Refund Request

WEB-Banner_Refund Request


As a merchant, you can cancel your customer orders on their behalf through your Merchant Mobile App.

  • Open the Orders module
  • Select the Action option on their order
  • Change the Status to Canceled

For GCash transactions, the refund process is seamless; when an order is canceled, the refund will be initiated automatically. 

For Grab Pay, Shopeepay, Maya and Credit Card transactions, the customer will automatically receive a refund after our daily transaction review at 10 pm.


We require the following information to be send to our email (

  • Customer Name
  • Customer Mobile Number
  • Order Placement: Let us know if the order was placed via the customer app, website, or GLife.
  • Amount Paid: Provide us with the total amount that the customer paid for the order, including any other costs (delivery fees, etc.).
  • Order Date and Time
  • Screenshot of Transaction: Kindly attach a screenshot of the customer’s transaction processed in any of your RUSH-powered customer channels.
  • GCash Reference Number: This can be found by opening the GCash App, selecting Transactions on the bottom menu, and selecting the transaction in question.
  • Order or Transaction ID
  • Mode of Payment: Let us know the mode of payment your customer used to pay for their order/s.
  • Reason for Refund: Kindly help us understand why your customer filed for a refund.

Once we have received all the required information, we’ll file your request with the GCash Support team. If the refund is approved, the full amount paid for the order will be refunded to the original mode of payment.


The amount will be reflected in your customer’s account once the refund process is complete. The refund process may take up to 10 business days, depending on the policies of the bank or financial institution.


Please take note that RUSH can only process a full refund, not partial refunds.


For refund related to your damaged or lost orders booked through Grab using your Merchant Mobile App:

Please send the incident report to your account specialist or to our email ( within 24 hours, and include the following information:

  • Grab Booking Code
  • GrabExpress Order ID
  • Date of the incident
  • Incident report/Summary of the incident
  • Photos of the damaged item/parcel
  • Screenshots of conversation between the merchant, delivery partner, or the customer (optional).

We will forward the information and process your request with Grab, whose Service Level Agreement (SLA) for investigation is within 10 business days.