FAQ

Frequently asked questions.

Merchant FAQ

The cost of each Pickupp delivery depends on weight, dimension and delivery time, starting from VND 20,000 per delivery. 

Please ensure submitted weight and dimensions are accurate. Our Delivery Agents will cross check the weight and dimensions of package at pick-up time. If the dimension of the parcel does not match with the delivery order details, our delivery agents will notify merchants or Pickupp for order cancellation (a transaction fee will be charged, which is 50% of the delivery fee).

 

Fee for each extra km: VND 4,000

* Price bucket is based on the highest rank between weight & dimension

We do allow prescheduling (up to next day). However, pickup and drop off must happen on the same day.

All packages should fit into the size of a box in the dimensions of W+H+L <= 150cm. Packages that exceed the weight limit of 15 kg may not be handled or delivered. Please let our sales associate know if you require special assistance with oversized or overweight deliveries, we will be glad to assist further.

Pickupp ensures our delivery agents are your trusted delivery partners. Apart from delivery trainings we provide, all delivery agents need to pass criminal background checks, provide identity documents and pass driver’s entrance test. Pickupp also ensures your delivery items up to VND 3,000,000. Merchants and recipients can now track the exact location of delivery agents by inputting the order number on this Tracking Page.

In case of delivering fragile or irregular sized packages, we strongly encourage merchants to mark the package as “Fragile & Handle with Care” in the notes section and reinforce the box to minimize any risk of breakage. Our delivery agents will take special care to ensure the packages are delivered without damage. In the event of any breakage, pickupp also insures your delivery items up to VND 3,000,000 (for non-perishable items).

When an order is requested, pickup time is considered as parcel is ready for pick-up and is dispatched to closest delivery agent immediately.

To ensure the safety of the parcel, delivery agents will now need to scan the QR code or enter the unique order passcode, or merchant defined number (which is stated in Merchant defined number field of Note when creating order) upon arrival at pick-up point. Merchants will need to attach to your package one of the 3 codes above, in order to let our delivery agents start their delivery.

50% of delivery fee will be charged if merchants cancel the delivery order after the agent has accepted the request or failed to collect the package at the pick up location. Cancellation is not accepted once parcel is already picked up (order enroute).

Pickupp provides FREE ‘Cash on Delivery’ (COD) service. The service includes the collection of cash upon delivery of shipment and return collected payment. It allows you to reduce operating cost, speed up cash return cycle, minimize risk of bad debts, and gain greater flexibility to retrieve payment.

 

Service Coverage
Maximum amount per delivery VND 3,000,000
Days of return (Business Days) within 24 working hours
C.O.D. Surcharges(%) 0%
COD minimum charge VND 1000

Pickupp may refuse acceptance of transport of packages or delivery items if any of the following cases applies:

  1. the sender’s request does not comply with our Terms of Service;
  2. the sender fails to enter a valid address and other required fields that are recognizable by the Pickupp system;
  3. the package or item is not suitable for motorcycle courier;
  4. the transport may violate laws and regulations; or is detrimental to public order, or injurious to public morals;
  5. the package or item are of the following items:
    1. explosives or other hazardous materials or any similar packages that are likely to cause damage to other packages;
    2. packages specifically determined by Pickupp to be unacceptable, including but not limited to combustible, inflammable, poisonous and toxic materials, livestocks (like dogs, cats, birds…), guns and swords etc.

Pickupp mostly cater for merchant deliveries, but also serve individual customers for their business delivery needs with more than 10 orders a week。If you would like to become our enterprise merchant,please contact pickupp to enroll in any monthly enterprise program:

Enterprise Merchant Account Individual Account
Matching Guarantee YES. All deliveries are guaranteed Nil
Schedule Order YES. May pre-schedule orders ahead of time Nil
Package Damage Guarantee YES. up to VND 3,000,000 insured (for non-perishable items) Nil
Customer Service Dedicated relationship managers assist your enquiries Nil
Fail to Deliver Pickupp will reach out to assist re-delivery Packages will be returned to pickup
Payment Method Monthly Settlement (BR required), Credits Purchase Bankin
Cash on delivery YES. Free service of cash collection on behalf of merchants on delivery Nil

Delivery Agent FAQ

In order to become a Pickupp delivery agent, you have to go through a screening process. To register, please fill in this form. A Pickupp representative will contact you soon and verify your contact details.

Required information includes ID, evidence proof in HCM and scooter driving license.

Orders are displayed on your Delivery Agent app depends on your availability and distance from the pickup point. Click “Accept button” to accept an order.

Each Delivery Agent will be able to access all orders, but your location also matters: the closer you are from the delivery pick up point, the earlier you will receive the order.

Absolutely. pickupp is well suited for you to deliver orders along the direction of your daily commutes.

No. Joining pickupp is completely free of charge. pickupp will only collect commission fee after you have completed delivery orders.