Menufy Customer Service — Professional Guide for Restaurants and Customers

Overview of Menufy customer support approach

Menufy (https://www.menufy.com) operates as a restaurant online-ordering and takeaway platform that connects independent restaurants with customers. From a customer-service perspective Menufy’s role is twofold: (1) provide a reliable ordering front end and payments routing; (2) act as a support and escalation layer when orders, payments, or integrations break. Understanding where Menufy’s responsibility starts and ends is essential — restaurants remain responsible for food preparation, accuracy and delivery unless the restaurant uses Menufy’s delivery network or a third-party courier contracted through Menufy.

Expectations and measurable service levels should be set in writing. Typical industry practice (and a pragmatic benchmark to demand) is an initial acknowledgement within 4 business hours for urgent problems and a full resolution plan within 24–48 hours for most non-technical issues. For technical or integration incidents (POS sync, API failures), immediate escalation channels that produce a developer-assigned ticket within 1–2 hours are best practice.

How customers should contact Menufy and what to expect

Customers who placed an order should first check the order status inside the Menufy app or the confirmation email (which contains order ID and restaurant contact details). Menufy’s web portal at https://www.menufy.com retains order history and a “Contact” or “Help” link; use that to open a support ticket. When contacting support, include order number, restaurant name, transaction amount, approximate time, and screenshots of the confirmation or bank statement when disputing a charge.

When a payment or missing-item dispute is raised, Menufy’s support typically coordinates with the restaurant and the payment processor. Reasonable timelines to expect: acknowledgement within 4–12 hours, temporary refund or hold placed within 24–72 hours for verified payment problems, and final resolution (refund or merchant chargeback retraction) within 5–10 business days depending on bank processing times. If you need immediate assistance, follow the “Contact” link on Menufy and use the “order issue” category — that routes tickets to the highest-priority queue.

How restaurants should interact with Menufy support

Restaurants should maintain a single account administrator with access to the Menufy portal; give that person full credentials and a documented escalation matrix (name, email, phone) saved outside the portal. For daily operations, restaurants must monitor the Menufy merchant dashboard for new orders and sync errors—set an automated alert (SMS or email) for “failed order routing” and “POS sync failed” events so incidents can be detected within minutes instead of hours.

Common operational issues restaurants should expect to use Menufy support for: menu item mispricing or modifiers not appearing, closed/open status mismatches, order routing going to the wrong location, or payment settlement discrepancies. When opening a ticket, attach the merchant order ID, timestamp (with timezone), screenshots of the restaurant POS order, and the expected vs delivered amounts. Ask Menufy for a Ticket ID and an SLA commitment (for example: Code 1 — response <4 hours; Code 2 — response <24 hours). Keep a local incident log—record Ticket ID, date/time, contact person, and outcome for 12 months for dispute defense and accounting reconciliation.

Common problems, practical resolution steps and timelines

Issue: Wrong item delivered or missing item. Practical steps: (1) Customer photographs the receipt and food, reports via Menufy support with the order ID within 24 hours; (2) Menufy will open a merchant-communication ticket and request merchant confirmation within 4–8 hours; (3) typical outcomes are a partial refund (item cost + tax) or credit for a future order. Resolution window: 24–72 hours.

Issue: Duplicate charge, card pre-authorization or settlement mismatch. Practical steps: supply the transaction ID and the last 4 digits of the card; Menufy will liaise with its payment processor to verify settlement (often Stripe, Square or a gateway partner). Many processors release holds automatically within 5–7 business days; Menufy can request an accelerated reversal but final bank timing is outside Menufy’s control. Document everything and request a written confirmation or Ticket ID for your records.

Escalation, refunds and chargebacks

When a customer believes a charge is fraudulent or wants to file a chargeback, Menufy will provide a merchant response packet including the order confirmation, IP address/geolocation of the order, time stamps, and delivery/restaurant confirmations. Restaurants should keep receipts and delivery logs for 120–180 days. If an orderly refund is preferable, ask Menufy to issue a merchant-initiated refund (MIR) which typically posts within 3–10 business days depending on the card network and issuing bank.

For high-value disputes (orders $100+), request ticket escalation to a senior operations manager. Maintain clear documentation: order ID, merchant invoice, timestamps, photos, and correspondence. Use Menufy’s portal to attach these, and request estimated chargeback win/loss rate and fees if you are a frequent dispute filer; understanding these metrics prevents recurring losses.

• Minimum information to include when contacting Menufy support: order ID; restaurant name and address; exact date/time (include timezone); customer name and contact; payment method (last 4 digits); screenshots of confirmation, receipts, or bank statements; short bullet description of the issue and desired remedy (refund, credit, re-delivery).
• Ideal SLAs to negotiate or expect: initial acknowledgement <4 hours (urgent), resolution plan <48 hours, final settlement or refund <10 business days for payments; technical incident rollback or patch <72 hours for critical outages.

Integration, reporting and pricing notes for operators

Operators integrating Menufy into a POS or website should test using a staging environment and a mirrored menu with timestamps. Verify menu item SKUs, modifier logic, taxes by jurisdiction, and delivery zone pricing. Run at least 50 test orders across peak/off-peak times during your first week and reconcile the orders against your POS and bank settlements daily for the first 30 days.

Pricing models can include either pay-per-order fees or subscription/flat-fee models plus lower processing percentages. Commission ranges in the industry typically vary from 0% (if using pay-per-order) to 15% for marketplace-driven orders; subscription plans typically range from $0 to $99+ per month depending on marketing and POS integration features. Always review the merchant agreement for card processing fees, chargeback fees, and termination clauses; negotiate an annual review clause to adjust rates after 12 months based on volume.

How do I cancel my Menufy order?

Call 855-572-8477, at the prompt press 2 to void an order, then follow the instruction to finish the process. NOTE: You must call from the Restaurant’s phone number.

How do I email daily pay customer support?

[email protected]
If you are an account holder and need additional help, please contact our customer support team. We are available 24 hours a day, 7 days a week, but closed on select U.S. holidays. You can email us at [email protected], call 1-866-432-0472, or click here to chat with us live.

How do I send mail to customer support?

Writing the Email

1. Decide whether it’s a complaint or appreciation email.
2. Write a clear subject line.
3. Open with a greeting.
4. Keep standard writing practices.
5. Maintain a courteous tone.
6. Identify yourself.
7. Be specific.
8. Ask clear questions.

How do I email Menufy support?

If you cannot locate the email still then please contact our Menufy Support Team by either emailing us at [email protected] or calling/texting (913) 738-9399 and include which email address you have checked for the 1099k.

Is Menufy good for restaurants?

Some of our customers say Menufy is best for restaurants that need a simple, no-frills way to accept online orders. Its low cost makes it a good option for restaurants new to online ordering. Restaurant owners like Menufy because it’s affordable. Besides the online payment fees, it’s almost free to start.

Who delivers for Menufy?

Through our third-party delivery integrations, you can accept online delivery orders directly from your Menufy website, and DoorDash or Uber will fulfill the food order to the customer.