Delivery Partner SOP & FAQ

• When will my account be activated?

  Your account will usually take 1-2 working days to be activated. Sometimes it may take longer due to peak periods. We will update you via email and whatsapp once its activated.

• What do i do after i accept an order?

  After accepting an order, please call the customer immediately to confirm the booking and timing. Please ask about the items to make sure that you are capable of delivering it. If you are driving a vehicle, ensure that you have enough space. If you are unable to deliver, cancel the order immediately so that it can be assigned by other suitable delivery partners.

• How to speak on the phone after accepting an order?

  Always be courteous with a cheerful tone when speaking on the phone. You may use this phrase when you are connected on the phone with them “Hi, Good afternoon, my name is Paul from Ixpress. I have accepted your order and will be reaching your place at 2.00pm. Do let me know if there is anything i should take note of. Thank you!”. If you are unsure about the items, please ask about it as well to avoid a wasted trip.

• I accepted an order. When should i pick it up?

  After accepting an order please check the pick up time. Always pick up half the time of the total time to deliver. For example, if pick up is available at 4pm and deliver by 10pm. Please pick up by 7pm and deliver by 10pm.

• Can i cancel an order?

  You may cancel an order within 5 minutes of acceptance. If you cancel an order after the 5 minutes grace period, you may be penalised and/or fined $5 per order. Please take note to cancel within the grace period as late cancellation of order may cause confusion and inconvenience to the sender.

• What happens if i delivered an order late?

  If you delivered an item late. It must come with a valid proof and reason. Whenever possible please provide a picture proof so that we will be able to explain to the customer. However, if items were delivered late without any reason or due to your own negligence, a suspension or a $5 fine penalty may be imposed.

• Is there a dress code?

  You should always wear covered shoes and long pants as some locations may require you to do so to enter due to safety precautions. You may wear apppropriate T-Shirt preferably a plain one.

• How do i check orders that i have accepted?

  Click on the calendar and you will see dates with blue dots. Those dots means that you have pending orders on that day. Click it and you will be able to view orders that are assigned to you.

• I encountered a problem with an order / customer. What should i do?

  If you encounter any problem, please contact our admin immediately using hippo chat on the app. Please keep calm and we will try to advice you the next steps to solve the issue as soon as possible.

• I have accepted an order and will be heading to the pick up location now. Is there anything i should do before heading there?

  Whenever you are heading to the pick up location, always slide to start the order on the app. By doing so, it will automatically inform the sender/recipient so they can be prepared for your arrival. 

• Always have your location services on

  During pick up and delivery, always have location services on at all times so that sender/recipient will be able to track your location. Failing to do so may cause confusion and order cancellation.