Customers FAQs

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Account Settings

We are sorry to hear that you will be deactivating your account. You can send a ticket to Yamimeal Care team via https://help.yamimeal.com/support/ with the information below:

  • Full Name
  • Email Address
  • Contact Number
  • Restaurant Name
  • Restaurant Address

If you need further assistance for this request, please dial 844 844 YAMI to our Yamimeal Care team.

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If your account is unexpectedly locked or disabled, please contact Yamimeal support team via https://help.yamimeal.com/support/.
To ensure we can address your concerns as quickly as possible, please include the following information in your ticket submission:
• Full name
• Email address
• Phone number

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Payments

When Merchants enable offline payment, customers will able to complete their order by paying the Merchants offline. Before customers confirm their orders, customers can cancel the order without Merchants charging any of the cancellaton fee, as cancellation fee is only applicable towards the online payment method on Yamimeal Platform.

As offline payment will cause tradings between Merchants and Customers to proceed out of Yamimeal system, we highly recommend Merchants to enable online payment method to avoid any incidents to occur.

Category: Payments
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Merchants will have to fill an ACH Authorization Form and sign the agreement if Merchants want to update their direct deposit information. Merchants can send the ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

Category: Payments
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App Support

In the Yamimeal App, select the “Me” on the bottom right of the screen. Then, select “Help & Support”.
This will direct you to a support page where you can find answers to the most commonly asked questions.

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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Order Support

Adding or deleting items is not allowed after placing orders.

Before Merchants accept your order, cancelling order will not have any surcharges.
You can check your order and, if desired, click “Cancel all” to delete orders under the tab “Live Orders”.
After that you can choose your desired items and place the order again.

P/S: Once Merchants accepted the order, cancellation fee may be charged from cancelling the order.

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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Sorry. Yamimeal does not support changing in address after an order is placed.
Customers can negotiate their situations and demands with Merchants via IM.

P/S: Regarding the issue of changing the delivery address while being offline, Yamimeal does not guarantee the replaced address for the delivery will be the final destination for the order placed.

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There are 2 situations when you cancel your order.

  1. Before the merchant accepts your order, you can cancel your order without any surcharges .
    Please follow steps below for you to cancel your order

Step 1 : Click on “Oder” button

Step 2 : Find your order in “Live Order” tab.

Step 3 : Click “Cancell” on the order that you would like to cancel

Step 4 : Click on “Comfirm” to ensure that you need to cancel the order

  1. After the merchant has accepted your order, you may be charged for a penalty which is set by the merchant, ranging from 0~100% based on the order’s total amount. This is due to merchant will start preparing your order as soon as they accepted it.

If you have a unique situation requiring you to cancel the order, please contact the merchant directly through the in-app IM, they may cancel the order for you without any surcharges.

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You can check your orders by clicking “Order” at the bottom of Yamimeal Mobile App.

There are 3 statuses for the orders,

Live Orders
If the restaurant has not confirm your order, it will be shown as “Live Orders”

Completed
The orders that are completed will be shown as “Completed”

Cancelled
The orders that are cancelled will be shown as “Cancelled”

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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If you have not received your order, please utilize Yamimeal App’s IM tool to communicate with the restaurant. Customer will have a quicker and better understanding of the situation when communicating with the restaurant, leading to faster problem solving.

The procedure of using IM is stated below.

Step 1
Click “Order” at the bottom

Step 2
Click on the order you did not receive

Step 3
Click the message icon at the top right corner

Step 4
You can communicate with the restaurant using texts and images

Besides, you can send your request to Yamimeal Care Team via https://help.yamimeal.com/support/.
We will help to solve your request as soon as possible.

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Sorry, customers can only order from one restaurant in a same order.
You can order additional services at another restaurants in a different order while waiting for your food to arrive.

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Unfortunately, you cannot change your order after placing it.
The restaurant will be preparing the food as soon as they accept your order.
Please place another order if you would like to add the new items.

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Most of the restaurants will provide napkins, plastic ware or flatware, but some do not.
If you do require any of these items, please put it as a request in the Extra Instructions box to notify merchant to get them ready for you.

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Sure! You can order Yamimeal for your loved ones and give them a surprise.
Make sure to indicate the correct address, so that the merchant’s driver can send the order to the right location, or let them know the order number if they are picking up the order.

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Yamimeal platform does not provide delivery services.
These services are provided by Merchants, therefore the maximum distance of delivery is set by Merchants.

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There is no minimum order amount for pickup order.
If you make a delivery order, the merchant may set the minimum order amount for delivery, but it will be very for merchant setting.

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Normally, estimated time of arrival may vary depending on several reasons as below,

• The business of the restaurant will affect the delivery time of your order.
• Traffic conditions may delay delivery
• The quantity of your order, etc.

As the delivery will be fulfilled by the merchant, you can contact the merchant directly through the in-app IM, or give a call to the merchant. If this order has delayed your time, we would like to apologize to you and thank you for your understanding.

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You will see the estimated time for pickup or delivery shown in your order page of Yamimeal App.
Estimated time of arrival may vary depending on the number of orders placed as well as traffic conditions.

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Before confirming order, customers can state their allergies or other demands in the order requirement section. Other than that, customer can also let their allergies and demands be known by sending a message via IM to Merchants.

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Your order could be canceled under the circumstance where Merchants refused the order due to out of stock of stated items. In this case, you will receive a full refund while able to communicate with restaurant about the canceled order via IM.

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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Of course! You can place another order with the same/another restaurant while waiting for your order.
You can also pre-order with the restaurant stating when you will have your order delivered.
Besides that, you can change the address to your loved ones’ for the orders you made for them.

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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If customers do not have any ongoing orders, customers can add or modify the delivery address(es) via Yamimeal App.

Step 1
Log onto Yamimeal App, click “Account”

Step 2
Click “My Address” into address management’s web page

Step 3
Click “New” for adding new delivery address or
Click the edit sign on your address to modify the address

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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To provide a solution to your issue faster, we recommend the customer to check if the order is correct in advance.
If there is an issue, there are two solutions provided:

Solution 1
Step 1
Click on “Order”

Step 2
Click on “Completed”, search and click on the incorret order

Step 3
Click “Refund”, choose the incorrect item

Step 4
Click “Submit”, along with desired refund amount and remarks
P/S: If “others” is chosen, customers must fill remarks

Step 5
After confirming the refund amount, click on “Submit”

Customers can understand the situation and discuss with Merchants about the refund process:

Solution 2
Step 1
Click on “Order”

Step 2
Click on “Completed” , search and click on the incorrect order

Step 3
Click the Message Icon beside the restaurant’s name to communicate with the Merchant

If you need further assistance for this request, please send a ticket to Yamimeal customer care representatives via https://help.yamimeal.com/support/. We will try our best to help you as soon as possible.

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Delivery services are provided by Merchants, who will charge based on the differences in delivery area and delivery period.

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Other

Yamimeal will be launched in California, and will expand to provide services throughout the United States.

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