I am Customer
FAQ
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How to change payment password?
Operating Procedures: Account > Setting> Payment Setting > Change Payment Password To change your payment password, you can follow the steps below: Step 1 Open APP, click "Account" on the bar below to proceed, followed by "Setting > Payment setting > Change payment password" （Swipe left to view←←） Step 2 1. With payment password （1）If you hava a payment password, enter the original password before entering a new password to complete the changes 2. Without payment password （1）If you have forgot your payment password, click "Forgot password?" and you will be required to verify your registered phone number. Yesmeal will s...
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How do I change my delivery address?
If Customers do not have any ongoing orders, Customers can add or modify the delivery address(es) on App. Step 1Open App, and click "Account" Step 2Click "My Address" into address management's interface Step 3Click "New" for adding new delivery address or click the edit sign on your address to modify the address Step 4Confirm the address and other details, then click "Save" and it's done If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How do I cancel my order?
There are 2 situations if you want to cancel your order. 1. Before the Merchant accepts your order, you can cancel your order without any surcharges. Please follow steps below for you to cancel your order: Step 1 At the main interface of APP, click "Account" and followed by "Live Order" Step 2 Find the order that you want to cancel and click "Modify" on it Step 3 "Tick" on the order that you would like to cancel and click on "Confirm" to ensure that you need to cancel the order Step 4 Click "Cancel Item(s)" to complete the cancellation 2. After the Merchant has accepted your order, you may be charged a penalty fee w...
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How do I request for a refund?
If you want to request a refund for your order, please follow the steps below: Step 1In the main interface of the APP, click on "Account" Step 2Click on "PAST ORDERS" and search for the order that needs to refund Step 3Review the order and click "Refund" Step 4Click on the item to refund and click "Next" Step 5Select the reason, enter a description, upload the image and the percentage of the refund, then click "Submit" Step 6Your request is now submitted and pending to be proceed Note: You can also apply for a refund by clicking Yesy. If you need further assistance, please feel free to submit your request to Custome...
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Why can't I use the coupon on the checkout page?
If the coupon cannot be used on the checkout page, it means that the order does not meet the conditions for using the coupon. You can refer to the following steps to check the coupon usage conditions Step 1On the main interface of the APP, click "Account" in the lower right corner Step 2 Click "Coupons" Step 3 Select the corresponding store and click "Coupon" Step 4 After selecting the corresponding store, click "Details" to view the usage rules If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Can I use coupons for adding orders?
Adding orders are mainly divided into the following three situations: 1) The original order has already used the full discount coupon, and additional order can no longer use the coupon 2) The original order has already used the discount coupon, and the additional order can enjoy the same discount 3) The original order does not meet the conditions of using the coupon, and the conditions is met after the additional order then the coupon can be used for deduction. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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My Account
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How to change APP's Language?
Operating Procedures: Account > Language Follow this guide to change your language setting: Step 1 Open APP, click on "Account" and followed by "Language" Step 2 Choose your preferred language If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to delete account?
Effects of deleting an account:Once the account is deleted, your personal information, order information, account assets, and other related data in the account cannot be recovered. Please operate with caution. Operating Procedures: Account > Setting > Delete account Follow this guide to delete your account: Step 1 On the main interface of APP, click "Account" followed by "Setting" Step 2 Click "Delete Account" Step 3 Read the terms and click "Delete now" Step 4 Read all the terms before ticking "Agreed of <Terms of Deleting Yesmeal Account>" followed by "Next" Step 5 Select the reason of deleting account and cli...
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When is payment verification required？
There are two scenarios that require payment verification: Scenario 1 When you place an order in a store for the first time while paying with a credit card, payment verification will be turned on by default. For the first verification, you will need to verify the existing Face ID / Touch ID, and set a 4-digit payment password for your account's payment verification. Scenario 2 If you have turned on the option "Verification required for each payment" at Yesmeal APP Account > Setting > Payment Setting, every order you place will be requiring the 4-digit payment password or your verification via Face ID / Touch ID, to complete t...
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How many Yesmeal accounts can be linked to the same phone number?
There are currently no restrictions, so the same phone number can be linked to multiple Yesmeal accounts at the same time. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to unlink or change WeChat/ Facebook/ Google/ Apple account phone binding?
Currently, customers are unable to unlink or change their linked phones by themselves. Please submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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After merging the accounts, will my account rights and information still exist?
After the accounts are merged, all your account rights, order information, rewards, etc. will be synchronized to the main account you selected which you can login to using the previous method. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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My Order
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How to adjust Tips of the order?
