Too Good To Go sends one consolidated summary email at the end of the day instead of separate notifications for each individual refund.
Frequency: Sent once daily, at the end of the day.
Trigger condition: Sent only on days when at least one refund has occurred. If no refunds were issued, no email is sent.
Recipient: Delivered only to the primary store owner's registered email address.
HQ & multi-store chains: Regional General Managers (RGMs) and headquarters do not receive separate summary emails. Chains can view consolidated refund data directly in MyStore or in their Chain Invoice Reports.
Total refund count: The total number of customer refunds processed that day.
Itemized order details:
\nOriginal order date of each refunded Surprise Bag.
Plain-language refund reason (e.g., \"No surprise bags left to collect when the customer arrived\").
Recommendations to prevent similar refunds in the future.
Performance context: Total refunds displayed alongside daily Total Bags Saved and Total Revenue.
Refund valuation: The amount shown reflects the purchase price the customer paid for the Surprise Bag, not the full retail value.
No refunds occurred: Emails are only sent on days with refund activity.
Spam or junk folder: Automated notifications may be filtered by your email provider. Check your spam and junk folders.
Email verification: Confirm that your primary store owner email address is up to date in MyStore.
Email missing after refunds occurred: If refunds were processed today but no email arrives by the following morning, ask to speak with an agent in this chat.
Check your daily summary email to find the order date and the refund reason.
Provide those details right here in this chat and ask to speak with an agent to open a dispute.
The refund amount shown in the email reflects the discounted amount the customer paid for the Surprise Bag on the app. It does not reflect the original retail price of the items.
If your daily summary email shows incorrect numbers, lists wrong reasons, appears in the wrong language, or if you still receive individual refund alerts, ask to speak with an agent directly in this chat for assistance.
","user_segment_ids":[]},{"id":40077289014674,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/40077289014674.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/40077289014674-Why-am-I-charged-sales-tax-on-my-Surprise-Bag-in-the-US","author_id":33231044618386,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":26964544980626,"created_at":"2026-10-23T11:52:35Z","updated_at":"2026-10-29T12:54:44Z","name":"Why am I charged sales tax on my Surprise Bag in the US?","title":"Why am I charged sales tax on my Surprise Bag in the US?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-10-29T12:54:44Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["US_customer_specificities"],"body":"In the United States, sales tax is calculated and applied to a Surprise Bag order at checkout based on two factors:
Store Location: Local state, county, and municipal sales tax rates.
Primary Item Category: The main category of items typically included in the store's Surprise Bag.
Because Surprise Bags contain surplus items that vary daily, tax is calculated upfront using the primary tax category assigned to the store:
Prepared Foods (Taxable): If a bag frequently or potentially contains prepared or ready-to-eat items (e.g., sandwiches, salads, hot meals, prepared bakery slices, brewed beverages), it is categorized as Prepared Foods. Local sales tax applies to the entire bag price.
Groceries (Exempt / Non-Taxable): If a bag exclusively contains basic, unprepared groceries (e.g., fresh produce, raw ingredients, plain bulk bread), it is categorized as Groceries. Tax is generally 0%, depending on state and local laws.
Mixed Contents (Taxable): If a bag contains a mix of unprepared groceries and prepared foods, it is categorized under Prepared Foods. Under tax rules, the entire bag becomes taxable.
You can view the exact tax breakdown charged on an order by opening the digital invoice attached to your purchase receipt in the app.
Store tax categories are set based on what a store most often includes in their Surprise Bags.
No Direct Refunds: Too Good To Go cannot retroactively alter, adjust, or refund sales tax on completed credit or debit card transactions.
If your bag contained strictly non-taxable grocery items (e.g., only fresh produce or plain bread staples) and you believe sales tax was applied in error, please ask to speak with an agent. The agent will review the contents of your order and assist you with the appropriate resolution
The \"3-for-3\" challenge is an active promotional campaign in the United States running from October 13, 2026, to October 20, 2026 (ending at 11:59 PM local time).
To earn a $3.00 USD voucher, customers must complete 3 Surprise Bag pickups from 3 different store locations within the campaign window.
Notifications regarding a $3.00 off reward or tracking progress toward an October 20 deadline mean your account is included in this active US promotional campaign.
Eligibility Requirement: Complete 3 separate Surprise Bag pickups at 3 distinct store locations by October 20, 2026, at 11:59 PM local time.
Reward Delivery: The $3.00 USD voucher is automatically credited to your account once your third qualifying pickup is completed. No action is required to claim it.
Vouchers are processed and applied automatically upon completing the third pickup at a third distinct store location.
Where to find it: Open the Too Good To Go app and go to the Vouchers section under your account.
Notification: You will receive an automated push notification as soon as the voucher is credited.
Processing Time: Please allow a few minutes after completing your 3rd pickup for the system to process your reward.
Promotional offers for $3.00 USD off apply exclusively to orders placed within the United States.
Redemption Restrictions: $3.00 USD vouchers can only be redeemed for purchases at stores located in the US.
