FAQ

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General
What are some features that can help boost my delivery and business?

Reduce operational costs:

Without your own fleet of vehicles and team of drivers, you get to save on the vehicle purchasing cost, the vehicle maintenance fees and overheads that come with employing drivers on a full- or part-time basis. Save more when you deliver only when you need to!

Save more with multi-stop!

Our multi-stop feature allows merchants to drop off their goods at up to 20 different locations within one trip! The reduction of mileage and effort translates to lower operation costs, allowing us to keep delivery fees low for you.

Save hassle with API (Application Programming Interface)

Forget about submitting your orders manually to us. Our automated system links your interface with ours, so that orders can be processed when they come in, 24/7!

Business Account
How to sign up as a corporate member?

Be our corporate member by setting up a business account! Sign up today!

Business Account
I would like to deliver a large volumes of orders

"Yes! We help lots of businesses with large quantities of deliveries. If you're looking for automated solutions then our API technical solution seamlessly links our delivery software with your systems to automate the scheduling of orders.

Tell us more and our friendly and professional sales team will be in touch with you shortly. "

Business Account
How to place an order with more than one dropoff location?

Simply click on the "+ Add Stop" button to add additional dropoff locations. You may add up to 20 locations in one order.

You may also drag and rearrange the sequence of the dropoff locations based on your needs!

Business Account
I would like the recipient to pay the order

Yes you may have the recipient to pay the order, simply indicate in the remarks to tell the driver that the amount will be collected at the drop off location. Please ensure that you have chosen cash as the payment method!

Business Account
How to check delivery status?

You will be able to check the location of the driver via the order page of the app. You may see where your driver is in real time and get notified instantly when the delivery has been completed.

You can even send the tracking information to your customer by clicking the share button on the order page, so they know the delivery status and the estimated time of arrival.

Business Account
How to issue order receipts?

You will need to activate the "Receive E-receipts" function under your setting page in order to get the e-receipts for each order. Kindly put in your email address to opt in to get the e-receipts

Business Account
How to add teammates to my business account?

Simply contact your account manager and they will be able to add your teammates to have access to the corporate account

Business Account
How can different teammates access all order records?

Multiple users can be tagged under one corporate account, keeping everyone on the same page with transparent access to information.

Business Account
How to connect my company system with Lalamove via API?

Forget about submitting your orders manually to us. Our automated system links your interface with ours, so that orders can be processed when they come in, 24/7! Simply reach out to your Account Manager and we can work together on connecting the API with your company!

Business Account
What is total estimated delivery time?

Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.

Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.

Business Account
Which industry does Lalamove support?

Lalamove helps businesses from a wide variety of industries with their delivery needs. From F&B and eCommerce to retail, furniture, construction and many more, we've got the delivery solutions and the fleet of vehicles on standby that you need to help grow your business.

Business Account
What are the size and weight limits of delivery items?

The size limit varies depending on the vehicle type you chose!

Please refer to the below for the size and weight limitation

Business Account
Do you provide monthly statement?

Yes, once you’ve signed up for a Lalamove corporate account, we’ll furnish you with a monthly statement at the end of every month that tracks all your credit payments.

Business Account
Does Lalamove integrate with any E-commerce platform and offer an app/extension?

Yes, we are integrated with Shopify and WooCommerce. For Shopify, please install the Lalamove Shopify app here [https://apps.shopify.com/lalamove]. For WooCommerce, please reach out to us at channelpartnerships.fd@lalamove.com

API Solutions
Which features are available for API integrations?

Our API features include:
1) Usable within Southeast Asia & Latin America
2) Seamless order placement from your backend system to ours
3) Place both point-to-point and multi-stop orders
4) Place orders immediately or schedule a pick-up time up to 30 days in advance
5) Instant quotation that shows the breakdown for the distance and delivery fees
6) Supports order cancellation
7) Obtain auto-update of delivery status easily and promptly through Webhook
8) ShareLink to share delivery status updates to 3rd party
9) Instant driver matching
10) Retrieve real-time driver location
11) Easy self-registration to use our API
12) Proof of delivery (POD)
13) Corporate Fleet to manage 'Favorite Drivers Only' and 'Favorite Fleet First'

API Solutions
Can your API handle multi-stop orders?
Yes, our API allows you to place multi-stop orders by adding drop-off points and relevant contact information. You can add up to 16 drop-off points and 1 pick-up point. However, please note that the sequence in which you list the stops will be the route the driver adopts.
API Solutions
Will I be notified when there is an order status change via API?
Our API is able to proactively provide status updates with Webhook - a feature which enables notifications for you whenever there is a key event so you can receive information easily, effortlessly and promptly. Currently we notify you for 4 different events : When the order status changes ; When the wallet balance changes ; When the order amount is adjusted (eg. tips, fee adjustments) ; When the same order is re-submitted
API Solutions
Is there someone I can reach out to for technical support?
You can reach us at partner.support@lalamove.com or through our LiveChat positioned at the bottom right in https://partnerportal.lalamove.com
General
What is Lalamove?

