Frequently Asked Questions About Receiving Orders on Glow
Frequently Asked Questions About Receiving Orders on Glow
Version: v1
Effective from: 05/11/2026
Applicable in: Philippines (English version)
Issued by: Operations Team · Glow Philippines
Contents
1. Can customers cancel their orders themselves on the Glow app?
2. Why can’t I receive orders?
3. Why am I not being selected by customers?
4. What should I do if the customer’s information, address, or service time is different from what is shown on the Glow app?
5. What should I do if the customer changes the service duration while I am providing the service?
6. What should I do if a customer behaves disrespectfully, engages in illegal conduct, or behaves in a manner contrary to public decency?
7. What should I do if Glow notifies me that a customer has booked me, but I do not want to accept the order?
8. Will Glow provide support if the customer does not receive the service after I arrive (“no-show”), refuses to pay, or refuses the service?
1. Can customers cancel their orders themselves on the Glow app?
No. If a customer wants to cancel an order, you need to tap “Cancel Order” on their behalf.
2. Why can’t I receive orders?
Please tap “Support” in the Glow app and provide the following information so that Glow can check the issue:
• Your registered phone number
• A screenshot of what happens when you tap “Accept Order”
3. Why am I not being selected by customers?
An order may be accepted by multiple technicians. If you accept orders but are not selected by customers, please:
• Update your profile with a clear photo of your face and a detailed description of your experience.
• Accept multiple orders at the same time, if you are able to do so.
4. What should I do if the customer’s information, address, or service time is different from what is shown on the Glow app?
If the customer’s information, address, or requested service time differs from what is shown in the app, please confirm the details with the customer before travelling or starting the service. If you are unable to proceed with the order, tap “Cancel Order”, select the correct reason, and report the issue through “Support”.
If both parties agree to proceed with the service, the technician and customer may agree on payment arrangements before the service begins.
5. What should I do if the customer changes the service duration while I am providing the service?
Please continue providing the service for the duration requested by the customer and tap “Complete Order”. Then tap “Support” in the Glow app to report the issue and request assistance.
The advertising fee will be adjusted according to the amount you collect from the customer if the customer increases or decreases the service duration.
6. What should I do if a customer behaves disrespectfully, engages in illegal conduct, or behaves in a manner contrary to public decency?
Please politely refuse the customer, stop providing the service, and ask the customer to cover your travel costs before you leave. Then cancel the order in accordance with Glow’s policies.
7. What should I do if Glow notifies me that a customer has booked me, but I do not want to accept the order?
Please do not tap “Accept Order”, or select “Decline”.
To temporarily hide your profile from the list of visible technicians, go to “Account” and turn off “Show Profile”. When “Show Profile” is turned off, customers will only see your profile when you actively accept an order.
8. Will Glow provide support if the customer does not receive the service after I arrive (“no-show”), refuses to pay, or refuses the service?
If you contact or make arrangements with the customer outside the app, Glow will not be responsible for or provide support for any issues that arise.
* Notes:
• Support payments will be transferred to the technician’s bank account.
• Only one type of support can be provided for each order. Support payments cannot be combined.
a. If the customer does not receive the service after the technician has arrived
You should proactively communicate with the customer and ask them to cover your travel costs. If the customer does not provide support, cancel the order in accordance with Glow’s policies and submit supporting evidence through Glow’s support channels.
Valid photo evidence includes a photo taken at the customer’s location showing your face and the customer’s address (with the house number clearly visible), or a screenshot/photo of the completed round-trip ride-hailing fare if you travelled using a ride-hailing service.
Support amount: 200 PHP / order
b. If the customer does not pay after the service has been completed
Please cancel the order in accordance with Glow’s policies and submit supporting evidence through Glow’s support channels for review.
Valid evidence includes a video recording of the incident or an audio recording of your conversation with the customer.
Support amount: 200 PHP / order
Glow is a technology platform that connects you with independent Technicians who provide beauty and personal care services at home. Glow does not provide services, does not employ, and does not train Technicians.
