What is instant service?

Instant Delivery is designed to give sellers and buyers the fastest delivery experience on our platform — with orders reaching buyers within a few hours they are placed. With Instant Delivery, the courier will pick up the package from you and deliver it straight to the buyer, without stopping at any sorting stations. Because of this direct delivery model, Instant Delivery has stricter requirements for meeting lead times and following packaging guidelines. Mall & Star Shops are required to participate in the Instant programme.

How does Instant Delivery work?

Seller Arrange shipment period: 8:00AM - 8:00PM

1. Instant Delivery SLA

2. Restriction

Benefits of Instant Delivery

1. Boost Your Shop’s Exposure

2. Strengthen Your Market Presence

3. Increase Sales and Enhance the Buyer Experience

What do I need to do (as a seller) when I join the instant delivery

For Instant Delivery orders, make sure you complete the extra step when arranging shipment. After printing the shipping label, you must arrange shipment in the system. The system will only assign a driver after you arrange shipment, so be sure to do this promptly to avoid delays.

How to enable instant services

Step 1: goto Account Setting > Warehouse Setting to review and validate your pinpoint as rider will use this information for picking up your packages. Please follow the steps below for more details.
⚠️ Important: system may automatically set pinpoint for you, please click edit and review again whether the pinpoint is correct.
Step 2: goto Shipping > Shipping options page and follow below steps

1. Select your warehouse
2. Select "instant" and enable the service

** For SOF sellers, you will need to operate on a product level:
Go to Product >> Manage products >> (Product) Edit >>Delivery options >> Custom >> Instant

Shipment Arrangement and Handover guidelines

You can find full information about order management in A Complete Guide to 'Shipped via Platform' article. This article will only highlight key different information.
Step 1: Go to Manage orders and add filter for 'Shipping options' and filter "instant". ⚠️ Important: It is strongly recommended that sellers regularly monitor their instant orders and fulfill them as soon as possible to ensure compliance with the SLA. Refer to the instant Service SLA guidelines for more details.
Step 2: Print shipping labels and pack your orders. Select orders you would like to fulfill and select "Print documents" > "Shipping label".
Step 3: After packing, click "Arrange Shipment" to request pickup. The rider will contact you and collect the order.
⚠️ Important:

• instant shipments can only request for pickup during provider operating hours. Plan ahead to ensure timely fulfillment.

• In case of bad weather or unexpected events causing a driver shortage, our system will automatically retry to assign a driver. However, if the order isn’t picked up within the SLA period, the order may be canceled. Don’t worry! You can contact our support team for assistance. Help Center.
• You can find the driver’s contact details by clicking "View Logistics" — the driver’s name and phone number will be displayed.

Handover the parcel

To ensure the correct parcel is picked up, show and confirm the pickup code with the driver before handing over the package. The pickup code is located at the top right and as a watermark on the shipping label.

Reschedule your pickup

If needed, pickup can be rescheduled once. Please follow the instructions below to proceed.
Step 1: go to order and select More action > Reschedule PickupStep 2: select a new pickup schedule and input information of date, time, and reasons.
⚠️ Important:

• The system will only allow reschedule only 1 time
• 'Reschedule day' is limited to only the order received date and the following day.
• 'Time' options are available only within the shipping provider's operating hours.
  

You can check your rescheduled information by More action > View Reschedule Pickup.

Shipping Fee Rate Card - For buyer

FAQ

What is the difference between Instant & Standard Service?

Instant Delivery is designed to give sellers and buyers the faster delivery experience on our platform. With Instant Delivery, the courier will pick up the package from you and deliver it straight to the buyer, without stopping at any sorting stations. Because of this direct delivery model, Instant Delivery has stricter requirements for meeting lead times and following packaging guidelines. For more information about SLA and how to set shipping options, you can refer to following articles (Instant service SLA).

Can I open Instant for only some specific SKUs?

Yes, instant service can be activated at SKU level.
Guideline:

1. Go to Seller Center -> Products -> Manage Products
2. Choose products you want to activate Instant and click "Edit" -> Shipping -> Custom
   

Why buyer can not see instant service in my shop even shop already opened instant service?

Please check via the following methods

• App version: Pls check the buyer's APP version to see whether the latest version (or after which version)?
• Coverage area and Distance:
  • Instant service is only opened for selected areas.
  • The distance between the buyer's and seller's warehouse addresses exceeds 30 kilometers
• Open by sku level: Please check if this SKU is subscribed to SKU level and does not select instant

What if there is no rider picking up the parcels?

• For instant orders, sellers may encounter no courier pickup due to traffic conditions. The system will automatically retry to reassign to new couriers. We appreciate your patience as the system reassigns your order.
  • Late Delivery Rate (LDR): You will not be penalized if the delay is caused by a lack of available riders.
  • Seller Fault Cancellation Rate (SFCR): If an order is automatically cancelled due to no rider pickup, please contact our help center to appeal the penalty.

You can find more information about Instant service SLA.

Can I arrange a third party transport to deliver the order to the buyer if driver is not found for long period of time?

• No, you should not arrange a third party delivery to send the order to the buyer outside of the platform arrangement. In such cases, the platform will not be able to complete the sales and the seller is responsible for recovering the cost of the orders from the buyer separately.

What is the recommended method of handing over Instant Order to the riders?

• Confirming the details of the riders and the orders before handover the package to riders. Checking with rider to confirm update orders to “Pick Up” in their app in real-time at your location.
• If a rider has picked up the parcel but did not update in their app, this may risk for order cancellation. the platform will not bear the responsibility for the loss of the order.

Do I have to pay any extra fee to the riders if the order failed to delivery and have to be returned?

No, you don't need to pay any extra fee to the riders to get the returned parcels. The rider's fee will be refunded later by their companies.

Can I deactivate Instant Service from my shop?

• Yes, you can deactivate instant service in seller center
  

Can I reschedule pickup for orders with Instant Services?

Yes, it is possible to reschedule your pickup by follow below steps

1. Go to Manage orders and select orders you want to reschdule.
2. Select 'More action' > 'Reschedule Pickup'
3. Select a new pickup schedule and input information of date, time, and reasons.

Important:

• The system will only allow reschedule only 1 time
• 'Reschedule day' is limited to only the order received date and the following day.
• 'Time' options are available only within the shipping provider's operating hours.

You may refer to the article for the guidelines on how to manage your Instant orders.

Where can I check courier contact Instant Services?

You can follow below steps

1. Go to Manage orders and select orders you want to check courier contact
2. Select on 'View logistics' and the rider contact will be available under logistics tracking section

Why am I not able to "arrange shipment"?

For instant and same day services, sellers MUST arrange shipment during shipping provider operating time. Sellers can check operating time in the order management page.