Operating Procedures: Orders > Past Order > Edit Tips > Save Follow this guide to adjust the tips of the order: Step 1 In the main interface of APP, click "Account" located below then select "Live Order" Step 2 Search for the order that the tip amount paid to the merchant needs to be changed. Click to enter "Order Details" Step 3 At the bottom of the "Order Details" page, click "Edit Tips" Step 4 Key in the amount to modify, then click "Save"Note: Customers can adjust the tip amount paid to the merchant within 1 hour after completing the order payment, but it cannot be increased If you need further assistance, pleas...
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How to Add Tips to the order ?
If you would like to add Tips, please follow the steps below: Step 1 Purchase on the main interface of the APP Step 2 After choosing the items you desire, click "Checkout" Step 3 Scroll down till you see "Tips" Step 4 Choose the amount you would like to tip, or you can enter the amount of tip by clicking on "Other", click on "Save" to proceed Step 5 Remember to check your order summary's details, click on "Place Order" after confirming the details and your order will be placed. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact...
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How to make an order for Drive-Thru pickup?
As part of Yesmeal effort to practice safeness and convenience for our Customers. We've gone the extra mile to safeguard our customer health and conveniences, Our Merchants are now offering a new feature in fast food industry. Introducing the contactless drive-thru pick up option - an easy way to minimize direct contact with public and time of waiting the delivery at home. If you want to place Drive-thru Pickup Order, you may follow the steps below Step 1 Confirm on the products and click "Checkout" to proceed Step 2Click "Pickup" and select "Curbside Pickup Only" Step 3Fill in "License Plate" and "Phone" Step 4 Select your d...
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How do I request an order receipt?
You can refer to the following steps to request an order receipt Step 1 After the order is completed for 24 hours, on the menu bar at the bottom click "Me - My Order" to enter said interface, click on the selected order to enter order details, and then click on"Send Receipt" at the bottom Step 2 Confirm the email address before clicking "Send" for your receipt to be sent to your email If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to purchase presell items?
Operating procedures: Enter the store > Presell > Checkout Follow this guide to buy presell item(s): Step 1 Enter the store and select presell item(s) "Delivery from 07/27" represents the earliest date the current item is available for delivery, click "Presell" to add the product to your cart Step 2 View your cart and proceed to checkout Step 3 As the order contains presell item(s) and regular item(s), the system may distribute them into multiple orders for you, therefore confirmation is advised. You can select "The soonest" or "Min. Deliveries" to adjust your orders' delivery time【1】, or click on the time indicated to mo...
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How to add-on an order to an existing order?
Operating Procedures: Main interface > Orders > Live Orders > Merchant > Checkout > Place Order Follow this guide to add-on order: Step 1 At the main interface of the APP, click "Account" and followed by "Live Order" Step 2 Click on the merchant's name if you have an incomplete order with the merchant*Order needs to be in Accepted or Preparing status Step 3 Select your item(s), then click "Checkout" to proceed Step 4 If the current order can be added to your existing order, there will be a pop-up message, and click on it Step 5 Select the unshipped order for the item(s) to be added on Step 6 Click "Confirm" to a...
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Pickup In-Store price-match
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How does Yesmeal In-Store Price-match Guarantee work?
If you order product from a Yesmeal pick up store and find that the original price (dine-in price) of the product from the restaurants is lower than the original price of the identical product at the identical online store, please contact customer service with a proof of the lower price, we’ll price match and refund the price difference. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Which products are price matched by the In-Store Price-match Guarantee of Yesmeal ?
All pick up products from a restaurant on Yesmeal are covered by In-Store price-match Guarantee, and will be subject price match. The products must be identical, including stores, ingredients, cooking methods, and there’s inventory available, we reserve the right to review the authorization. Regarding products and other activities covered by In-Store price-match Guarantee, the pick up restaurant and other terms must be identical If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Which products and services are not covered by In-Store Price-match Guarantee program?
We price-match the original price of a restaurant that has launched an online store at Yesmeal, and joined our In-Store price-match Guarantee program. We don’t price match our competitors or our own local/special events (e.g., grand opening, anniversary, clearance, timed sales or liquidation sales, “Black Friday” or “Cyber Monday” sales). The following products and services are excluded from our In-Store price-match Guarantee: Tech Services; Marketing Services; Third-Party Competitor APPs’ discount products; promotional products; taxes and tips. If you need further assistance, please feel free to submit your request to Customer...
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Is there a quantity limit to price match products covered by In-Store Price-match Guarantee program?
Quantities of products covered by the In-Store price-match Guarantee are not limited, and the time of price match is not limited either. But each time we only price match the single price of a single customer’s single pick-up product. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How do Yesmeal coupons and discounts affect the prices of Yesmeal products covered by In-Store Price-match Guarantee program?
When calculating a price match, we’ll match Yesmeal price with the original price (excluding coupons and discounts) of an identical product from the third-party seller. If the original price of the product at the restaurant is lower than that of the identical product on Yesmeal, we’ll refund the difference. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to refund the difference when I noticed a price difference in In-Store Price-match Guarantee program?
