Same Day Delivery FAQ

What is the difference between Sameday & Standard Service?

• Sameday Delivery is designed to give sellers and buyers the faster delivery experience on our platform. With Sameday Delivery, the courier will pick up the package from you and deliver it straight to the buyer, without stopping at any sorting stations. Because of this direct delivery model, Sameday Delivery has stricter requirements for meeting lead times and following packaging guidelines. For more information about SLA and how to set shipping options, you can refer to following articles (Sameday service SLA).

Can I open Sameday for only some specific SKUs?

Yes, Sameday service can be activated at SKU level.
Guideline:

1. Go to Seller Center -> Products -> Manage Products
2. Choose products you want to activate Sameday and click "Edit" -> Shipping -> Custom
   

Why buyer can not see Sameday service in my shop even shop already opened Sameday service?

Please check via the following methods

• App version: Please check the buyer's APP version to see whether the latest version (or after which version)?
• Coverage area and Distance:
  • Sameday service only opened for selected areas.
  • The distance between the buyer's and seller's warehouse addresses exceeds 40 kilometers （MY is 30 kilometers）
• Open by sku level: Please check if this SKU is subscribed to SKU level and does not select Sameday

What if there is no rider picking up the parcels?

• For Sameday, sellers may encounter no courier pickup due to traffic conditions. The system will automatically retry to reassign to new couriers. We appreciate your patience as the system reassigns your order.
  • Late Delivery Rate (LDR): You will not be penalized if the delay is caused by a lack of available riders.
  • Seller Fault Cancellation Rate (SFCR): If an order is automatically cancelled due to no rider pickup, please contact our help center to appeal the penalty.

You can find more information about Sameday service SLA.

Can I arrange a third party transport to deliver the order to the buyer if driver is not found for long period of time?

• No, you should not arrange a third party delivery to send the order to the buyer outside of the platform arrangement. In such cases, the platform will not be able to complete the sales and the seller is responsible for recovering the cost of the orders from the buyer separately.

What is the recommended method of handing over Sameday Order to the riders?

• Confirming the details of the riders and the orders before handover the package to riders. Checking with rider to confirm update orders to “Pick Up” in their app in real-time at your location.
• If a rider has picked up the parcel but did not update in their app, this may risk for order cancellation. the platform will not bear the responsibility for the loss of the order.

[ID only] What if a driver want to return a parcel to me but I did not receive the OTP?

• OTP may be required by a service provider own process.
• In case rider asked for OTP, you can check in your phone number input in your warehouse setup. In case no OTP received, please request the driver to contact their customer service for further support.

Do I have to pay any extra fee to the riders if the order failed to delivery and have to be returned?

No, you don't need to pay any extra fee to the riders to get the returned parcels. The rider's fee will be refunded later by their companies.

Can I deactivate Sameday Service from my shop?

• Yes, you can deactivate Sameday service in seller center
  

Can I reschedule pickup for orders with Sameday services?

Yes, it is possible to reschedule your pickup by follow below steps

1. Go to Manage orders and select orders you want to reschdule.
2. Select 'More action' > 'Reschedule Pickup'
3. Select a new pickup schedule and input information of date, time, and reasons.

Important:

• The system will only allow reschedule only 1 time
• 'Reschedule day' is limited to only the order received date and the following day.
• 'Time' options are available only within the shipping provider's operating hours.

You may refer to the article for the guidelines on how to manage your Sameday orders.

Where can I check courier contact Sameday services?

You can follow below steps

1. Go to Manage orders and select orders you want to check courier contact
2. Select on 'View logistics' and the rider contact will be available under logistics tracking section

Why cannot I "arrange shipment"?

For Sameday services, sellers MUST arrange shipment during shipping provider operating time. Sellers can check operating time in the order management page.