CloudKitchens Refund Request

Page Contents:

• Overview
• CloudKitchens Reimbursement Policy
• How to Request Order Reimbursements from Delivery Platforms
  • Uber Eats / Postmates
  • Doordash
  • Grubhub
  • Otter
• Additional Resources for Troubleshooting and Support

Overview

This guide explains CloudKitchens reimbursement policies and how to request order reimbursements from delivery partners.

CloudKitchens Reimbursement Policy

Please follow the steps below to submit a Reimbursement Request to our support team.

Note: Reimbursement is not provided for loss of sales or vendor outages.

1. If an order is handed off incorrectly at the fault of CloudKitchens, please contact our Support team through our Support Form to request reimbursement. Please include the following information:

   1. Order ID

   2. Delivery Platform

   3. Brand Name

   4. Details of the Handoff Error

   5. Picture or digital file of the order receipt

2. Our team goes through all reimbursement requests monthly to approve them.

3. If your request is approved, a credit will be added to your account for 75% of the total order value (this should cover your food, packaging, and labor costs). You will receive an email from no-reply@otter.com letting you know the credit has been added to your account.

4. If you click on the invoice, you can view the Order ID for the reimbursement in the Memo section in the bottom right corner.

5. The account credits will be automatically applied on the next invoice issued to your account as “Credits”.

   1. Note: Credits cannot be applied to existing open invoices.

How to Request Order Reimbursements from Delivery Platforms

Uber Eats / Postmates

1. Contact UberEats Support Team at 833-275-3287
2. Make sure to have the phone number associated with your store along with the UberEats order number
3. Press 1 to be routed to their Restaurant Care Team, and then press 1 to report an issue for an ongoing order
4. Identify yourself and explain to the agent why the order needs to be reimbursed
5. Once the agent confirms your reimbursement, it is extremely important to ask for the case number associated with your request to follow up

Doordash

1. Contact DoorDash Support Team at 844-285-0248
2. Have the phone number associated with your store along with the DoorDash order number
3. Pick a language, press 1 to identify yourself as a restaurant, and then press 8 for all the other issues
4. Once the agent confirms your reimbursement, it is extremely important to ask for the case number associated with your request to follow up

Grubhub

1. Contact Grubhub Support Team via phone at 877-564-4192 or email grubhubforwork@grubhub.com
2. Make sure to have the phone number associated with your store along with the Grubhub order number
3. Identify yourself, the restaurant, and the reason for the call/email to the customer care agent
4. If this is a call, they will then transfer you to their Restaurant Care Team (as long as you call before 8:00PM PST)
5. Once the Grubhub agent confirms your reimbursement, it is extremely important to ask for the case number associated with your request to follow up

Otter

1. If an order is handed off incorrectly at the fault of CloudKitchens, please contact our Support team through our Support Form to request reimbursement. Please include the following information:
   1. Order ID
   2. Delivery Platform
   3. Brand Name
   4. Details of the Handoff Error
   5. Picture or digital file of the order receipt

Additional Resources for Troubleshooting and Support

• CloudKitchens Reimbursement Policy
• How to Request Order Reimbursements from Delivery Platforms

If you need additional help or information, you can contact support via the following:

• Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
• SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.