Non-US Accounts: If you completed 3 qualifying Surprise Bag pickups outside the US during the promotion period, please ask to speak to an agent now so we can assist you.
Account Limit: Strictly limited to 1 voucher per user/account.
Combinability: Cannot be combined with any other promotional codes, discounts, or active offers.
Cash Value: Has no cash value and cannot be exchanged or redeemed for cash.
Standard Terms: Subject to standard Too Good To Go Terms & Conditions.
The \"3-for-3\" challenge is an active promotional campaign in the United States running from October 13, 2026, to October 20, 2026 (ending at 11:59 PM local time).
To earn a $3.00 USD voucher, customers must complete 3 Surprise Bag pickups from 3 different store locations within the campaign window.
Notifications regarding a $3.00 off reward or tracking progress toward an October 20 deadline mean your account is included in this active US promotional campaign.
Eligibility Requirement: Complete 3 separate Surprise Bag pickups at 3 distinct store locations by October 20, 2026, at 11:59 PM local time.
Reward Delivery: The $3.00 USD voucher is automatically credited to your account once your third qualifying pickup is completed. No action is required to claim it.
Vouchers are processed and applied automatically upon completing the third pickup at a third distinct store location.
Where to find it: Open the Too Good To Go app and go to the Vouchers section under your account.
Notification: You will receive an automated push notification as soon as the voucher is credited.
Processing Time: Please allow a few minutes after completing your 3rd pickup for the system to process your reward.
Promotional offers for $3.00 USD off apply exclusively to orders placed within the United States.
Redemption Restrictions: $3.00 USD vouchers can only be redeemed for purchases at stores located in the US.
Non-US Accounts: If you completed 3 qualifying Surprise Bag pickups outside the US during the promotion period, please ask to speak to an agent now so we can assist you.
Account Limit: Strictly limited to 1 voucher per user/account.
Combinability: Cannot be combined with any other promotional codes, discounts, or active offers.
Cash Value: Has no cash value and cannot be exchanged or redeemed for cash.
Standard Terms: Subject to standard Too Good To Go Terms & Conditions.
Stock Clearance offers long-lasting, non-perishable surplus items (such as dry goods, pantry items, non-food goods, and seasonal confectionery).
These items use Flexible Collection, which gives you a multi-day pickup window instead of requiring you to collect your order during a single, strict daily time slot.
You do not have a single strict pickup time slot. You can collect your order on any valid collection day within 5 days of purchase during the store's regular pickup hours shown on your receipt.
Stock Clearance items are long-shelf-life goods designed for flexibility. This allows you to reserve items even on days when the store is not open for physical collection, giving you 5 full days to stop by.
If a store updates its collection hours while you have an active reservation, the app will automatically alert you via an app notification, email, and app pop-up. Your 5-day window remains valid during the newly updated hours.
Yes:
Uncollected orders are automatically invoiced and charged after the last eligible collection window passes. Because uncollected items cannot be fulfilled after the pickup window closes, missed collections are non-refundable unless extraordinary circumstances apply under standard compensation policy.
If you arrive during valid collection hours within your 5-day window and the store is closed or out of stock, report the issue in the app or chat bot for a full resolution or refund under standard customer policy.
Yes. For long-lasting surplus goods, items past their \"Best Before\" date remain safe, high-quality, and edible in accordance with standard surplus guidelines.
Stores retain discretion over physical goods returns. Too Good To Go exclusively manages the digital \"Surprise Bag\" platform experience. If you receive a defective item, submit a platform-level refund claim through the app or chat bot under standard defect policies.
","user_segment_ids":[]},{"id":38363762287890,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/38363762287890.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/38363762287890-Changes-to-Too-Good-To-Go-Parcels-Delivery","author_id":33231044618386,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":2,"upvote_count":1,"downvote_count":1,"section_id":28996892561298,"created_at":"2026-08-25T15:49:12Z","updated_at":"2026-10-27T23:24:38Z","name":"Changes to Too Good To Go Parcels Delivery","title":"Changes to Too Good To Go Parcels Delivery","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-27T07:17:39Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"
This article provides essential information regarding changes to the Parcels (home delivery) service in Denmark, Poland, and Spain, and details how existing orders, refunds, and local app services are affected.
Too Good To Go is not leaving Denmark, Poland, or Spain.
The core Surprise Bags service and the app remain fully active and will continue to operate and expand in all three countries.
You can continue saving food daily from your favorite local shops, bakeries, restaurants, and supermarkets through Surprise Bags in the app.
Operations for the home delivery Parcels business line are being phased out in Denmark, Poland, and Spain so that resources can be focused on maximizing overall impact in the fight against food waste.
Why are Parcels closing?
This wasn't an easy decision. Efforts are being focused on where Too Good To Go can have the biggest long-term impact in the fight against food waste. Surprise Bags remain fully available every day in the app so you can keep rescuing local food.
Is Too Good To Go leaving my country?
