FAQ

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General
Does Lalamove do delivery for businesses?

Yes! We empower businesses of all sizes with fast and convenient delivery. We’ll scale to your needs even during peak periods, so you save more during the quiet seasons, and fulfil more orders during the busy ones!

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 vehicle purchasing costs, vehicle maintenance fees and overheads that come with employing drivers on a full- or part-time basis. Save more when you deliver only when you need to!

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

Business Account
How do I sign up as a corporate member?

Be our corporate member by setting up a business account! Fill out the form here to get started.

Business Account
How can my team stay coordinated when using Lalamove delivery?

Multiple users can be tagged under one corporate account, keeping everyone on the same page. 

Business Account
Will order receipts be issued? How will they be issued?

Yes, if you have provided us with an email address upon registering in the app, you will automatically receive an e-receipt each time you complete an order. In addition, monthly statements will be issued to keep things organised for your finance team and audits.

Making an Order
Will I receive an update when my delivery has been received?

Yes! Our e-signature feature provides a proof of delivery, allowing you to know immediately when your recipient has received your items and signed.

Making an Order
Is there a way to keep track of my goods during transit?

With our live tracking feature, Lalamove allows you to track every order as it makes its way to the destination. 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, so they know the estimated time of arrival. 

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 in Vietnam to deliver faster!

General
Where does Lalamove deliver to?

We deliver in certain regions of Vietnam like Ho Chi Minh City and Hanoi like Bangkok and we’re expanding all the time. Let us know if you want us to be in your area!

 

General
When can Lalamove deliver?

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 few seconds. 

Use our instant booking app to handle all your express and urgent deliveries, anytime of the day.

General
How much does Lalamove charge?

Each order is calculated based on the requirement of that order, such as the vehicle type and the distance between your pick-up and drop-off locations.You can find a simple guide here. Or, download the app to find out instantly how much the delivery would cost before you even place the order.

Making an Order
Can I track my order?

Yes! Lalamove allows you to track every order, keeping you updated about its status at every stage. 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 recipient, so they know the estimated time of arrival. 

Making an Order
Does Lalamove deliver large, bulky or odd-sized items?

Yes, we do! Lalamove transports all types of goods from simple documents and valuable items, to large, bulky furniture or household appliances.

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!

Making an Order
Is it possible to cancel my order? Are there any penalty fees?

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

General
How does Lalamove work? Do I have to work full-time?

Lalamove is an on-demand delivery (by motorcycles and trucks) application that connects drivers and customers. Delivery fee is displayed in-app. Working hours are flexible based on drivers' ability and arrangement.

General
How much can I earn per day with Lalamove?

Drivers' income based on the number of orders and hours for delivery.

1. 2 wheels vehicles
- About VND 250.000 per day for fulltimers.
- About VND 400.000 per day in peak season (rainy days, holidays).
- About VND 150.000 per day for parttimers with 3 - 4 working hours.

2. 4 wheels vehicles
- About VND 800.000 per day for fulltimers.
- About VND 1.500.000 per day in peak season (rainy days, holidays).
- About VND 500.000 per day for parttimers with 3 - 4 working hours.

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

There are 2 ways for registration:

1. Get access to Lalamove.com and press "Register" at the top-right corner of the website, choose "Driver Partner" to start registering.

2. Download LALAMOVE DRIVER APP, go to "Register" to fill drivers' information: Full name, Phone number, Vehicle type as instruction. Lalamove will contact drivers within 14 working hours.

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

After finshing the last step of drivers' registration flow with documents uploading, Lalamove will contact drivers within 1-2 working days to verify drivers' profile. Next step, drivers will need to pay a deposit amount and show up at office to purchase uniform in order to start taking orders.

Vehicle
Can I deliver with Lalamove without owning a vehicle?

All Lalamove's drivers will need to have their own vehicles.

In order to collaborate with Lalamove, drivers need to prepare their motorcycles, pick-up trucks, vans, trucks (under 2500kg in HCM and Haiphong, under 4000kg in Hanoi). Vehicles are not required to be drivers' own vehicles.

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

Drivers who have motorcycles, pick-up trucks, vans, trucks (under 2500kg in HCMC and Haiphong, under 4000kg in Hanoi) can contact Lalamove for collaboration. Lalamove services now are not available for over 2500kg in HCM City and Haiphong, and over 4000kg in Hanoi.

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

Lalamove system now only verifies one driver that matchs one vehicle. Drivers will have to contact Lalamove to update new vehicle information if there are any changes.

