FAQs

FAQs
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General
Does Lalamove do delivery for businesses?

Yes! We empower businesses of all sizes in Singapore with fast and convenient delivery. We’ll scale to your needs through the lull and peak period, so you save more during the quiet seasons, and fulfill more order during the busy ones!

Get in touch and our friendly and professional sales team will be in touch with you shortly.

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!

General
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.

General
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!

Making an order
What happens if my goods are damaged during transit?

Lalamove compensated customers for lost, stolen, or damaged goods during delivery.

You will get compensation with the following details:

  • Motorcycle: Rp1.000.000

  • Car: Rp2.000.000

  • Van: Rp4.000.000

  • Pickup Bak: Rp6.000.000

  • Pickup Box: Rp6.000.000

  • Engkel Box: Rp6.000.000

  • Engkel Bak: Rp6.000.000

  • CDD Bak: Rp6.000.000

  • CDD Bak: Rp6.000.000

  • Fuso Bak: Rp6.000.000

  • Fuso Box: Rp6.000.000

This coverage is available as an additional service whenever you need it at no additional cost. 

Making an order
Is there anything that Lalamove can’t deliver?

Unfortunately, we do not deliver passengers or pets. 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!

Payment
How much does Lalamove charge?

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 more detailed pricing information here.

Payment
What payment methods are accepted at Lalamove?

Pay the driver the exact amount in cash after the completion of order, or go cashless with your Lalamove e-wallet for an easy and fuss-free transaction!

Business Account
How to sign up as a business (corporate) account

Be our corporate account by setting up a business account!
Simply upgrade your account in "Upgrade to Business" under Setting. You only need to enter your company information and upload {Business Registration Document} /or {Tax ID Document} in the registration flow on web.

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 19 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
I would like Lalamove to issue receipts and tax invoices on behalf of my company

Yes, we can issue receipts and tax invoices on behalf of your company, just contact the Lalamove Sales team from each Operational Region:

You can also contact Customer Service via the 'Help Center' page on LiveChat on the Lalamove app or web page.

Business Account
How to add teammates to my business account?

Users with "Admin" role in the business account can invite a new or existing user to join your business account via Email.

Kindly tap the button "Invite new member" under setting page in "Team" category on web, enter the email address of the new teammate.

New teammate will be added to your business account after he/she finishes the steps in the invitation email.

Business Account
How can different teammates access all different order records? How can I access all order records in my business account?

Users with "Admin" or "Manager" roles can view all order history on the corporate account. Users with "Employee" role can only view orders placed by him/her.

You can view the role of all teammates under setting page in "Team" category on web

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
How can Lalamove help boost my business?

Keep track of your delivery expenses:

Manage multiple staff members under a single business account with a centralized business wallet. Monitor your business accounts spendings with ease through monthly statements. Take control of your spending!

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 even more with multi-stop at up to 19 different locations within one trip!

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
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
Does Lalamove provide monthly statement?

To automatically receive Statement for each month, kindly activate the "Receive monthly statements by email" function under your setting page in "Notification" category on web.
Add the recipient email below to receive the statement.

You may also download Statement under your setting page in "Statement" category on web.

Business Account
What does it mean to be a Business (corporate) account?

Sign up as a Business (corporate) Account to enjoy these exclusive features:

Manage multiple staff under one account with specific roles and access rights

Integrate your business directly with our API solution

Connect your e-commerce storefront with our range of readily available plugins

Spend directly from a centralized business wallet and group your finances

Monitor your corporate accounts spendings with ease through monthly statements

Access downloadable reports and analytics directly from your dashboard

More Exclusive Features Coming Soon!

API Solutions
How to connect my company system do I get started with Lalamove via API?

Our Application Programming Interface (API) enables you to integrate with Lalamove’s systems to place orders automatically without the need for inputting orders manually into our mobile or web App. To get started, please review our API Documentation to learn more about what you can achieve by using our API.

Once you are ready to begin the integration process, you can either sign-up and register for a new Lalamove account or log in using your existing account credentials through our Partner Portal in order to generate your API & Secret Keys.

