​常見問題

Frequently Asked Questions

你對於foodpanda的所有疑問和解答都在此處!選擇以下分類,獲得解答!

All the answers to your foodpanda questions in one place. Select from the categories below to guide you to the answer you're looking for!

優惠及推廣 Marketing & Deals

我如何提高餐廳的業績表現?How can I boost my restaurant performance?


我們有許多不同的業績增長工具,可用來協助提高訂單量和增加收入! 優惠和折扣:餐廳可以選擇折扣、定額折扣或免運費來提升業績增長。 排名:優先位置及精心挑選位置可讓你的餐廳在你指定的版位上獲得更高曝光度。 愈高的曝光度將猜動更多的流量,自然會產生更多的訂單! PandaBox: PandaBox 是一個100%保證夥伴獲得新顧客及羸取舊顧客的工具。當顧客進入foodpanda應用程式,PandaBox優惠會向30日內,或未曾在你的餐廳下單的顧客彈出。 We have many different growth tools you can use to enjoy an uplift in orders and revenue! Deals and discounts: Restaurants can opt to have a % Discount, $ Discount, Free Delivery, as one of the best ways to boost growth. Rankings: Organic Placement and Premium Placement allow for your restaurant to gain more visibility across your designated polygon. More visibility leads to more sessions, more sessions leads to more orders! PandaBox: PandaBox is a 100% guranteed tool helps you win-back old customer and gain new customers. The PandaBox deals will pop up to customers who never order or haven't ordered in last 30 days from your restaurant once they visit our app.




我可以在哪裡報名參加推廣優惠? Where can I sign up for deals and promotions?


每月推廣活動﹕ 你可以在餐廳平台中的「推廣我的餐廳」選擇PandaPromo申請。你也可以在 夥伴支援表格選擇「推廣我的餐廳」,以參加下個月的平台推廣活動。 富主題性的市場推廣及最新大型宣傳活動﹕ 我們一直推出不同大型宣傳活動,為餐廳夥伴獲取更多推廣機會以增加營業額。定期查閱郵箱,不要錯過最新的宣傳! 平台排名及PandaBox﹕ 你可以在餐廳平台中的 「推廣我的餐廳」選擇PandaPicks 、PandaClicks及PandaBox來申請精心挑選位置、優先位置及PandaBox。 仍未有餐廳平台帳號或忘記密碼? 立即在 夥伴支援申請表格選擇「接單裝置、應用程式、餐廳平台」提出申請。 Monthly Deals: You can sign up for deals promotion via PandaPromo by selecting Growth Tool in Restaurant Portal. You can also register on our Partner Support Request Form by selecting "Deals & Promotions". Marketing campaigns and latest promotional activities: We continue to launch unique maketing campaigns to help boost your sales. Check your mailbox weekly and you can find out about our latest promotions available to sign up for! Ranking & Placement, PandaBox: You can book Organice Placement, Premium Placement and PandaBox whenever you want on your Restaurant Portal account. Haven't registered for Restaurant Portal yet, or forgot your password? Submit your Restaurant Portal request via our Partner Support Request Form by selecting "Device, App or Restaurant Portal Access".




當我的支出預算達到一定程度後,我可以停止我的推廣活動嗎?Can I stop my deal once the spending reach to certain level?


我們鼓勵所有餐廳夥伴至少參與一個月的交易。 當然,如果你有預算限制,請在登記參與推廣活動時評估活動的期限,並留意當中的優惠條款。 如果你由於其他原因要停止,可以透過聯繫我們並請求結束推廣活動。 We encourage all vendors to participate in a deal for a minimum of one month. However, if you have budget constraints, please try and assess the duration of the deal, when you commit to the promotion. If you want to stop the deal due to other circumstances, you can submit your request by selecting "Others" on the Partner Support Request Form and indicate you'd like the deal to end.




為什麼我的餐廳排在平台較低的位置?Why is my restaurant listed towards the bottom of the restaurants list?


餐廳排名是根據演算法而系統安排,當中影響因素包括﹕ 1)送遞時間 2)顧客評分 3)餐廳營運表現 有了更好的顧客評分,更短的送遞時間,以及更佳的營運表現,你的排名就會自然地移到較高的的位置。 如果你有興趣在平台上獲取更多的曝光率,也可以在餐廳平台的 「推廣我的餐廳」的PandaClicks 和 PandaPicks購買我們的優先位置及精心挑選位置服務。 The restaurant listing algorithm takes different data points into consideration including: 1. Delivery time 2. Customer rating 3. Operational performance With better ratings, shorter delivery times, and operational performance (little or no delays and vendor fails), your ranking will organically move to the top of the list. If you are interested in ranking exposure, you can also purchase our organic and premium placement via PandaClicks and PandaPicks growth tools in Restaurant Portal.




我需要多長時間設定或取消推廣優惠?How long does it take to set up a promotion deal or deactivate a deal?


一般來說我們收到你的請求後的5個工作天內。 Please expect it to be live within 5 working days of when we receive your request.




我如何設定自訂的優惠?How can I set up tailor-made offers to customers?


我們不建議合作夥伴提供自訂的優惠,因為自訂優惠不會出現在Carousel的列表中,以獲得最高的曝光率。 相反,我們每個月都會根據數據分析,提供一些推廣優惠給合作夥伴選擇參與,以確保當中的優惠選項可以為他們獲取最大的利潤。同時參與由我們提供的推廣優惠的餐廳會透過輪播方式在平台頂端出現。 如果你堅持提供定自訂的推廣優惠,則可以通過 夥伴支援申請表格的「其他」來設定優惠最少訂單消費金額和期限(最少1個月)。 We do not suggest our vendors to provide tailor-made offers because these offers will not be featured within our Carousel baskets and therefore will not maximize platform exposure. Instead, we provide suggested monthly deals for vendors to participate in - deals that help draw the most potential profit according to our data. Participating vendors will be featured at the top of the platform via Carousel. If you insist to offer a tailor-made deal, you can request via the Partner Support Request Form by selecting "Others". Please specify the offer, minimum order value and offer period (at least 1 month).




