FAQ

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General
What are the service coverage areas?

We will deliver anything within the greater Klang Valley. We also cover parts of Penang, Johor and Malacca. Need to deliver further? Use our 4 x 4 Pickups, Vans and Lorries to deliver from Klang Valley, Penang, Johor and Malacca to other states within West Malaysia.

General
What is total estimated delivery time?

You can view the estimated delivery time on the app once your order has been matched.

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
Can my recipient pay for the delivery?

Yes, you may have the recipient pay for the order. Simply indicate in the remarks to inform 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
Can a Lalamove driver help me to purchase goods from anywhere?

We provide Buy4U as a purchasing service. Please be informed that Buy4U is only applicable with Motorcycle orders in Klang Valley only. You may choose the following options:

Purchase amount between RM 0 - RM 25
Purchase amount between RM 25 - RM 50
Purchase amount between RM 51 - RM 75
Purchase amount between RM 71 - RM 100

To select this, please select the Buy4U service in the add on section when placing your order. You may also write 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?

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

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

Our customer service operating hours are as below:

Monday - Sunday: 8am - 10pm

General
How to sign up for a Lalamove Business Account?

Simply upgrade your account in "Upgrade to Business" under Setting. Insert your company information and upload relevant business registration documents or tax ID documents in the registration flow on the web.

General
I would like to deliver large volumes of orders. How can Lalamove help me?

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.

General
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!

General
I would like the recipient to pay for the order. How can I accomplish this?

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
How to check my 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.

General
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.

General
How to add teammates to my business account?

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

Go to Settings in the web app and kindly tap the button "Invite new member" in "Team" category and insert the email address of the new teammate.

New teammates will be added to your Lalamove Business account after they complete the steps in the invitation email.

General
How can different teammates access all order records in my Lalamove Business account?

Users with "Admin" or "Manager" role can view all order history on the Business account. Users with "Employee" role can only view orders they placed.

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

General
How to connect my company's system with Lalamove API?

Our Application Programming Interface (API) enables you to integrate with Lalamove’s system and place orders automatically into Lalamove mobile or web app. To get started, please review our API Documentation to learn more. Once you are ready for 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 to generate your API and Secret Keys.

General
What is the total estimated delivery time?

Once an order is 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 circumstances such as traffic and weather issues.

General
Which industry does Lalamove support?

Lalamove partners with businesses from a wide variety of industries to support their delivery needs. From F&B and eCommerce to retail, furniture, construction and many more, we have the delivery solutions and the fleet of vehicles that you need to grow your business.

General
What are the features of Lalamove Business Account that can boost my business?

1) Keep track of your delivery expenses

Manage multiple staff members under a single business account with a centralised wallet. Monitor and take control of your corporate account spendings with ease through monthly statements.

2) Reduce operational costs

With Lalamove Business Account, you get to save on vehicle purchasing cost, vehicle maintenance fees and overheads that come with employing drivers on a full-time or part-time basis. Save even more with multi-stop deliveries at up to 20 different locations within one trip!

3) 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!

General
Are there any special promotions for a Lalamove Business Account holder?

We will help you save more with unbeatable corporate perks and rewards, whenever you sign up or top up! Read more about our business account benefits.

Business account clients also receive free account management services, as well as ongoing support from our sales and customer service teams.

General
What are the size and weight limits of delivery items?

The size limit varies depending on your selected vehicle type.

Please refer to our pricing page for details on size and weight limits.

General
Do you provide monthly statement?

To automatically receive monthly statements, kindly activate the "Receive monthly statements by email" function under your setting page in the "Notification" category. Add the recipient's email to receive the statement.

You may also download statements under your setting page in the "Statement" category.

General
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. For WooCommerce, please reach out to us at channelpartnerships.fd@lalamove.com

General
What are the features of API integration?

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 distance and delivery fees

4) Obtain auto-update of delivery status easily and promptly through Webhook

5) ShareLink to share delivery status updates to a third party

6) Instant driver matching

7) Retrieve real-time driver location

8) Cancel order with ease within a 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
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 19 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.