API Solutions
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, customers can place multi-stop orders via API. Please note that the sequence in which you list the stops will be the routing the driver will take. Route optimization is yet to be available.

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?

We are ready to integrate with your system. To understand the terms and procedures of the Lalamove API, you can visit this page.

If you already understand the terms of the Lalamove API, you can register at this link.

If you have further questions, you can contact our API team via email partner.support@lalamove.com or the Lalamove Customer Service team via the 'Help Center' page on the Lalamove webpage or app.

API Solutions
What are the benefits for using Lalamove's API?

Seamlessly place orders from your backend system to ours with Lalamove API:

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

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

Lalamove is a platform that connects business owners or individuals with Lalamove partners. Because we use the concept of partnership cooperation, you are welcome to work fulltime or part time.

General
How much can I earn per week with Lalamove?

The amount of income per week will depend on the productivity level of each partner. However, we have prepared daily and weekly incentives so that you will be more productive and can get more income

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

Requirements to become a Lalamove Partner for two-wheeled vehicles:

  • Take online training

  • Upload complete and valid documents on the application

  • Paying a deposit

Requirements to join Lalamove Partner for four-wheeled vehicles:

  • Take online training

  • Upload complete and valid documents on the application

  • Pay a deposit

  • Installing stickers (for four-wheeled fleets only)

    • Four-wheeled fleets required for stickers installment are; Van, Pick Up Bak, Pick Up Box, Engkel Box, Engkel Bak, CDD Bak, and CDD Box.

    • Partners who successfully install stickers will get monthly incentives from IDR 200,000 to IDR 500,000.

    • More detailed information can be found on this page.

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

If you are able to complete the registration process, online training, and deposit in one day, then 1 day later you can start working to get additional income

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

The types of vehicles that can be registered with Lalamove are:

  • Motorcycle

  • Sedan

  • MPV (3 lines / 7 seats)

  • Van or Blindvan

  • Pick Up Bak

  • Pick Up Box

  • Engkel Box

  • Engkel Bak

  • Colt Diesel Double (CDD) Bak

  • Colt Diesel Double (CDD) Box

  • Fuso Bak

  • Fuso Box

  • Tronton Box

  • Tronton Wing Box

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

Unfortunately not. 1 Account only eligible for one vehicle

Vehicle
Can I deliver with Lalamove without owning a vehicle?

Unfortuntately not, at this time Lalamove has not provide vehicle rent for Partners

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

It is not applicable. 1 account attached to one specific vehicle only

Documents
What information and documentation are required for registration?

Documents required for registration as a Lalamove Partner

  • Profile photo (front view)

  • Personal Identity Card (KTP)

  • Active Driving License (SIM) A/B/C 

  • Active Vehicle Registration Certificate (STNK) 

  • Vehicle photos

Lalamove also requires additional documents to support the smooth withdrawal of Partner funds, namely:

  • BCA Bank Account

Documents
Will my documents be safe?

Yes, all partner personal information will not be shared without the partner's permission. Unless there is a request from the authorities (Police or Government Agencies) with an official letter of assignment

Training
How to take Lalamove Driver Partner training session?

Please take online training through the link provided in the Lalamove Driver Application, you can access the online training link at any time

Training
What is the difference between Online training and In-person training?

To reduce the spread of Covid-19 during the current pandemic, Lalamove has eliminated the offline training process until an undetermined time.

However, prospective Lalamove Partners can take part in online training by answering a few questions about driver partners basic education through the Typeform platform. Partners who successfully pass the minimum score will continue to further verify their accounts.

If the prospective Partner has not passed the minimum score, the prospective Partner can repeat the online training process.

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

Partners are required to pay a deposit according to the nominal applicable policy.

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

Lalamove Driver Partners are required to make a deposit payment, which is intended as a guarantee for Partners while being part of the Lalamove Partnership.

Deposits can be withdrawn when the Driver Partner decides to leave Lalamove (resign) on the condition that the Partner's account has no problems or has an account in a suspended status.

