What happens if there is a wrong address provided?
If you have arrived at the wrong Pickup address provided by the customer, there is a 50% cancellation fee, capped at a maximum of $10. If you have arrived or en-route to a wrong Delivery address provided by the customer and need to deliver to a new delivery address, there will be a new delivery charge of up to 100% of the original price. I accepted a 3 hours express delivery request. By when do I need to deliver. The 3 hours delivery timeframe is indicated in the delivery details. If it is stated as 9am-12noon, then you will need to deliver between this time.
What to do if the app prompts me to enter Pincode during delivery?
Please obtain the Pincode from the receiver and enter it into the app when updating to delivered. If the receiver is unsure, please contact the sender for Pincode or contact us.
What happens if the customer cancels the job after I have arrived or when I am on the way?
For Deliveries Without Manpower: If you have arrived, please provide proof of arrival and there will be a 50% cancellation fee, capped at a max of $10. If you are on the way provided that the customer did not cancel the job before the pickup time starts, you will also be entitled 50% cancellation fee, capped at $10. For Deliveries with Manpower required, there is also a 50% cancellation fee charged on the manpower.
What happens if I deliver a parcel late? Is there any penalty fee?
If you deliver a package late, uParcel may deduct your delivery fees up to 50% and if the item (if it's food), is spoilt due to the late delivery, you will need to compensate for the item. Your account will also be suspended permanently if you have too many late deliveries.
What happens if the parcel weight/size is under-declared?
If a parcel is deemed to be underdeclared, there are 2 options: 1) Get written approval from Sender/Job requester that there will be additional charges and continue the delivery. You will need to upload a photo that clearly shows either the weight (kg) or the size (H+L+W in cm) of the parcel once you complete the delivery. Then use the 'Contact us' on the app to inform our Customer Service team to add on this charge. This will be reflected in your next statement once it is approved. 2) If you cannot continue the delivery due to unavailable space in your vehicle, please cancel the delivery as "Item is under-declared" in the agent app and upload a photo that clearly shows either the weight (kg) or the size (H+L+W in cm) of the parcel. After that, use the 'Contact us' on the app to inform our Customer Service team to add on this charge. This will be reflected in your next statement once it is approved.
Why are there no jobs showing on the app?
The jobs will disappear once they are accepted by other agents. On average 90% of delivery requests are accepted within 10mins of posting. You will receive notifications when you are within a distance of the pickup location.
What happens if i have a claim for damage/lost of parcel against me?
First, we will withhold a $100 from your earnings. After investigation and if you are at fault, you will be required to pay the claim amount to uParcel and this will be paid to the claimant. If the amount is more than $100, you will be required to pay the balance to us, and we will pay to the claimant.
For Van and Lorry Delivery, does the driver needs to help in loading/unloading of the goods?
Yes, the driver of the van or lorry will need to assist in loading and unloading of the goods.
What does it mean if there are Manpower Required under the Additional Services?
Manpower required means the Van/Lorry driver needs to bring an extra helper to assist in the loading and unloading. The number of manpower required would mean the number of helpers requires, not including the driver.
How does Uparcel earn?
We charge a 20% platform commission and this goes to uParcel to maintain the platform, transaction and run advertisements to get more customers to use uParcel, which means more jobs for our agents.
Can I change the pick up and delivery time with the customer?
Please do not make changes to the delivery timing with the customer, it will cause inconvenience to the customer. If you cannot do the job within the timing, please do not accept the delivery request.
How do I get paid from the deliveries?
Jobs completed between 1st-31st will be paid on the following month on 7th-9th. Payment will be via GIRO bank transfer to the bank account provided. Depending on your bank, it takes 1-3 days for amount to be reflected in your account. Please note that the status of the job has to be ‘Delivered’ before the delivery fees can be paid. uParcel charges 20% commission, and agents will be paid 80% of the delivery fees. You may still request for instant payout using your mobile app and get paid within the next working day except for lock-out periods (29th to 1st). Your balance earnings will be paid on every 7th-9th of the following month. Example: For Deliveries done between 1st to 31st of January, the earnings will be paid between 7-9th of February. If you have requested for instant payout during the month, this will be deducted from your total earnings before being paid to you on 7th-9th.
Do I need a car to do deliveries?
Where can I download the Job Statement?
You can download it by clicking on the 'Statement' tab. You can also select the option to send the Invoice to your email.
What do I do if the parcel is not successfully delivered?
Please update the status to "undelivered" and input the reason such as "customer request change of date to XXX or customer is not around". You can re-attempt to deliver in 3 working days, and there are no extra charges. All perishables cannot be reattempted and will be left at the door. Please call and WhatsApp receiver to inform item is left at the door.
What if the sender or receiver is not home during the pickup or delivery of the parcel?
Agents are highly encouraged to call or SMS the senders/receivers before pickup and delivery to check if they are at home to avoid making a wasted trip. If the parcel cannot be delivered within the stated time/date because of the receiver, please arrange to make a re-delivery within the next 3 days or you may return it within 2 days with approval from the sender. Do not leave the parcel at the door without consent from the receiver. If you are advised to leave the parcel at the door, please ask for an SMS as proof and also take a photo of where you have left it.
What should I do for Parcels that need to be returned to the sender?
Please update the status to 'Undelivered' and state the reason. After you have returned back to the sender, please update the status to 'Returned'.
I would like to sign up as a delivery agent using public transport, which mode of transport should i select?
We no longer accept Public transport. You need to be using a vehicle such as at least a PMD. You may consider to select the PMD option during the sign-up if you might be using PMD occasionally as a delivery mode.