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Service fees adjustments release changes during Lunar New Year 

 

Please note that due to Lunar New Year public holidays, we will have the following arrangements for the 15/01/2023 - 04/02/2023 service fees adjustments:

 

-Service fees adjustments for orders from 15/01/2023 to 24/01/2023, will be disbursed on 26/01/2023 (Thursday)

-Service fees adjustments for orders from 25/01/2023 to 31/01/2023, will be disbursed on 02/02/2023 (Thursday)

-Service fees adjustments for orders from 01/02/2023 to 04/02/2023, will be disbursed on 06/02/2023 (Monday)

Monthly Statement: Sent by email on the 5th business day of the following month, including the details of each affected order (e.g. order code, date, and time) and its respective adjusted amount.​

 

Feel free to keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be proactively analyzing each affected order.

Wrong Pin 

We will proactively review every case in which the original drop-off location does not match the actual drop-off address of the customer updated by rider service team. In these situations, if the difference between both drop-off locations is larger than 100 meters, we will proactively recalculate the distance component of the service fee and pay the difference of the additional distance travelled. Please note that all compensation amounts related to Wrong Pin that are less than $3 (e.g. $1.50), we will top them up and pay $3 each; while in very rare cases that the compensation amount exceeds $15, we will pay a maximum amount of $15.

 

Actions from couriers: 

  1. MUST report the new drop-off location to rider service team (live chat while on shift)  

    • Press on the headphone icon on the top right corner

    • Choose “Drop-off Issues” ,then click on “Wrong pin” 

    • Click on “Chat with agent”

      - Rider service team will validate and update the new drop-off pin in the system

      *Only the cases in which the customer writes the correct/new address in the customer-rider chat in the rider app, the rider service team will update the pin​

      *Only the cases in which the drop-off pin is updated by the rider service team will be considered​​

  2. Complete the delivery of the order to the new drop-off location adjusted by rider service

Payment frequency: Weekly, reflect in rider app Wallet on every Monday

Effective date: 01/12/2021

Canceled/ Redispatched Same Vendor Stacked Order Adjustment 

It covers the situation when the first order of stacked orders from the same vendor is canceled or dispatched by any reasons, the second order will be adjusted with a fixed amount at

  • $5 per order for walker/ cyclist

  • $10 per order for rider/ driver

Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday

Effective date: 01/07/2022

Fallback Value Adjustment

There is a system error that a small amount of orders cannot show the exact order service fee on the acceptance screen. If you see an order showing estimated earning is $5.55, it is a fallback amount, instead of the actual service fee. We will proactively recalculate and adjust service fee for all impacted cases weekly. The actual service fee will be paid back fully with the extra paid $5.55 fallback amount as compensation.

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Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Steps to check the actual service fee after completing the order to keep records if necessary.

Step 1: Go to “Wallet” tab in rider app

Step 2: Look for the related order 

Step 3: See the actual service fee paid to your “Wallet”

- If you see the paid amount is $5.55, You may keep records of order details for future reference.

 

- If you see the paid amount is NOT $5.55, it means the service fee was adjusted with the correct amount and paid to your “Wallet” automatically by system.

Payment frequency: Weekly, reflect in rider app Wallet every Monday (starting on 08/08/2022 for orders impacted between 26/07/2022 & 06/08/2022)

Effective date: 26/07/2022

Acceptance Screen Service Fee Refreshment Adjustment

Due to data refresh delay, the service fees of some orders  may be refreshed during the 70s waiting time, hence you may see changes to the service fee amount for the same order on the acceptance screen. Currently, the system pays according to the first amount shown , however, we will proactively review all the impacted orders and manually adjust the payment according to the highest  amount shown until the issue is completely resolved

Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday​

*The first payment adjustments will be released on 10/10/2022 (Monday) covering orders after the launch of the new distance calculation function (29/9/2022) to 3/10/2022 (Monday).

Effective date: 07/10/2022

First Order Of Stacked Order Missing Pick-up Fee Adjustment

It was reported that some same-vendor stacked orders were not paying the full base fee for the first order in the service fee calculation, the amount was discounted as if it was an additional stack. While our product team is working on a permanent solution for the issue, we will proactively review all impacted orders (since the launching of the new map) and pay the necessary adjustments for each of them

Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday 

​*The first payment adjustments will be released on 17/10/2022 (Monday) covering orders after the launch of the new distance calculation function 29/9/2022(Thursday) to 10/10/2022 (Monday).

Effective date: 11/10/2022

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