General
Will I be notified when there is an order status change via API?

Our API can proactively provide status updates with Webhook which enables notifications for you whenever there is a key event so you can receive information easily, effortlessly and promptly. Currently, we will notify you for 4 different events:

1. When the order status changes

2. When the wallet balance changes

3. When the order amount is adjusted (eg. tips, fee adjustments)

4. When the same order is re-submitted

General
Is there someone I can reach out to for technical support?

You can reach us at partner.support@lalamove.com or through our LiveChat at the bottom right in https://partnerportal.lalamove.com

General
What are the features of Lalamove Business account?

Sign up as for Lalamove Business Account to enjoy these exclusive features:

  1. Manage multiple staffs under one account with specific roles and access rights
  2. Integrate your business directly with our API solution
  3. Connect your e-commerce storefront with our range of readily available plugins
  4. Spend directly from a centralised business wallet and group your finances
  5. Monitor your corporate accounts spendings with ease through monthly statements
  6. Access downloadable reports and analytics directly from your dashboard

More Exclusive Features Coming Soon!

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: The delivery partner will pick up the delivery 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 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 add-on services (such as adding a Lalabag, Buy4U 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 delivery 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.

Placing An Order
How to schedule an order?

Mobile
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.

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

Mobile
On "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 favourite 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

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 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 kind of delivery statuses are there?

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

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
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. What service should I add on?

Select "Door-To-Door Service". The driver and helper(s) (if selected) will load and unload items to and fro the premises.

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
How to check the item photo that was uploaded by the 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 the 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?

To change the driver, you may simply click on the icon on the top right corner of the order page on the app or under the driver card in the web, 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 in the app (bottom right corner for website).

For immediate orders that have been matched with a driver, you may cancel your order up to 5 minutues 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, the following cancellation fees apply:
Motorcycle: RM 5
Car: RM 8 (RM 6 – Penang and Johor)
4 x 4: RM 10
Van 7ft/9ft : RM 20
Small Lorry: RM 30
Medium Lorry: RM 50
Large Lorry: RM 50

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

You can only cancel your order within the grace period. If you wish to cancel your order after that, please contact our Customer Service Team for assistance. Please note that cancellation fees may be applied.

Grace period:
Immediate Orders: 5 minutes after matched with a driver.
Scheduled Orders: 45 minutes before scheduled pickup time.

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
Are there any parking or toll charges?

Parking and Toll charges are not applicable. Please be informed that drivers will need to bear these charges.

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 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. It will be automatically reflected in your bill.

Fees And Payment Methods
What are the payment methods?

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

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 an order. You will be redirected to the page to select your preferred online payment method with the Lalamove wallet.

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

Visit the Wallet section on your account and click "Top Up". You may then select one of the top up plans listed on the top-up screen.

Fees And Payment Methods
How to change the payment method?

You can select your payment method at the payment page when placing the order. You can change the method for each order according to your liking!

Fees And Payment Methods
How to withdraw money from my Lalamove wallet?

We are sorry to inform you that Lalamove Credit is non-refundable.

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

Activate the "Receive E-receipts" function under your settings to get an e-receipt for each order. Key in your email address to opt-in. To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend the receipt or download a PDF version.

Fees And Payment Methods
I did not receive the e-receipt. Why is it so?

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

Should you still be 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. What should I do?

If your funds are deducted but the balance is not reflected in your Lalamove Wallet, please wait for 24 hours as different payment channels have varying lead times.

If the balance is still not reflected in your wallet after 24 hours, 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 Promotions
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.

Alternatively, you may also add a coupon for future use by going to the "Wallet" page, click "Coupons" and adding 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 a 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 the "Wrong or missing location?" button to report the missing location. Our team will review and take the necessary actions to fix this.

Order Issues
I have an issue with the ongoing delivery

If you face any unforeseen issues with the ongoing delivery and are unable to settle any dispute 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 with us was not up to your expectations. Please contact our Customer Service Team for further assistance.