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

Make sure you have registered on BCA Account. Partners can withdraw / cash out (withdraw) the wallet balance on the application. After cashing out, the balance will enter your BCA account within 1 x 24 hours (T&C applies).

Proof of Delivery (POD)
1. What is an acceptable picture for an item which is delivered successfully?

Valid Proof

To be considered as a valid Proof of Delivery, the picture must visibly show:

  • Clear picture of delivered item (s) in a well lit area, during the unloading process

image-Jan-23-2024-02-38-07-4631-AM
20231218-160729-4
image (1)-Jan-23-2024-02-38-07-7004-AM
  • Clear picture of the customer’s drop-off location:

      • House number; if not available, then

    image (2)-Jan-23-2024-02-38-06-6125-AM
      • Lift document with address; if not available, then

    20231219-093035-3
    • Customer door (residential) or company logo (non-residential)

Invalid Proof

  • Blurry pictures of location

Example:

image (3)-Jan-23-2024-02-38-06-3209-AM
 
  • Zoomed in / Unclear Picture of delivered item

Example:

image (4)-4
  • Non-Related Pictures (no sign of actual delivered items)

Example:

image (5)-3
  • Selfie

Example:

img_v3_0264_ea084835-1c86-448a-af33-fe72bb0bb0fg-4
  • Covering the camera / Blank screen

Example:

image (6)-3
img_v3_0264_14287986-fcbe-418a-905d-0430bb878deg-4

 

Proof of Delivery (POD)
2. Should the receiver provide a sign-off once a delivery is completed?

The driver may choose to upload a legitimate signature from the customer or take Proof Of Delivery pictures.

Proof of Delivery (POD)
3. Is a picture of the drop-off location required?

Yes, a clear picture of delivered item (s) in a well lit area, during the unloading process is required.

Proof of Delivery (POD)
4. What is an acceptable picture for a drop-off location?

An indication of the customer’s drop-off location must ALWAYS be clearly visible:

  1. If you are delivering to a residential area, the customer’s flat or unit number should appear in the picture

  2. If the flat or unit number is not available, you can take the picture with the lift document containing the building address

  3. If the lift document does not contain the building address, you may hold the order and take a picture with the customer’s door in the background

  4. If you are delivering to a non-residential area or any building where you cannot go further than the reception, you can take the picture with the identifiable logo (e.g hotel name) in the background

  5. Pictures that do not contain any clear indication of the drop-off location might not be accepted as a valid Proof of Delivery

Proof of Delivery (POD)
5. Should I take a picture of the receiver?

Please abstain from taking any pictures of customer's faces or the interior of their houses.

Proof of Delivery (POD)
6. Where do I submit the POD?

Kindly follow a step-by-step guide to provide your proof of delivery on the Lalamove Application

 
PODPOD-2

A small pop-up will appear on the top-right corner to indicate that you will need to submit proof of delivery upon order completion

 

PODD2-2

Click either the two options to upload your proof of delivery

 
img_v3_0264_2329498c-5cc3-46d4-96ad-38ce414b653g-3

Upload your photo that you have taken from your camera

 

Proof of Delivery (POD)
7. Why can't I submit any pictures for POD?

It is probably because the POD feature was not on from the User perspective when placing an order

 

For users: Kindly turn on the POD feature in your Settings

 
POD 3 NEW

 

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 Greater Jakarta Area to deliver faster!

Placing an Order
How to place an order?
    • 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

      Follow the steps to place an order:

      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

      If you need to add multiple stops, simply click on the "+ Add Stop" button to add a stop. You may add up to 19 stops within the same order

  1. 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

  2. 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

  3. 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?

Mobile APP
To schedule an order, simply click on 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 away.

Web
To schedule an order, simply click on the “Scheduled" button after inputting the order details. You will then be able to select the pick up time from 30 minutes after up to 30 days away.

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 19 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. However, if none of your favourite driver is online or available, your order may be picked up by another driver.