Lalamove is a 24/7 on-demand delivery app that provides reliable, effective, and affordable delivery solutions. Through dedicated mobile and web apps, Lalamove seamlessly connects users and drivers across the whole of Hong Kong to deliver faster!

General
What are the service coverage areas?

Lalamove delivers to Hong Kong, Kowloon, New Territories and Lantau Island. Input the delivery details in the app and instantly find out the total cost before you decide to place the order.

General
What is total estimated delivery time?

Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.

Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.

General
What are Lalamove's delivery hours?

Lalamove operates 24/7 to best serve your needs. We specialise in on-demand delivery and same day courier service, matching you with nearby drivers in just a matter of seconds.

Use Lalamove to handle all your express and urgent deliveries, anytime of the day.

General
I would like the recipient to pay the order

Yes you may have the recipient to pay the order, simply indicate in the remarks to tell the driver that the amount will be collected at the drop off location. Please ensure that you have chosen cash as the payment method!

General
I would like the driver to help me buy and deliver goods

We do provide a help-to-buy service and charge based on the total purchase amount below for our Walker, Motorcycle and Courier Services:

Purchase amount below $350

HK$10

Purchase amount between $351-650

HK$15

Purchase amount between $651-1000

HK$20

Purchase amount between $1001-1500

HK$25

Purchase more than $1500

HK$40

To select this, please select the Help Buy service in the add on section when placing your order and you may also note down in the notes section to let the driver know what items you would want the driver to help you buy.

General
How to place an order on the web application?

Simply go to https://web.lalamove.com/ and login to your account. You will then be able to make on order from there!

General
What is Lalamove's Customer Service's hours?

Our customer service time are as follows:

Monday to Saturday: 8am - 10pm
Sunday and Public Holidays: 9am - 10pm

Placing an Order
How to place an order?

Follow the steps to place an order:

1 - Input the address for pick up and drop off

You may choose to make it as an immediate order or a scheduled order based on your needs
- Immediate order: Driver will pick up the delivery in 30 minutes
- Scheduled order: You may select the pick up time which is from 30minutes up to 30 days

If you need to add multiple stops, simply click on the "+ Add Stop" button to add a stop. You may add up to 20 stops within the same order

2 - Select the vehicle type

Evaluate the size of your delivery, and select the vehicle type your want.
If you are unsure of the capacity of each vehicle type, click on the information button on the top right corner for the details

3 - Select any additional service

You may also request for add-on services (such as adding a thermal bag, Help Buy service etc) based on your needs

4 - Add in any reference and confirm the booking

If there are any reference information you may want to provide to the driver, you may add it in the next page! Confirm the contact information and select your payment method. If you have a coupon and discount code, you may also add it there.

Once everything is good to go, just click on "Place order" and we will match you with a driver

Placing an Order
How to schedule an order?

To schedule an order, simply click on the the "Pick-up time" on the order placing page and select "Later". You will then be able to select the pick up time from 30 minutes after up to 30 days aways.

Placing an Order
How to place an order with more than one dropoff location?

Simply click on the "+ Add Stop" button to add additional dropoff locations. You may add up to 20 locations in one order.

You may also drag and rearrange the sequence of the dropoff locations based on your needs!

Placing an Order
How can my favourite driver pick up my order?

If you have a favourite saved in your account, you may request your favourite driver to pick up your order first.

To do so, at "Add more details" page, turn on the "Favourite drivers first" button and your order will be seen by your favourite driver first. However, if none of your favourite driver is online or available, your order may be picked up by another driver.

Placing an Order
How to contact the driver?

Once you are matched with a driver, you will be able ot see the details of the driver. Your driver will also contact you via phone call to confirm the confirmation.

Should you want to reach out to the driver again, underneath the driver details you may click on the "Chat" or "Call" button to use the in-app chat to chat with the driver or call the driver directly.

Placing an Order
How to check user and driver chat in the app?

Same as how to contact my driver

Placing an Order
How long will the driver take to arrive at the pickup location?

Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.

Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.

Placing an Order
How to check delivery status?

You will be able to check the location of the driver via the order page of the app. You may see where your driver is in real time and get notified instantly when the delivery has been completed.

You can even send the tracking information to your customer by clicking the share button on the order page, so they know the delivery status and the estimated time of arrival.

Placing an Order
What are the delivery status?

