If you used your own funds (personal credit/debit card or cash) to pay for a “Shop and Deliver” order, you must provide a clear and legible photo of the order receipt when asked to in the app checkout stage. The picture of the receipt must contain the following information:
Your reimbursement will be reviewed by a specialized team and be issued within the next 48 to 72 hours after the order has been completed.
We suggest you keep all pictures of the receipts for orders you have made for a minimum of 60 days in case of consolidation errors.
Important:
Remember that in “Shop and Deliver” orders in which you must pay with the Plus Card, you do not need to request a refund if you chose to pay with your own funds in the application. This channel is available to resolve issues that may be caused by a previous refund.
In any Shop & Deliver order, you must not split the payment for an order among multiple payment methods. If you do it in two showings, we cannot guarantee that you will receive a refund if necessary.
If you have an issue with a refund and would like to follow up or needs to send extra information required by a support agent, please share the following with us:
Note: remember you do not need to request a refund. This channel is available for follow up or issues you might have with a refund.