Mobile APP
At "Add more details" page, turn on the "Favourite drivers first" button and your order will be seen by your favourite driver first.

Web
Check the "Assign to favorite driver only" in the "Notes to driver section" under the notes text field.

Placing an Order
How to contact the driver?

Once you are matched with a driver, you will be able to 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, you may also contact them via the app in the order details.

Mobile APP
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.

Web
You may chat with the driver directly. You may also refer to the driver's phone number listed in the Order Details panel and contact the driver via your phone.

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

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 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. 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 of 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

  • Failed Delivery -> Driver does not upload proof of delivery photo in the application. Please confirm with the recipient regarding receipt of the goods at the delivery location


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

  • Failed Delivery -> Driver does not upload proof of delivery photo in the application. Please confirm with the recipient regarding receipt of the goods at the delivery location

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.

Mobile App
Simply click on the "Share" button on the order page and the recipient may receive real time tracking of the delivery.

Web
Simply click on the "Track Order" 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 details page on the app or the order details panel on the website.

Placing an Order
How to change the driver rating?

If you would like to rate driver at a later time, simply just go back to the order details page on the app or the order details panel on the website and click on the pencil icon next to the rating.

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

Simply go on to "Settings" 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 details page on the app or the order details panel on the website. 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 on the app, or the edit icon under the route section on the web.

You may edit the drop off location, recipient details, and notes to driver. Price changes will be subject to location updates. Please note that you are only allowed to edit once

Order Edit and Cancellation
How to change the driver?

You can change the Driver before the order status changes to 'Pick Up' in the following ways:

  • Go to the 'Orders' page in the Lalamove App or webpage and select the order you want to update.

  • Click the icon in the upper right corner, and click 'Find New Driver'.

  • After selecting 'Find New Driver', the order status will change to 'Finding New Driver'.

  • Please wait to get the new Driver.

The replacement process can only be done once in each running order.

Order Edit and Cancellation
How to cancel the order?

You can cancel the order by completing the following form https://bit.ly/formbataluser, and we will cancel it within 15 minutes after the form is completed.

Please check periodically in your application for the relevant order number. If after 15 mins pass and your order in the application has not been cancelled, please contact us via live chat.

Additional information :

1. You can also change drivers via the application by selecting the "Edit Order" menu if you are having problems with the driver taking your order.

2. For orders that have not found a driver, you can cancel the order at any time by clicking "Cancel Order" on the order page via the button in the upper right corner in the app (lower right corner for the website).

3. For instant orders that already have a driver, you can cancel the order up to 11 minutes after getting the driver. Meanwhile, for scheduled orders, you can cancel the order up to 45 minutes before the scheduled pickup time.

Order Edit and Cancellation
Why can't I cancel my order?

If you have filled out the cancellation form https://bit.ly/formbataluser, please wait 15 minutes for the cancellation process, and please check periodically in your application for the related order number. If the above time has passed and the order is still active, please contact us via live chat on your apps.

Order Edit and Cancellation
Why can't I edit my order?

You can only edit your order before the driver has arrived at the pick up location. If you wish to edit your order after that, please contact our Customer Service Team for assistance.

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
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 surcharge 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: Cash or the Lalamove e-wallet

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?

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.

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download PDF.

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

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download PDF.

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 & 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 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 & 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 & 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 & 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 & 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 & 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 lanauge that is available for your region.

Profile & 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 regsiter an account with your mobile.

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

Profile & Account
How to deactivate my account?

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

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

Unfortunately, we do not deliver passengers or pets. 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 & Size Limits
What are the size limits of delivery items?

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

Please refer to the below for the size and weight limitation

General
What are the service coverage areas?

