foodpanda merchant ratings: how reviews and replies work

Your foodpanda merchant rating is the average of the stars customers give your restaurant after their orders. foodpanda's partner blog puts it simply: ratings are based on average customer reviews over time, every rating counts, and restaurants with higher ratings appear higher in the app's search results.

foodpanda doesn't publish the exact formula on its public pages, for example how far back the average goes, so go by the figure in your portal rather than guessing. Section 28 of its terms and conditions sets the ground rules for reviews, as of October 2026:

• By posting, the customer confirms the review reflects their genuine and direct experience.
• Reviews linked to a confirmed order are marked Verified Reviews. foodpanda may also publish reviews that aren't linked to an order, without that label.
• foodpanda moderates reviews with automated tools and people, before and after they're published.
• It can reject or remove content with personal data, unlawful, defamatory, discriminatory or offensive material, or content unrelated to the product or service.

foodpanda calls its restaurant partners vendors, and a vendor has two tools. The foodpanda partner app on your phone is built for live orders, menu availability and opening hours. The Restaurant Portal, also called the panda partner portal, at partner.foodpanda.com, is where foodpanda puts the review tools. Do your review work there, on a laptop or in your phone's browser.

foodpanda's Restaurant Portal page describes a Ratings & Reviews section where you can:

• Read and respond to customer feedback.
• See what drives good ratings and what to improve.
• Track each review's status, edit your replies and check the moderation guidelines.
• Spot one-star reviews, cancelled orders and offline alerts in real time on the Overview dashboard.

foodpanda's tips for partners come down to consistency, order accuracy, packaging and honest photos. The portal's Operations reports track rejection rate, offline time, prep time and delivery delays. Low cancellation, delay and offline rates plus high ratings are also what the Top Restaurant Programme looks for, which gives a badge and priority placement in the app. foodpanda doesn't publish its thresholds publicly; the portal shows your progress.

For a carinderia, milk tea shop or small restaurant, that means:

• The same taste and serving at 7pm on a Friday as at 2pm on a Tuesday.
• Every item and special request in the bag. Check against the order screen before the rider leaves.
• Spill-proof containers, sauces sealed, hot and cold packed apart.
• Real photos that show the actual serving. Our guides to food photography and menu design help.
• Accurate opening hours. Set regular and special hours in the portal so customers can't order while your kitchen is closed, which ends in rejected orders. Check the list of Philippine holidays when you plan them.

Reply from Ratings & Reviews in the portal. foodpanda's guide to responding advises thanking customers for specific things in positive reviews, and answering negative ones with empathy, an apology and a solution, without getting defensive. Your reply should also meet foodpanda's moderation guidelines. Our advice: keep phone numbers and order details out, use a first name at most, and write nothing you wouldn't say at the counter.

Use these as a base and change the details each time. The free review reply generator drafts English or Taglish if you're stuck.

• 5 stars, English: "Thank you for ordering the tapsilog. Happy it arrived hot. See you on your next lunch break!"
• 5 stars, Taglish: "Salamat po sa 5 stars! Natuwa po kami na nagustuhan niyo ang milk tea. Order ulit po kayo!"
• 3 stars, Taglish: "Salamat po sa honest feedback. Sorry po kung medyo matamis ang drink. Pwede po kayong maglagay ng note sa order para sa sugar level, susundin po namin."
• 1 star, late order, English: "We're sorry your order took so long. We were short-staffed during the lunch rush, and we've added a second person on packing from 11am to 1pm."
• 1 star, wrong order, Taglish: "Pasensya na po, mali ang naipadala namin. Dinodoble-check na po namin ang bawat order bago ibigay sa rider para hindi na maulit."

A bad review isn't against the rules on its own. Before you ask for removal, check the review against the moderation criteria in foodpanda's terms: personal data, unlawful, defamatory, discriminatory or offensive content, or content unrelated to your food or service.

If it does break them, click the Help button at the top right of the web portal. foodpanda's partner FAQ says you can browse support topics there or raise a request. Include the order ID, the date, a screenshot of the review and which rule it breaks. For partners with questions about the service, foodpanda also lists partner@foodpanda.ph on its contact page.

While you wait, reply calmly anyway. A future customer reads your reply and the review together, and a polite answer to an unfair review can say more about you than the review does. For the conversation itself, see how to handle angry customers.

Two short habits, daily and weekly, keep the rating steady.

• Every day: check the Overview dashboard for new one-star reviews and reply the same day.
• Monday: read all reviews from the past week, note the dish and the complaint, and fix the one that repeats.
• Check the Operations reports: rejection rate, offline time, prep time and delays.
• Update hours ahead of holidays, fiesta days and scheduled brownouts.
• Ask for reviews the honest way, from every customer. foodpanda's own blog suggests a handwritten thank-you note in the bag. Taglish: "Salamat po sa order! Malaking tulong po ang rating niyo sa foodpanda, maganda man o hindi. Kung may problema po, sabihin niyo rin po sa amin para maayos namin."
• The same note in English: "Thank you for your order! Your rating on foodpanda helps us a lot, good or bad. If something went wrong, please tell us too so we can fix it."
• Skip the freebie-for-a-review idea, even though some foodpanda tips mention small incentives. A reward tied to a review tilts it, and on Google it's banned outright.

Customers who like your food on the app may also search for you on Google Maps, especially if you have a dine-in area. Make sure the name, photos, menu and hours match in both places. Review management for restaurants covers the Google side. If you're also on Grab, compare with how Grab merchant ratings work: Grab publishes more detail about its formula.