Tell us what happened. We'll bring the context.

Almost always a payment retry that posted twice or a duplicate auto-renewal. Our agent checks both, refunds the duplicate when it's valid, and also checks whether an outage in the same window owes you a Plus credit. Card refunds show up in 3–5 business days.

Once the agent issues the refund, your bank takes 3–5 business days. For Plus subscribers, we issue an instant in-app credit so you can keep ordering while the bank catches up.

Open the chat and say so. The agent will pull the full charge record (date, store, items) and walk through it with you. If it's fraud, we hand off to our security team and freeze the card on file.

If our system rejected the order, you were not charged. If a charge posted but no food arrived, the agent checks order status, store group, and the network event in your region before issuing the right refund or credit.

Any service outage 4+ hours in your region triggers an automatic credit equal to one full month's Plus value. Annual plans are prorated monthly. Outages over 24 hours may add a goodwill bonus. You do not need to chase it; we detect the outage and apply the credit within 24 hours.

MyMcContext app → Account → Credits & Refunds. Every credit is itemized with what triggered it, when, and which policy authorized it. Audit-ready, on purpose.

Bronze (0–499 points), Silver (500–1,999), Gold (2,000–9,999), Platinum (10,000+). Earn 1 point per $1; multipliers kick in at Silver and above. Tier resets every January 1; if you were at Gold last year, you stay Gold for the first 90 days of the new year while you rebuild.

Points usually post within an hour. If they don't, the agent can manually credit them — bring the order receipt or just say "missing points" in chat. Most fixes happen in under 30 seconds.

2× points, a dedicated VIP support line, priority McDrive lane at participating stores, and surprise drops we won't spoil here.

If you were missing more than 5% of your order, that's a managed credit. The agent loops in your account manager automatically and pre-files the credit so you don't have to chase it. You'll hear back within 2 business hours.

Contact the McCatering team through the chat or your account dashboard. We need 24 hours' notice for orders over 50, 48 hours for over 200. Office, event, education, and hospitality segments all have dedicated specialists.

A few common reasons: code expired, minimum order not met, items in your cart aren't eligible, or you've already used a one-time code. The agent will tell you which one in chat — and apply it manually if it should have worked. We track every known app bug and credit you the difference if you got caught in one.

If the order didn't confirm, you weren't charged. If you see a pending hold, it'll drop off in 24 hours. If the charge posted but no order arrived, the agent will refund and re-place at no cost.

Yes — physical gift cards purchased after Jan 2024 can be replaced if you have the receipt or original purchase email. Digital gift cards are tied to your MyMcContext account and can't be lost.

Tell the agent in chat — include your order ID if you have it (it's in your email). For Gold and Platinum members, the agent issues a full refund + bonus points immediately. For everyone else, the agent verifies with the store and credits within 30 minutes.

Send it through chat and we'll route it to the regional ops lead. The crew loves these — and they actually get read.