There are two solutions under the circumstance of customer not receiving the order.
1) Online payment
Once Merchants prepared the food and selected "Order Complete", Merchants will be able to charged "Order Cancellation Penalty" set by Merchants via Merchants Portal. However, we highly recommend Merchants to understand customer's situation by communicating through IM before cancelling customer's order, then they will not be charged for cancellation fee.
2) Offline payment
Merchants are required to contact the customer to understand and handle the situation directly. Yamimeal platform will not intervene any of the refund process. Therefore, Yamimeal highly recommends Merchants to utilize Online Payment method.
If you need further assistance, please feel free to submit your request to Yamimeal Care Team through our Help Center and we will contact you as soon as possible.