Yes. We will need the copy of receipt. If you've lost it, you may provide copy of order email confirmation (for our Online Delivery and Pick-Up orders) or screenshot of GCash payment confirmation text message.
Step-by-Step: What to Prepare
To ensure your refund request is processed smoothly, gather the following:
1. Proof of Payment
- Screenshot of your GCash transaction receipt
- Transaction reference number
- Date and time of payment
Tip: You can find this in your GCash app under Activity or Transaction History.
2. Order Details
- Jollibee order number (from the app or website)
- Items ordered
- Total amount paid
- Delivery address (if applicable)
3. Issue Description
- A clear explanation of what went wrong (e.g., “Order not delivered,” “Incorrect items received,” “Charged twice”)
- Any communication with Jollibee or the delivery partner (screenshots of chat or email, if available)
4. Contact Information
- Your full name
- Mobile number linked to GCash
- Email address (if required for follow-up)
Where to File the Refund Request
You can initiate your refund through either of the following:
- GCash Help Center: Visit and file a ticket under “Refunds and Disputes”
- Jollibee Customer Service: Reach out via their hotline or email, especially if the issue is with the food or delivery
Note: If the issue is payment-related (e.g., double charge), GCash is your best bet. If it’s order-related (e.g., missing items), Jollibee should handle it.
How Long Does It Take?
Refunds may take 3–7 business days, depending on the nature of the issue and the responsiveness of both parties. Keep your lines open for any follow-up questions.
Final Tips
- Act quickly—report the issue as soon as possible
- Be polite but firm in your communication
- Keep all screenshots and receipts until the refund is completed