No, Too Good To Go is not going anywhere. While home delivery via Parcels is being phased out in select markets, the commitment to fighting food waste locally remains unchanged. You can continue saving Surprise Bags from nearby partners as usual.
What happens to my current or upcoming Parcel order?
Every order already placed will be delivered as normal — nothing changes for existing orders. You can also continue ordering Parcels in the app for as long as they are listed as available. After that, local Surprise Bags will remain available.
What happens to my refund?
The phase-out of Parcels will not affect refunds. Any agreed-upon refund will be processed as standard and will arrive in your account within 5 to 10 business days.
What if I am a partner or supplier looking to continue business for Parcels?
Thank you for contacting us. While we value our partnership, the deadline for parcel supply in these markets has passed, and we can no longer accept additional deliveries. We appreciate your collaboration and the positive impact you've made in fighting food waste.
What if I am upset or disappointed by this change?
We completely understand. Parcels was a beloved feature in the app, and the decision to discontinue it in these markets was not taken lightly. Every Parcel ordered made a real difference in preventing food waste, and we hope you will continue to fight food waste with us through local Surprise Bags.
| Service Line | \nStatus | \nDetails | \n
| Parcels (Home Delivery) | \nPhasing Out | \nDiscontinuing in Denmark, Poland, and Spain. Existing orders will be delivered as normal. | \n
| Surprise Bags (Local Pickup) | \nActive & Unaffected | \nFully operational across all markets. Pickups from local stores continue as normal. | \n
| Customer Refunds | \nUnaffected | \nProcessed within 5 to 10 business days. | \n
Customers want to know how or where they can read individual text comments, written feedback, or specific reviews left by other users about a store or a Surprise Bag.
When a customer asks to see, read, or view written comments/reviews from other users, provide the following information:
Written Comments Not Visible: Individual written comments or text reviews left by other users cannot be read or viewed by anyone else in the app.
Visible Ratings System: Instead of text reviews, the app shows the average star rating (out of 5 stars) given by previous customers for each bag.
Category Breakdown: The visible 5-star rating is broken down into specific categories, such as quality, quantity, and variety.
Purpose of Ratings: These average category scores are provided to give users a quick, clear idea of the community's overall experience and satisfaction with that store.
If you’ve moved or need to change your physical store location, you can update your address directly through the partner portal.
Log In: Head over to the MyStore partner portal.
Open Settings: Click on your profile icon in the top right corner to open the admin control center.
Manage Store: Find the Store Details section and look for the Address field.
Edit: Click Edit, enter your new physical address, and save your changes.
Missing or grayed-out options? If you don’t see the edit button or get an error, it might be because your user role or account settings limit access.
Internal Fix: Reach out to your store’s primary account owner or manager to check your access level and ask for permission to edit the dashboard.
Contact Support: If you’re the primary account owner and still can’t update the address, please get in touch with an agent for help.
Article Summary This article walks you through the automated monthly sales email and how you can opt in, opt out, or customize the financial documents attached to it.
At the beginning of each month, we send you an automated email that summarizes your recent sales, commission fees, and balance statement.
Log In: Head over to your MyStore partner portal.
Open Settings: Click your profile icon in the top right corner.
Go to Finances: Click the Finances tab.
Toggle On/Off: Find Monthly sales overview email and use the switch to turn notifications on or off.
Customize Attachments: Check or uncheck the boxes to pick which files you want to get automatically emailed to you:
\nAccount Statements: Your monthly financial ledger.
Order Summaries: Itemized lists of customer orders.
Invoices: Details on platform fees or packaging charges.
Self-billing invoices: Official records of revenue distribution.
⚠️ Are options missing, grayed out, or showing an error? If you cannot complete these steps, your account configuration or user role settings may restrict access.
If you need to create and list a brand new Surprise Bag offering, you can do it autonomously right through the MyStore portal.
Log In: Go to your MyStore partner portal.
Go to Listings: Find and click on the Listings tab.
Create Listing: Click on + Create Listing.
\n\nNote: If you have very different categories of surplus items to offer (like pastries vs. groceries), you'll need to repeat this process to create a separate bag for each category.
Select Category: Pick the category that best fits your surplus items.
Add Name & Description: Enter a clear name and description for your new Surprise Bag.
Set Your Price: Choose one of the three pricing options.
\n\nRule: The price customers pay for a Surprise Bag in the app must be exactly 1/3 of the original retail value of the items inside.
Set Daily Quantities: Enter how many bags you want to make available each day.
Set Days of the Week: Choose the days you want to sell your bags.
Set Pick-Up Windows: Specify the start and end times for pick-up on each active day.
Press Continue: Move on to review your final setup summary.
Save Listing: Click Done to save and activate your new Surprise Bag.
⚠️ Are options missing, grayed out, or showing an error? If you can't complete these steps, your account settings or user role might limit your access.
Internal Fix: Check with your store’s main account owner or manager to confirm your access rights and dashboard editing permissions.
Contact Support: If you're the business owner or can't fix the issue internally, please ask to speak to an agent now.
