How to complain
Updated
This page explains where to send a complaint about an order, a payment or the Servana service, and how we handle it.
Complaints about food or service
Raise them with the restaurant where you ordered. The restaurant prepares the order and decides on a replacement or refund.
Complaints about a payment or Servana
- Money taken but no order recorded, a double payment, or a wrong order status.
- A mistake in a subscription invoice or the service fee.
- A problem with the menu, the cashier app or a promo message from Servana.
How to send it
- Send the WhatsApp message below or email jamal@servana.id.
- Give the restaurant name, the order number or time it happened, and attach proof such as a payment screenshot.
- We record your complaint and reply within a few working days with the next step.
If it is not resolved
Reply to the same message and say the complaint is still open. We review it again and explain the result in writing.