Each status shows the status fo the delivery at real time. Some of the statues that may appear on your order are:

On the mobile app
Finding a driver --> We are currently matching a driver for your order
Awaiting Driver --> Your order has been matched with a driver and the driver is heading to pick up point
In transit --> The driver has arrived at the pick up point
Delivering --> The driver has arrived at the drop off point
Confirming Bill --> Driver has finished unloading and is confirming the final bill
Settle Bill --> The driver has sent the final bill
Completed --> The delivery has been completed and payment has been settled
Cancelled --> Your order is cancelled


On the web app
Matching --> We are currently matching a driver for your order
Ongoing --> Your order has been matched with a driver and the driver is heading to pick up point
Picked up --> The driver has picked up the item and is heading to the drop off point
Confirming Bill --> Driver has finished unloading and is confirming the final bill
Settle Bill --> The driver has sent the final bill and is pending the payment from customer
Completed --> The delivery has been completed and payment has been settled
Cancelled --> Your order is cancelled

Placing an Order
How can the recipient get status updates of the delivery?

You may share the order with the recipient at the order page. Simply click on the the "Share" button on the order page and the recipient may receive real time tracking of the delivery.

Placing an Order
I would like the driver to help me with loading or unloading the goods

In order for the driver to help load and unload the goods to the vehicles, you may make this request via the add on service.

The price for the moving service will be quoted by the driver.

Placing an Order
How to rate the driver?

We care about your delivery experience, after the order has been completed, you will be prompted to rate the driver. If you would like to rate driver at a later time, simply just go back to the order page and you may rate the driver at anytime.

Placing an Order
How to change the driver rating?

Unfortunately you won't be able to change the driver rating after submission. To do so, please contact our customer service team and request for an amendment

Placing an Order
How to get a digital signature proof for the order?

Simply go on to the settings page of the app and enable the "Enable digital signature" button. Once enabled, the delivery would require the recipient to sign after receipt

Placing an Order
What is the maximum number of orders per day / week / month?

There is no maximum number of orders per day! You may place as many order as you want everyday!

Placing an Order
How to check the item photo that uploaded by driver in the app?

If you would like to check on the photos uploaded by the driver, click on the order. You will be able to see picture uploaded under the Drop Off location.

Order Edit and Cancellation
How to edit the order?

To edit an order, click the icon at the top right corner of the order page and select 'Edit order' from the menu.

You may edit the drop off location, recipient details, and add or remove stops. Price changes will be subject to location updates.

Order Edit and Cancellation
How to change the driver?

To change the driver, you may simply click on the icon on the top right corner of the order page and click "Find a new driver". Once unassigned, your order will be made available for other drivers to deliver.

Please note that you are only able to unassign the driver once for each order.

Order Edit and Cancellation
How to cancel the order?

For orders that are not yet matched with a driver, you will be able to cancel the order anytime by clicking "Cancel Order" on the order page via the button on the top right corner.

For immediate orders that have been matched with a driver, you may cancel your order up to 5 minutes since the matched.

For scheduled orders, you may cancel up to 45 minutes before the scheduled pick up time after it has been matched.

If you wish to cancel the order after the 5 minute period, please contact our Customer Service Team to do so. Please note that cancellation fees may be applied after this timeframe.

Order Edit and Cancellation
Are there any cancellation fees?

If the delivery has been confirmed by the driver and a cancellation is made while the driver is on the way to the location or when the driver has already reached the location, 50% of the order fee charge will be applied.

Fees and Payment Methods
What additional services require extra fees?

When selecting your vehicle, you will be able to see the additional services you can request and the cost associated next to it.

Fees and Payment Methods
Are there any tunnel fees?

Yes Tunnel Fee will needs to be added. Please select the tunnels you will need to use under the "Additional" Service section when making the order. The tunnel fee will then be added to your bill

Fees and Payment Methods
How to add tunnel fee?

Select the tunnels you will need to use under the "Additional" Service section when making the order. The tunnel fee will then be added to your bill automatically

Fees and Payment Methods
What are the delivery fees?

Each order is calculated based on your requirements for that order, such as the vehicle type, add-on services, and also the distance between your pick-up and drop-off locations.

You can find a simple guide here and more detailed pricing information here.

Fees and Payment Methods
What is a Peak Hours surcharge?

Peak Hours Surcharge will be added during peak hours to increase the chance of your order being matched during peak hours. Lalamove will evaluate the on-going demand and supply and implement this surchage and it will be automatically reflected in your bill

Fees and Payment Methods
What are the payment methods?

Go cashless with your Lalamove e-wallet for an easy and fuss-free transaction! Or you may pay the driver the exact amount in cash after the completion of order.

You may also use the following online payment methods to settle your order:
1 - Credit Card or Debit Card
2 - AlipayHK
3 - WeChat Pay
4 - PayMe

You may select your payment method at the order confirmation page

Fees and Payment Methods
How to use my Lalamove wallet?

To use your Lalamove wallet, simply change your payment method to "Online Payment" and place order. You will then be redirected to the page to select your preferred online payment method using the Lalamove wallet

Fees and Payment Methods
How to top up my Lalamove wallet?

To top up your wallet, simply go to the Wallet section on your account and click on "Top Up". You may then select one of the top up plans listed in the top up screen.