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If you want to change the number of Surprise Bags customers can reserve, you can easily update your daily limits right from your partner portal.
Log In: Head to your MyStore partner portal.
Go to Home: Click the Home tab to manage your daily listings.
Select Your Bag: Click on the Surprise Bag listing you want to update.
\n\nNote: If you have multiple types of Surprise Bags, you’ll need to repeat this for each one.
Select Schedule: This is where you can make your changes.
\n\nNote: Changes you make in the Schedule tab will start applying from the next day.
Select Day of the Week: Find the Daily Limit section and pick the day(s) you want to update.
Adjust Quantity: Enter your new preferred quantity under the Daily Limit section for those days.
⚠️ Are options missing, grayed out, or showing an error? If you can’t complete these steps, it’s probably due to your account settings or role permissions.
Internal Fix: Check with your store’s main account owner or manager to make sure your profile has the right permissions to edit schedules.
Contact Support: If you’re the business owner or can’t fix the permission issue yourself, please request to speak to an agent now.
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At Too Good To Go, all transactions are handled securely within the app to ensure your Surprise Bag is reserved correctly. Please note that available payment methods are specific to the country you are in.
When you proceed to checkout, you will see the payment options available in your specific country. Common methods include:
Important Note: PayPal is not an available payment method for users in Japan.
Packaging Tips: Some stores may occasionally ask for a small, optional packaging fee in cash if they provide bags or containers, but the price of the Surprise Bag itself is always handled in-app.
","user_segment_ids":[]},{"id":35140717139986,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/35140717139986.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/35140717139986-Why-Is-My-Referral-Voucher-Missing","author_id":33231044618386,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":28998734561682,"created_at":"2026-04-27T18:22:13Z","updated_at":"2026-05-07T13:49:35Z","name":"Why Is My Referral Voucher Missing?","title":"Why Is My Referral Voucher Missing?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-04-27T18:22:18Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"If you have invited a friend to Too Good To Go but cannot find your reward, it is usually due to one of the specific criteria for the referral program not being met yet.
The referral voucher is not triggered by your friend simply creating an account. It is only issued after your friend successfully picks up their first Surprise Bag. * Action: Check with your friend to see if they have completed their first collection.
For the system to register the referral, the order must be finalized in the app. If your friend picked up their bag but forgot to \"Swipe to Confirm\" at the store, the voucher will stay pending.
To qualify for a referral reward, your friend must be a brand-new user.
Sometimes the app needs a moment to update your rewards balance.
Note: Referral vouchers typically have an expiration date. Once received, be sure to check the \"Vouchers\" section to see how long you have to redeem your reward.
","user_segment_ids":[]},{"id":34895180906130,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/34895180906130.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/34895180906130-Managing-Order-Delegations","author_id":33231044618386,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":1,"upvote_count":0,"downvote_count":1,"section_id":28712875672722,"created_at":"2026-04-17T16:33:06Z","updated_at":"2026-09-22T15:48:47Z","name":"Managing Order Delegations","title":"Managing Order Delegations","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-04-17T16:33:06Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"If you have used the \"Ask a friend\" feature to send your Surprise Bag to a friend or family member, but they are no longer able to collect it, don't worry. As the original Order Owner, you still have full control over the reservation.
If your delegate can no longer make it, you have three options:
Once an order is delegated, it will still appear in your \"Orders\" tab in the Too Good To Go app. To make changes:
Important: Once a person swipes the digital receipt at the store, the order is marked as collected and can no longer be reclaimed or cancelled.
","user_segment_ids":[]},{"id":33652794901010,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/33652794901010.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/33652794901010-Picking-up-your-Surprise-Bag-outside-the-scheduled-window","author_id":23059042499218,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-5,"vote_count":5,"upvote_count":0,"downvote_count":5,"section_id":28712898536082,"created_at":"2026-02-27T14:54:54Z","updated_at":"2026-10-12T02:11:45Z","name":"Picking up your Surprise Bag outside the scheduled window","title":"Picking up your Surprise Bag outside the scheduled window","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-10-12T02:11:45Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"Collection windows are set by partner stores to ensure items are ready and to prevent disruption to daily store operations.
No. Surprise Bags must be collected strictly within the scheduled collection window shown on your app receipt.
Before the window starts: Partner stores are still preparing items or serving regular customers, so your Surprise Bag will not be ready.
After the window ends: Partner stores often close immediately after the collection window ends or clear out remaining stock.
More than 2 hours before collection: Open your order in the app and tap \"Cancel reservation\".
Less than 2 hours before collection (or during pickup): The cancel button automatically disappears. If you are within this window, state your cancellation request and provide your Order ID directly in this chat so our team can evaluate your request.
After the collection window ends: Missed pickups cannot be rescheduled or refunded.
Partner stores set aside specific items for your reservation and staff remain on-site to hand them over. To maintain fairness to partner stores and prevent waste, compensation or refunds are not provided for uncollected orders or late arrivals.