Lalamove currently serves intra-city to inter-city deliveries in the following operational areas: 

  1. DKI Jakarta

  2. Kota Bogor

  3. Kabupaten Bogor

  4. Kota Depok

  5. Kota Tangerang

  6. Kota Tangerang Selatan

  7. Kota Bekasi

  8. Kabupaten Bekasi

  9. Kabupaten Karawang

  10. Kota Bandung

  11. Kabupaten Bandung

  12. Kabupaten Bandung Barat

  13. Kota Cimahi

  14. Kota Cirebon

  15. Kabupaten Cirebon

  16. Kabupaten Indramayu

  17. Kabupaten Majalengka

  18. Kabupaten Kuningan

  19. Kota Malang

  20. Kota Surabaya

  21. Kabupaten Sidoarjo

  22. Kabupaten Gresik

  23. Kota Yogyakarta

  24. Kab. Sleman

  25. Kab. Bantul

  26. Kota Semarang

  27. Kota Ungaran

  28. Kab. Semarang

  29. Kab. Kendal

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 specialize in instant & scheduled 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
What is Lalamove's Customer Service's hours?

Our customer service time are as follows:
Live Chat
Monday - Sunday: 7am - 10pm
Call
Monday - Sunday: 9am - 6pm
Include public holidays

Order Issues
My delivery item got damaged/lost (Personal User)
We regret that your experience on our platform did not match your expectations. Please provide relevant evidence for further investigation within three days of order completion or receipt.
 
Without limiting the preceding, to the fullest extent permitted by Applicable Laws, Lalamove shall not incur any liability arising out of or in connection with these Terms or the Services provided under these Terms, whether under contract, tort (including theories of negligence, product liability, or any other theory), warranty, or otherwise, exceeding an amount equal to three times the cost of the order or a maximum of IDR1,000,000 for motorcycle deliveries and IDR2,000,000 for four-wheel deliveries or an equivalent amount in the prevailing currency in your jurisdiction.
 
Please fill out the following form to claim the damage/loss of goods that occurred bit.ly/lalamoveklaim.
 
Here are some provisions for the reimbursement process for damage to shipments:
  1. The process of compensation for damage can be done by repairing goods or replacing funds, determined based on the results of the agreement and conditions that apply in Lalamove.
  2. The availability of photos/videos of the condition of the goods before pickup will facilitate and speed up the investigation process.
  3. The investigation results will determine whether or not the claim is approved. The Driver involved is responsible for all approved claims. If a reimbursement is outside Lalamove's limit, the decision is by agreement between the Driver and the User.
  4. Especially for specific items, refunds will be processed after the damaged item is sent to Lalamove.
  5. The refund process will be processed within an estimated maximum of 10 days from when the form is filled out.
  6. The amount of return borne by Lalamove follows the applicable provisions.
Here are some provisions for the reimbursement process for lost goods on delivery:
  1. Users must send all forms of evidence and supporting documents that Lalamove will use to conduct its investigation.
  2. The User is responsible for verifying the Driver who comes to the location (face match with the application) and the Driver's vehicle (license plate and vehicle type).
  3. Driver data mismatches (face, license plate, vehicle type) that the User needs to verify before handing over the goods will make the reporting process unapproved.
  4. The investigation results will determine whether or not the claim is approved. The Driver involved is responsible for all approved claims. If a reimbursement is outside Lalamove's limit, the decision is by agreement between the Driver and the User.
  5. The refund process will be processed within an estimated maximum of 10 days from when the form is filled out.
  6. The refund amount borne by Lalamove follows the applicable provisions.
Please visit our Terms and Conditions page for more information.
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!

Order Issues
What happens when driver cannot drop-off?

Driver usually contacts recipient upon arrival to confirm drop-off, please pay attention to calls when driver is near.

If the driver is unable to drop-off, please contact driver to provide next steps. Should you need additional assistance, please contact our customer service team.

Fees and Payment Methods
Can I withdraw money from my Lalamove wallet?

All credits are pre-paid and are not exchangeable, returnable nor refundable once sold unless required by the Applicable Law or otherwise determined by Lalamove at its own discretion.

Order Issues
I would like to claim damaged or lost goods (Business Account only)

Qualified corporate customers are eligible to claim for damaged or lost goods within 3 days of delivery completion.

Find out more about our Goods Protection policy, and terms and conditions. For further inquiries, please contact your account manager.

General
How much does Lalamove charges?

