Managing deliveries: What if I have issues with my deliveries (FAQ)?

Q1. Customer not at home, what should I do? 

If your items are not time-sensitive, you may arrange for a same day re-delivery with the GoGetter according to the customer's convenience or get the GoGetter to return the items to you. Both of the options have an extra charge of minimum RM 5. 

Q2. Stock has not arrived/items not ready, what should I do? 

Please do be certain you have adequate stock before confirming.

If you know your stock has not arrived, you can always 'Unconfirm' orders before 6pm cut off.

If you have confirmed the order after 6pm, and you need to cancel the delivery now, the delivery fee charged is not refundable. You can click on "Delay order button". This button will cancel the current order and move this delivery to the next delivery window. Cancellation fees apply for express delivery. 

Should your parcels not be ready during the distribution time frame, GoGetters can wait up till 15 minutes. Any additional waiting time incurred will be charged on a RM15/ hour pro rated basis as stated here under "Responsibility & Additional Charges".

Q3. GoGetter has cancelled my job, what should I do? 

If the job was cancelled before the GoGetter starts, then it will be available for other GoGetters to accept. If the job has been cancelled, you can click on "Redeliver button" to arrange a new delivery. 

Q4. GoGetter is unreachable/MIA, what should I do? 

Report the job and post a new job manually through "dispatch" or click on "Redeliver button". GoGet will compensate for any loss or damages on a case-by-case basis after investigation.

Q5. What are the refund policies?

Click here to learn more on GoGet's policies. 

Q6. What is the insurance coverage?

GoGet Business accounts are entitled for insurance up to RM 400 per dispatch, click here to learn more.

Q7. Can a customer cancel an order on Lazada? 

Once the job has been confirmed and posted on GoGet, the customer is unable to cancel the job from their Lazada account. Deliveries are posted once orders are 'Confirmed' on GoGet and after the cut off time (6pm daily for bulk, immediately for Express). 

Q8. When will Lazada pay the merchants?

Once items have been delivered, GoGet will automatically update the status to 'Delivered' on your Seller centre. Lazada will then release payment as per their terms and conditions. 

Q9. Can I use the delivery service first and top up credits later?

You are required to top up and have sufficient credits in your account or else the job will fail to post. GoGet has no postpaid credits system. 

Q10. Do I have to top up every month? 

You can top up as and when needed, not necessarily monthly. However, it is recommended to always ensure you have sufficient credit in your GoGet account. Please check your credit balance always before posting a job. 

Q11. What if I have more than one pick up location?

You can only choose one pick up location. However, you may change the pick up location at the "Merchant Info" page but take note that the deliveries that are already on your lazada order page will only be completed the next day. Multi warehousing function will be launched in the next phase.

Q12. Can I change the delivery method after account setup? 

Yes, you may change the delivery option between Bulk and Express. However, all deliveries that are already on your GoGet - Lazada order page will only be completed the next day.

Q13. What if my items are non-halal?

GoGet can still perform the deliveries regardless if the items are halal or not. However, please remember to tick the box which states "Contains alcohol/pork" to ensure the GoGetters are aware. 

Q14. Is there any surcharge for weight?

For items below 10KG, there is no extra charge. For items more than 10KG please refer to the table below:

Q15. What if my jobs are not accepted by GoGetters? 

Merchant will receive live update on the job status when a GoGetter accepted the job. The availablity of GoGetter is subjected to weather, traffic conditions and other factors. In the event if no GoGetter is available, the delivery will be postponed to the next available time.

Q16. What if my orders are not updated on Lazada?
If the status shown in GoGet dashboard is different The first step is to ensure that you have registered for the "DBS" settings on Lazada. If you have already registered for the settings then you should immediately contact Lazada.

Q17. What happened if my customer want to change delivery address?  

You are not allowed to edit the address on Lazada system, you can click on "Edit Address".You can edit the address of a customer anytime before the job is confirmed on your GoGet account. Before you edit the address, please get an acknowledgement from the customer on the changes. 

Q18. My customer did not receive the item, what should I do? 

Please report the job, and click on "redeliver button" if you need to arrange redelivery to the customer. Whenever redelivery is created, it will not update the status in your lazada system because it is a different delivery. GoGet will compensate for any loss or damages on a case-by-case basis after investigation.

Q19. My item is damaged, what should I do? 

Please report the job, and click on "redeliver button" if you need to arrange redelivery to the customer. Whenever redelivery is created, it will not update the status in your lazada system because it is a different delivery. GoGet will compensate for any loss or damages on a case-by-case basis after investigation.

Q20. The order is shown as "cancelled" at my Lazada order tab, what happened? 

If you have RTS at the Lazada system or cancel the order on Lazada system, the order will be shown as "cancelled' in your Lazada Order dashboard in GoGet dashboard. 

Q21. The order is not showing up on GoGet dashboard, what happened?

If the order appears on your Lazada system but does not show up in your Lazada Order dashboard in GoGet dashboard, please ensure that your API token is not expired. You may refer to this article on how to refresh the API token.

Q22. Do I need to print the Airway bill to stick it on the parcel?

You are not required to print the Airway bill from your Lazada seller centre. As long as you have confirmed the job and it has been posted, the rider will have all the necessary information.