To rebate the difference, we’ll use “Price Difference of Single Product * Ordered Products - Deducted Discounts”, and we’ll deduct coupons and discounts (instant, storewide or first purchase) used in order to get the net price. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Delivery, Pick up and Drive Thru Service
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How much is the delivery fee?
Based on delivery distance, the order delivery service is provided by the restaurant/merchant themselves, and the delivery fee standard will be set according to individual areas. The system prompt during the order is the standard. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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What is the maximum distance of Yesmeal?
Yesmeal platform does not provide delivery services. These services are provided by Merchants, therefore the maximum distance of delivery is set by Merchants. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Where can I add Delivery notes?
If you want to add Delivery Notes, please follow the steps as below: Step 1 Purchase on the main interface of the APP Step 2 After choosing the items you desire, click "View Cart" Step 3 Check your cart for the items you have selected and click "Checkout" Step 4 Scroll down and click "Add note" Step 5 Fill in your request and click "Confirm" Step 6After confirming your order summary's details, click on "Place Order" If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Why am I unable to input my address ?
If you received an error message about the Address issue as below, here are the alternate way for customer to make an order : When placing the order, kindly choose a landmark that nearby to your location and use the location as your address. Furthermore, please leave your actual address and phone number at the delivery notes for the delivery team to contact you when they attempt to make a delivery. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Pricing, Payment and Refund
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How long does it take for points to be refunded to my account after canceling an order or item(s)?
When you cancel an order, the points used for said order will be returned to your account within 25 hours after the cancelation. When you partially cancel item(s) in an order, the points used for the item(s) will be returned to your account within 25 hours after the order is completed. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Can coupons be used with merchant points and discounts?
If the conditions are met, the coupon can be used in combination with merchant points and discounts. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Is the coupon deductible for taxes and delivery fees ?
Coupons can not be used to offset taxes or delivery fees, they can only offset the amount of goods. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Why does it prompt the payment has failed even though my balance is enough to pay for the additional order?
Due to the requirement for the additional order, you need to pay the total amount of the entire order after adding the order. In this case, you need to pay the total amount of the additional order and the original order. After the payment is completed, the system will automatically refund the payment that has been paid before the additional order. Therefore, please note that the bank card balance before proceeding to payment. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Why is the bank charging more than my additional order's amount when adding an order?
Due to the requirement for the additional orders, we will charge the total amount of your order when an order is added. In this case, you need to pay the total amount of the additional order and the original order. After the payment is completed, the system will automatically refund the payment that was paid before the additional order. Hence, the final payment after adding an order will be the total amount of the original order and additional order. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How do I update my credit card information?
Operating Procedures: Account > Credit Card > Add New Card Follow this guide to update your credit card information: Step 1 Click "Account" and followed by "Credit Card" Step 2 Click "Add New Card" Step 3 Fill in the card details and click "Save" to complete If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Promotion
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How to check and use coupon?
Operating Procedures: Main interface > Check Account > Check Coupons > Select item > Submit order > Use coupon to place Order Follow this guide to check and use coupon: Step 1 Click "Account" located at the bottom right Step 2 Click "Coupons" Step 3 Check the available coupons, you can click the coupons for more details Step 4 Check the differences of all coupons before clicking on them to enter the merchant's store interface Step 5 Select your item(s) to add into the cart, then click "Checkout" Step 6 A suitable coupon will be selected automatically by the system to be redeemed, or you may click "Coupon" to choo...
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How to redeem coupons with store's coupon codes?
Operating Procedures: Checkout > Select Coupon > Enter Coupon Code to Redeem > Checkout with Coupon Follow this guide to redeem and use coupon: Step 1 Confirm your items and proceed to checkout page, then click "Coupon" Step 2 Fill in the column with "Store coupon code", then click "Add Code" Step 3 If the terms and conditions are met, the claimed coupon will be automatically selected, and then click "Confirm" Note: If the terms and conditions are not met, the coupon will be put into the user account's wallet Step 4 Confirm the order details, then click "Place Order" If you need further assistance, please feel free ...
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After adding an order, can I share the order and participate in the "Share & Earn" activity?
Once the order meets the qualifying threshold, they can share it within 24 hours to participate in the "Share & Earn" event. If the original order does not meet the qualifying threshold, customers can add items to meet the threshold before delivery and participate in the "Share & Earn" event by sharing within 24 hours. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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What is the rules and regulations on using "Discount for new customer" and "Normal discount"?
"Discount for new customer" is effective only for Customer who places order for the first time with the Merchant and it is only applicable once. However, "Normal discount" is always applicable for all customers within the period set by the Merchant. Both "Discount for new customer" and "Normal discount” are not applicable to taxes. Tax will only be calculated after the discount on all items based on tax rate of state which the Merchant is in. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How will the discount be calculated if Merchant provides both "Discount for new customer" and "Normal discount"?
