FAQ

1. I see options "Express: 4 Hours Delivery" and "Delivery+: 4 Hours Delivery with Added Service", which ones should I choose?

If you only require a regular transfer or delivery of items on a point to point basis, with no additional instructions, skills and requirements, then you should pick Express : 4 Hours Delivery.

However there are certain advantages and benefits of Delivery+ vs a regular Express 4 hours order. The benefits of Delivery+ is the flexibility of the service and the removal of restrictions of a regular parcel point to point transfer. When considering Delivery+ vs a regular Express 4 hours, you should think of the additional tasks and the complexity of the additional tasks involved. For example, Delivery+ should be used over a regular Express 4 hours when

• your task is not a pure parcel delivery, when customized handling is required;

• when you have specific requests in pick up, drop off times that makes this a concierge type service;

• you may ask the freelancer to provide additional help other than a delivery and transport service;

• freelancer needs to be compensated for additional time spent and tasks on an hourly rate (e.g. assembling items, distribution of leaflets on the spot for a 2-hour shift)

• requirement may incur reimbursable expenses such as parking or paying on behalf of the user, on top of just commuting and handling items to be transported

1. What should I do if the "Confirm" button cannot be clicked due to an unrecognisable address?

Please click on "Need Assistance?" below, and report to Pickupp customer service that the address cannot be recognized. Please ask for assistance in adding the address and then proceed with placing the order.

1. How do you seek for help if you encounter an issue on the Pickupp platform?

Do not worry if you encounter issues. Various order-related problems can be quickly resolved through real-time our customer service, which can be accessed by clicking the speech bubble button at the bottom right corner of our Merchant Portal.

1. How to do you cancel an order?

You can request order cancellation through the "Orders" in "Order List".

1. Definitions of the different order statuses?

Order Status Definitions

Status	Description
scheduled​	This status means that the order has been created and is scheduled for delivery.
assigned​	This status is emitted when the order is accepted by a delivery agent before the parcel has been picked up the driver!
enroute	This status is emitted when the order has been successfully picked up by the driver and it is on the way to the recipient.
delivered	This status is emitted when the order has been successfully delivered to the recipient.
unable_to_pickup	This status is emitted when the delivery agent has failed to pickup the parcel from the sender.
unable_to_deliver	This status is emitted when the delivery agent has failed to dropoff the parcel to the recipient.
returned	This status is emitted when the order has failed to dropoff the parcel to the recipient. and therefore needs to be sent back to the sender.
merchant_cancelled	This status is emitted when the order has been cancelled by either the merchant or Pickupp admin (by merchant's request).

1. What happens when the order is Unable to Pickup (UTP) or Unable to Deliver (UTD)?

Unable To Pickup (UTP)

1. When our delivery agent is unable to pick up within the scheduled time, we mark it as "Unable To Pickup" (UTP).

2. You will need to place another order if the order is Unable to Pickup by delivery agent. This new order will be charged at 50% of the initial (first attempt) order.

3. Reasons that may lead to this situation:

• Unable to reach pickup location / Sender (UNREACHABLE): We cannot contact the sender, making it impossible to arrange for pickup.

• Wrong pickup address (WRONG_ADDRESS): The provided pickup address is incorrect, preventing us from accurately locating the pickup location.

• Item not ready for pickup (ITEM_NOT_READY): The sender has not prepared the package for pickup.

• Item too large for agent vehicle (ITEM_OVERSIZE): The package size exceeds the limits of our agent's vehicle, preventing pickup.

• Parcel was rescheduled by recipient (RESCHEDULED): The recipient has requested a rescheduled pickup time.

Unable To Deliver (UTD)

1. If we cannot successfully deliver your package to the recipient, we mark it as "Unable To Deliver" (UTD).

2. Each paid order includes ONE delivery attempt only.

3. The order will be sent back to you for free within the same day if the order is unable to deliver.

4. In addition to the information above, the order price with these conditions will be charged accordingly:

• Charged in full for successful delivery; or

• Charged 50% of order price if the Merchant cancels the order in accepted status; or

• Charged 50% of order price if the Merchant delays the pickup; or

• Charged in full if an attempted order cannot be dropped off due to recipient’s request or issue; or

• Charged HK$5 if there is no waybill/QR code pasted on the parcel.

1. Reasons that may lead to this situation:

• Wrong recipient phone number (WRONG_PHONE_NUMBER): The contact information provided by the recipient is invalid, and we cannot communicate with them.

• Wrong recipient address (WRONG_ADDRESS): The recipient's provided address is incorrect, preventing accurate delivery of the package.

• Agent unable to reach recipient (RECIPIENT_UNREACHABLE): We cannot contact the recipient, making it impossible to arrange for delivery.

• Recipient rejected parcel (RECIPIENT_REFUSE): The recipient refused to accept the package.

• Package was damaged during transit (DAMAGE): The package sustained damage during transportation, making it undeliverable.

• Parcel was rescheduled by recipient (RESCHEDULED): The recipient has requested a rescheduled delivery time.

• These reasons may result in the inability to successfully pick up or deliver the package. If you have any questions or need further assistance, please feel free to contact our customer service team.