Frequently asked questions

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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.

General
What does it mean to be a corporate account?

Sign up as a 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 centralised 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!

Business Account
How to sign up as a corporate account?
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. 

API Solutions
Which features are available for API integrations?

Our capabilities include: 

  • Quote delivery fees

  • Place order

  • Cancel order

  • Driver details & location 

  • Get order status (ASSIGNING_DRIVER, ON_GOING, etc)

  • Add Tips (known as “Priority Fee” in app)

  • Receive auto update of delivery status easily and promptly through Webhook

API Solutions
Can your API handle multi-stop orders?

Please contact us via chat in Help Center of our app to receive more detailed information.

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

Please contact us via chat in Help Center of our app to receive more detailed information.

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

Please contact us via chat in Help Center of our app to receive more detailed information.

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 drop off location?

Simply click on the "+ Add Stop" button to add additional drop off locations. You may add up to 19 locations in one order.

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

Business Account
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.

Business Account
How to add teammates to my business account?

To add members to the corporate account, please perform the "Invite Members" action in your settings page under the "Groups" category on the web.

Then, select the role and enter the new member's work email; an invitation link will be sent to their email. The recipient can join with either a new or existing Lalamove account.

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

Only users with "Administrator" or "Manager" permissions can view all order history on the Corporate Account. Users with "Member" permissions can only view orders they have placed.

You can view the roles of all members in the group on the "Group" settings page on the web.

 

Business Account
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.

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
How can Lalamove help boost my business?

Keep track of your delivery expenses:

Manage multiple staff members under a single business account with a centralised business wallet. Monitor your corporate 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 20 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
Are there any special promotions for a corporate member?

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

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

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: https://www.lalamove.com/en-vn/all-vehicle-pricing-detail

 

Business Account
Do you provide monthly statement?

To automatically receive the Monthly Statement, please activate the 'Receive monthly reports via email' function in your settings under the 'Notifications' category on the website. Also, add the email information of the recipient of the Monthly Statement.

You can also download the Monthly Statement from your settings under the 'Statements' category on the website. Only users with 'Administrator' can use this feature.

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

Please contact us via chat in Help Center of our app to receive more detailed information.

Business Account
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

Corporation Customer Service
How to contact Corporation Customer Service ?
Lalamove is ready to support you! For thoughtfully support, kindly prepare more detailed information as much as you can and press "Contact us" so Lalamove can help you quickly !
Business Account
How to issue VAT invoices and the timeline?

To receive VAT invoices, please fill in the information at the following link: https://bit.ly/request-invoice-support .

Invoice issuance time: Lalamove will issue invoices monthly on the 5th of the following month. You only need to fill in the information once at the link above, and invoices will be automatically issued for subsequent months

General Information
What are the service coverage areas?

We deliver in all regions of Vietnam both intracity and intercity. Input the delivery details in the app and instantly find out the total cost before you decide to place the order.

General Information
What is total estimated delivery time?

Total transit time:

For Intracity Delivery: Maximum 24 hours from the time Driver receive package(s)

For Long Distance Delivery: Maximum 72 hours from the time Driver receive package(s)

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

Our customer service time are as follows:

Monday - Saturday: 7am - 10pm
Sunday and Public Holiday: 9am - 6pm

General Information
How much does Lalamove charge?

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. You’ll instantly be given the price details before you choose whether to place the order.  

Open up the Lalamove app and simply select the type of vehicle, pick up and drop off locations. You’ll instantly be given the price details before you choose whether to place the order. 

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.
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.

2 - Select the vehicle type

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

3 - Select any additional service

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

4 - Add in any reference and confirm the booking

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

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

Placing an Order
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. 

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 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 aways.

Placing 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.

Placing 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!

Placing 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.

Placing an Order
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!

Placing an Order
How to place an order with more than one drop off 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 fo the delivery at real time. Some of the statues that may appear on your order are:

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


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

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

You may share the order with the recipient at the order page.

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. Please note that this is only applicable to 4 wheels vehicles.

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?

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
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.

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 9 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 9 minutes 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
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: 9 minutes after matched with a driver.

Scheduled Orders: 45 minutes before scheduled pickup time.

Fees and Payment Methods
What additional services require extra fees?

