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SINGAPORE: Tipping is voluntary and not a requirement for a delivery to be completed, Grab Singapore said on Tuesday (May 5), following local reports of a delivery rider threatening to cancel an order if a tip was not provided.<\/p>\n
“Tipping on Grab is entirely voluntary, and customers should never feel pressured to tip,\u201d said the delivery platform in response to CNA queries.<\/p>\n
\u201cIt is not a condition for a delivery to be completed, and our partners are expected to fulfil orders professionally regardless of whether a tip is provided.\u201d<\/p>\n
It added that customers who encounter such situations may report them through the Grab app Help Centre.<\/p>\n
Grab\u2019s comments came after local Chinese news outlet Shin Min Daily News reported that a delivery rider had asked a customer who placed a KFC order worth over S$133 (US$104) for a S$10 tip, saying the delivery was too large.<\/p>\n
The rider had reportedly said he would cancel the order if the tip was not given. The S$10 was subsequently paid.<\/p>\n
Grab said it is \u201cfollowing up with the delivery-partner to better understand what happened and to ensure they are supported in handling large orders appropriately\u201d.<\/p>\n
The company added that it understands that handling large and bulky orders can be \u201cchallenging\u201d for many of its delivery partners.<\/p>\n
\u201cWe have introduced features such as \u2018Split Order\u2019, which allow partners to request additional support for larger orders, at no extra cost to the customer or impact on their earnings,\u201d said Grab.<\/p>\n
It added that the company will continue to expand its capabilities and improve its backend systems to better detect large or complex orders early, so that additional delivery partners can be activated ahead of pickup where needed.<\/p>\n<\/div>\n