Vehicle
I changed my vehicle. How can I update my Lalamove's profile?

Drivers will need to send Lalamove photos of their new vehicles via Zalo channel or Customer Service chatbox, Lalamove therefore uploading the new information. Required documents includes:
- 2 Wheels vehicles: vehicle registration certificate (with vehicle plate), vehicle plate
- 4 Wheels vehicles: vehicle registration certificate (with vehicle plate), vehicle plate, vehicle ertificate of registry

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

Lalamove system now only verifies one driver that matchs one vehicle.

Registration file
What information and documentation is required for registration?

Lalamove required documents for registration:
1. ID card (original)
2. Driver license (A1, B2 - original or notarized copies)
3. Vehicle registration certificate
4. Photos of Household book
5. Picture of vehicle plate
6. Vaccine certificate (minimum 1 injection)
7. F0's discharge papers
8. An amount of VND 300.000 - 500.000 for registration: deposit, uniform, top-up

Documents
Will my documents be safe?

Lalamove completely commits to follow the Lalamove Personal Privacy Policy. Drivers' information will be used only under drivers' permission except for other regulations of the law.

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

HCM City: there are 3 ways to reschedule training sessions:
1. Go to Lalamove Driver App: Log in > Chat with Customer Service team > Inform the appointment details > Ask for cancelling the appoitment. Drivers can reset the information after cancelling.
2. Go to Lalamove office and join daily training sessions:
Time:
+ From Monday to Friday: 10.30 a.m. and 5.00 p.m
+ Saturday: 10h30 a.m.
Location:
+ 327-329 To Hien Thanh, 13 Ward, 10 District
+ 8, KDC Van Phuc, Hiep Binh Phuoc, Thu Duc District
+ 212, 19/5 canal, Tay Thanh, Tan Phu District
3. Zalo channel: Lalamove will support drivers to reschedule via 2 following contacts
+ 0969877538 for Motorcycle
+ 0528648705 for Truck


Hanoi city: there are 2 ways to reschedule training sessions:
1. Go to Lalamove Driver App: Log in > Chat with Customer Service team > Inform the appointment details > Ask for cancelling the appoitment. Drivers can reset the information after cancelling.
2. Go to Lalamove office and join daily training sessions:
- Motorcycle:
+ Location: 7th floor, 7 Tran Phu, Dien Bien, Ba Dinh
+ Time: From Monday to Friday: 9.30 a.m. to 12.00 p.m. and 2.00. o.m. to 5.00 p.m.
- Truck:
+ Location 1: 48-BT5, Cau Buou New Urban Area, Thanh Tri. Phone number: 0349.132.733.
+ Location 2: No 63, 139 Phu Dien, Bac Tu Liem. Phone number: 0376.454.823.
+ Time: From Monday to Friday: 9.30 a.m. to 12.00 p.m. and 2.00. o.m. to 5.00 p.m.


Haiphong city: there are 2 ways to reschedule training sessions:
1. Go to Lalamove Driver App: Log in > Chat with Customer Service team > Inform the appointment details > Ask for cancelling the appoitment. Drivers can reset the information after cancelling.
2. Go to Lalamove office and join daily training sessions:
- Location: No 63 Le Thanh Tong, May To, Ngo Quyen
- Phone number: 0393399174
- Time: From Monday to Friday: 9.00 a.m. to 12.00 p.m. and 2.00 o.m. to 6.00 p.m.

Training
How will the training sections be held?

There are 2 types of training types:
- Offline at office: immediately support and immediately verify drivers account then immediately taking orders.
- Online - Virtual training: time saving, drivers account will be verified within 48 working hours.
Lalamove encourages drivers to choose virtual training type for time saving and the most convenient support.

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

HCM City's deposit regulations since September 1st, 2021:
- Motorcycle: VND 100.000 each
- Truck/ van/ Pick-up truck: VND 300.000 each
Note: the amount for deposit may be changed seasonally, Lalamove will inform drivers before starting the registration flow.

Hanoi and Haiphong's deposit regulations since September 1st, 2021:
- Motorcycle: VND 100.000 each
- Truck/ van/ Pick-up truck:: VND 300.000 each
Note: the amount for deposit may be changed seasonally, Lalamove will inform drivers before starting the registration flow.

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

The deposit amount is used for delivery-related incidients compensation while delivering.

The deposit amount will be refunded within 7 working days when drivers stop collaborating with Lalamove.

However, it will not be refunded if drivers exceed the number of violations noted in Drivers' Code of Conduct.

Payment
Once verified, how do I cash out/ top-up my payments?