When selecting your vehicle, you will be able to see the additional serices 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 surchage and it will be automatically reflected in your bill.

Fees and Payment Methods
What are the payment methods?

Go cashless with your Top-up account 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.

You may select your payment method at the order confirmation page.

Fees and Payment Methods
How to use my Top-up account?

To use your Top-up account, 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 Top-up account.

Fees and Payment Methods
How to top up my account?

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

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

Fees and Payment Methods
How to change the payment method?

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

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

You will need to provide us your email address upon registering in the app, and activate the "Receive E-receipts" function under your setting page on the Web app in order to get the e-receipts for each order.

In addition, monthly statement will be issued to keep things organised for your finance team and audits.

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 account

If your funds are deducted but the balance does not get deposited to the Top-up account, 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.

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

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

Alternative, you may also add a coupon for future use by going to the "Top-up account" 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

We are sorry that your experience on our platform was not up to your expectation. Please contact us via Live chat or fill out Complaint Form - link below, our Customer Service Team will be able to assist you. Complaint Form: https://bit.ly/cskh-yeu-cau-giai-dap

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 for further assistance.

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 for further assistance.

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 us via Live chat or fill out Complaint Form - link below, our Customer Service Team will be able to assist you.

Complaint Form: https://bit.ly/ho-tro-cskh-lalamove

Order Issues
My delivery goods got damaged
We are sorry that your experience on our platform was not up to your expectation. Please kindly provide us with relevant proof for our further investigation.
 
If you are a corporate customer, you might be eligible to Goods Protection and claim for your delivery goods. Learn more about how to claim.
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.

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.

Order Issues
I would like to claim damaged or lost goods (Corp users only)

Qualified corporate customers are eligible to claim for damaged or lost goods within 7 days of delivery completion.

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

For individual users, kindly contact our Customer service via the form at this link. Additionally, kindly find more about our Goods Protection policy, and terms and conditions. For further inquiries, please contact your account manager.

Profile and Account
I forgot my password

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

Profile and Account
How to reset my password?

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

Profile and Account
How to update my mobile number?

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

Profile and Account
How to turn off app notifications?

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

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

Profile and Account
How to change the app language?

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

Profile and Account
How to register an account?

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

Goods and 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; and/or goods that is forbidden by Law. Please get in touch with us should you have any queries on whether the items you wish to deliver are allowed; or you can discover more via our website: https://www.lalamove.com/vi-vn/tnc

Other than that, we deliver almost everything else!

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

Please kindly visit Lalamove pricing for further details: https://www.lalamove.com/en-vn/all-vehicle-pricing-detail 

General Information
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 large volume solutions, please contact our sales team via Zalo Official Account: Lalamove Việt Nam for further support!

Fees and Payment Methods
What is waiting fee?

Waiting fee is one of the costs incurred depending on each order for orders of 4 -wheel vehicles (trucks, pickups and vans), when the driver came to the pickup/drop-off points but had to wait to start order fulfillment. (such as waiting for goods packaging, inventory of goods or procedures, ...)

Therefore, always make sure the goods are always ready before the driver comes to receive the goods. You can refer to the waiting information for the following link: https://www.lalamove.com/vi/en-vn/faq

 

Fees and Payment Methods
What is the return fee for receiving goods?

The service of returning to the delivery point is the order that you need the driver to return to the shipping point after delivery to the recipient.

 

Fees and Payment Methods
What is Door-to-door Delivery Fee?
Door-to-door service is delivery fee for orders wishing to be delivered in place, the driver must find parking car and deliver directly to the room or home to the recipient.

 

Fees and Payment Methods
Why do customers have to pay for BOT, waiting fees, etc.?

BOT fees, waiting fees, ... are external expenses during the driver processing the order, so it will not be included in the shipping fee from the original. Therefore, hope you support the driver so that the order will take place most conveniently.

 

Fees and Payment Methods
How to withdraw money from Top-up account?

What a pity to hear this, to withdraw money from Top-up account, you need to delete the Lalamove account.

To operate the account deletion on the Lalamove application, you can check the following steps:

1. Click the symbol 3 horizontal symbols in the top left corner of the screen.

2. Select "settings"

3. Select "privacy"

4. Select "Delete account" and follow the instructions on the application

Coupons and Promotion
The incident with topup successfully but the coupon codes has not displayed ?

