Bulk Order Frequently Asked Questions (FAQ)

Q1: I try to upload my file, but it shows me error messages with something went wrong. What should I do?
A1: Please check and make sure the file is uploaded in CSV format, you may refer to this guide: https://gogetmy.zendesk.com/hc/en-us/articles/115010238887-Using-Google-Sheets-to-export-CSV 

Aside from the file format, kindly ensure all fields are filled up following the format provided: https://gogetmy.zendesk.com/hc/en-us/articles/115010119107-Bulk-Orders-CSV-Upload-Instructions.

Q2: I have uploaded my CSV file but I need to cancel an order, what should I do? 

A2: You are allowed to cancel a delivery submitted in the bulk order at least 48 hours in advance of the pick up time. Delivery fee for this stop will be refunded accordingly. If delivery is cancelled within 48 hours or after the pick up time, the delivery fee for the cancelled stop will not be refunded.

To cancel a delivery, you are required to report a job if you need to cancel the delivery. When you file the report, please state which is the receiver name and address. You are not allowed to cancel the task in the app itself, the report filed is only for recording purposes and if you're eligible for refund it will be processed accordingly. 

On top of that, upon handing over the item to GoGetter at the pick up point, kindly message or let the GoGetter know which delivery is cancelled, so both party is aware and aligned on the number of items needed to be picked up. 

Q3: My customers need to change address, what should I do now?

A3: You're not allowed to edit the address after the bulk order has been created successfully. You can contact the GoGetter, and pass the new address via GoGet chat. The changes of address is subjected to GoGetters' availability and GoGetters will try their best to accommodate the changes. If the GoGetter is unable to deliver the item to the new address, the item will be returned to the pick up location on the same day, or the next available operation hour. 

The compensation rate of RM5 for the first 1-5km and RM1/km for bike and RM1.10/km for car for additional km is applicable for extra distance traveled due to changes in location.

Q4: My customer is not at home, GoGetter needs to return the item.

A4: GoGetter will update the task as "Failed Delivery" and a return fee will be charged. Please report the job. The compensation rate of RM5 for the first 1-5km and RM1/km for bike and RM1.10/km for car for additional km is applicable for extra distance traveled due to changes in location. Please refer this article for more information: https://gogetmy.zendesk.com/hc/en-us/articles/360036609233-Compensation-Policy-for-GoGetter-from-Poster

Q5: My customer did not receive the item.

A5: GoGetters are required to attach a proof of delivery upon completing every delivery. Please cross-check the photo attached in your GoGet dashboard and receiver details. Upon checking the photos and receiver still insists that no delivery was received, kindly report the job and our support team will investigate the issue and update you within 48 hours of the incident. To learn how to report a job, please refer to this article for more information: https://gogetmy.zendesk.com/hc/en-us/articles/212463768-How-can-I-report-someone-or-an-incident-

Q6: What is the latest cut off time for me to upload my bulk order?

A6: Kindly upload the file 1 hour before your preferred bulk upload window, for instance, if you're looking to opt for 10am to 12pm pick up window, you're required to upload the file by 9am. Please ensure you have sufficient credit to proceed with the bulk order.

Q7:One of the drop offs needs to be cancelled.  Can I get a refund?

A7: If delivery is cancelled within 48 hours or after the pick up time, the delivery fee for the cancelled stop will not be refunded.

To cancel a delivery, you are required to report a job if you need to cancel the delivery. When you file the report, please state which is the receiver name and address. You are not allowed to cancel the task in the app itself, the report filed is only for recording purposes and if you're eligible for refund it will be processed accordingly. 

On top of that, upon handing over the item to GoGetter at the pick up point, kindly message or let the GoGetter know which delivery is cancelled, so both party is aware and aligned on the number of items needed to be picked up. 

Q8: GoGetter has arrived but the items are too big for his car. What should I do now?
A8: Prior uploading your bulk upload, kindly make sure the item fits the below: 

• Only for items that can be fit into sedan or bikes.
• Item must be suitable for 4-hour delivery condition. 
• Car: Max 50cm x 35cm x 40cm per item, max 25kg per stop, total max weight 100kg. 
• Bike: Max 11cm x 10cm x 11cm per item, max 4kg per stop, total max weight 12kg. 

If the item is within the capacity stated above and GoGetter's vehicle is unable to fit the item, kindly advise the GoGetter to cancel the job by selecting cancellation reason: "Package is too big for pickup." You're not allowed to cancel the job and only GoGetter can cancel it. Once it is cancelled, the job will be open up to other GoGetters and our system will get you a replacement. However in the event if the GoGetter is not able to cancel the job, please call our helpline by clicking here and let our Support team know the situation to assist accordingly.

Q9: How do I report a job if I face any issues?
A9: Please refer this article: https://gogetmy.zendesk.com/hc/en-us/articles/212463768-How-can-I-report-someone-or-an-incident- for steps to report a job.

For other issues, you may refer to: 

https://gogetmy.zendesk.com/hc/en-us/sections/900000145826-Delivery-Job-in-Progress-FAQ

https://gogetmy.zendesk.com/hc/en-us/sections/202681237-Issue-resolution