GrabFood Scan to Order (STO)

We understand you may have several questions about GrabFood Scan to Order (STO). Below is an FAQ we have compiled to answer the most common questions regarding GrabFood STO. If you cannot find the answer you are looking for, please feel free to contact the klikit Support or GrabFood Support team.

**1\. Can Dine-In and Delivery orders be separated? For example, can the Grab Device process orders specifically for STO without being mixed with delivery orders?

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Order management on the Grab Sunmi device will cover all ordering methods (Dine-In, Delivery, and Pick-up) according to the active order methods on the customer's Grab Merchant account.

**2\. Can customers who do not have the Grab application still place an order via Grab STO?

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Yes, they can! When a customer scans the barcode, there will be 2 order direction options: directing them to the "App" or directing them to the "Grab Web Page."

• If the Customer has the Grab application: After the customer scans, a Grab link will direct them to the Grab application to display the order menu.

• If the Customer does not have the Grab application: After the customer scans, a Grab link will direct them to the Grab website to display the order menu.

**3\. Can a barcode that has been used by a customer in a previous transaction be used again?

**

The STO QR Barcode has 2 different types:

• Dynamic QR: This barcode is intended for individual transactions. This barcode must be generated every time a new transaction is created for each table number, which means it changes. Once a transaction is completed, that barcode can no longer be scanned by the customer, and a new one will be generated.

• Static QR: This barcode is permanent and can be scanned multiple times at each table number. The cashier does not need to generate individual barcodes for each transaction because the barcode on the table can be scanned at any time.

**4\. What is the Payment Method Process for GrabFood STO Transactions?

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A. Online Payment Method (Using Payment Methods Available at the Cashier - _Non-Grab Pay Bill_ )

• Note: The settlement of funds still goes into the payment method available at the cashier (e.g., EDC machine, static QRIS), not into klikit.

• Merchant selects the payment type:

- If an EDC machine is available at the cashier for card payments: When updating the transaction status to "complete" in klikit, the selected payment option is "debit card/credit card."

- If a static QRIS is available at the cashier: When updating the transaction status to "complete" in klikit, the selected payment option is "QRIS."

• Merchant manually updates the payment status: After the merchant ensures the funds have been received in the payment method available at the cashier, the merchant must select the payment status as "Paid" (Lunas).

B. Online Payment Method (Grab Pay Bill)

• Note: The settlement of funds goes into the merchant's balance in GrabMerchant.

• Merchant selects the "Grab Pay Bill” payment option.

• A QR code will appear on the Grab device. Please direct this QR toward the customer so they can scan and make the payment through their Grab account.

• The customer can choose the payment method connected to their Grab account (e.g., OVO).

• For this payment method, there is no manual process to update the transaction status because the payment status is automatically updated.

**5\. If I do not have tax and service charge settings on Grab STO, how do I activate them?

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The tax and service charge settings can be requested from the Grab team for activation. However, this feature will be released in November 2025. Currently, the available Grab STO order settings do not yet include tax and service charges.

**6\. Does the QRIS payment method in klikit mean using the QRIS displayed from klikit, and will the funds go into the klikit application?

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No, the QRIS payment method option is intended for direct payment at the cashier using QRIS.

For payment method options other than Grab PayBill, it means using the "payment at cashier" method, where the payment instrument is directed to the customer, and the settlement of funds will still go through the payment instrument already available at the cashier.

**7\. How do I cancel a Grab STO transaction that has already been created?

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• If the transaction status is still in the "created" or "ready" stage, the transaction can still be canceled directly by the merchant in the klikit application.

• If the transaction status has been completed by the cashier (the "complete" or "finish" button has been clicked), the transaction can only be canceled by the klikit support team by filling out the transaction cancellation request form. The funds that have been paid will be automatically refunded within a maximum of 1x24 hours.

**8\. Can customers use the Grab Dine-Out voucher available in their Grab application?

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Yes, they can. Customers can claim the Grab Dine-Out voucher through the Grab Pay Bill payment method.