If you'd already top up money but have not received the promotion code, please wait for 20-30 minutes since the confirmation of the money has been credited into the Top-up account.

If after the above time, the promotion code has not been added into the account, please leave us information through the request to answer questions: https://bit.ly/cskh-yeu-cau-giai-dap to check and support.

Coupons and Promotion
When the order is canceled, is the promotion code lost?

Each individuals code will have limited number. To proactively check the promotion code, you do the following:

1. Click the symbol 3 horizontal symbols in the top left corner of the screen.

2. Select Top-up

3. Choose Coupon

Coupons and Promotion
Where customer can update the latest promotion codes?

You can receive information about promotional codes through official channels from Lalamove:

- Notice on application

- Application registration email

To proactively check the promotion code, you do the following:

1. Click the symbol 3 horizontal symbols in the top left corner of the screen.

2. Select Top-up

3. Choose Coupon

Coupons and Promotion
Are there any special promotions for plenty of orders customers?

The promotion code will be added on the application, you can actively check the promotion code.

If you need more programs for loyal customers, you can leave your information and questions via the request to support KHDN- https://bit.ly/yeu-cau-ho-tro-KHDN, Lalamove's business department will contact in the shortest time.

Order Issues
How to know if the driver is going on multiple orders at the same time?

In order to support customers in the demand period and find drivers faster, Lalamove driver partners will receive 02 orders if in the same city delivery route. So hope you can rest assured that the order is still on the delivery road and can be monitored on the application as usual.

If you need a driver to prioritize orders, please note more information so that the driver can best support.

Order Issues
What is the difference between Regular order and Saver order?

"Regular orders" will help you connect with your driver faster while "Saver orders" give you the most competitive price.

Profile and Account
Why is the account was under risk control ?

The account is limited when the Lalamove system records that you have high cancellation orders in a short time. If your order has not found a driver, please be patient, the system is still looking for a driver around your area. Or if you need order support, please contact Lalamove's center.

In case, you are in need of checking an application account, leaving information for Lalamove via the questionnaire- https://bit.ly/CSKH-Yeu-cau-giai-dap so that the Ministry of Customer Service can support you

General Information
How to contact Customer Service?
Lalamove is ready to support you! For thoughtfully support, kindly prepare more detailed information as much as you can and press "Contact us" so Lalamove can help you quickly !
Placing an Order
How to change the order area?

To change the order area, you change area on the application according to the following steps:

1. Click on the symbol 3 horizontal symbols in the top left corner of the screen

2. Select "You are in Ho Chi Minh City and Nearby Regions/ Hanoi and Nearby Regions"

3. Select the area you need to place orders

So you can easily change the ordering area on the application

Placing an Order
How to switch application from business accounts or personal accounts?

Only business accounts can switch the Corp form. To switch the account form between individuals and corps, you follow the following instructions:

1. Click the symbol 3 horizontal symbols in the top left corner of the screen.

2. Swap left-right to select between Corp and Individual

Placing an Order
What is Delivery Form?

Delivery form is a feature where the recipient can proactively input information (such as address, phone number, notes,...) on the receiving side, through the link shared by the user. The user might following steps:

1. Log in to account
2. Select the menu - symbol 3 horizontals in the top left corner of the screen, then select Delivery Form.
3. Input the pickup address, select "Share Form", select the method to sent the recipient.
4. After the recipient submit the form, the "Ready to Use" section will display the recipient's details.
5. Click on the arrow symbol to automatically transfer information to the main order page.

Note: This feature is not applicable to Corporation accounts and multi-stop orders.

Placing an Order
Does Lalamove provide packaging supplies (carton boxes, tapes) and support for disassembling goods for moving house services?

Unfortunately, Lalamove cannot provide packaging supplies (cartons boxes, tapes,...) and disassembling goods for Moving House Services. For a convenient delivery process, please ensure the goods are carefully packaged and prepared before the Lalamove driver arrives to receive the goods.

Placing an Order
What is the opened box truck ? What is the closed box truck?

Opened box trucks are a form of truck that includes a fabric cover and iron frame, installed on an open truck, used to cover goods, protect them from the sun and rain, and help prevent goods from being damaged or moldy.
Closed box trucks are a common type of box, usually designed as a 6-sided closed box, the door is usually designed at the back or side of the vehicle to make loading and unloading goods more convenient. Closed box trucks will not be able to remove the top cover.