新餐廳標籤「NEW」的有效時間有多長?How long will the "NEW" joiner tag be valid for new restaurants?


這根據每個地區的新餐廳數目,標籤有效期為會1至3個月。 Depending on the volume of new restaurants in different delivery hubs throughout the city, it can be applied any where from 1-3 months.




從哪裏可以得知我在推廣活動或優惠上花費了多少?Where can I see how much I have spent on a promotion or deal?


帳單上的vendor discount (餐廳折扣)紀錄了餐廳花費在推廣優惠或折扣的總支出。 The "vendor discounts" column on your invoice records the total deal or discount spending that's been sponsored by your restaurant.




當我進行推廣優惠時,為什麼在平台上我的餐廳列表相片上沒有推廣優惠的標籤?Why is the deal tag not appearing on my listing image when my restaurant is offering a deal promotion?


如果你在參與推廣優惠時於平台上的列表相片看不到標籤,請於夥伴支援申請表格選擇「其他」聯繫我們,以獲取更多幫助。 If you cannot see the deal tag on your listing image while you are participating deals, please let us know via the Partner Support Request Form by selecting "Others" for further assistance.




收據上印有的送餐費和折扣是什麼意思?What is the discount / voucher code appearing up on my receipt?


foodpanda經常提供不同的優惠碼以吸引顧客下單。如果你未進行推廣優惠或折扣,你無需為其他由foodpanda進行的推廣承擔費用。 foodpanda always offers different voucher codes to drive more customers and orders to our partners. If you have not decided to launch a deal or discount, you will not be charged for the deal / discount / voucher.





平台上架 Onboarding

餐廳在foodpanda平台完成上架需要多長時間?How long does it take to get my restaurant onboarded and activated onto the foodpanda platform?


上架程序會在7個工作天內完成。 Our restaurant onboarding process can take up to 7 working days.




我可以跳過平台上架教學電話嗎?Can I skip the onboarding call session?


可以。為協助合作夥伴加快上架流程﹐我們提供快速上架服務﹐最快三個工作天內便可開始接單。 當你決定加盟foodpanda後﹐我們的業務拓展專員會向你確認是否願意使用此服務。確認後﹐我們的上架專員會在你的網上餐牌建立好後﹐透過WhatsApp發送上架須知及平台使用教學到你的登記電話。我們會在發送教學後的下一個工作天啟動你的帳戶﹐代表你可以正式開始接單。 Yes, you can. To speed up the onboarding process, we offer Express Onboarding service, which partners can accept orders within 3 business days. When you decide to join foodpanda, our Business Development Representative will confirm your preference on this service. Our Onboarding Specialist will send you onboarding guide to you via WhatsApp after your online menu is established. We will activate your account next day after Express Onboarding, which means you can start your foodpanda journey!





營業物資 Operational Supplies

如何獲得foodpanda紙袋?How can I request to order foodpanda paper bags?


自2020年4月20日起,餐廳可以透過夥伴支援申請表格以每盒$250購買紙袋。(最少訂購數量:1箱250個)。你可以在表格選擇「紙袋、機紙及貼紙供應」並填寫所需資料。 現時此安排不適用於foodpanda mall 夥伴。 Starting from 2 April 2020, restaurant vendors can order and purchase foodpanda paper bags at $250 per box (minimum order quantity: 1 box with 250 pcs) via our Partner Support Request Form. Select "I Need Help With: Paper Bag, Printer Roll Supply or Door Sticker request" and provide all necessary details.

Note that foodpandamall partners are excluded from this policy at this time.




我何時會收到紙袋和紙卷?When will I receive paper bags and printer rolls?


我們會在收到你的申請後7個工作天內運送餐廳物資到你的送貨地址。 We will deliver the restaurant supply materials to your shipping address within 7 working days of your request.




你們可以給我多些foodpanda貼紙嗎?我想在每張桌子上貼上貼紙。Can you send me more foodpanda stickers? I want to stick them on each of my restaurant tables.


目前只能為餐廳提供店門貼紙。若你需要店門貼紙,請透過夥伴支援申請表格中「紙袋、機紙及貼紙供應」申請。 Currently only door stickers are available for vendors. If you would like a door sticker, please submit your request via the Partner Support Request Form by selecting "I Need Help With: Paper Bag, Printer Roll Supply or Door Sticker request" and providing the amount of door stickers you'd like.





支援渠道 Support Channels

若我遇到即時訂單問題,我能如何聯絡foodpanda?How do I contact foodpanda if I encounter live order issues?


請您透過GoDroid接單程式的「即時對話」功能與我們的線上專員聯絡。這是一個24小時全年無休實時聊天室。 若「即時對話」功能沒有在goDroid接單程式裏顯示,您可以嘗試在「設定」轉換語言。轉換語言後,「即時對話」功能將會出現。 Please reach out to our live agents via "Help & Support" chat feature on the goDroid app. It is a 24/7 live chatroom where we will respond within seconds.

If the "Help & Support" feature is not displayed on your goDroid app, to troubleshoot, you can try shifting language within "Settings". The feature will appear once you shift back to your selected language.




對於即時及非即時的問題,我可以透過什麼渠道聯絡foodpanda? Where can I find support for live and non-live issues?


對於即時訂單問題,你可以通過接單裝置中的「即時對話」功能與夥伴支援人員進行對話。 我們隨時提供此24小時全天候的合作夥伴支援服務。 對於非即時問題,請透過 夥伴支援申請表格提交你的請求。我們會就技術問題及複雜個案與你通話或使用其他聯絡。 For live issues, you can request to speak to a Partner Service agent via Help & Support function on your dedicated device. This 24/7 partner support is always there to serve you. For non-live issues, we encourage you to submit any relevant requests via the Partner Support Request Form. For some technical and complex cases, we may call your registered phone number on foodpanda to serve you better.




