Support

Start with the order record.

OctoFood is self-service first. Look up your order, then choose the issue type below so the restaurant or OctoFood reviews the right information. No sign-in required for guests.

Look up your orderOpen customer app

Start here

Look up the order before choosing a support path.

The order record shows payment state, restaurant status, pickup PIN, and the right support route.

Lookup opens the customer app. OctoFood does not show private order details on the public website.

Choose the issue

Restaurant updates fulfillment status.

Order status or pickup PIN

See the current restaurant status, receipt, and pickup PIN. Restaurants update accepted, preparing, ready, completed, or cancelled.

Restaurant action.

Wrong or missing item

Item missing, the wrong item was packed, or food quality was off. The restaurant reviews fulfillment issues from the order record.

OctoFood reviews. Restaurant-caused reversals may be offset against payouts.

Refund request

Refund review depends on the cause. Restaurant-caused issues reduce restaurant economics under the merchant policy. OctoFood reviews payment-side refund requests.

Restaurant action.

Pickup issue

Restaurant closed early, pickup window missed, PIN not recognized, or other in-store handoff problem. The restaurant resolves pickup issues.

OctoFood action.

Payment issue

Charged twice, charged but no order, or payment status looks wrong. OctoFood reviews payment state from the order record.

OctoFood action.

Account or receipt issue

Need a receipt copy, account email change, or app sign-in problem. OctoFood handles account and receipt requests.

For restaurants.

Restaurant or menu hosting help

Restaurant teams can ask about approved menu hosting, pricing, onboarding, and payout policy.

What happens next

Order record opens first

Status, receipt, pickup PIN, payment state, and restaurant updates stay attached to the order.

The right owner reviews it

Restaurants review fulfillment and pickup issues. OctoFood reviews payment, receipt, and account issues.

Follow-up uses the same record

If a refund or correction is needed, the support path starts from the lookup record instead of a fresh email thread.

Expectations

OctoFood facilitates ordering and payment. Restaurants fulfill orders.

Who fulfills the order?
The restaurant. OctoFood facilitates ordering, payment, receipts, and tracking, while restaurants control menus, item availability, pickup timing, and dine-in service.
How are refunds handled?
Refund review depends on the cause. Restaurant-caused issues reduce restaurant economics under the merchant policy. Platform-caused payment issues are reviewed by OctoFood.
What about disputes and chargebacks?
Dispute amounts, chargeback fees, and non-returned payment costs are reviewed order by order. Restaurant-caused reversals may be offset against restaurant payouts.
Does OctoFood add customer platform fees?
No. Customers do not pay an OctoFood platform fee. Restaurants pay a transparent 6% platform fee on the full amount collected through Stripe.