The fare of service is based on multiple factors such as traffic situation, order volume, availability of delivery partners, applicable tolls, surcharges and so on. Hence the total fare of the service may vary. The fare displayed at the time of request may not be the same if there is a change to order details.

Placing an Order
Order Terms

Lalamove has delivery terms that must be complied with by users to be able to use Lalamove services. These provisions include the following:

  1. Users must pack the goods to be sent properly.

  2. The user must provide the necessary instructions for the delivery of goods requiring special handling.

  3. The user may not deliver (and the Delivery Partner has the right to refuse transportation) any items that are prohibited by law, including:

    1. Guns & weapons.

    2. Alcohol.

    3. Dangerous chemical goods.

    4. Narcotics, substances and drugs.

    5. Valuables (money, gold, jewelry, securities and others in any form).

    6. Live animals and plants (which can harm driver or people around).

    7. Measuring tool (high value)

    8. Art

    9. Flammable items

Placing an Order
Order Types in Lalamove

Hi Lalamove Business Partner!

To accommodate the needs of our customers, Lalamove currently has two types of delivery, and you can choose the one that suits your needs.

Regular Order

This order type is an instant delivery type where the driver only delivers your items—regular shipping rates according to distance and location. Delivery time is 3 hours, depending on the distance and road conditions.

Tips: For regular delivery, make sure you have confirmed to our partners that you are currently only carrying your package so that delivery runs accordingly and on time.

Saver

It is a type of delivery made on the same day where the driver will bring another customer's goods with the destination of the delivery location in the same direction. Shipping rates are cheaper than regular shipping.

Delivery times are as follows:

1. Sedan & mpv: 4-5 hours

2. Van, pickup truck, pickup box: 6-8 hours

3. Engkel, CDD Fuso: 8-10 hours

The delivery time above is estimated because it depends on the distance and road conditions.

Tips: For delivery using this type of saving, please ensure that the goods sent are not urgent or quickly stale or thawed (food, drinks, frozen food).

General
How to accept an order?

To select an order using the Lalamove app:
1. Click the Pick Up icon.
2. Confirm Working mode is turned on.
3. Confirm if you have no pending or picked up orders.
4. Pick up an order.

General
What are the order fees?

The fare of service is based on multiple factors such as traffic situation, order volume, availability of delivery partners, applicable tolls, surcharges and so on. Hence the total fare of the service may vary. The fare displayed at the time of the request may not be the same if there is a change to order details.

General
What order information is visible to me?

Once you've accepted the order, you’ll be able to see the customer’s address and contact number.

General
How can I contact the user?

You can view the phone number of the customer by clicking on the phone icon. If you click on the icon, your phone will automatically place a call to the customer. You can also reach out to the customer via text in the app.

General
Why am I unable to receive orders?

Try uninstalling and reinstalling the application. Then login into your account as you normally would. If the issue persists, please contact our Customer Service team for assistance.

General
How can I check my history of jobs?

Click on ”Records” and filter the status of the jobs that you're looking for; i.e. Ongoing, Picked-Up, Completed or Cancelled.

General
How long do I have to complete a trip?

Delivery time will follow the order stated on the App. You are required to complete an order depending on your vehicle type.

General
What if I cannot get or disagree with the payment?

Please contact our Customer Service team for assistance.

User related
Can I bring along others for ride orders?

No, you are not allowed to bring anyone else other than the passengers

User related
What should I do if the user is not ready for the trip?

Please contact the user via call or in-app chat. If user is not reachable, please contact our Customer Service team for assistance.

User related
What should I do if there is a fare disagreement with users?

Please contact our Customer Service team for assistance.

User related
Why I can't find the pick up/drop off location?

If you can't find the pick up/drop off point, please contact the sender/recipient for clarification.

User related
What if the user was absent in pickup location or unreachable?

Please try to contact the user again via call or in-app chat. Contact our Customer Service team for assistance.

User related
I suspect the item or the order is restricted or fraud related

Please contact our Customer Service team for assistance.

