Order Issue Prompts (Damaged Items)

 1) Condition of item(s) when handing over to the driver

• Was the item(s) perishable/fragile?
• Was the item(s) used or brand new?
• How was the item(s) packed?
• What was the condition of the packaging used for the item(s)?

2) Condition of item(s) when handing over to the recipient

• How was the item(s) packed?
• What was the condition of the packaging used for the item(s)?

Note: In the case of damage to the delivery item, the amount of compensation by Lalamove shall be based on Lalamove's assessment of the extent of the damage to and the actual cash value of the contents of the delivery item provided always that the amount of compensation shall not exceed the compensation limits.

Order Issue Prompts (Punctuality):

1) Order type

• Was the order placed an immediate or scheduled order?
• When was the order scheduled for?

2) Communications once the order was matched

• Did you reach out to the driver?
• Did the driver reach out to you?

3) Driver's punctuality

• Did the driver inform you that he is delayed?
• Did the driver inform you that he is unable to carry out your order?
• If so, when did the driver reach out to you?
• Do you know whether the driver is carrying out more than 1 order?
• Did the driver digress from the expected route that was supposed to be taken?

4) Receiving the items

• When did the driver arrive?

 Note: In the event that a driver is late for pickup/drop off, a grace period of 10 minutes applies once the driver has reached the pickup/drop-off location. 50% of the order fee will be compensated back to you should the driver reach the pickup/drop-off location if the driver is late for no more than 30 minutes. 100% of the order fee will be compensated back to you should the driver reach the pickup/drop-off location if the driver is more than 30 minutes late.

Order Issue Prompts (No Show)

1) Order type

• Was the order placed an immediate or scheduled order?

2) Communications once the order was matched

• Did you reach out to the driver?
• Did the driver reach out to you?

3) Driver's absence

• Did the driver inform you that he is delayed?
• Did the driver inform you that he is unable to carry out your order?
• If so, when did the driver reach out to you?

4) Cancelling the order

• When did you cancel the immediate or scheduled order?

Note: Compensation for Driver No Show is $8

Order Issue Prompts (Missing Items)

1) Condition of item(s) when handing over to the driver

• Was the item(s) perishable/fragile?
• How was the item(s) packed?
• How many bags/items were handed over to the driver?
• Did the driver pick up all of the items that is required from the pick-up location?
• What was the condition of the packaging used for the item(s)?

2) Condition of item(s) when handing over to the recipient

• How many bags/items were handed over to the recipient?
• What was the condition of the packaging used for the item(s)?
  

Note: In the case of the missing delivery item(s), the amount of compensation by Lalamove shall be based on Lalamove's assessment of the value of the missing item(s)  or the actual cash value of the contents of the missing item(s) provided that the amount of compensation shall not exceed the compensation limits.