Once selected the top up plan, you will be redirected to add your payment method to pay for the top up request

Fees and Payment Methods
How to change the payment method?

You will be able to select your payment method at the payment page when placing the order. Simply select the payment method you would want to pay with. You can change the method for each order based on your preference!

Fees and Payment Methods
How to get e-receipts for the order?

You will need to activate the "Receive E-receipts" function under your setting page in order to get the e-receipts for each order. Kindly input in your email address to opt in to get the e-receipts

Fees and Payment Methods
I did not receive the e-receipt

Please first check that you have turned on the "Receive E-receipts" function under your setting and that you have provided a correct email address.

Please also check if the e-receipt has been sent to your junk or spam mailbox first. If the mail is indeed sent to the junk mailbox, please ensure to mark it "This is not junk" so that you may receive the email in your mailbox in future.

Should you still unable to receive the receipt, you may contact our Customer Service Team for further assistance

Fees and Payment Methods
I faced an issue with topping up the Wallet

If your funds are deducted but the balance does not get deposited to the Lalamove Wallet, please follow these steps:

Please allow for 24 hours since the funds were deducted as different payment channels have varying lead time

If after 24 hours the balance still hasn't been entered into the wallet, please contact our Customer Service Team and prepare the payment record as proof of top up. Our team will be able to assist you in the verification and troubleshooting

Coupons and Promotion
How to use a Lalamove coupon or promo code?

You may add a coupon at the payment page by entering the coupon code at the "Add coupon" section. Once the coupon has been applied, the relevant amount will be discounted from your order.

Alternative, you may also add a coupon for future use by going to the "Wallet" page, click "Coupons" and add your coupon there. You may also view all your coupons on this page

Order Issues
I cannot find a driver

We are sorry that we may not be able to find you a driver at the soonest, it could be due to no driver available around your area or all drivers are busy with their orders.

Try adding in priority fee to encourage drivers to pick up your order earlier.

Order Issues
I can't find my location on the map

If you are unable to find your address while searching for it, you may click on the "Wrong or missing location?" button to report on the missing location. Our team will review and make take the necessary actions to fix this.

Order Issues
I faced an issue with the ongoing delivery

If you face any unforeseen issues with the ongoing delivery and unable to settle with the driver, please talk to our Customer Service Team.

Order Issues
My order is still not completed

If your order is still not completed, please contact the driver first and ask for an update on the delivery status. If you are unable to contact the driver or there are other issues, you may contact our Customer Service Team.

Order Issues
I would like to file a complaint

We are sorry that your experience on our platform was not up to your expectation. Please contact our Customer Service Team for further assistance.

Order Issues
My delivery goods got damaged

We are sorry that your experience on our platform was not up to your expectation. Please kindly provide us with relevant proof for our further investigation.

Order Issues
My driver did not follow the suggested route on the map.

Drivers may deviate from the suggested route if there are unforeseen traffic situations. If you suspect that the driver is not heading towards the drop off point, please contact the driver to reconfirm. Should you require further assistance, please reach out to your Customer Service Team.

Order Issues
What should I do if my driver is unresponsive

You may contact the driver via the in-app feature or by a phone call.

If your driver is unresponsive and you would want to change the driver, you may simply click on the icon on the top right corner of the order page and click "Find a new driver". Once unassigned, your order will be made available for other drivers to deliver.

If there are other matters you will need to contact the driver but unreachable, please contact our Customer Service Team for further assistance.

Order Issues
Why is my driver requesting for additional charges

The charge noted in the bill of the order page shall be the charge to be paid. If there are any additional charges that were not agreed by both parties, please contact our Customer Service Team for further assistance.

Profile and Account
I forgot my password

If you have forgotten your password, simply click on the "Forgot password" button and input your phone number on your registered account. We will then send you a SMS or a call for your to verify and update your password

Profile and Account
How to reset my password?

To change your password, go to Settings and click change password. Follow the steps according to the prompts.

Profile and Account
How to update my mobile number?

To update your phone number, click on your profile picture at the top left. Under your profile setting, you will be able to change your phone number after verification.

Profile and Account
How to turn off app notifications?

For Android, you may turn on/off in the device settings page
For iOS, you may turn on/off in App settings page

However, we high recommend that you keep the notification open to not miss out any updates on the orders or any promotions we may have

Profile and Account
How to change the app language?

To change the app language, simply go to "Settings" and click on Language. You may change to the language that is available for your region.

Profile and Account
How to register an account?

To sign up an account, simply click on the "Don't have an account?" button at the sign in page and you may register an account with your mobile.

Alternatively, you may also register an account with your Facebook, Google or Apple account by simply clicking to the icon on the login page. You will then be directed to the registration procedures

Profile and Account
How to edit corporate account details (address, tax ID,...)?

Kindly reach out to our Live Chat agent for further assistance.

Goods and Size Limits
What are the goods Lalamove would not deliver?