","user_segment_ids":[]},{"id":32645640145938,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/32645640145938.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/32645640145938-How-does-the-Loyalty-Card-work","author_id":22353277453074,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":2,"vote_count":8,"upvote_count":5,"downvote_count":3,"section_id":28712857954322,"created_at":"2026-01-19T03:49:53Z","updated_at":"2026-08-08T14:11:13Z","name":"How does the Loyalty Card work?","title":"How does the Loyalty Card work?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-04-27T18:31:53Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"The Loyalty Card program is our way of rewarding you for rescuing food. You earn stamps for every Surprise Bag or Parcel you collect, leading toward a voucher reward once the card is complete.
Pro Tip: After confirming your 9th collection, restart the app to refresh your data and see the voucher.
Once earned, your voucher is stored in your profile:
Note for AI Bot: If a user claims they finished their card but the voucher is missing, ask them to fully close and reopen the app. If it still doesn't appear, check their order history to ensure all 8 additional collections were successfully \"swiped\" as collected.
","user_segment_ids":[]},{"id":32645647079314,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/32645647079314.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/32645647079314-I-want-to-change-the-delivery-address-on-my-order","author_id":22353277453074,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":2,"upvote_count":1,"downvote_count":1,"section_id":28996892561298,"created_at":"2026-01-19T03:44:31Z","updated_at":"2026-10-16T12:03:41Z","name":"I want to change the delivery address on my order","title":"I want to change the delivery address on my order","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-10-16T12:03:41Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"If you have purchased a Parcel for delivery and need to update the shipping address, the options available depend on whether the order has already been finalized.
If you haven't completed your purchase yet, you can update your delivery details directly in the app:
Once an order is placed, we cannot manually modify the shipping address in our system.
You have a short window to correct the mistake:
Unfortunately, we can no longer cancel the order or change the destination, as the fulfillment process has already begun.
If you missed the 2-hour cancellation window, please follow these steps:
Choose to have the package sent to a local Pick-up Point instead.
","user_segment_ids":[]},{"id":32645616850066,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/32645616850066.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/32645616850066-How-Can-I-Track-My-Parcel-Order","author_id":22353277453074,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":1,"upvote_count":0,"downvote_count":1,"section_id":27018866166546,"created_at":"2026-01-19T03:43:19Z","updated_at":"2026-08-03T23:25:46Z","name":"How Can I Track My Parcel Order","title":"How Can I Track My Parcel Order","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-17T18:28:36Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Customer"],"body":"Once you have ordered a Parcel for delivery, you can easily follow its journey from our partner directly to your doorstep.
After your Parcel has been dispatched, you will receive a confirmation email from Too Good To Go containing a tracking link.
While most Parcels arrive within 3–5 business days, shipping times can vary depending on the courier and your location.
Because we use third-party postal services to deliver Parcels, they have the most specific information regarding your shipment.
Please contact the courier directly if:
At Too Good To Go, our mission is to reduce food waste. To ensure this works for both our customers and our partner stores, we have a clear policy regarding refunds and compensations.
We are happy to provide a refund if the issue was caused by the store or by a technical error on our part. Examples include:
Because Surprise Bags are prepared specifically for you to prevent food from being thrown away, we cannot offer refunds or compensation for customer-side issues. This includes:
Important Note: Once a collection window has passed, the store has often already set aside the food for you. If you don't show up, that food may still end up being wasted, which is why we are unable to compensate for missed pick-ups.
Once approved, a refund usually takes 3–10 business days to reflect in your account.
Important: Depending on your bank, the refund may not appear as a separate \"credit\" transaction. Instead, the original \"pending\" charge may simply disappear from your statement. We recommend checking your statement for the original transaction date.
","user_segment_ids":[]},{"id":32645581700754,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/32645581700754.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/32645581700754-Why-Is-My-Promotional-Voucher-or-Discount-Code-Not-Working","author_id":22353277453074,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":1,"upvote_count":0,"downvote_count":1,"section_id":28998734561682,"created_at":"2026-01-19T03:32:55Z","updated_at":"2026-08-03T13:20:11Z","name":"Why Is My Promotional Voucher or Discount Code Not Working?","title":"Why Is My Promotional Voucher or Discount Code Not Working?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-03T13:20:11Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Vouchers","Customer","Payment issue"],"body":"If you received a discount code via email or social media and are having trouble redeeming it, or if you participated in a promotional challenge but have not received your reward, please follow the troubleshooting steps below.
Discount codes cannot be applied directly at the checkout screen. They must be added to your account profile before placing an order:
Open the app and go to Profile.
Tap the Settings (cog icon) in the top right corner.
Select Vouchers.
Tap + Add voucher.
Enter your code accurately and tap Add.
Note: Once added, the discount will appear as an option to select during the payment step of your next purchase.
If you receive an error message when entering a code, it is usually due to one of the following:
Global Redemption Limits: Many promotional codes have a maximum limit on total uses across the app. Once that limit is reached by the community, the code expires automatically.
