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.
Support
Start with the order record.
OctoFood is self-service first. Look up your order, then follow the guidance below for your issue type. No sign-in required for guests.
Choose the issue
Restaurant action.
Wrong or missing item
Item missing, the wrong item was packed, or food quality was off. Look up your order for the receipt and pickup PIN, then flag it with restaurant staff using the order number.
Reviewed case by case. Restaurant-caused reversals may be offset against payouts.
Refund request
Refund review depends on the cause. Restaurant-caused issues follow the merchant refund policy; payment-side issues are reviewed by OctoFood. Look up your order to have the record ready.
Restaurant action.
Pickup issue
Restaurant closed early, pickup window missed, PIN not recognized, or another in-store handoff problem. Look up your order for the pickup PIN and flag it with restaurant staff using the order number.
Reviewed case by case.
Payment issue
Charged twice, charged but no order, or payment status looks wrong. Look up your order to check the payment record.
Self-service from the order record.
Account or receipt issue
Need a receipt copy? Look up your order — the receipt is attached to the record. For account or sign-in help, use the ordering app.
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.
Use the order number
Fulfillment and pickup issues get flagged to restaurant staff using the order number. Payment and refund questions follow the review noted for that issue above.
One record, not a fresh thread
Status, receipt, and pickup PIN all live on the same order record, so you have what you need in one place instead of re-explaining the order elsewhere.
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, and pickup timing.
- 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 5% all-in — standard card processing plus OctoFood’s platform fee together — on the full amount collected through Stripe.