User related
User left something in my vehicle

Please contact the user and discuss how to return it to the user. If user is not reachable, please contact our Customer Service team for assistance.

User related
User chose wrong vehicle/service

If user chose wrong vehicle/service, please advise user to cancel the order and book with the right vehicle/service. If user refuse to do it, you can also cancel the order and state the reason as user responsibility wrong vehicle/service. Contact our Customer Service team for cancelling after the grace period.

User related
User want to change order details

Please advise user to self-edit the order if it the order status still on the way to pick up location. The order details and fare will be automatically changed. If user want to edit the order after you arrived at the pick up/drop off point, please contact us through live chat to edit the order.

User related
How to handle rude/abusive user?

As your safety is our priority, if the user being rude or abusive, we suggest you to remain quiet and professional. Please try to avoid engage with them and finish the order accordingly.

However, if the user keep insulting you or being violent and your safety is threatened, please remember your safety comes first.
You can proceed to cancel the order and contact us if you need any assistance. Report to the local authority if necessary.

User related
I would like to complain on the user

Please contact our Customer Service team for assistance.

User related
What if I the passengers or luggages exceed the capacity?

Please encourage passengers to cancel the booking and rebook, indicating that too many passengers or luggage as the reason. Please contact our Customer Service team for assistance if necessary.

Order edit or cancellation
How can I cancel my order?

You are strongly advised not to cancel orders unless absolutely necessary (eg. Car breakdown / accidents). You can cancel the order in the driver app within the grace period, after the grace period. You will have to contact our Customer Service team for assistance. Please call the user immediately before cancelling the booking.
If you regularly cancel successive trips or orders, your experience on the Lalamove Platform may be affected.

Order edit or cancellation
How can I edit my order?

Please contact our Customer Service team for assistance.

Guide for Drivers
Do I have to provide reflective vest & helmet to user if I'm a motorcyclist?

Vest is optional thing. Instead, helmet is a mandatory regulations that you have to provide

Guide for Drivers
How can I purchase reflective vest & helmet?

You can do helmet purchase in App via "Lalakit" or buy it walk-in to the Lalamove Office

Guide for Drivers
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.

Guide for Drivers
How much can I earn per week with Lalamove?

The amount of income per week will depend on the productivity level of each driver partner. However, we have prepared daily and weekly incentives so that you can be more productive and earn more.

Data Privacy
Will my documents be safe?

Yes, all drivers partners' personal information will not be disseminated without their permission. Unless there is a request from the authorities (Police or Government Agencies) with an official letter of assignment.

Vehicle and Personal Information
I have several types of vehicles. Can I attach them all to my profile?

Not possible. 1 account can only be used for 1 type of vehicle.

Registration
How to join Lalamove Driver Partner training?

Please join the online training through the link available in the Lalamove Driver App, you can access the online training link at any time.

Income
Once verified, how do I cash out my payment?

Make sure the Partner already has a BCA Bank account. Partners can cash out (withdraw) the wallet balance in the application. After cash out, the balance will be transferred to BCA account within 1 x 24 hours (T&C applies).

General
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!

General
What is total estimated travel 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 the passenger, 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
How to check user and driver chat in the app?

Once you are matched with a driver, you will be able or 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.

Place Order Guide
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: The delivery partner will arrive in 30 minutes
- Scheduled order: You may select the pick-up time which is from 30 minutes 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 5 stops within the same order.

2. Select the vehicle type

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. Add in any reference and confirm the booking.

If there are any reference information you may want to provide to the ride partner, you may add it on 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.

Place Order Guide
How to schedule an order?

To schedule an order, simply click on the ""Pick-up time"" on 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.

Place Order Guide
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 5 locations in one order.

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

Driver- Related
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. However, if none of your favourite drivers is online or available, your order may be picked up by another driver.

On "Add more details" page, turn on the "Favourite drivers first" button and your order will be seen by your favourite driver first.

Driver- Related
How to contact the driver?

Once you are matched with a driver, you will be able to 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, you may also contact them via the app in the order details.

