to utilise (T&Cs applies). You can tap the 'Add a voucher' button and key in vouchers from ongoing promotions or any vouchers from our partners. Then click 'Save'.
The voucher is now saved in your account and can be used upon checkout.

How do I contact foodpanda customer service?

Need help? You may access the help center through your app or web browser.
For mobile app, tap on the left pane and scroll down. Look for Help Center to find assistance according to the issue you are facing. Meanwhile for web browser, visit foodpanda.my and scroll to the bottom of the page. A window will pop up at the botttom of your right screen.

How do I contact foodpanda rider?

You can reach out to our rider through the in-App chat feature but only when the order has been assigned to the rider.
You can tap on the ongoing order and there and there is a button 'Chat with your rider'.
Please note that rider may not immediately responding as here at foodpanda we prioritise safety on the road.

Are there any discounts available at foodpanda right now?

Yes, we have ongoing campaigns from time to time. You may refer here for our ongoing campaigns.

Ordering

How to order online at foodpanda?

Order from your favourite restaurants or shops with just few taps and as easy as 1, 2, 3.
  1. Either on mobile app or website, you need to locate yourself first. Type in your address, street name, and postcode. Make sure the pin on the map is at the correct location.
  2. Once done, operating restaurants nearby you are ready to serve you. Tap on the restaurant and choose the item you would want to order. You can too, utilise the search bar by typing type of dish or name of the dish.
  3. Make sure that you enter the correct phone number so our rider can contact you upon arriving. Now sit back, relax and we will get your order to be delivered at your doorstep soon.

I need to cancel or change my order! How can I do this?

Ideally, we do not encourage any order to be cancelled or changed after order being placed, being accepted, as the restaurant or shops have started preparing for your order.
However, in any case of ongoing delivery, you may reach out to our customer service team via in app help center.

Do I have to create a foodpanda account to place an order?

Creating an account is not mandatory. You can order using our guest checkout without having to sign up. We make sure that ordering food online at foodpanda is quick and fuss-free. After placing your order, you will have the option of creating an account.

How long does it take for my food order to get delivered?

The speed of your delivery varies depending on restaurant choice and time of day. On top of that, it is also depending on the number of orders the restaurants or shops have to prepare and the distance from restaurants to your delivery address.
Estimation of the delivery timing is at the checkout, before you place the order. After placing an order more precise delivery time will be displayed for your reference.

What is Admin Fee / Service fee and why am I being charged such fee?

In order for us to serve you better, we have imposed an admin/service fee. This is cost that we are imposing to cover on costs such as maintaining our call center, delivery support, online platforms and other service delivery related areas.
This cost works to provide and improve the food ordering experience.

How is GST/SST charged on foodpanda?

Please note that Sales and Service Tax ("SST") was introduced on 1 September 2018 to replace Goods and Services Tax ("GST") in Malaysia. For your information, service tax is a consumption tax levied and charged on any taxable services (including digital services) provided in Malaysia by a registered person in carrying on his business. Service tax is a single-stage tax with a rate of 6%. Unlike GST system, there is no reverse charge mechanism and no input exemption mechanism under the SST system. For your information, foodpanda Malaysia is a Service Tax registered person and thus required to charge 6% SST on the taxable services. For your information, delivery fees are still not subject to Service Tax (pending the further announcement from Customs).
Hope the above clarifies the matter.

I'd like to order foodpanda for my friends or family. How do I do that?

You can now easily place an order for your family or friends. When you reach the checkout page, make sure to enter the correct name and address of the person you are ordering for. It is important to note that the delivery address and contact number must be accurate and the person must be reachable at that address or at least contactable, otherwise the order may be cancelled without refund.

How long does foodpanda take to process a refund?

Your refund will be based on your payment method. You may see the turnaround time for each payment method as below:
  • Online banking: Up to 14 working days

  • Cash on delivery: 2 to 7 working days
  • Boost: 1 to 7 working days
  • Debit card: Within 48 hours; total amount will be revised; After 48 hours, up to 14 working days
  • Credit card: Full refund: Within 48 hours (No charges), after 48 hours, 3 to 5 working days; Partial refund: Within 48 hours (Amount charged will be revised), after 48 hours, 3 to 5 working days

How it works

What is foodpanda?

foodpanda is an online food delivery company in Malaysia. It allows customers to order food from a variety of local restaurants through its website or mobile app. Customers can browse menus, place orders, and track delivery in real-time. foodpanda partners with a wide range of restaurants, including popular fast food chains, independent eateries, and local favourites. It is a convenient way for customers to enjoy their favourite meals without leaving their homes or offices.