1. Top-up: drivers can top up their account with 3 methods:
- Cash top-up at Lalamove office.
- E-wallet (Momo) or International Payment Card (VISA card) via in-app top-up feature.
- Transfer money to Lalamove Bank Account: Vietcombank, Techcombank.

2. Cash-out: drivers get access to "Wallet" in-app button to update personal bank account information in "Bank Information" then press "Confirm Submission" to make a cash-out request. Lalamove's available bank account for cash-out request: Vietcombank, Techcombank, Momo E-wallet.

Rating review
What happen if I got wrong rated orders?

Please contact the Customer Service team to notify about the wrong rated orders, then the Driver Operations team will re-check and confirm.

Rating review
How can I rate my customers?

After successfully completing orders and receiving money from customers, there will be a feature for user ratings and than drivers can rate the orders based on experiences.

Contact
How to contact with Lalamove via in-app chat feature?

If there are any questions, please contact Lalamove via in-app chat feature. Our Customer Support team is willing to answer all of your questions from Monday to Saturday (7 a.m. to 10 p.m.) and Sunday (9 a.m. to 9 p.m.)

Delivery
How to define the delivery fee?

The delivery fee is based on each order's requirements such as: vehicle type, additional services, delivery distance,...

Delivery
Can I take multiple orders at the same time?

Lalamove only allows drivers to take one immediate order at the same time, the next one will only be taken after completing the first one. Drivers can take one immediate order and 2 scheduled orders at the same time. Drivers need to assure that scheduled orders aren't set at the same time in order to advoid customers' complaints.

Delivery
What kind of information that I can get access to?

Once taking orders, drivers can see customers' address and phone number.

Delivery
How to contact customers?

Customers' phone number will be showed in app once taking the order.

Delivery
How to cancel an order?

Please do not cancel orders without informing Lalamove. Contact the Customer Service team and tell us the reasons for cancelling orders.

Delivery
What can I do if the goods are not available at the picked-up point?

If customers do not reply, please contact the Customer Service team via in-app chat feature and Lalamove will contact customers then give drivers further information.

Order
How to get the order's invoice?

If customers require invoices, please contact the Customer Service team for other support and do not provide customers with any kinds of invoices.

Order
What can I do if recepients are not ready to receive goods at the drop-off point?

If recepients do not reply, please contact the Customer Service team via in-app chat feature and Lalamove will contact customers then give drivers further information.

Other questions
How can I become a Lalamove driver?

Drivers need to donwload Lalamove Driver App and start registration. Drivers have to join training sessions and submit required documents. Lalamove will contact you for further steps.

Other questions
Do I need to have my own vehicle?

Yes, drivers need to have their own vehicle before registering.

Other questions
What are Lalamove's additional fees?

Drivers will receive the delivery fee showed in-app. The delivery fee is based on each order's requirements such as: vehicle type, additional services, delivery distance,...

Other questions
What kind of vehicles are suitbale for Lalamove delivery services?

Drivers with their own motorcycles, picked-up trucks, vans and under 2500kg trucks (HCM & Haiphong) or under 4000kg trucks (Hanoi) are welcome to join with Lalamove.

Other questions
When will I get paid?

For COD method, customers will pay cash once drivers complete the orders.
For corporates, drivers can get their weekly income via in-app cash-out feature.

Other questions
Do I have to follow a stable schedule of delivery?

Drivers' working hours are completely flexible and depend on the number of orders. Lalamove needs drivers to advoid cancelling orders after matching.

Other questions
Are there any regulations of wearing Lalamove uniform?

Lalamove requires drivers to wear uniform while delivery (helmet, jacket or polo) and please do not where shorts. Lalamove may stop collaborating or ban drivers account if drivers cannot fulfill this rule.

Other questions
Where can I find the benefits of being Lalamove drivers?

Along with the drivers' body insuarance on for every Lalamove order, Lalamove is now applying monthly bonus for better income. Besides, there are various benefits packages which will be updated in in-app News. Please follow to keep track on every most updated news.

Please click this link for detailed information of drivers' benefits: https://www.lalamove.com/vi-vn/driver.

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 below email to proceed:
General
What language do you support?
The Fleet portal supports both Vietnamese and English
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 below email 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 shorty.
Driver registration
What documents/ requirements do I need to provide to register my Driver?
Here is a list of relevant driver documents that will be requested upon registration:
(Local Market To Make The List Based On Country Requirements)
Driver registration
What can I do if I have reached the maximum fail allowed for virtual training?
Please reach out to us at below email 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.

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