Fees and Payment Methods
What is Moving Assistance: loading and unloading by extra helper?
Loading and unloading goods from the ground to the vehicle (or vice versa) both at the pickup and dropoff locations by the driver and support person (helper)
Fees and Payment Methods
What is Moving Assistance: Door to door by extra helper?
Loading and unloading from/to the agreed location (no more than 50m) at both the pickup and dropoff locations by the driver and support person (helper)
Fees and Payment Methods
What is Round Trip order?
The delivery driver returns to the pickup point
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, required documents of their new vehicles following: https://www.lalamove.com/vi-vn/capnhatthongtin042023

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

Driver partners please read through the Logo & lalakit FAQs for more details and ensure you're well-prepared for delivery. Thank you!

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?

To reschedule training sessions at Ho Chi Minh, please help follow below guideline:
1. Go to Lalamove Driver App: Log in > Chat with Help Center > Inform the appointment details > Ask for cancelling the appoitment. Drivers can reset the information after cancelling.
2. Contact via Zalo channel “Đối tác Tài xế Lalamove” to request for cancelling & reschedule.

To join training sessions at Ha Noi & Hai Phong, Partners could go directly to main office & hub for support.
Location & time: https://www.lalamove.com/vi-vn/vanphonglamviec290322

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?

Lalamove applies the following deposit policy:

Ho Chi Minh City, Da Nang to Mekong Delta area, please refer here: https://www.lalamove.com/vi-vn/huongdankyquy2022.

From Hue area to Northern provinces, please refer here: https://www.lalamove.com/vi-vn/hn/huongdankyquy2023.
 

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 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?
Proof of Delivery
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

 

  • Clear picture of the customer’s drop-off location:

      • House number; if not available, then


      • Lift document with address; if not available, then


      • Customer door (residential) or company logo (non-residential)


Invalid Proof

  • Blurry pictures of location

Example:

 

  • Zoomed in / Unclear Picture of delivered item

Example:


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

Example:

  • Selfie

Example:

  • Covering the camera / Blank screen

Example:

                                                                        

Proof of Delivery
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
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
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
Should I take a picture of the receiver?

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

 

Proof of Delivery
Where do I submit the POD?

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

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

 

2. Click either the two options to upload your proof of delivery

3. Upload your photo that you have taken from your camera

 

Proof of Delivery
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.

 

Service Quality
What factors affect Driver Partner's service quality score?

Point increase when drivers: Being active daily, regularly completing orders, earning orders with high rating,  restrict cancel orders.

Point decrease when drivers: Cancelling orders unreasonably, geting low-rated orders, and violating Terms & Regulations of Lalamove. When the service quality score drop to the lowest level (Risk), driver's account will be banned for 3 days with the lowest sanction level or ban Forever with the highest level of violation warning.

Service Quality
Why driver did not cancel the order but the quality score decrease during the day?

Driver should note that when canceling orders unreasonably or violating Terms & Regulations, the system will immediately send a reminder to you to restrict cancellation or violation.

Service Quality
How to request review when receiving an unreasonable cancellation notice?

From the time the violation reminder is received, quality point will not be deducted. The system gives drivers 3 days to make a request to review quality score of the canceled order. After the above time, if the driver does not make the request or the review fail, the quality score will begin to decrease.

Refer to the instruction to request a review quality score of a canceled order here: https://www.lalamove.com/vi-vn/muc-chat-luong-moi-01-2023.

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 Help Center team is willing to answer all of your questions in this working hours:

  • From Mondays to Saturdays: 7 am - 10 pm
  • On Sundays and public holidays: 9 am - 6 pm

Learn more here: https://www.lalamove.com/vi-vn/chatbot05112021.

Delivery
How to define the delivery fee?

The delivery fee is based on each orders' requirements which customers choose such as: vehicle type, additional services, delivery distance,...

Learn more here: https://www.lalamove.com/vi-vn/bang-gia-giao-hang.

Delivery
Can I take multiple orders at the same time?