Unfortunately, we do not deliver chemicals, unsecured flammable objects or items which could endanger the safety and well-being of our driver-partners. Please get in touch with us should you have any queries on whether the items you wish to deliver are allowed.

Other than that, we deliver almost everything else!

Goods and Size Limits
What are the size limits of delivery items?

The size limit varies depending on the vehicle type you chose!

Please refer to this link for the size and weight limitation

General
How does Lalamove work? Can I join part time?

Lalamove provides on-demand services by connecting driver partners on mobile and web apps. Drivers and couriers can take orders according to their own schedule. Lalamove offers both commision plan and monthly plan to full time or part time drivers.

General
How much can I earn per week with Lalamove?

The earning depends on working hour, location, and time period of taking order. Hours of higher demand is from 9:00am to 6:00pm and the districts of higher demand are Tsuen Wan, Kwun Tong, and Mong Kwok.

General
What do I have to do during the registration process?

Download Lalamove Driver apps and press "Register" to complete the registration progress. After completing online quiz, paying security deposit, and once all document are approved, the account will be verified within 1 working day.
(Required to install at least one sticker for van and truck driver)

General
How many days would it take for me to start earning?

Account will be verified within 1 working day after the training is completed and deposit is placed.

General
Could I register for Lalamove account if I can not speak in fluent Cantonese?

Drivers and couriers should call customers to confirm delivery details after picking up order and hence the applicant should be avaliable to commicate in fluent cantonese. Lalamove will determine whether to pass the application depends on applicants' language skills. Please feel free to contact our driver department via 37013703 if you have any inquires.

Vehicle
My vehicle isn’t listed here. How can I drive for Lalamove?

3 vehicle types included light good vehicle(van), truck, and motorcycle are available to join Lalamove. You can choose "walker" if you own no vehicle listed above.

Vehicle
I own multiple vehicles. Can I attach them all to my driver profile?

You are allowed to open one more account in Lalamove with different vehicles. If you have multiple vehicles, you would need one account per vehicle.

Vehicle
Can I deliver with Lalamove without owning a vehicle?

Yes, you can join as a "Walker".

Vehicle
Can I share the same vehicle with my friends with two separate accounts?

No, same vehicle plate or vehicle can only apply for one Lalamove account.

Documents
What information and documentation is required for registration?
  1. Hong Kong ID card
  2. Valid Driver License
  3. Vehicle Photo 
  4. Vehicle Permit
  5. Vehicle Registration Document
  6. Profile picture
Documents
Will my documents be safe?

Yes,we do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Training
I have scheduled my training but I am unable to attend. How do I reschedule?

Yes, please re-scheduled the training time in advance via Lalamove driver app.

Training
What is the difference between online training and in-person training?

For online training, you will have to get 10 marks within 3 times in 15 questions to get a passing score. It takes around 15- 20 minutes to completed the online training. Experienced tutor will offer in-person training. It takes around 1 hour to complete the in-person training.

Payment
Does Lalamove charge any fee to verify the account? If yes, how much?

$400 entry fee includes $300 for deposit and $100 top up to driver e-wallet for van and truck drivers;
$150 entry fee includes $100 for deposit and $50 top up to courier e-wallet for walker and motorcycle drivers.

Payment
Why do I need to make a deposit? Is the deposit money refundable?

Security deposit is to ensure that drivers complete the orders accepted, and delivery items are treated with utmost care.
The deposit is fully refundable upon closure of your Lalamove driver account after 3 months.

Payment
Once verified, how do I cash out my payments?

After verification, you can cash out the money to your bank account via Lalamove driver apps. The requested cash out amount will be paid within 14 working days. Remember to enter the correct bank information in Lalamove driver apps before you cash out from e-wallet.

Registration
What is Platform Account and Program Account?

Platform Account refers to the account you registered when you first joined as users with Lalamove. Program Account refers to the account you registered when Lalamove users agree to join as members of Lalamove Rewards.

Registration
Do I need to download another App to join Lalamove Rewards?

Do I need to download another App to join Lalamove Rewards?

No. Follow the below simple steps and you can join Lalamove Rewards:

1) Login to the ‘Rewards’ page through either Lalamove Mobile App or Web App

2) Read and accept the Terms and Conditions of Lalamove Rewards

3) Click ‘Join Now’

You can now start earning LalaPoints.

Registration
If I have a Lalamove user account, do I need to create another account to start earning LalaPoints?

No. Just login to the Lalamove Mobile App or Web App, read and accept Lalamove Rewards Terms and Conditions in the ‘Rewards’ page. You can now start earning LalaPoints.

Registration
Can I earn and redeem LalaPoints if I don’t have a smartphone?

Yes. You can login to the ‘Rewards’ page through our Lalamove Web App by using a computer or laptop to earn and redeem LalaPoints.

Registration
How old do I have to be to join the Lalamove Rewards?