Expiration Dates: Campaign codes are often time-sensitive and valid for a short window, make sure to double check the campaign validity dates and times.
Formatting Errors: Codes are case-sensitive. Check for extra spaces before, inside, or after the text.
Because every marketing campaign, challenge, or promotion has unique rules, make sure to check the specific Campaign Terms & Conditions.
In Email: Scroll to the bottom footer of the promotional email received.
In-App: Tap on the campaign banner or check the Notifications / Inbox tab in the app for a link to the official terms.
Social Media: Look for a link in the post description or bio.
Minimum Spend: Check if the offer requires a specific order total before the voucher applies.
Store Restrictions: Check if the code is valid only for specific partners, cities, or Surprise Bag types.
User Eligibility: Check if the promotion is restricted to first-time buyers or specific regions.
If you completed a campaign challenge (such as saving a specific number of Surprise Bags) but have not received your reward, please verify the following against the campaign T&Cs:
Collection Status: You must complete the in-app \"swipe to collect\" at the store. Cancelled, refunded, or uncollected bags do not qualify.
Strict Timeframes: Ensure both the purchase and the physical pickup occurred within the exact start and end dates listed in the T&Cs.
Processing Time: Reward vouchers are not always instant. Allow up to 24 hours after collecting your bag for the voucher to automatically generate in your account.
These terms and conditions for Too Good To Go’s Special Rewards Programme (“Special Rewards Terms”) supplement the Too Good To Go User Terms (“User Terms”) and any other terms that are in effect at any time you use the Too Good To Go app (the “App”). In the event that a provision in these Special Rewards Terms conflicts with any of the provisions in the User Terms or any other applicable terms, these Special Rewards Terms shall apply.
What is the Special Rewards Programme? A Special Reward, or reward, is an incentive offered by participating stores (“Participating Store(s)”) to users of the App (“User(s)”) who save one of the Participating Store’s Surprise Bags via the App. Special Rewards can vary depending on the Participating Store and are intended to be redeemed on Users’ in-store purchases next time Users visit the Participating Store (Surprise Bag purchases not included). Earned Special Rewards are listed under the User’s profile in the App and can be redeemed using the App’s standard swipe functionality when making a purchase at the Participating Store in question.
Definitions: All definitions contained within our User Terms and any other applicable terms shall remain the same, unless expressly defined otherwise in these Special Rewards Terms
Eligibility: Special Rewards are available for use only by registered Users of the App who have saved a Surprise Bag from a Participating Store via the App. Issuing Special Rewards is at the discretion of the Participating Store, and there are no guarantees of earning a Special Reward even if it has been offered by the store previously. Unless otherwise specified in the App, the same Special Reward may only be earned once by the same User.
Reward redemption: A Special Reward can be redeemed in connection with a User’s in-store purchase at the same Participating Store whose Surprise Bag the User saved previously via the App, subject to availability. The reward details will be provided by the Participating Store. Stores belonging to the same brand are not considered the same; Special Rewards can only be redeemed at the exact same store from which the User collected their Surprise Bag.
Non-transferable: Special Rewards are non-transferable and cannot be exchanged for cash or credit.
Validity: Special Rewards must be redeemed within the redemption period specified by Participating Stores. No extensions will be accommodated.
Responsibility: Special Rewards are offered directly and exclusively by Participating Stores. Too Good To Go is not responsible for their availability, functionality, or any additional terms set by Participating Stores. Any issues should be addressed directly with Participating Stores.
Disclaimer: Too Good To Go cannot be held accountable for any Special Reward lost, stolen, destroyed, or used without the User’s permission.
Exclusions: Special Rewards cannot be redeemed for products that are restricted by law or regulation from receiving discounts, promotions, or other incentives. These may include, but are not limited to, tobacco products, alcohol, pharmaceuticals, gambling or lottery-related services, and other regulated goods. Participating Stores are solely responsible for ensuring compliance with applicable laws when offering Special Rewards. Too Good To Go reserves the right to exclude such products from eligibility in accordance with applicable regulatory requirements.
Fraud prevention: Too Good To Go reserves the right to take appropriate actions in cases of suspected fraud or abuse. This may include withholding or invalidating Special Rewards or closing a User's App account.
Changes: Too Good To Go and Participating Stores reserve the right to modify or cancel any Special Reward type at any time without prior notice, including adding, removing, or altering available reward types, features, or conditions. Furthermore, Too Good To Go reserves the right to modify or cancel the Special Rewards Programme at any time without prior notice. Any such changes will only be made when reasonable and necessary and will not affect Special Rewards already earned before the effective date of the changes and still within their valid redemption period, unless the change is required to comply with applicable law or regulation, or to prevent misuse or fraud.Your continued participation in the Special Rewards Programme after any such modifications constitutes your acceptance of the updated terms.
Participation and acceptance of terms: By receiving or redeeming a Special Reward, or otherwise participating in the Special Rewards Programme, you agree to be bound by these Special Rewards Terms.