Order Issues
My delivery goods got damaged

We are sorry that your experience with us was not up to your expectations. 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 our 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 want to change the driver, 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 to other drivers.

If you need to contact the driver but unreachable, please contact our Customer Service Team for further assistance.

Order Issues
Why is my driver requesting additional charges?

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

Order Issues
What happens when the driver cannot drop off?

Driver usually contacts recipient upon arrival to confirm drop-off. Please pay attention to calls when the delivery is in progress. If the driver is unable to drop-off, please contact the driver to provide guidance. Should you need additional assistance, please contact our customer service team.

Order Issues
I would like to claim damaged or lost goods (Corp users only)
Insurance for corporate users will be coming soon.
Profile And Account
I forgot my password

If you have forgotten your password, simply click the "Forgot password" button and input your phone number that is registered to your account. We will send you an SMS or give you a call 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?

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 notifications on the device settings page.
For iOS, you may turn on/off notifications on the App settings page.

However, we highly recommend that you keep the notification active so that you will not miss out on any order updates or any promotions we may have.

Profile And Account
How to change the app language?

Simply go to "Settings" and click Language. You may switch to the language that is available for your region.

Profile And Account
How to register an account?

Simply click the "Don't have an account?" button on 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 clicking the icon on the login page. You will be directed to the registration procedures.

Goods And Size Limits
What items fall under the prohibited list with our delivery?

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.

Please visit our list for more details on prohibited items.

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

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

Please visit our pricing page for the details on the size limits of goods according to each vehicle.

Driver Account
How to reset my password?

To reset your password, go to "Settings" and click "Logout". At the login page, click "Forgot Password". After you've confirmed your phone number, you'll receive a 4-digit pin via SMS. Use this pin number to update your password.

Driver Account
How do I register as a Lalamove Delivery partner?

To get started, just click on the form on top of this page or click here. Fill in your details and you will be required to follow our Virtual Training. For account activation purposes, you must pass our Virtual Training. The minimum score to pass the training is 28, and you’ll have 3 attempts at it. If you fail in all 3 attempts, you’ll need to contact our Driver Operation Admin at 011-25387688 or 017-2617688 to assist you with your application.

Driver Account
What type of license(s) do I need to have to be a Lalamove delivery partner?

For motorcycles, cars and 4x4, the minimum requirement is the P driving license. For vans and lorries, you need to have a GDL license on top of your driving license. We won’t accept drivers with an L license or an expired license.

Driver Account
How do I update the details of my vehicle?

To update your vehicle’s details, please fill in this form and attach a picture of your vehicle’s front or rear view. We'll take two working days to update these details in your profile.

Driver Account
How do I update my bank information?

Go to the “My Wallet” tab and then click on the “Bank Info” in the Lalamove Driver App. You may update your bank information there.

Driver Account
How do I update my mobile number?

You can reach out to Driver Ops via call or Whatsapp at 017-8009518. You can also visit us at Lalamove Driver Centre @ The Earth, Bukit Jalil to update your mobile number.

Driver Account
How do I join the driver training?

If you haven’t scheduled the training, click “Schedule Now” in the Lalamove Driver App and select between Bukit Jalil (live training) or Online (virtual training). If you prefer live training, pick a date and time to attend the training.

However, due to current restrictions with the MCO, we’re not organising in-house training at Lalamove Driver Center.

If you select Virtual Training, you’ll receive an SMS with the link to launch the online training at your convenience. For account activation purposes, you must pass our Virtual Training. The minimum score to pass the training is 28, and you’ll have 3 attempts at it. If you fail in all 3 attempts, you’ll need to contact our Driver Operation Admin at 011-25387688 or 017-2617688 to assist you with your application.

Driver Account
How do I deactivate my Lalamove driver account?

We’ll be sad to see you go. But if you’ve decided to close your driver account, please fill in this form and click “Submit”.


 

Orders
How are the prices determined?

Prices are determined via the distance from pickup point to drop off point and via the vehicle type. For more information, you can check the “Rates” tab in the Driver app. 

