What issues may come up during the pick up process?
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Wrong recipient address
The order has been assigned to the incorrect district due to the GPS error.
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The parcel is not ready
The parcel has not arrived at the warehouse, or the merchant has not sent the parcel so the parcel cannot be found at the pick up location.
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The merchant/ recipient requests cancellation or rescheduling of the delivery (must provide conversation proof)
You have to screenshot and keep the call log of your conversation with the merchant/ recipient for further reference.
Notice⚠️
- Recipients not picking up calls is not an acceptable reason for cancellation. Even if the recipient did not pick up your call, you must deliver the parcel to the textual address after picking up the parcel. - If the recipient requests a reschedule but you cannot deliver the parcel at the rescheduled time. Please remark the delivery time that recipient requested when canceling, screenshot and keep the call log of your conversation with the merchant/ recipient for further reference.
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1.) On the "My Orders" page, select the corresponding order. Then click the ‘Begin pickup process’ button and select ‘Cancel Pickup’.
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2.) On the ‘Cancel pick up’ page, select the most suitable reason and continue.
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3.) Provide the pick up point photo, upload the screenshot or call log of your conversation with the merchants or recipients.
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4.) A pop-up notification will be shown after finishing the ‘unable to pick up’ process.
No QR code for scanning
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Cannot pick up the order from merchant
After accepting the order, the merchant claims there is no order?
Cannot find the parcel at warehouse
Arrived at the pick up point but cannot find the parcel?
Merchant changes the drop off address
After accepting the order, the merchant/ recipient request to change a new address?
No QR code at the merchant / wrong QR code
There is no QR code on the parcel, or is the QR code incorrect?
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Weight/dimensions issue of the parcel
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