為何對於非即時訂單問題,線上專員會引導我填寫餐廳申請表格?Why does the live Help & Support chat agent send me to the Partner Support Request Form for non-live issues?


因不同類型的請求會透過餐廳申請表格分類到不同團隊,我們希望以最有效率的速度處理你的請求,從而縮短人手處理的時間。 若你有任何關於餐牌、營業時間更新或推廣的要求,你可以到 餐廳平台自行管理。現在就登入餐廳平台體驗那些功能吧! 若你還沒有註冊,請在 夥伴支援申請表格中選擇「接單裝置、應用程式、餐廳平台」並告知我們。 餐廳平台: https://foodpanda.portal.restaurant/login As different types of requests will be handled by different teams through the Partner Support Request Form, we would like to expedite your request in the most efficient way to reduce manual handling time.
You are strongly encourged to use Restaurant Portal if you have any requests regarding menu, opening hour updates, or opting into promotions. Log in now and try the features today! If you have not yet registered, please let us know by selecting "I Need Help With: Device, App or Restaurant Portal Access" on the Partner Support Request Form.

To log into Restaurant Portal, visit: https://foodpanda.portal.restaurant/login




若遞交夥伴支援申請表格後沒有回應/更改,我應該怎樣做?If I do not receive a response or update after I submit a request on the Partner Support Request Form, what should I do?


請在foodpanda接單裝置內的「即時對話」功能中向我們的專員提出你的問題,並提供個案編號以便跟進。 Please escalate this issue by providing your case number to our Help & Support live chat agents on your dedicated foodpanda device.




如果我有任何投訴或問題,該找誰? How can I reach out to you if I have a complaint?


我們致力於改善你的使用體驗,你可以通過夥伴支援申請表格將你的反饋意見留給我們。 你的反饋對我們的服務非常重要。 在表格選擇相關類別後,我們會將你的問題回報給負責的團隊以進一步處理。 對於送遞員問題,選擇「店舖營運、送遞員問題或投訴」 對於其他問題,選擇「其他」 We are always putting our best efforts forward to improve your experience. We appreciate and value your feedback and take into consideration all comments provided. You can submit your feedback to us via our Partner Support Request Form.
Upon receiving your submission, we will report your issue to the responsible teams for further handling.

For rider complaints, you may select "Vendor Operations, Rider Issues & Complaints"
For all other complaints, select "Others" and provide all related details.




我可以在哪裏得到foodpanda的最新資訊?Where can I receive foodpanda updates?


我們有不同渠道提供最新資訊: 1) 電郵及每月通訊:我們的團隊會透過電郵公告及每月通訊告知您foodpanda的最新發展。如果你現時收不到有關電郵,請於夥伴支援申請表格的「其他」更新你的電郵地址。 2) Partner Hub! 在此網站,你可以發掘foodpanda最新機遇,以助你的業務獲得增長 3) WhatsApp 及SMS頻道﹕我們開啟了Whatsapp 及SMS,為你提供foodpanda的最新動態及營運提示。如果你未加入,你可以填寫此表格﹕ https://forms.gle/msG6W61jt6b6LJyx5 There are different sources to receive foodpanda updates and information:
1) Emails and Newsletters: Our team sends email announcements and monthly newsletters to your registered foodpanda email address informing you about all the new and exciting developments in foodpanda. If you are not currently receiving these emails, please let us know by submitting a request via our Partner Support Request Form, selecting "Others" and leave us a comment about updating your registered foodpanda email address.

2) Partner Hub: Within this Partner Hub website, you can find the latest updates from our company and opportunities on foodpanda which can help you to grow your business. You can also receive product feature or development updates here. Explore our Hub today! 3) WhatsApp & SMS Channels: We have launched Whatsapp & SMS communication channels bringing you instant foodpanda updates so you'll never miss out! If you'd like to receive our Whatsapp / SMS messages, please sign up via this opt-in form: https://forms.gle/msG6W61jt6b6LJyx5




為何我找不到由foodpanda發出的電郵? Why can't I find email in my inbox from foodpanda?


當中可能有幾個原因﹕ 1. 電郵被放在「促銷內容」而你未有發現。為避免此情況,請到「促銷內容」或「垃圾郵件」檢查,同時把foodpanda的電郵拖拉至「主要」郵箱,你便不過錯過我們的最新重要通知。 2. 我們發現你的電郵被退回 (我們未能成功發送訊息)。這可能是因為你的郵箱已滿、設有防火牆,郵箱服務公司封鎖我們的電郵或電郵已經不再有效等。我們鼓勵你向我們提供你更新的電郵。你可以透過夥伴支援申請表格的「其他」提交更新,我們會在系統進行更新。 There are a few reason you may not be receiving our emails: 1. Our emails may be landing in the inbox categorized as "Promotional" which you may not be aware of. To avoid this, please check to see if our emails are in your junk or promotional email folders and if they indeed are there, drag and drop the email into your Primary email folders to ensure you won't miss out. 2. The email we have sent you may have "bounced" (not successfully delivered to your inbox) due to your mailbox being full, inactive, denied due to a firewall, or your email server has blocked you from receiving emails from us. We welcome you to provide us with an updated, valid email address by submitting it to us via the Partner Support Request Form where we will update our systems accordingly.





退款 Refunds

如果顧客直接聯繫餐廳要求為他們的foodpanda訂單退款或投訴怎麼辦?What do we I when customers directly contact my restaurant for refunds or complain about their foodpanda order?


請指引顧客透過他們的app中內建的聊天功能聯繫foodpanda客服中心。 我們的客服專員將為他提供協助。 Please direct the customer to submit their refund requests or complaints through the foodpanda in-app live chat function. Our Customer Service agents will follow up on their individual cases and escalate to the relevant teams.




在甚麼情況下,foodpanda會向顧客退款?Under what circumstances will foodpanda provide a refund to customers?