Orders
Can I accept multiple orders?

You can’t accept back-to-back on demand jobs but you can accept multiple scheduled jobs. Please ensure that your scheduled jobs are not clashing with one another.

Orders
What delivery information is visible to me?

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

Orders
How do I contact the customer?

Swipe over the “Slide to take order” button to accept the order. 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.

Orders
How do I cancel my order?

You’re only allowed to cancel the job with a valid reason. If your reason is not acceptable, we’ll suspend your account for two days. To cancel an order, you must contact our Customer Service team with our “Live Chat” function.

Orders
What do I do if the item is not ready for collection?

You must contact our Customer Service team with our “Live Chat” function.

Orders
What should I do if the recipient is not ready to receive the delivery?

You must contact our Customer Service team with our “Live Chat” function.

Orders
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 Driver Operations team.

Orders
How do 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.

Lalamove Wallet
How do I top-up my Lalamove wallet?

Click on “My Wallet” and “Top-Up”. Pick a top-up amount and click “Top Up Now”. Click on “Online Payment”. Fill in your bank details, email address and phone number to proceed with the top-up. 

Lalamove Wallet
How do I withdraw money from my Lalamove wallet?

Click on “My Wallet” and “Bank Info”. Fill in your bank account number, full name and bank name and click “Save”. A message will prompt you to fill in your Lalamove password, NOT your bank password. Click “Confirm”. 

Once you’ve saved your bank details, click on “My Wallet” and “Cash-Out”. Enter your withdrawal amount and click “Confirm”. The money will be transferred to your bank account accordingly.

Lalamove Wallet
How long does it take before I can receive the money in my bank account?

If you click “Cash-Out” from Monday to Wednesday, the money will reflect in your bank account on Thursday night/Friday morning. If you click “Cash-Out” from Thursday to Sunday, the money will reflect in your bank account on Monday night/Tuesday morning. On average, the process will take three working days.

Incentives
Am I eligible for any bonus/incentive if I fulfil the requirements?

Yes, incentives are offered in "Missions" from time to time.

Incentives
Are there any other incentive programs?

Yes, there is! We have a sticker program for all vehicles (except for motorbikes) with monthly payouts.

As long as your vehicle has the sticker, we’ll pay you. If you’re interested in our sticker program, please apply for the program in the driver app.

Incentives
Will the sticker compromise my vehicle’s paint job?

Our stickers use paint-friendly adhesive. The chances of your vehicle’s paint job getting damaged are close to zero. In the event where you want to remove the Lalamove sticker, you can do so by bringing your vehicle to our office.

Incentives
How do I purchase the Lalabag and Lalajacket?

You have to visit us at Lalamove Driver Centre, Bukit Jalil to purchase the Lalabag and Lalajacket. We only accept payment via online bank transfer.

Rating
How do I check my current rating?

Go to “Profile” and click on “Rating” to view your average rating. Improve your rating by requesting the customer to reward you with a 5-star rating if the customer is happy with your service.

Rating
How do I become a favourite delivery partner for my customers?

It’s quite simple. Just do your best to give an unforgettable and excellent delivery experience for your customers. In due time, you’ll have plenty of “Fans” who have elected you as their favourite delivery partner!

Rating
How do I rate my customers?

After the order is completed, go to the “Records” tab. You can rate your customer based on their respective order detail.

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

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 Jack at +60172459211 (Call or WhatsApp) 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 any further questions please contact Jack at +60172459211 (Call or WhatsApp) 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. 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 shortly.

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:

- Local Identification Card
- Goods Driving License (GDL)
- Driving License

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

Please reach out to Jack at +60172459211 (Call or WhatsApp) 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 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 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 / or is 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 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 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.
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 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, Singapore and Malaysia and you can earn LalaPoints only if you complete orders by a registered Malaysian 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/privacy-policy for details.

Lalamove Rewards
How can I contact you?

You can chat with 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 with us 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 RM1.00 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 happened 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.my, 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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