Frequently asked questions

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!

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.

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!

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

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

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.

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

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. 

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

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

Yes, our API is able to proactively provide status updates with Webhooks.

We understand that your team may have questions while studying the documentation and also during integration. Feel free to contact us anytime at partner.support@lalamove.com for technical support and our API specialists will respond as soon as possible.

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. 

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!

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.

Please fill out to this Inquiries Form - https://bit.ly/yeu-cau-ho-tro-KHDN for further details!

Only users with "Admin" and "Manager" roles can view all order history on the Business Account. Users with the "Employee" role can only view orders placed by them.

You can view the role of all teammates under the Setting page in the "Team" category on the Web app.

If you need further support, please kindly fill out this Inquiries Form - https://bit.ly/yeu-cau-ho-tro-KHDN.

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.

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.

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!

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.

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

To automatically receive Monthly Statements, kindly activate the "Receive monthly statements by email" function under your Setting page in the "Notification" category on Web app. Add the recipient's email below to receive the statement.

You may also download Statement under your setting page in the "Statement" category on the Web app. Only users with the "Admin" role have access to this feature. For further assistance, please fill out this Inquiries Form - https://bit.ly/yeu-cau-ho-tro-KHDN.

Please fill out to this Inquiries Form - https://bit.ly/yeu-cau-ho-tro-KHDN for further details!

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

For API support, please reach us at partner.support@lalamove.com.

For API support, please reach us at partner.support@lalamove.com.

For API support, please reach us at partner.support@lalamove.com.

We deliver in certain regions of Vietnam like Ho Chi Minh, Ha Noi, Hai Phong; and we’re expanding all the time. Input the delivery details in the app and instantly find out the total cost before you decide to place the order.

Please refer to our T&C for further details: https://www.lalamove.com/en-vn/terms-and-conditions 

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.

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!

We provide money service for orders worth less than 500,000 VND. You can refer to the advance fee at the following link:

Hanoi area: https://www.lalamove.com/vi-vn/bang-gia-giao-hang?city=hanoi

Ho Chi Minh City area: https://www.lalamove.com/vi-vn/bang-gia-giao-hang?&city=hochiminhcity

To choose this requirement, please choose the advance service in the additional service when choosing the vehicle and remember the detailed notes of the goods, the amount you want to ask the driver to buy.

Our customer service time are as follows:

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

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. 

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.

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. 

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.

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

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!

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.

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

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!

Follow the following steps to order:

1 - Enter the address of pickup and drop-off of delivery

You can choose now or schedule order.

If you need more stops, just click the button + add the delivery point to add a stop. You can add up to 19 stops in the same order.

2 - Select available vehicles

Depending on the size of the goods to be delivered, choose the appropriate type of vehicle. If you want to know more about the capacity of each vehicle, click the information button in the top right corner to see the details.

3- Choose Additional services

You can also require additional services (such as adding a lalabag, etc.) based on your needs.

4 - Add the details of the goods, notes the driver (if you need the driver to do purchase service or another the information) and confirm the application.

If you have any information you need to give to the driver, you can add that information to the next page! Confirm your contact information and select your payment method. If you have a preferred card and discount code, you can also add it. Add Coupon to apply preferential to all orders!

So completed, now just click "order", we will find the driver for you.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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

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.

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

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.

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.

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.

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.

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

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.

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.

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

You may also use the following online payment methods to settle your order.

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

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

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

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

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.

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.

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.

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

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

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

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

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

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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

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!

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

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!

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

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.

We provide money service for orders worth less than 500,000 VND. You can refer to the advance fee at the following link:

Hanoi area: https://www.lalamove.com/vi-vn/bang-gia-giao-hang?city=hanoi

Ho Chi Minh City area: https://www.lalamove.com/vi-vn/bang-gia-giao-hang?&city=hochiminhcity

To choose this requirement, please choose the advance service in the additional service when choosing the vehicle and remember the detailed notes of the goods, the amount you want to ask the driver to buy.

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.

When you put the loading and unloading service on the order, the driver will perform the loading/unloading goods in the service you have chosen.

For loading and unloading forms in the direction/turn, the driver will unloading or loading goods at 1 of 2 points of pickup or drop-off points.

For the form of the ground floor and upstairs, the driver will loading or unloading goods at the commodity location.

When combining both forms, depending on your demands, the driver will loading/unloading goods according to the service you have chosen. For example:

- Cargo Handling 2-ways, ground floor >>>> The driver will loading and unloading goods in both pick-up and drop-off points and the driver's location load/unload the goods on the ground floor.

What a pity to hear this, to withdraw money from Lalamove wallet, 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

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 wallet.

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

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 Lalamove wallet

3. Choose Coupon

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 Lalamove wallet

3. Choose Coupon

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.

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.

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

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

Lalamove is sorry that you can not contact the call center through the call because the operators are busy. In addition to the call center, Lalamove has an online message channel on the Application or you can also leave information through the Request form- https://bit.ly/cskh-yeu-cau-giai-dap , Our Customer Service will support you asap.

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

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

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.

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.

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.

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.

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.

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.

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.

Drivers will need to send Lalamove photos, required documents of their new vehicles following: https://www.lalamove.com/vi-vn/capnhatthongtin042023

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

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

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.

To reschedule training sessions at Ho Chi Minh, please help follow below guideline:
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. 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

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.

Lalamove applies new deposit regulations from July 1st, 2023:

• Ho Chi Minh: https://www.lalamove.com/vi-vn/huongdankyquy2022

• Ha Noi & Hai Phong: https://www.lalamove.com/vi-vn/hn/huongdankyquy2023

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.

Learn more here: https://www.lalamove.com/vi-vn/napruttien14072021

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

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.

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 am to 10 pm) and Sunday (9 am to 9 pm.).

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

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

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

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.

Learn more about our new feature that could help you take multiple orders: https://www.lalamove.com/vi-vn/vn-saver2.0-price-update-05-2023

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

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

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

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.

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

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.

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.

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

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.

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

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.

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.

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.

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.

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

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.

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

The Fleet portal supports both Vietnamese and English

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.

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.

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.

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.

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.

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).

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

Here is a list of relevant driver documents that will be requested upon registration:

(Local Market To Make The List Based On Country Requirements)

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

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).

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.

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.

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".

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.

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.

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.

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.

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.

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

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

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

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.

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.

You can contact us by sending Request Form.

“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)

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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

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

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.

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

No, LalaPoints cannot be shared among other members.

No, LalaPoints cannot be exchanged for cash.

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.

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.

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.

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.

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.

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.

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.

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.

"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.

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

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

Kindly submit your request via form here: https://bit.ly/ho-tro-cskh-lalamove

Kindly submit your request via form here: https://bit.ly/cskh-yeu-cau-giai-dap

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

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

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