Pick Up

FAQ > Operation

 

During pickup, I need to get courier to sign every sender copy, is there a faster way?    

 

You can use: Carrier Manifest to compile all the parcels that are ready to be collected and get the courier signed in just one document. Important: it can avoid missing parcels. (Example: seller claims parcel picked up but courier says courier did not pick up the parcel.)

 

if you are using carrier manifest, please ensure all the info of the parcel tallies

 

Can I employ my own 3rd party logistics?    

 

Standard Seller are only allowed to utilised courier partner assigned by Zalora

 

Any orders shipped out using non-zalora awb will not be acknowledged by Zalora. Therefore, the product may be cancelled although it has been shipped out. In cases like these, losses will be borne by Seller.

 

You can only employ own 3PL if you are on Fulfilled by Seller (FBS) module

 

What is ZALORA pick up procedure?    

 

Pick up time is from 9am to 6pm.

 

If there is no pick up by 3PL after 1 day after pressing ready to ship, please contact Seller support to escalate.

 

I missed the pick up time or I'm unavailable during pickup time. What should I do?

 

Please ensure that packages will be picked up the next business day to avoid dispatch delays and cancellation. Our courier will attempt to pick up 3 times and if they failed, cancellation will apply. 

 

Can I reach out to 3PL to arrange for pick up    

 

Please reach out to Seller Help Desk for further action

 

When will the logistic provider arrive to pick up my parcel?    

 

Expect your logistics provider to arrive the next business day after you have changed your order status from Pending to Ready to Ship.

 

What are the pick-up windows for the logistics provider?    

 

Pick-up windows will be from Mondays – Saturdays, 9am to 6pm. There will be no pick-ups done on Sundays and official holidays.

 

Also, kindly note that schedules and routes of pickups are planned by our logistics partners and hence, we will not be able to advise on the timeframe of pickups. Saturday pick-ups are highly encouraged, however please use the Contact Form if you are unable to accommodate with certain timings.

 

It has been more than 1 working day and the logistics provider has not arrived, what should I do?    

 

Please check order status in the Seller Center. 

 

If order is still in Pending, kindly click ""Ready for Pick up"". Logistics provider will arrive within the next business day.

 

If order is in Ready for Pick up, please raise a ticket via Contact Form and choose Operations > Order Processing – Pick-ups, so we could reach out to the courier.

 

I’m not available when the logistics provider arrives to pick up my parcel, will the order be cancelled?    

 

No. However, kindly note that we only allow 3 pick-up attempts before the system cancels the orders. It is strongly advisable to make yourself available on the 2nd pick-up attempt

 

I processed my order within 1 business day but it was picked up late by the logistic provider, will I be penalized for it?    

 

No. You will not be penalized as long as you pack and set your order status to Ready to Ship within the SLA. Late pick-ups by the logistics provider will not affect your performance.

 

My item has been picked up by the logistics provider, why is the status of my order still Ready To Ship?    

 

Once your order has been received in our logistics hub and confirmed that it has been sent out to the customer, the logistic provider will be responsible for changing the status of the order from Ready to Ship to Shipped. However, there are cases when packages are catered by a different Logistics provider. Shipped status will only trigger once it has been handed over to the second courier and out for dispatch.

 

Can I set a pick up time for 3PL?

 

After setting an order to ready-to-ship, 3PL will receive pick up booking through the system. They will then pick up the parcels the next day between 9 am and 6 pm. 

 

My order was cancelled after I have shipped my items, what happens to my items?    

 

Please check your order status before you ship out. If order is already cancelled, it will no longer reflect in the courier's list for pick up. Thus, pick up won't be successful. But if your order is cancelled after it has been picked up, please expect the return of the item within 5-8 business days after it has been tagged as "Returned" in Seller Center.

 

What is the estimated time for the order status to update from Ready-to-Ship to Shipped?    

 

Ideally, it should be auto updated upon scanning by 3PL (unless delivery is catered by a different Logistics provider). However if there is a system delay, you may send a ticker via Seller Support to escalate

 

I noticed 3PL did not scan the parcel during the pick up / parcel has been picked up, however tracking number is not traceable in the e-tracker.

 

Please ensure that 3PL scan the parcel upon pick up before leaving your location.

 

If there is still delay in system update, please inform Seller Support by providing the carrier manifest as proof of shipment, and Zalora will open an investigation for this. 

 

I received a call from the courier informing the customer is unreachable for delivery.    

 

Please inform Courier to reach out to the Zalora team for further action.

 

I received a call from customer checking on order status.    

 

Please inform customers to contact Zalora Customer Service for further assistance.