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.

Driver- Related
How to rate the driver?

We care about your ride 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 details page on the app.

Driver- Related
How to change the driver rating?

If you would like to rate driver at a later time, simply just go back to the order details page on the app and click on the pencil icon next to the rating.

Driver- Related
What types of order statuses are available?

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

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 the pickup point
Driver arrived -> Driver has arriver at the pickup up point. Ready to take to you to your destination
In Transit -> The driver is on the way to drop-off point
Completed -> The order has been completed and payment has been settled
Cancelled -> Your order is cancelled

Payments 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!

Payments 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: Cash or the Lalamove e-wallet

You may select your payment method at the order confirmation page

Wallet
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

Wallet
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

Wallet
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 assit you in the verification and troubleshooting

Wallet
Can I withdraw money from my Lalamove wallet

All credits are pre-paid and are not exchangeable, returnable nor refundable once sold unless required by the Applicable Law or otherwise determined by Lalamove at its own discretion.

Receipts
How to get e-receipts for the order?

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.

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download PDF.

Receipts
I did not receive the e-receipt

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download PDF.

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

Receipts
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

Receipts
I would like Lalamove to issue receipts and tax invoices on behalf of my company

Yes we may issue receipts and tax invoiced on behalf of your company, simply contact our Customer Service Team and our team member will be able to process it for you.

Coupon
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

Driver- Related
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.

Driver- Related
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.

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

Driver- Related
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 the passenger, 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.

Driver- Related
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 communicate with the driver to reconfirm. Should you require further assistance, please reach out to your Customer Service Team.

Order Related
I have an issue with the ongoing order

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

Complaint
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.

Lalamove Service
What are Lalamove's service hours?

Lalamove operates 24/7 to best serve your needs. We specialise in instant & scheduled courier and ride service, matching you with nearby drivers in just a matter of seconds.

App Setting
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

App Setting
How to change the app language?

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

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?

Fleet Owners must have a minimum size of 3 vehicles and 3 drivers to register as Lalamove 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

Please note that other documents may be requested based on local market requirements

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

Rifai (+62 818-0681-6235) to proceed.

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 (or difference) of Lalamove Fleet?

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

  • Fleet vehicles can be registered without having a driver attached.

  • 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
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

  • Manufacturing Year of Vehicle

  • Photos of Vehicle

Please note that other documents may be requested for verification purposes.

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

If you have further questions, please contact us via Live Chat on app and webpage for a more detailed explanation

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. 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 the registration:
- ID Card (KTP)
- Driving license (SIM)
- Emergency Contact

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

Please reach out to us via Live Chat for more detailed info.

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 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 Driver to Vehicle
How do I change my driver's vehicle?

When changing a driver's vehicle, first ensure that the driver appears as "off duty" in the Driver app, then they will appear on the Driver List in the Fleet portal as "off duty". From this, you can then pair or unpair drivers from vehicles, as long as they do not have an ongoing order.

Pairing 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 driver who is registered and verified for a van 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 Driver to Vehicle
Why can't I remove a vehicle from my driver?

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

Pairing Driver to Vehicle
Why can't I see any vehicles available for assignment?

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 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.

Contact Us

Lalamove users can connect with Lalamove Customer Service team via:

  • Live Chat: every day from 07:00 - 22:00

Live Chat

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?

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 log in 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 a resident to earn LalaPoints?

At present, Lalamove Rewards is only applicable to Indonesia and you can earn LalaPoints only if you complete orders by a registered Indonesia mobile phone number.  Orders made in other countries are not able to earn points under the same account.

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/en-id/privacy-policy for details.

Lalamove Rewards
How can I contact you?

You can chat or mail us via Live Chat.

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 LalaPoints.

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, via Live Chat.

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 Program 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 Program Account within 48 hours.

Earning LalaPoints
How many LalaPoints do I earn?

You will earn 1 LalaPoints for every Rp1.000 you spent on any completed order. You can also check out our ‘How to Earn LalaPoints’ section on 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 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 offer's 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/id, 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.

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