對於 遺漏/錯誤的餐點,客服專員將會在與顧客實時聊天時為受影響餐點提供退款。 對於 餐點溢出,客服專員將與顧客實時聊天時要求顧客提供相片證明及為受影響餐點提供退款。 若整張訂單受影響,顧客則可以選擇全額退款或重新送遞。 如果核實錯誤由餐廳引起,客服專員將首先提供退款,而我們的客服團隊將會發送遺漏/錯誤餐點通知電郵予在我們平台上登記的帳單聯絡人 。若餐廳對於帳單款項有任何疑問,請透過 夥伴支援申請表格聯絡我們。 總括而言,對於遺漏/錯誤的餐點,多數餐廳需承擔費用。對於訂單錯誤,則會視乎是否送遞員的錯誤,而foodpanda會因此承擔費用。對於餐點溢出,則就每個個案而定,亦需要進一步調查。 詳情可以了解更多關於 foodpanda退款政策。 For missing / wrong item, Customer Service (CS) agents will provide a refund for affected items to the customer when he/she reports it via our in-app live chat feature. For spillages, our CS agents will ask for photo support and provide refund of affected items if neccessary. In case the entire order has been affected, customers are given the option of receiving a full refund or re-delivery. Upon verifying that the is caused by the restaurant, our CS agents will provide a refund to the customer and subsequently we will also send out a wastage email notification to your billing contact registered on foodpanda. However, if you have any doubts on the amount billed, please contact us via the Partner Support Request Form. In short, for missing/wrong item, it is typically the restaurant that bears the wastage costs. For wrong orders, where it is likely the rider who made a mistake, foodpanda will bear the wastage cost. For spillages, it depends on the case and further investigation is required. For further details, please refer to foodpanda Refund Policy.




若訂單延誤,我怎樣知道是我的責任還是送遞員的責任?How do I know whether the fault is on me or on the courier if the order is late?


當訂單傳送到店舖的接單裝置並發出響鬧時,送遞員預計提取時間便會顯示。我們建議店舖員工應在預計提取時間時/之前完成準備訂單。只要訂單在預計時間前準備好,訂單延誤的責任則不會落在店舖上。 The estimated pick-up time will appear when the order is sent to your device accompanied by the device ringing to notify you. It is always recommended that frontline staff should prepare the food on or before the estimated pick-up time. As long as it is prepared before the given pick-up time provided, fault will not be applied to the restaurant.




如果我肯定已給正確的餐點項目予送遞員,我如何為遺漏/提供錯誤餐點項目的個案提出異議?How can I contest a missing / wrong item case if I'm sure the correct item was given to the courier?


如果你遇上這情況,我們對此感到抱歉!請透過夥伴支援申請表格中的「其他」提交申請,並付上有爭議的訂單編號及詳情,以便跟進。 Apologies if this has occurred to you in the past. Please let us know by completing our Partner Support Request Form, selecting "I Need Help With: Others" and providing details related to your case. For our easy reference, please always provide us with the order code in question.




若顧客取消了正在準備的預訂訂單或已接受的即時訂單,食物/貨品成本會怎樣計算?What will happen to the food / product cost if the customer cancels a pre-order that my restaurant /shop has been preparing or an live order restaurant /shop has accepted?


若餐廳/店舖透過goDroid接單程式接受訂單而顧客取消,食物/貨品成本將會由foodpanda承擔。不過,若你的餐廳/店舖在接單裝置響起之前自行準備了落在即將到來的訂單,餐廳/店舖則要自行承擔成本。 對於在goDroid上顯示「即將到來」的訂單,我們建議你在裝置響起及訂單詳情彈出才開始準備。「即將到來」的顯示是為了讓餐廳/店舖有更好的營運安排。 foodpanda will bear the wastage cost if the order has accepted via goDroid app. However, if your restaurant/shop prepares order before the device rings or accepts the order on goDroid app when it came on the device, restaurant /shop has to bear the food cost on that. For upcoming orders shown on goDroid, we encourage you to prepare after the device rings and order pops up on goDroid. The feature of "upcoming orders" is mainly for you to manage your restaurant /shop opertation.




顧客投訴我的餐廳提供的食物不乾淨,而用餐後出現腹瀉。如何證明顧客因我們的訂單而發生相關問題?A customer has complained that my restaurant provided food that was spoiled and that after consumption, they experienced food poisoning effects. Is there any proof from the customer that his/her sickness is caused by our food?


我們會以最謹慎的態度處理食物中毒個案。 如有需要,我們將要求顧客提供醫生證明給我們以作參考。如果屬實,我們會視此次訂單「不成功」。 Food poisoning cases need to be treated with the utmost caution and care. We will ask the customer to provide doctor's certification to us for vendor's reference if neccessary. If it is proven valid, we will regard your order as "unsuccessful".





餐牌 Menus

我如何為我的foodpanda餐牌提出專業餐點攝影服務?How do I request a professional photoshoot for my foodpanda menu?


foodpanda與OCUS平台合作,該平台以優惠價格為合作夥伴提供專業拍攝服務,且能確保相片能符合foodpanda的相片規格! 要了解更多詳情及申請, 請按此 foodpanda is partnering with OCUS, a platform connecting our restaurants with professional photographers for photoshoot services at affordable rates. When partners use these services, we ensure that photos captured meet foodpanda's dish photo guidelines. Learn more and sign up here for dish level photoshoots via OCUS.




最快通知foodpanda有關餐牌問題的方法是什麼?What is the fastest way to flag a menu issue to foodpanda for follow up action?


餐廳平台的「餐牌管理」功能可以在讓餐廳自行更改餐牌。處理更新的進度視乎更新種類,而一般在2個工作天內會完成審批。 觀看更多「餐牌管理」的教學短片 The Menu Management feature on Restaurant Portal provides the ability for vendors to directly update their menus themselves. Depending on the type of menu update, it can be processed within 2 working days. Watch our Menu Management tutorial videos to learn more.




