Panda Rewards and Customer Recovery Charge

Panda Rewards Overview

What is Panda Rewards?

foodpanda is happy to launch Panda Rewards, our new loyalty program starting on 1st October, 2020 , which will allow our restaurant partners to get great rewards and benefits for their amazing performance! It consists of: 

  • Our updated Customer Recovery Charge (CRC) scheme whereby we deduct a fee for every order a restaurant rejects

  • Our new Panda Rewards for which we will promote top performing restaurants (free of charge) on our app/website or give CRC discounts


How do I become a Gold restaurant?

Your restaurant category is based on your order rejection rate and restaurant delay rate (orders that are delayed for more than 5 minutes are considered as delayed) every two weeks.


If you reject 0% of your orders and are delayed on less than 2% of your orders, you will be a Gold restaurant. If you reject less than 3% of your orders and are delayed on between 2% and 7% of your orders, you will be a Silver restaurant. If you reject 3% or more of your orders and are delayed on 7% or more of your orders, you will be a Bronze restaurant.


How often is the Panda Rewards calculated?

Panda Rewards is calculated on the day you receive your invoice and is based on your rejection rate and delay rate from the previous two weeks. If you receive your invoice on Wednesday and you are told that you are a Gold restaurant, we will not deduct CRC and we will promote free of charge your restaurant on our app and website. On the other hand, if you are a Bronze or Silver restaurant, we will deduct CRC on every order you rejected in the previous two weeks.


How will you promote my restaurant on your app and website ?

We will boost your outlet, free of charge, under the section “all restaurants” (see below) on our app and website. Essentially your restaurant will rank higher than it usually does which means more orders for you! 

Are there any other Panda Rewards? 

Silver restaurants will get a discount off the CRC. This means that if you fall under the Silver category from the 1st to 15th of the month, you will receive a discount on the CRC deducted on your invoice received on the 15th of the month.


How will I know my restaurant category?

We will send you an email and a message on your tablet every two weeks with your restaurant category as well as your potential reward. The CRC is also visible on your invoice (see below “2. Customer Recovery Charge (CRC)”).

Customer Recovery Charge (CRC)

When will foodpanda apply a customer recovery charge?

CRC will be deducted for every order rejected by your restaurant to compensate foodpanda for the associated incurred costs (customer vouchers, rider payments, loss of customer). Don’t worry, we will only consider rejected orders which are fully in your control. If it is an issue that is out of your restaurant’s control, we would not take it into consideration.


CRC will not be deducted for delayed orders.


Below are the situations we would deduct a CRC and what you can do to prevent them from occurring:

How will this be shown on the invoice? 

Your invoice will include an additional section with the details of the orders that had issues, as well as the CRC amount for these orders. This section will only be shown if you incurred any CRC, thus, if you did not incur any CRC, your invoice will not have an additional section, and no charges will be applied. 

For the cases where you incurred CRC, the total fee amount will be deducted from the payment amount for that given invoice.

Example of an invoice with applicable fees

When will the Customer Recovery Charge be applicable?

To give you time to train your staff and address your operational problems, we will have a period in which the CRC will be shown on your invoice but you will not be charged this amount. From 1st October 2020 onwards, all fees shown on the invoice will be deducted from your payments.


Awareness Period  

Invoices for 1st - 15th September 2020, and 16th - 30th September 2020,

  • Invoice will show the fees; however, these will not be charged. This period will allow you to train your staff and prevent future charges.

Applicable Fees Period 

Invoices from 1st October 2020 onwards,

  • Invoice will show the fees; charges will be deducted accordingly. 

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