You must be at least the age of 18 to join the Lalamove Rewards.

Registration
Do I need to pay an admission fee to start earning LalaPoints?

The program is free to join. No need to pay for any admission fee.

Lalamove Rewards
Where do I need to be resident to earn LalaPoints?

At present, Lalamove Rewards is only applicable to Hong Kong and you can earn LalaPoints only if you complete orders by a registered Hong Kong mobile phone number.

Lalamove Rewards
How do you protect my privacy and personal details?

We have a very strict policy on privacy, and your personal details are treated with the utmost confidentiality. Our Terms & Conditions and Privacy Policy outline why we need your personal information and how we will use it, please visit our website www.lalamove.com/privacy-policy for details.

Lalamove Rewards
How can I contact you?

You can chat or mail us at info.hk@lalamove.com or contact us at 3701 3701.

About Rewards
What is a reward?

“Reward” is the overall term for a cash coupon, any discount offer or item available in the Lalamove Rewards catalogues (for example, cash vouchers and physical gift)

About Rewards
Where can I find rewards?

Either tap the rewards button in the Lalamove Mobile App or Web App or scroll through the rewards that show on the App. You can also filter your rewards by category – just select the relevant category to see all the rewards under that category.

About Rewards
Does the reward expire?

Validity periods for rewards vary. Each reward is subject to its terms & conditions, which you’ll see in the offer details before redeeming your LalaPoints.

Earning LalaPoints
Where can I check my LalaPoints balance?

In the Lalamove Mobile App or Web App, in the ‘Rewards’ page, you can view your LalaPoints balance. By clicking on the LalaPoints balance, you will be able to view your LalaPoints history records.

Earning LalaPoints
Can I use more than one cash coupon in the same order?

Each reward is subject to its specific terms & conditions, which you’ll see in the offer details before redeeming your LalaPoints.

Earning LalaPoints
Will I get change if my order is less than the value of my cash coupon?

No, your entire cash coupon must be used in the purchase, so make sure the purchase price is equivalent to or more than your coupon value. If the purchase price is less, you can still use the cash coupon, but you will forfeit the difference in value.

Earning LalaPoints
Is there an expiry date on cash coupons?

Yes, every cash coupon has an expiry date which you’ll see in the offer details before redeeming your LalaPoint.

Earning LalaPoints
I have redeemed a reward but it hasn’t appeared in my Lalamove Rewards Program Account. What should I do?

Cash coupons and other rewards should appear in your Lalamove Web App or Mobile App immediately. If you can’t find your cash coupon, please get in touch, through Contact us

Earning LalaPoints
How do I earn LalaPoints?

Once you have read and accepted Lalamove Rewards Terms and Conditions in the ‘Rewards’ page, you can use your Lalamove account to accumulate LalaPoints. You can earn LalaPoints for every order you place. Upon completion of each order, LalaPoints will be automatically created to your Account within 48 hours.

Earning LalaPoints
How many LalaPoints do I earn?

You will earn 1 LalaPoint for every HK$1 you spent on any completed order. You can also check out our ‘How to Earn LalaPoints’ section in our official website. Please note that additional service fee is not qualified for LalaPoints. See our Lalamove Rewards Program Terms and Conditions for more information.

Earning LalaPoints
How long will my LalaPoints stay with me?

LalaPoints will expire on a rolling 18 months period, for example, all LalaPoints earned on January 1, 2021 will expire on July 1, 2022 if not redeemed. In addition, if your Lalamove Rewards Program Account is inactive for consecutive 18 months (by inactive, it means that you have not accumulated any LalaPoints for a consecutive of 18 months) Lalamove has the right to cancel your Lalamove Rewards Program Account (with or without notice). You are free to register as Lalamove Rewards members again if you wish to rejoin the program.

Earning LalaPoints
Can I earn LalaPoints if I am placing an order from the corporate account wallet?

No. You could not earn LalaPoints using a corporate account. You can use your personal Lalamove account to place orders to earn LalaPoints.

Earning LalaPoints
Can I earn LalaPoints if I place an order through calling the call centre hotline?

No, you can only earn LalaPoints when you place an order via Lalamove Mobile App or Web App. Our call centre agent is happy to assist you with how to use it.

Earning LalaPoints
Do I earn LalaPoints when paying with a discount coupon code?

Yes but if you place an order with a gift and discount coupon code, you cannot earn LalaPoints for the discounted amount.

Earning LalaPoints
Can I still get my LalaPoints if I haven’t accepted the Lalamove Rewards Program Terms and Conditions?

No. You can only earn LalaPoints after you have accepted Lalamove Rewards Program Terms and Conditions. We can’t help you to reclaim the LalaPoints if you haven’t done so.

Earning LalaPoints
Can I buy extra LalaPoints?

No, you can only earn LalaPoints on every completed order.

Using LalaPoints
Can I share my LalaPoints with other members?

No, LalaPoints cannot be shared among other members.