如何更新橫幅及列表相片? How can I update my banner and listing photos shown on foodpanda?


你可以透過餐廳平台「餐牌管理」中的「相片」更新你的橫幅及列表相片。當你上載自己的相片,請留意你需要依照我們的相片規格﹕ 照片檔案最低像素要求為 1440px x 1053px 最小像素要求﹕200KB 文檔﹕jpg 禁止使用水印、商標、組圖及文字 有關食物攝影的技巧及訣竅,請觀看教學短片 You can update your banner and listing photos yourself through the Photos in Menu Management feature on Restaurant Portal. When uploading your own banner/listing photos, please keep in mind the following guidelines that we will accept: Minimum Dimension: 1440px x1053px Minimum Size: 200kB File Type: jpg Watermarks, logos, text and collages are not allowed Watch the tutorial video of photo photograhpy tips to learn more.




我透過OCUS平台獲得專業餐點攝影後,如何可以取回相片?How can I retrieve my menu photos taken by your photoshoot partner OCUS?


如果你是經我們的合作夥伴OCUS來拍攝餐點相片,你可以透過夥伴支援表格選擇「其他」向我們申請。我們收到有關請求會為你跟進。 If you have had your dish photos taken by our partner OCUS, you may retrieve them by submitting a request via the Partner Support Request Form. Select "I Need Help With: Others" and indicate your request, our team will proceed accordingly.




如何可以同時查閱及更新不同的時段的餐牌?How can I preview and update different menus at the different timeslots?


你可以在餐廳平台上的「餐牌管理」查閱不同時段的餐牌並建立或更改當中的內容。 立即登入餐廳平台的「餐牌管理」發掘更多! 觀看更多「餐牌管理」的教學短片 You can view and update your menus offered during different periods via the Menu Management module within your Restaurant Portal account. Log in to Restaurant Portal and explore Menu Management today! Watch Menu Management tutorial videos to learn more.




上傳展示在平台的餐點照片有甚麼要求?What are the dish level photo guidelines that are accepted by foodpanda?


高質素的餐點相片可以助你展示你的美食,請留意你需要依照我們的相片規格﹕ 照片檔案最低像素要求為 1000px x 731px 最小像素要求﹕200KB 文檔﹕jpg 餐點置中,禁止使用水印、商標、組圖及文字 有關食物攝影的技巧及訣竅,請 觀看教學短片 另外,OCUS平台以優惠價格為合作夥伴提供專業拍攝服務,且能確保相片能符合foodpanda的相片規格! 了解更多及申請,請按此 We require high quality images to showcase your items on your menu. Below is the requirements: Minimum Dimension: 1000px x 731px Minimum Size: 200KB File Type: jpg Dishes should be centered. Watermarks, logos, text and collages are not allowed Watch the tutorial video of photo photograhpy tips to learn more. Alternatively, if you'd like to use our photoshoot parter OCUS to help capture beautiful photos of your menu items, you may learn more and sign up here.





營運 Operations

準備時間是什麼意思? What is my preparation time?


你的準備時間是指送遞員在到達你的餐廳之前,每個訂單所分配的準備食物時間。 Your preparation time is the amount of time allocated per order to prepare the food before our rider arrives for collection.




foodpanda如何計算我的準備時間?How does foodpanda calculate my preparation time?


你的準備時間是由複雜的算法計算得出的,該算法會評估在特定日期中完成你的訂單所需的時間。我們建議夥伴最好不要進行調整,而應讓系統學習你訂單完成所需的準備時間。 Your prepration time is calculated by a complex algorithm that assesses the amount of time needed to fulfil your order on that specific day at the specific time. It is the best not to adjust your prepration time and instead let the algorithm learn the time you need to fulfil an order.




預訂流程是怎樣的?如何運作? What is the pre-order flow? How does it work?


foodpanda的訂單最多可提前3天預訂。顧客可以在購物車結帳時設定預購送遞時間,此資訊將立即發送至接單裝置上,並顯示為「即將到來的訂單」- 但你在當下無法選擇接受/拒絕。訂單將在預購當天時間到時,於接單裝置會響起通知,屆時夥伴可以選擇接受/拒絕。 預購流程: 1.合作夥伴在其接單裝置的「即將到來的訂單」中接收到預購訂單,但是無法接受/拒絕下訂單 2.如果合作夥伴知道無法提供該筆訂單餐點,請透過「即時對話」功能與我們的夥伴支援人員聯絡,以便提前解決問題 3.如果沒有事先取消訂單,且訂單在第2天為即日到來訂單時,該筆訂單流程將如同即時訂單 4.合作夥伴將能像平時訂單一樣接受或拒絕 5.為了不讓顧客失望,夥伴應定時檢查「即將到來的訂單」部分,並在必要時取消訂單,以便於讓顧客不必等待3天即可得知該訂單無法完成。 foodpanda platform allows for pre-orders up to 3 days in advance. Customers can set a pre-order upon checkout when they finalize their order, which will immediately be sent to your device and be identified with ”upcoming orders” - there is no option to accept/decline them at this point, it is simply to notify you on when it needs to be prepared by. Then on the day of the delivery, the tablet will ring again when the time comes, where the vendor can accept/decline the order.

Flow of pre-order:
1. Vendor receives the pre-order on their tablet's "upcoming orders section", however there is no option to accept/reject the order placed.

2. If vendor knows they cannot offer it, reach out to our agent via "Help & Support" live chat function to resolve any potential operational issues that may occur.

3. If no cancellation is made beforehand, on the day of the order, the order process will mimic an ASAP order.

4. The restaurant will then be able to accept or reject it like a normal order.

5. In order not to disappoint the customer, the restaurant should check "Upcoming orders" section from time to time and cancel if necessary - this will prevent customers from waiting 2-3 days to learn their order will not be accepted.