What are your opening hours?

foodpanda Malaysia's operating hours may vary depending on the restaurant, but in general the restaurants that foodpanda partners with have their own operating hours. You can check the operating hours of the restaurant you want to order from on foodpanda's website or mobile app. You can place your order during the restaurant's operating hours, and the food will be delivered to you during the same hours. In some locations, foodpanda may offer delivery services after the restaurant closed, but it would depend on the restaurant's policy and the specific location.

How do I leave a review on foodpanda?

To leave a review on foodpanda, you can follow these steps:
  1. Log in to your foodpanda account on their website or mobile app
  2. Go to the "My Orders" section and select the order that you want to review
  3. Click on the "Leave a Review" button next to the order
  4. Rate your experience with the restaurant, the food and the delivery service
  5. Write a detailed review of your experience
  6. Submit your review
Please note that you have to have made an order to be able to leave a review. Also it's worth mentioning that the time frame you have to leave a review might be limited, usually it's within certain days after the order is delivered.

My Account

How do I change my password?

In order to reset your password, you will first need to navigate to the login screen. Once there, look for a button or link that says "Forgot?" and click on it. This will bring you to a page where you will be prompted to enter your email address. Once you have entered your email address and submitted the form, you will receive an email with detailed instructions on how to reset your password. It is important to be cautious when resetting your password, and to not share your password with anyone else. Also, it's worth mentioning that the customer care team of Foodpanda will never ask you for your password, so be aware of any suspicious requests.

What are the advantages of an account at foodpanda?

Creating an account with foodpanda provides you with a seamless ordering experience, and access to a range of benefits that make it easier for you to order and track your food. These benefits not only save you time and effort, but also provide peace of mind, knowing that you can access important information about your orders at any time.
  1. Saved Delivery Address: Creating an account with foodpanda allows you to save your delivery address, making it easier for you to place an order. With this feature, you can save your home, office, or any other frequently used address, so that you don’t have to enter the details every time you make a purchase. This not only saves you time, but it also eliminates the chance of making mistakes in the delivery address, ensuring that your food arrives at the right place.
  2. Order Tracking: With an account, you will be able to track your order on its whereabouts. You will receive updates on the status of your order, from the moment you place it until it is delivered to your door. You can keep an eye on your food’s journey, so you know exactly when to expect it, and also have peace of mind that your food is on the way.
  3. Proof of Delivery: You can refer to a particular order, to check on proof of delivery. This means that you can see the details of the delivery, such as the time, date, and location it was dropped off at. This feature is useful in cases where you need to verify the delivery for work purposes, or if you simply want to keep a record of your orders.
  4. Raise or Request for Help: If you encounter any issues with your order, you can raise a request for help. This can be done through the foodpanda account, and the support team will get back to you as soon as possible to assist you with your concern. This feature is convenient, as it allows you to get help quickly and easily, without having to search for a customer service or to send an email.

How can I create an account at foodpanda?

To create an account at foodpanda, follow these steps:
  1. Go to the foodpanda website or download the mobile app.
  2. Click on "Sign Up" or "Create Account".
  3. Fill in the required information such as name, email, password, and phone number.
  4. Verify your email address or phone number if prompted.
  5. Complete the registration process and start ordering food.

How to change the phone number registered on foodpanda?

To change the phone number registered with foodpanda, you will need to log into your account on their website or mobile app. Once you are logged in, follow these steps:
  1. Go to the "Account" or "Settings" section of the app/website
  2. Select "Edit Profile" or "Change Phone Number"
  3. Enter your new phone number in the designated field
  4. Confirm the change by entering a verification code that will be sent to your new phone number
  5. Save the changes
Note that this process may vary depending on the device and platform you are using. You might also consider contacting our friendly customer service for more specific and detailed instructions.

How can I remove a delivery address on foodpanda?

To remove a delivery address on foodpanda, you can follow these steps:
  1. Log in to your foodpanda account
  2. Go to the "My Account" section
  3. Select "Addresses"
  4. Find the address you want to remove and click on the "Delete" button next to it
  5. Confirm the deletion

Please note that the steps may vary depending on the device and operating system you are using, or the version of the foodpanda app you have installed.

How can I remove order history on foodpanda?

We are sorry as we are unable to do so. This feature is not applicable as order history will remain there in your account.

How can I delete my foodpanda account?