","user_segment_ids":[]},{"id":32585428382994,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/32585428382994.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/32585428382994--CX-GROWTH-SF-ALIGNMENT-ON-INCOMING-PARTNER-REQUESTS-Japan","author_id":29143861537938,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":24730379264146,"created_at":"2026-01-16T02:59:47Z","updated_at":"2026-07-09T01:23:02Z","name":"🇯🇵CX & GROWTH SF ALIGNMENT ON INCOMING PARTNER REQUESTS - Japan","title":"🇯🇵CX & GROWTH SF ALIGNMENT ON INCOMING PARTNER REQUESTS - Japan","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-07-09T01:23:02Z","user_segment_id":null,"permission_group_id":23923324381970,"content_tag_ids":[],"label_names":[],"body":"CUSTOMER CARE AGENTS (alias CX in this document)
(n.b. when in doubt reach out to Japan CX TL - Tomoki Kimura)
| PARTNER REQUEST | \nAccount | \n||
| Type | \nExamples | \nKA | \nIndies | \n
| Operational Adjustments | \n
| \nCX support | \nCX support | \n
| MyStore Questions / Queries | \n
| \nCX support | \nCX support | \n
| Re-Training | \n
| \nGrowth Owner | \nGrowth Owner | \n
\n
\n
| PARTNER REQUEST | \nAccount | \n||
| Type | \nExamples | \nKA | \nIndies | \n
| New Item Creation | \n
| \nGrowth Owner | \nCX support | \n
| \n Existing Item Amendments \n
| \n
| \nGrowth Owner | \nCX support | \n
| Store Profile Amendments | \n
| \nGrowth Owner | \nCX support | \n
| Store Location Changes | \n
| \nCX support | \nCX support | \n
| Store Contact Amendments | \n
| \nCX support | \nCX support | \n
| PARTNER REQUEST | \nAccount | \n||
| Type | \nExamples | \nKA | \nIndies | \n
| New Store | \n
| \n\n CX to reach out to Sales \n\n | \n|
| Reactivation | \n
| \nGrowth Owner | \nGrowth Owner | \n
| \n Hard Churn \n
(i.e. there is nothing we can do to retain the store on the app) \n | \n
| \nGrowth Owner | \nCX support | \n
| \n Soft Churn \n
(i.e. partner wants to leave for a non administrative reason) \n | \n
| \nGrowth Owner | \nGrowth Owner | \n
| Potential Churn / Churn Risk | \n\n Scenario 1: Agent intuition, if after initial resolution / answer by CX the partner tone is still dissatisfied because of: \n
Scenario 2: No indication from partner, but CX agent believes store may be disengaged and needs to be contacted: \n
| \nGrowth Owner | \nCX support | \n
| PARTNER REQUEST | \nAccount | \n||
| Type | \nExamples | \nKA | \nIndies | \n
| \n Payment Questions / Queries \n
| \n
| \nCX support | \nCX support | \n
| \n Financial Documents Questions / Queries / Downloads \n
| \n
| \nCX support | \nCX support | \n
| Bank Details | \n\n ⚠️ the self-serve feature on MyStore is restored with a new 2 Factors Authentication process: the user is able to edit the bank information only through the process of using 2FA \nPlease refer this article for Japan bank registration the process is both more secure and simpler \n | \nCX support | \nCX support | \n
| Debtor Adjustments | \n\n \n GO to determine if changes requested can be made on existing debtor or if a new debtor needs to be created (new debtor will trigger new T&Cs to be accepted) \n
When in doubt if changes should be made on existing debtor or if you should create a new debtor, reach out to your manager \n | \nGrowth Owner | \nCX support | \n
| Financial Disputes / Challenges | \n\n ⚠️After being helped by CX, partner is disputing / challenging any of the following: \n
| \nCX support | \nCX support | \n
| Financial Adjustments | \n
| \nGrowth Owner | \nCX support | \n
| PARTNER REQUEST | \nAccount | \n||
| Type | \nExamples | \nKA | \nIndies | \n
| Escalation Request by Partner | \n
| \nGrowth Owner | \nCX support | \n
| Ratings support | \n
| \nGrowth Owner | \nGrowth Owner | \n
| Dynamic Pricing | \n
| \nGrowth Owner | \nCX support | \n
If a store cancels your order, you don’t need to request a refund.
The payment you see on your bank account is a pre-authorization (a temporary hold), not a completed charge.
When the store cancels, this pre-authorization is lifted automatically — you won’t see a separate “refund” on your bank statement.
Depending on your bank processing times, it may take a few days (and up to 30 days in some cases) for the pre-authorization to disappear from your account.
What you can do to check your refund
Open the app.
Go to Profile > My Orders.
Tap the order in question.
\nIf a refund has been processed for this order, it will appear there.
🔎 Important to know:
The date shown in the app is only an indicative timeline — the actual processing time always depends on your bank or payment provider.
If the date has passed and you don’t see the refund in your account, check your bank statement using the unique Order ID from the app.