為何在繁忙時間不能找到我的餐廳,或即使我仍在營業,但餐廳亦顯示為「暫時關閉」?Why can't I find my restaurant on the platform during peak hours or the restaurant appears as "temporarily closed" even though I am still open?


造成這種情況的原因如下: 1. 為避免訂單延誤以及確保良好訂餐體驗,我們會縮小平台上的送餐範圍,以確保遇到大量訂單時亦能準時送達。當送遞延誤時間減少並且訂單需求和送遞員供應達至平衡時,我們將會恢復原有送遞區域。 2. 當餐廳 持續沒有接受訂單,我們將把餐廳設置為「暫時關閉」以避免繼續拒絕顧客訂單。 3. 根據你的特別營業/休息時間 – 若你不確定當前的營業時間,你可以登入 餐廳平台並在「營業時間」更新。 There are some reasons that can cause this situation:
1. To avoid order delay and ensure a satisfactory customer experience, we will reduce delivery area parameters on our platform to guarantee food deliveries are on time when encountering overwhelming order volume. We will resume the delivery area when the delivery delay time has reduced and the order demand and rider supply reaches equilibrium.

2. When the vendor does not accept orders on a recurring basis, we will update the restaurant's status "temporarily closed" to avoid customers from being rejected by your restaurant. Therefore, if your restaurant is too busy to accept orders, please update your device status accordingly to help providea better customer ordering experience. 3. Upon your request for special opening / closing hours - If you are not sure your current opening hours, you can log in to your Restaurant Portal and update them on "Opening Hours".




為什麼我會收到來自foodpanda的自動語音通話?Why do I receive automated calls from foodpanda to my phone?


若你的接單裝置已關機或在營業時間內無法連接,我們的自動語音通話系統會提醒你。請確保你的接單裝置已開機,並使用4G網絡代替使用無線網絡 (Wi-Fi)。 If your device is switched off or the connectivity is weak during your operating hours, our automatic call system will alert you. Please make sure your device is switched on and 4G signal is used instead of Wi-Fi.




為何我的私人電話號碼經常接到foodpanda支援電話,而foodpanda不是直接致電到店舖?Why am I receiving foodpanda support calls to my personal phone instead of the store's phone number?


我們會根據你在foodpanda上登記的電話與你聯絡。 你的手提電話對於接收有關foodpanda最新資訊的SMS或其他訊息非常重要。 如果你要更新你的電話號碼,你可以於夥伴支援表格選擇「其他」以通知我們。 Upon your registration on foodpanda, we will input the contact number provided to our internal system. Your mobile number is important for receiving SMS or further messages regarding foodpanda latest updates from us If you would like to update the phone number registered to your foodpanda account, please visit our Partner Support Request Form and submit a request selecting "Others" providing details in the given space.




我可以拒絕預訂訂單嗎?Can I decline any pre-orders?


在GoDroid接單程式中,拒絕訂單按鈕並不適用於預訂訂單。若你未能接受該預訂訂單,請透過GoDroid接單程式的「即時對話」功能與我們的專員聯絡。 Decline button is not available for pre-orders on the goDroid app. Please contact our live agent via "Help & Support" feature on goDroid if you note that you cannot accept the pre-order.




我可以在哪裡找到我的店舖編號?Where can I find my vendor code?


你的接單裝置上顯示的訂單號碼首四個字或收據頂端的編號為你的餐廳編號。餐廳編號以英文字母開首。 Your vendor code is the first 4 digits of order code shown on your tablet or you may find that it is printed at the top of your foodpanda order receipts. Vendor codes start with english letter etc.




如果顧客致電我的餐廳並要求其他送貨服務,我該怎麼辦?If a customer calls my restaurant and asks for another delivery, what should I do?


請引導顧客透過他們的app / foodpanda頁面中內的客服中心聊天室與foodpanda聯繫。 我們的客服人員將為他們跟進。 Please direct the customer to foodpanda and proceed with the request through the foodpanda in-app / website live chat feature. Our Customer Service agent will assist in following up on the request.




我能如何安排休息日或調整營業時間?How can I arrange a day off or update my operating times?


你可以隨時在餐廳平台上的「營業時間」提交申請,你的營業時間會即時更新。 You may submit your request through the Opening Times feature in Restaurant Portal. These updates will be immediately reflected on foodpanda.




若顧客直接致電給我投訴,我應該怎樣處理?How should I manage a complaint from a foodpanda customer?


請你告知顧客透過foodpanda應用程式或網頁與客服中心聯絡,我們會為他們跟進。 Please direct the customer to report their complaint through the foodpanda in-app live chat function. Our Customer Service agent will assist with following up.




我可以在哪裡可以查看顧客的評論?Where I can review the customers' ratings and comments?


你可以通過 夥伴支援申請表格選擇「其他」,提出相關需求。 You can request your customers' ratings and comments by submitting a request via the Partner Support Request Form by selecting "Others" and providing related details to what you're looking for.




我可以提早得知將會有大額預訂的出現嗎?Will I be notified in advance when receiving a large pre-order?


針對大型預訂,當前的設置為至少有48小時的通知期,我們的派單團隊也會致電給你! 因此,請詳細提供可聯繫電話及方便聯繫時間。 With the current setup of our corporate business, for large pre-orders we will provide you with at least a 48-hour notice period where our friendly dispatch team will call and notify you. Please ensure the phone number we have registered to your foodpanda account is up to date and operating.




有什麼方法可以提高我在企業平台上的表現?Is there any way to boost my performance on the corporate platform?


企業客戶喜歡簡單和組合推廣活優惠。他們通常為團體訂購,因此大訂單的機會機會非常高。 因此,使用簡單照片等對於企業客戶理解餐牌會有很大幫助。如你想改善你的餐牌以吸引企業客戶,你可以透過夥伴支援申請表格與我們聯絡。 Corporate clients above all else love simplicity and combo deals. Many times they are ordering with their team so the chance of larger orders increases significantly. Simple things like clear photos and easily understood menus goes a long way. If you have any enquiries on improving your menu designs to attract large corporate orders, please reach out to us via the Partner Support Request Form by selecting "Others" and including details related to your request.