Using LalaPoints
Can I exchange LalaPoints for cash?

No, LalaPoints cannot be exchanged for cash.

Using LalaPoints
What happen to the LalaPoints earned and eventually I have got a refund from a completed order?

When Lalamove processes your refund of an completed order, the LalaPoints relating to that order will automatically be deducted from your Lalamove Rewards Program Account. Lalamove reserves the rights of final decision.

Using LalaPoints
I have completed an order and settled the payment, but my LalaPoints seem to be missing or I have fewer LalaPoints than I expected. Why?

There are few reasons this might happen:

Situation 1: It could be that you forgot to click join and accept the Lalamove Rewards Program Terms and Conditions before placing the order.

Situation 2: Some LalaPoints will only be posted to your Lalamove account according to the offers’ terms and conditions. For example, the eligible redemption period.

Situation 3: If you are a frequent user of Lalamove, please wait to check your LalaPoints balance and transactions as it may take up to 48 hours to show in your Lalamove Rewards Program Account. In some circumstances, there may be a delay in updating your LalaPoints balance, but Lalamove will endeavour to reflect the latest balance as soon as possible.

Situation 4: Some orders are not eligible for earning LalaPoint. Exceptions include cash top ups to your wallets and all additional service fees (except priority fee) like tunnel fees etc.

Using LalaPoints
How do I use my LalaPoints?

You can use your LalaPoints to redeem for Lalamove coupons and a whole range of exciting rewards that you’ll be able to see on the ‘Rewards’ page of Lalamove Mobile App and Web App.

Using LalaPoints
How do I redeem my LalaPoints for cash coupons?

If you redeem your LalaPoints online for cash coupons in the Lalamove Mobile App or Web App, you’ll receive your discount coupon code or QR code instantly and can use it straight away with any of our Participating Establishments.

Promotion
Can I share my offers?

No, the offers we send to you are tailor-made to you only. Other members may not receive the same offer and hence, earn the same amount of LalaPoints as you do.

Promotion
How do I make sure I didn’t miss out on the best offer for me?

Check our offers every day at Lalamove Mobile App and Web App and turn on your App notifications to get our most up to date offers.

Promotion
How do I earn bonus points?

Watch out for our latest news via www.lalamove.com.hk, Lalamove Mobile App and the ‘Rewards’ page. We will share news on earning bonus LalaPoints from time to time. Eligible bonus LalaPoints will be automatically credited to your Lalamove account.

Promotion
Can I return a reward?

No. Once you’ve redeemed your LalaPoints for a reward, it’s non-refundable. Please make sure you read the Lalamove Rewards Program Terms and Conditions and the specific terms and conditions for each particular reward before redeeming your LalaPoints.

For LalaClub Member Only
As a LalaClub member do I still need to join and accept Lalamove Rewards Program Terms and Conditions to earn LalaPoints?

The LalaClub program is discontinued, so you’ll need to join the Lalamove Rewards to start earning LalaPoints. Lala Dollars will not be transferred to Lalamove Rewards.

For LalaClub Member Only
Do Lala Dollars and LalaPoints have the same value?

No. LalaPoints are faster and easier for redemption. At the same time, Lala Dollars will not be transferred to Lalamove Rewards.

General
What is Lalamove Fleet Management?

Fleet Management is Lalamove’s new platform for fleet owners to register and manage their vehicles and drivers all in one place. With features exclusive to fleets, owners can get more visibility of their team’s daily activities. The Fleet Management portal is also used alongside the Lalamove Driver App.

General
How can I register?

Fleet owners can register for the portal by completing the above registration form. Upon submission, our team will contact the fleet owner to follow up on the next steps. Once the application is approved, the fleet owner will be notified via SMS with login credentials and they can begin registering vehicles and drivers.

General
What are the requirements to join Lalamove Fleet?

Here is a list of requirements you will need when joining:

Fleet Requirements:
- Fleet Owners must have a minimum size of 3 vehicles and 3 drivers in their fleet

Required Information:

- Valid Name of Fleet Owner or Manager
- Valid Local Phone Number of Fleet Owner or Manager
- City of Operation
- Type of Vehicles in the Fleet
- Estimated Driver Count in the Fleet
- Estimated Vehicle Count in the Fleet

General
Do I Have To Register Individually For Each Driver Under My Fleet?

Yes. As each driver will have their own account in the Driver app, fleet owners will need to initiate the registration process for each driver from the portal, followed by information that needs to be filled in by the Driver such as personal information and documentation. Once the driver's account has been approved, they will automatically be linked to the Fleet.

General
Do I still need to use other Lalamove app?

Yes. The Fleet Management portal works alongside the Lalamove Driver App.

General
I am already a Lalamove driver, can I still join Fleet?

Existing Lalamove drivers can join a fleet but they will need to first be off-boarded before they are allowed to register as a fleet driver. Please contact 37013703 to proceed.