\nIn many cases, the pre-authorization has simply been lifted (disappeared) rather than shown as a refund.
If you can still see the transaction but no refund, please contact your bank or payment provider for an update.
✅ Rest assured: once the pre-authorization is released, you will not be charged for the cancelled order.
","user_segment_ids":[]},{"id":29025311573266,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/29025311573266.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/29025311573266-How-to-use-a-voucher-at-checkout","author_id":22117539037458,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":3,"upvote_count":1,"downvote_count":2,"section_id":28998734561682,"created_at":"2025-08-26T14:18:24Z","updated_at":"2026-09-25T12:22:29Z","name":"How to use a voucher at checkout?","title":"How to use a voucher at checkout?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-09-25T12:22:29Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Payments","Payment issues","Vouchers","Customer","Tips"],"body":"
It is essential to track your voucher's expiration date, as expired vouchers cannot be used.
Tip: Always check your voucher balance and expiry date before heading to checkout to ensure a smooth Surprise Bag pickup!
","user_segment_ids":[]},{"id":28998308423186,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/28998308423186.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/28998308423186-What-payment-methods-can-I-use","author_id":22117539037458,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":17,"vote_count":57,"upvote_count":37,"downvote_count":20,"section_id":28998706755730,"created_at":"2025-08-25T13:56:23Z","updated_at":"2026-11-02T02:31:23Z","name":"What payment methods can I use?","title":"What payment methods can I use?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-26T13:43:35Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["Payments","Payment methods","Customer","How it works","Ordering bags"],"body":"At Too Good To Go, all transactions are handled securely within the app to ensure your Surprise Bag is reserved correctly.
When you proceed to checkout, you will see the payment options available in your specific country. Common methods include:
Note for Sweden: Swish is currently not available as a payment method in Sweden.
If you do not see a Loyalty Card in your app, it means the program is not yet active for your account.
If the program becomes available for you, the card will appear automatically in your app. Our Support team cannot manually add a Loyalty Card to an account.
","user_segment_ids":[]},{"id":28718618848914,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/28718618848914.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/28718618848914-How-does-the-Refer-a-friend-Invite-a-friend-program-work","author_id":22117539037458,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-12,"vote_count":24,"upvote_count":6,"downvote_count":18,"section_id":28712832220690,"created_at":"2025-08-12T15:08:37Z","updated_at":"2026-10-19T21:57:04Z","name":"How does the Refer a friend / Invite a friend program work?","title":"How does the Refer a friend / Invite a friend program work?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-08-12T15:08:43Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":["C2C referral","Invite a friend","Customer","Refer a friend","How it works","Rewards"],"body":"When you request a copy of your personal data (GDPR) via the Too Good To Go app or our privacy portal, the information is provided in a JSON (.json) format. This is a standard data format that is easily readable by computers but may require specific steps to view on a personal device.
If you are having trouble opening the file after downloading it, please follow the steps for your specific operating system:
Data Request: If you haven't requested your data yet, you can do so directly within the Account Settings of the Too Good To Go app or via our Privacy Portal.
","user_segment_ids":[]},{"id":28326656968338,"url":"https://tgtg.zendesk.com/api/v2/help_center/en-us/articles/28326656968338.json","html_url":"https://tgtg.zendesk.com/hc/en-us/articles/28326656968338-Dynamic-Pricing-Appendix","author_id":24878210565138,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":76,"vote_count":308,"upvote_count":192,"downvote_count":116,"section_id":25164279531794,"created_at":"2025-07-25T12:02:37Z","updated_at":"2026-10-31T12:52:16Z","name":"Dynamic Pricing Appendix","title":"Dynamic Pricing Appendix","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-07-14T10:17:19Z","user_segment_id":null,"permission_group_id":20699690148114,"content_tag_ids":[],"label_names":[],"body":"Dynamic Pricing is a pricing tool based on an algorithm that finds the optimal consumer price of a Surprise Bag. Based on various factors like store location, Surprise Bag type, and consumer purchase history. The Dynamic Pricing tool will continuously adjust the consumer price of a Surprise Bag in order to optimize both the number of Surprise Bags saved and our partners' revenue. The Dynamic Pricing tool may determine that the optimal price for a Surprise Bag or a Store location in general is the original fixed pricing or it may determine that the continuous adjustment of pricing is more optimal for a specific Surprise Bag or Store location.
If the Dynamic Pricing tool determines that continuous adjustment is the optimal choice based on the underlying algorithms, e.g. how many of your Surprise Bags typically get saved compared to the total number of Surprise Bags you have available within a given sales window, the starting consumer price of your Surprise Bags at the beginning of each sales window may vary from day to day if you have toggled on the Dynamic Pricing tool.
Throughout the sales window, the Dynamic Pricing tool may continuously adjust the price based on real-time supply and demand to help increase the likelihood of your Surprise Bags getting saved.
The graph below visualizes the principles of Dynamic Pricing.
Explanations and caveats for Surprise Bags subject to continuous price adjustment