We are sorry to you see you go.
Please complete these steps:
1. Unsubscribe from your pandapro: To unsubscribe from your pandapro, you can follow these steps:
  1. Log in to your Foodpanda account
  2. Go to the "My Account" section
  3. Select "Pandapro"
  4. Look for the "Unsubscribe" or "Cancel Subscription" button and click on it
  5. Confirm the unsubscription process by following the prompts

2. Use up any remaining vouchers in your account:
  1. Before deleting your account, it is important to use any remaining vouchers in your account as they will be deleted along with the account and cannot be transferred to another account

3. To use your vouchers, you can:
  1. Log in to your Foodpanda account
  2. Go to the "My Account" section
  3. Select "Vouchers"
  4. Look for the available vouchers and use them while placing your order
4. To delete your account:
  • Open the side bar menu by tapping on the hamburger icon on the top left corner of the screen
  • Tap "Profile"
  • Tap "Delete my account"
  • A form will appear, asking you to provide a reason for why you're deleting your account and your email address for confirmation
  • Fill out the form and submit it.
  • foodpanda customer support team will contact you as soon as possible to confirm the deletion of your account

    • Please note that the steps and interface may vary depending on the device and operating system you are using, or the version of the foodpanda app you have installed
    Please note that once an account is deleted, it cannot be recovered and all the personal data associated with that account will be deleted as well.

    Payment

    How can I pay for my order?

    We offers a variety of payment methods for customers to choose from. These include:
    • Credit/debit card:
      Customers can use their Visa, MasterCard, or American Express card to make payments on foodpanda

    • Online banking:
      foodpanda supports various online banking options such as Maybank2U, CIMB Clicks, RHB Now and more

    • Cash on delivery:
      Customers can pay in cash upon delivery of their order

    • PayPal:
      PayPal offers safe and fast payment method for online purchases without disclosing your card information to the merchant

    How to pay my foodpanda order using online banking?

    To pay for your foodpanda order using online banking, you can follow these steps:
    • Log in to your foodpanda account and select the items you want to order.
    • Proceed to the checkout page, where you will be asked to select your delivery address and preferred payment method.
    • Select "Online banking" as your payment method.
    • Choose your bank from the list of supported banks, and click on the "Pay now" button.
    You will be redirected to your bank's website to complete the payment. Follow the prompts to log in to your online banking account and confirm the payment.
    Once the payment is successful, you will be redirected back to the foodpanda website and a confirmation of your order will be displayed.
    Please note that the steps and interface may vary depending on the device and operating system you are using, or the version of the foodpanda app you have installed.

    How to pay my foodpanda order using Touch n Go eWallet?

    To pay for your foodpanda order using Touch n Go eWallet, you can follow these steps:
    • Log in to your foodpanda account and select the items you want to order.
    • Proceed to the checkout page, where you will be asked to select your delivery address and preferred payment method.
    • Select "Touch n Go eWallet" as your payment method.
    • Enter your mobile number that is linked to Touch n Go eWallet.
    • Click on the "Pay now" button and a verification code will be sent to your mobile number.
    • Enter the verification code and confirm the payment.
    Once the payment is successful, you will be redirected back to the foodpanda website and a confirmation of your order will be displayed.
    Please note that the steps and interface may vary depending on the device and operating system you are using, or the version of the foodpanda app you have installed.
    Also, make sure you have enough funds in your Touch n Go eWallet account before making a payment, as insufficient funds may cause the transaction to fail.

    How to tip foodpanda rider?

    When using our app, you have the option to tip your rider directly through the app before finalising your order. Within the app, there is a dedicated section where you can conveniently select the tip amount that you would like to give to your rider.
    This feature is designed to provide an effortless tipping experience for customers. By offering the option to tip before checking out your order, you can easily show appreciation and support for the service provided by the foodpanda rider.

    How to change payment method on foodpanda?

    After placing an order, you will no longer be able to change your payment method. Nevertheless, we offer multiple payment options including online banking, credit/debit card, cash on delivery, Boost, and Touch n Go e-wallet. To streamline your checkout experience, we encourage you to save your card details.

    How can I remove my credit card on foodpanda?

    Log in to your foodpanda account, you can follow these steps:
    • Go to the "Payment" section
    • Select the credit card you want to remove
    • Click on "Delete"
    • Confirm the deletion
    Note: The exact steps may vary depending on the device you're using and the version of the foodpanda app. If you're having trouble removing your credit card, you can contact foodpanda customer support for assistance.

    Contact

    Are you restaurant owners?
    Do you want to reach out to thousands of customers in different neighbourhood? join foodpanda today. Click here and fill up your detail. Our team will be in touch with you soon.
    Are you already a partner?
    If you are part of foodpanda partners and have any questions, on your GoDroid device, you can either visit LiveChat to chat with our friendly partner care or you can also raise a request via our help center on the GoDroid device.
    Have a corporate inquiry?
    Do you want to order lunches for your employees or food for your corporate events? Drop us an email at corporates@foodpanda.my. Our team will be assisting you as soon as possible.
    Are you from the press?
    Do you want to write about foodpanda? Do you need pictures, logos or interviews? Feel free to email us at press@foodpanda.my
    Interested to be a foodpanda rider?
    Are you interested to become one of our riders? For more information on how to become foodpanda rider and to know more, visit here.