若餐點售罄,我應該怎樣做? How do I proceed if a product is unavailable?


若你準備接受顧客的訂單而接單裝置正在響,你應該: 1. 拒絕訂單並選擇「餐點售罄」為拒絕原因 若你已經接受訂單但發現你不能提供該餐點: 透過goDroid的「即時對話」功能與我們的線上專員聯絡,線上專員會跟據顧客下單時的選項從而告知你訂單可繼續進行或需要取消。如你曾聯絡顧客安排更換相同價值的餐點,請你聯繫「即時對話」的線上專員以更新帳單或取消訂單,通知我們於通單作替換食品備註可避免任何送遞後的糾紛。 請注意,若你同意更換更高價值的餐點,foodpanda不會承擔額外成本。 若顧客不願意更換餐點,請立即透過「即時對話」功能與線上專員以拒絕訂單。 若因長期缺貨而你希望停止供應某個餐點,請你: 1. 在goDroid接單程式裏點擊左上角三條白色線 2. 點擊「餐單狀態」 3. 選擇相關餐廳 (若你有多於一家餐廳連接在同一部平板電腦上) 4. 選擇相關項目分類 5. 點擊倒三角圖示,轉換庫存狀態至「暫停供應(今日)」或「停止供應」 拒絕訂單不單影響你的單次訂單收入但亦會大大減低顧客再次於你的餐廳下單的可能。為確保顧客能有一個良好的訂單體驗,請謹記定時更新餐點供應狀態,以免為我們的顧客帶來失望及不便。 If you are receiving a customer's order and the tablet is ringing, you could: Decline order with reason "product unavailable" If you have accepted the order but realised you cannot provide: Contact our live chat agents via “Help & Support” feature immediately, our agents will then advise you whether the order can be proceeded with partial item delivery or to be canceled. In case you contact the customer directly to offer a change of product with the same price, please also contact our agents to update the bill to avoid any disputes for post-delivery wrong items claimed by the customer.
Please note that foodpanda will not bear the extra cost if you agreed to provide a change of product with a higher price. If the customer does not accept your offer, please immediately contact our live agent via "Help & Support" feature to decline the order. If you want to deactivate a product because it is out of stock for long, please: 1. Click on the 3 white lines at the left top corner of GoDroid 2. Click "Menu availability" 3. Choose the related restaurant (If you have more than 1 restaurants linked to the same tablet) 4. Choose the item category 5. Click on the drop down icon, change the status to "Unavailable today" or "Unavailable indefinitely" Not only does declining an order cost you revenue loss but it also reduces the chance customers reordering from you again. In order to give customers a seamless experience, we encourage you to keep your menu as up-to-date as possible to minimize the disappointment brought to our customers.





帳單與款項 Invoice& Payment

如何更改銀行帳戶資料?How can I change my bank account details?


你需要填寫「帳單及銀行資料表格」。你可以透過夥伴支援申請表格的「帳單及銀行帳戶資料 > 更改銀行帳戶資料或聯絡人資料」中更新銀行帳戶資料。 To update your bank account details, you are required to complete an Invoice and Bank Detail Form. Please update the bank account details via the Partner Support Request Form by selecting "Payments, Billing or Account details" > "Change of Bank Details, Owner or Contact information" and proceeding with the necessary details.




為何我沒收過來自foodpanda的款項?Why haven't I received any payments from foodpanda?


夥伴銀行帳戶資料不正確是我們未能向你付款的主要原因。若你希望更新銀行帳戶資料,請透過夥伴支援申請表格的「帳單及銀行帳戶資料」中進行更新。 Unsuccessful vendor payments are primarily due to incorrect bank account details. If you would like to update your bank account information, please visit our Partner Support Request Form, select "Payments, Billing or Account details" and provide all details related to your request.




如何得知誰負擔被取消訂單的費用?How do I know who bears the cost for my cancelled orders?


你可以透過餐廳平台上的「報告」查看哪些訂單已完成,哪些訂單被取消。當下載報告後,您可以查看取消訂單的原因,以及由哪一方承擔費用。 You can track which orders have been fulfilled successfully and which were cancelled via "Reports" on your Restaurant Portal account. If you look further into the cancelled orders when you download the report, you will be able to assess the reasoning for this cancellation and who will bear the cost.




我如何得知訂單中有遺漏餐點或餐點錯誤而帳單有所修改?How will I know if there is a missing / wrong item reported for billing amendment?


如果你未有收到有關電郵通知,可能你的聯絡電郵不正確。有關以上方面的電郵通知會發送到帳單聯絡人的郵箱。因我們只會發送給一位收件人,若你有任何更改,請透過夥伴支援申請表格的「帳單及銀行帳戶資料」中提交申請。 If you have not received these notifications, your contact information may be out of date. Our wastage notification emails are sent to the billing contact email registered on our system. As we send this email to one contact only upon amendment, if you'd like to make an update to your contact information, kindly submit a request via the Partner Support Request Form, by selecting "Payments, Billing or Account details".




foodpanda可以在每週報告/退款個案電郵中新增更多收件人嗎?Can foodpanda add more receivers to the weekly report/ refund cases emails?


我們只會發送給一位已登記為帳單聯絡人的郵箱。若你的帳單聯絡人有所更改,請透過夥伴支援申請表格的「帳單及銀行帳戶資料> 更改銀行帳戶資料或聯絡人資料」中提交申請。 We will only send these reports and notifications to the one contact person who is registered as the billing contact. If your billing contact has been updated, please update the information in our system by submiting a request via the Partner Support Request Form and selecting "Change of Bank Details, Owner or Contact information".




我的帳單發出週期是多久? What is my billing cycle period?