"Discount for new customer" is only applicable to Customer who places an order for the first time on the Merchant, whereas "Normal Discount" is offered to all customers. However, "Discount for new customer" is not applicable simultaneously with "Normal discount" as our system will automatically detect the best offer for Customer. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Who can be considered as "New Customer"?
Customer who places order for the first time is considered as “New Customer”, regardless if said order has an order before that is cancelled due to personal reason(s) / cancelled by merchant. ExampleCustomer placed an order in Restaurant A, and cancelled the order due to personal reason. One week after, Customer places a new order in Restaurant A and get the promotion as “New Customer”. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Technical Support
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How can I check my order review's history?
If Customers want to check order review's history, please follow the steps below: Step 1 Open APP and click "Account" Step 2 Click "Posts Now" Step 3 Scroll down and check your review's history If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How do I like a store and save it for future order?
If you want to like and save a Merchant for future use , you can follow the steps below : Save and Like a Merchant Step 1 In the main interface of the App and look for the Merchant that you desire and click on it Step 2 Look for the "Heart Shape Sign" on the right and click on it Check favorite Merchant Step 1 In the main interface of the App, click "Account" and followed by "Favorites" Step 2 Click on the Merchant that you have previously saved If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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If I require more assistance, what can I do?
You may follow the following steps to search for an answer or to submit a request for assistance from Customer Care Team Step 1 Open APP and click "Account" at the bottom right Step 2 Click "FAQs" Step 3 You may find the relevant answer to your inquiries here, if not, click on the mentioned icon to enter "Live Chat" Step 4Please select the category, and type your question in the chat box to start your conversation with our customer care If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Privacy Policy
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Will Yesmeal Share my details with others?
Yesmeal will NOT share any information of our customers in any way possible. We promise that while using Yesmeal, we will strictly abide by Data Protection and Privacy law in the country and always protect your data privacy. For more information on our "Privacy Policies", please browse our link at Yesmeal Privacy Policy If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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Others
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I have received $200 credit, how can I use it?
Every new user will be entitled to use this $200 credit to offset the Yesmeal Service Fee during checkout. $0.99 will be waived for orders over $20 during checkout. There is no promo code needed for checking out. *After the order is confirmed, Yesmeal's Non-Cash Credit Balance used on the order is neither refundable nor transferrable despite the order's current status. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to share Merchant or Activity link to Moments?
Operating Procedures: Enter merchant's interface > Click Share > Select Language > Share to Moments Follow this guide to share Merchant or Activity link to Moments: Step 1 In the main interface of the APP, click "Restaurant" and search for the Merchant that you want to share Step 2 According to different interface, click on the "Share" icon A) Share Merchant B) Share Activity Link Step 3 Select the language to be shared and click "Moments" Step 4 Enter description and click "Post" to complete the share If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Ce...
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How to share Merchant or Activity link to WeChat?
Operating Procedures: Enter merchant's interface > Click Share > Select Language > Select share to WeChat Follow this guide to share Merchant or Activity links to WeChat: Step 1 In the main interface of the APP, click "Restaurant" and search for the Merchant that you want to share Step 2 According to different interface, click on the "Share" icon A) Share Merchant B) Share Activity Link Step 3 Select the language to be shared and click "WeChat" Step 4 Select your friends or a group chat to complete the share If you need further assistance, please feel free to submit your request to Customer Care Team through our He...
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How do I delete my address?
If you want to delete your registered address, please follow the steps as below: Step 1 Open APP and click on "Account" Step 2 Click "My Address" Step 3 Select the address to be deleted and slide from right to left Step 4 Click "Delete" to confirm the deletion If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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How to share Merchant or Activity link to Facebook?
Operating Procedures: Enter merchant's interface > Click Share > Select Language > Share to Facebook Follow this guide to share Merchant or Activity links to Facebook: Step 1 In the main interface of the APP, click "Restaurant" and search for the Merchant that you want to share Step 2 According to different interface, click on the "Share" icon A) Share Merchant B) Share Activity Link Step 3 Select the language to be shared and click "Facebook" Step 4 Enter description and click "Post" to complete the share iOS Version Android Version If you need further assistance, please feel free to submit your request to ...
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Difference between Proton Technology and Yesmeal?
Proton Technology LLC：It is a technology company developing Yesmeal, an Online ordering platform. In addition, adhering to the purpose of helping restaurants, more software products will be developed to help restaurants operate. Yesmeal：Yesmeal is Proton's first commercial product, an online ordering platform that promotes restaurant self-management platform. If you need further assistance, please feel free to submit your request to Customer Care Team through our Help Center and we will contact you as soon as possible.
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