FAQ
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.
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.
How to do you cancel an order?
You can request order cancellation through the "Orders" in "Order List".
Definitions of the different order statuses?
Order Status Definitions
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).
What happens when the order is Unable to Pickup (UTP) or Unable to Deliver (UTD)?
Unable To Pickup (UTP)
When our delivery agent is unable to pick up within the scheduled time, we mark it as "Unable To Pickup" (UTP).
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.
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)
If we cannot successfully deliver your package to the recipient, we mark it as "Unable To Deliver" (UTD).
Each paid order includes ONE delivery attempt only.
The order will be sent back to you for free within the same day if the order is unable to deliver.
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.
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.
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