你的帳單發出週期可以是每兩週一次或每月一次。 如果您需要更多有關此方面的了解或更改現時的帳單發出週期,請透過夥伴支援申請表格,選擇「帳單及銀行帳戶資料」並填上所需資料提出申請。 Your billing cycle can either be biweekly or monthly. If you need more information on this or would like to make a change to your current cycle, please reach out to us via the Partner Support Request Form, selecting "Payments, Billing or Account details" and providing details related to your request.





餐廳平台 Restaurant Portal

我能如何在餐廳平台上更改餐牌?How can I make menu changes on Restaurant Portal?


你可以在餐廳平台的餐牌管理功能更新你的餐牌。我們在2個工作天內處理並審核申請。了解當中的餐牌管理功能,你可以觀看我們的教學短片,或到餐廳平台的「幫助中心」,輕鬆掌握更改餐牌的步驟。 立即 登入 餐廳 平台的「餐牌管理」發掘更多! 觀看更多「餐牌管理」的教學短片 You can update your menu via the Menu Management module on Restaurant Portal. We will review and approve requested changes within 2 working days. To learn how to use this feature, please watch our Introduction to Menu Management YouTube tutorial or visit the University module on Restaurant Portal. Log in to Restaurant Portal and explore Menu Management today! Watch Menu Management tutorial videos to learn more.




我們可以為連鎖店平台開設多個帳戶,使他們只能登入某特定分店嗎?Can we open multiple Restaurant Portal account users for chain restaurants in which they can only access to particular outlets?


可以。但對於虛擬品牌,我們無法分開實體餐廳及其虛擬品牌的訪問權限,它們會在同一帳號瀏覽。 Yes, you can. However for virtual brands, we cannot separate the access for the actual restaurant and their virtual brands, they will always be viewed together.




報告會在餐廳平台上保存多久?How long will reports be stored in Restaurant Portal?


所有報告將會永久保存,直至另行通知。 All reports will be stored in Restaurant Portal, until further notice.




為何餐廳平台沒有像收據一樣顯示優惠折扣?Why doesn't Restaurant Portal show the vouchers discount that is shown on receipts?


折扣訂單將會在「訂單」中顯示,折扣價格將會辨識為「折扣/獎賞券」。 Orders with discount will be shown on "Orders" and the discount price will be identified as "Discount/Voucher".




新分店要多久才新增至連鎖店的餐廳平台帳號?When will the new outlet will be added to my chain Restaurant Portal view?


當你透過夥伴支援申請表格遞交申請,兩個工作天內將會完成。請在表格中選擇「接單裝置、應用程式、餐廳平台 > 新增其他分店至現有帳號」,並提供新分店的餐廳編號。 It takes up to 2 working days when vendors submit their request via the Partner Support Request Form. Please visit our form and select "Device, App or Restaurant Portal Access > Get access for additional outlets" providing your new outlet vendor code(s).





送遞員及送遞 Riders & Delivery

你可以將我餐廳的送餐範圍至某個特定區域嗎?Can you adjust my delivery radius to accommodate a specific area?


我們設置的送遞範圍考慮了最佳的送餐時間,因此我們不建議進行改動。以更短時間送達,你則可以在foodpanda平台上獲得更高的再次訂購率。 Our delivery distances/radius are set up in a way to achieve optimal delivery time and therefore we do not recommend updating them. The faster the delivery time, the higher the re-order rate you are able to achieve on foodpanda.




為何送遞員在提取時間前已經抵達店舖?Why does the rider arrive before the pick-up time?


當訂單發送到餐廳後,送遞員會儘快抵達餐廳/店舖,確保餐點以最短送遞時間送達至顧客。 Our riders will reach to your restaurant/shop as soon as possible after the order got sent to your device and ensure the delivery time is the shortest to the customers.




為何我的送遞區域與隔壁的餐廳不同?Why is my delivery area different from the restauarant next door?


考慮到送遞區域的地理位置及送遞時間,以及餐廳的地理位置,每家餐廳的送遞區域都會稍微不同。 Due to our geographic location of the vendor, the delivery area is slightly different as we take into account the geography of delivery hub and delivery time.




對於大額訂單,當中安排多少送遞員負責提取訂單?How many riders are assigned to a large order?


遇到大額訂單時,我們通常會聯絡餐廳/店舖確定訂單是否需要多於一名送遞員,我們會根據情況以作安排。 For large orders, our staff will typically reach out to the restaurant/shop first to confirm whether the order requires more than one rider, and if so, we would arrange so accordingly.




如果送遞員態度惡劣,我如何投訴向foodpanda作出投訴?How can I reach out to foodpanda to complain on a rider's rude attitude?


foodpanda一直聆聽合作夥伴的寶貴意見以提升我們的服務水平。若送遞員的態度或舉止不當,請你向我們報告。如有需要,該送遞員將被停職,我們亦會重新培訓該送遞員。 請你紀錄該送遞員負責的訂單編號號,以及在 夥伴支援申請表格中選擇「餐廳營運、車手問題及投訴」以該報告事件。 foodpanda always looks for opportunity to improve its service level. If the courier's attitude and manner are inappropriate, please report to us and we will put the courier on suspension and provide re-training to the courier.

Please record the order code which the courier is responsible for, and report via the Partner Support Request Form by selecting "Vendor Operations, Rider Issues & Complaints".




若送遞員沒有攜帶保溫袋,我該怎樣做?What to do if a courier is not carrying a thermal bag ?


為確保食物安全,我們要求送遞員每次送餐時攜帶保溫袋。若餐廳發現送遞員沒有攜帶保溫袋,則可以拒絕他/她提取食物。同時,請透過接單程式goDroid裏的「即時對話」功能與線上專員聯繫,並提供相關訂單號碼。我們將安排另一位送遞員送餐。 To ensure the food safety, we require all couriers to carry thermal bags for every delivery. If you find out the courier is not carrying a thermal bag, you can reject him/her from picking up the order. Meanwhile, please reach out to our live agent via "Help & Support" feature on goDroid immediately by providng the relevant order code. We will assign another courier to complete to delivery.