MANILA - Food express delivery service GrabFood on Thursday urged its users to use the application "responsibly," amid a viral post where a driver almost lost all his money when a customer canceled the order.

"We would like to appeal to our customers to use GrabFood responsibly — be mindful of orders placed and the effort that our delivery-partners put in to deliver your orders," GrabFood said.

GrabFood allows a user to order food from its partner merchants. The rider usually pays for the order first and eventually reimbursed by the GrabFood app client upon delivery.

In a statement, GrabFood said they reimburse unclaimed orders from customers, and maintained that they are aware about their drivers having to compensate and sell the unclaimed orders elsewhere when the customer doesn't show up when they arrive at the drop-off point.

GrabFood said customers who do not show up or claim their items may face penalties on their account, including suspension.

This comes after a netizen took to social media to slam a customer who canceled their order of worth P975 from a local milk tea shop.

In a post, the netizen recounted how her friend saw how devastated a GrabFood rider was after a customer canceled the order.

She said the driver had P1,000 capital on that day alone, and asked the customer to be “considerate” in wake of their small earnings and the long lines in the milk tea shop.

The driver was on the brink of tears, she added. Her post has since gone viral, with 14,000 shares as of posting.

In their Frequently-Asked Questions (FAQs) section, Grab reminded their customers that orders may take long due to the huge volume of customers in some restaurants.