Lalamove allows drivers to receive up to 4 orders for motorbikes and up to 5 orders for 4-wheeled vehicles, including instant orders and scheduled orders at the same time. Also, driver partners need to ensure that scheduled orders do not overlap delivery time to avoid complaints from customers.

See more single pairing features here: https://www.lalamove.com/vi-vn/vn-saver2.0-price-update-05-2023.

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?

Contact the Help Center and tell us the reasons for cancelling orders or you can cancel the orders yourself. There should be suitable reason when cancelling orders or else the service quality point will be affected. 

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

If customers do not reply, please contact the Help Center 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 Help Center 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 Help Center 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
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 our Customer Support team 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 our Customer Support team 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 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?

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.

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

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

About 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 for details.

About Lalamove Rewards
How can I contact you?

You can contact us by sending Request Form.

Rewards
What is a reward?

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

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.

Rewards
Does the reward expire?

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

Earning LalaPoints
Where can I check my LalaPoints balance?

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

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

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

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

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

Earning LalaPoints
Is there an expiry date on cash coupons?

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

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

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

Earning LalaPoints
How do I earn LalaPoints?

Once you have read and accepted Lalamove Rewards Terms and Conditions in the ‘Rewards’ page, you can use your Lalamove account to accumulate LalaPoints. You can earn LalaPoints for every order you place (Base Fare + Total Distance Fee + Additional Service Fee + Priority Fee), regardless of the vehicle type. . Upon completion of each order, LalaPoints will be automatically created to your Account within 48 hours.

Earning LalaPoints
How many LalaPoints do I earn?

You will earn 1 LalaPoint for every VND1.000 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 only use your personal Lalamove account to place orders to earn LalaPoints.

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

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

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

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

Earning LalaPoints
Can I buy extra LalaPoints?

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

Using LalaPoints
Can I share my LalaPoints with other members?

No, LalaPoints cannot be shared among other members.

Using LalaPoints
Can I exchange LalaPoints for cash?

No, LalaPoints cannot be exchanged for cash.

Using LalaPoints
What happens 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 endeavor to reflect the latest balance as soon as possible.

Situation 4: Cash top ups to your wallets, tunnel fees and coupon discounts are not eligible for earning LalaPoints.

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.

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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.

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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.

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How do I earn bonus points?

Watch out for our latest news via website here, 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.

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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.

Contact Help Center
How to contact Lalamove Help Center?

In order to receive any help or instruction, customer can contact directly Lalamove Help Center through "Live Chat" on the app, following these steps:

Step 1: Click on the symbol of 3 dash on the above left corner on screen.
Step 2: Choose "Help Center".
Step 3: Choose "General Information"
Step 4: Choose "Support
Step 5: Choose "How to contact Customer Service?"
Step 6: Choose "Contact us" to start live chat with Lalamove Help Center.

Request Form
What is REQUEST FORM? And how it can help me when using Lalamove services?

"Request Form" is for customer to fill in enquires that need support from Lalamove to handle, by collecting exact information from customers' input. After fulfilling the Request Form, please kindly bear with us during our receiving and handling process within 03 - 05 working days, count from the day Request Form being received.

Request Form
VAT INQUIRIES FORM

Kindly submit your request via form here: https://bit.ly/yeu-cau-ho-tro-hoa-don

Request Form
How to request the VAT invoice of the previous months

In order to support the automatic financial invoice (VAT invoice) for Lalamove orders on the registered customer email, starting from the time you provide successful invoice information, the system will automatically send the Financial Invoice (VAT) to the registered email on the 5th of the next month. In addition, Lalamove is unfortunately unable to support invoices for orders arising from the previous months.

If you need to issue VAT invoices, please leave information via the VAT inquiries request form: https://bit.ly/yeu-cau-ho-tro-hoa-don 

Request Form
When will I receive VAT Invoice ?

In order to support the automatic VAT invoice for Lalamove orders on the registered customer email, once you successfully provide invoice information, the system will automatically send the VAT invoice to the registered email on the 5th next month.

Example: December VAT Invoice will be release in 5th January. 

If you need to issue VAT invoices, please leave information via the VAT inquiries request form: https://bit.ly/yeu-cau-ho-tro-hoa-don 

Request Form
MARKETING & PARTNERSHIP REQUEST

Kindly submit your request via form here: https://bit.ly/yeu-cau-hop-tac-truyen-thong

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