General
What language do you support?

Fleet owner and drivers can choose either Chinese or English in Lalamove Driver App and Fleet Management Portal.

Vehicle registration
How do I register my vehicles?

Fleet owners can register their vehicles in the portal. In Lalamove Fleet Management, vehicle registration is separate from driver management, meaning that you can register as many vehicles as you want even if the number is more than the available drivers.

Vehicle registration
What are the benefits of Lalamove Fleet?

Lalamove Fleet offers more functions and features tailored to fleet owner's operational needs:

- Fleet owners can view and manage both vehicles and drivers all in one place.
- Fleet owners can optimize vehicle usage by instantly updating driver and vehicle pairing whenever necessary
- Fleet owners will be able to have more visibility on their fleet operations
- The fleet will be able to earn extra income by completing orders in the Lalamove Driver App.

Vehicle registration
Can Vehicles Be Shared Between Drivers?

Vehicles registered under the fleet are shared and can be used by any driver with the correct vehicle type registration. Though at any given point, one vehicle can only be assigned to one driver. In the case when a vehicle is unavailable, fleet owners can assign drivers another vehicle to avoid operational hiccups.

Vehicle registration
Can Vehicles Be Shared Between Drivers?

Vehicles registered under the fleet are shared and can be used by any driver with the correct vehicle type registration. Though at any given point, one vehicle can only be assigned to one driver. In the case when a vehicle is unavailable, fleet owners can assign drivers another vehicle to avoid operational hiccups.

Vehicle registration
What requirements do I need to provide to register my Vehicle?

Here is a list of relevant vehicle documents and photos that will be requested upon registration:

- Vehicle Brand & Model
- Vehicle License Plate Number
- Photos of Vehicle front and back
- Vehicle insurance
- Vehicle permit
-Authorization letter or rental contract (Optional)

Vehicle registration
I am stuck at vehicle registration, where can I get help?

If you have any further questions please contact 37013703 for additional support.

Invite a Driver
What happens after I create a new invite?

After creating a new driver invitation, the driver should receive an SMS to complete the next registration steps. Fleet owners can also choose to click on the 3-dots menu to copy the invitation link and share with the respective driver. Fleet owners can monitor the registration progress and status of individual drivers in the Driver List section of the portal.

Invite a Driver
What is a vehicle type?

Vehicle type indicates the category of vehicles that a specific driver is able to operate (i.e. Van, Truck, etc.). During the driver registration stage, drivers will be asked to provide supporting documents based on the vehicle type selected (i.e. Driver license).

Invite a Driver
Can my driver drive multiple vehicle types?

At the moment, we only support one vehicle type per driver. However, multiple vehicle types per driver will be available shorty.

Driver registration
What documents/ requirements do I need to provide to register my Driver?

Here is a list of relevant driver documents that will be requested upon registration:
- ID card
- Driver License
- Profile Picture

Driver registration
What can I do if I have reached the maximum fail allowed for virtual training?

Please reach out to us at 37013703 for more details.

Driver registration
What happens after I submit my application?

Our team at Lalamove will review each driver application and fleet owners will be notified on the results via SMS.

Pairing a driver to vehicle
I have multiple vehicles in my Fleet. Can I change my vehicle and driver pair?

Yes. We understand that there can be many drivers and vehicles under a fleet. You can go to the Driver List on the Fleet portal and pair your drivers to the vehicles you want them assigned to (as long as they are under the same vehicle type).

Pairing a driver to vehicle
How do I change my driver's vehicle?

When changing a driver's vehicle, first ensure the following conditions:
1. Driver appears as ""off duty"" in the Driver app and Fleet portal.
2. Driver do not have an ongoing order.

From this, you can then pair or unpair drivers from vehicles! 

Pairing a driver to vehicle
What vehicles can my driver drive?

Each driver can be paired to any verified vehicles that are within their registered vehicle type.
For example, a drivers who is registered and verified for a vans will be able to see a list of vans in the "Select Vehicle List". Other types of verified vehicles (i.e. Trucks) will not appear in the list.

Pairing a driver to vehicle
Why can't I remove a vehicle from my driver?

Drivers who have an ongoing order and  marked as "On Duty" cannot have their vehicles removed until they complete their order mark themselves as "Off Duty".

Pairing a driver to vehicle
Why do I see no vehicle to give my driver?

Only verified vehicles with that driver's vehicle type will appear in the pairing list. If your vehicles still appear in the "Pending" tab on Vehicle List, they are not ready for pairing.

Pairing a driver to vehicle
How will my driver know when a vehicle has been changed?

As drivers will need to first mark themselves as "Off Duty" in the Driver app before any vehicle change can be updated, it is recommended to notify your drivers beforehand in order to ensure a smooth transition.

A pop-up and push notification will soon be available in the Driver app where drivers will be notified every time a vehicle is assigned or removed, so that they are aware of the change.

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