REGISTRATIONS

Q. Why am I asked to confirm my email at registration? We send notification of the status of delivery orders to customers as well as delivery companies. To ensure this works all the time, the email used for registration needs to be validated. At registration, a confirmation link is sent to the registered email and after confirmation, the user will be able to set a password and login to the system

Q. I did not get the confirmation email, what do I do? Please check your spam or junk folder for the email and whitelist [email protected] so that our emails don't go into your spam or junk folder. If the mail is not there, please contact [email protected] or call 0700-DELLYMAN and an email confirmation link will be re-sent to you

Q. Can I change my email address: Yes. After a change, you will be required to validate the new email address by activating a confirmation link that will be sent to the new email address. If you do not receive the confirmation email, please follow the steps above

Q. Why do I need to validate my phone number? We send SMS of the status of delivery orders to registered logistics companies. To ensure this works all the time, the phone number used for registration needs to be validated. At registration, an OTP is generated and sent to the registered phone number and once the user enters the OTP, the validation of the phone number is completed and the user can now login to the system

Q. I did not get the OTP? This happens sometimes especially due to issues with DND (Do Not Disturb) with network providers. Please contact [email protected] or call 0700-DELLYMAN for assistance

Q. Can I change my telephone number? Yes. After a change, you will be required to validate the new number using an OTP that will be generated and sent to you on the new number. If you do not receive the OTP, please follow the step above

ORDERS

Q. What is an Open Order? These are orders placed by special customers but which are yet to be accepted by a child logistics company under the dedicated logistics company selected by the special customer. A special customer places an order, selects a dedicated logistics company and pays. The order status will show as Open Order until accepted by a child logistics company set up under the selected dedicated logistics company

Q. What is a Pending Order? A pending order is an order placed by a special customer and which has now been accepted by the child logistics company under the dedicated logistics company selected by the special customer or an order placed by a general customer.

Q. What is an In-transit Order? An In-transit order is an order which has been accepted by a rider of a logistics company. All orders (whether placed by special or general customers) will have an In-transit status once a rider of the logistics company has accepted the order

Q. What is a Delivered Order? A delivered order is an order which has been delivered using the delivery code internally generated by the system. The sender of the package gets a delivery code when the rider picks the item and the delivery code is sent to the receiver of the package. Once the rider arrives and ready to deliver, the receiver of the package provides the delivery code, the rider enters the code in the rider app and if the code is accepted, the order is marked as delivered

Q. What happens when my order is cancelled? If the order is paid, the amount paid will be refunded to the wallet. It can either be used to book a new order or you may withdraw this to your bank account

Q. My order was cancelled and I am not aware?  Orders are initiated for cancellation by the customer or the backend if we are unable to pickup or deliver a package. You will receive an email once the request for cancellation is received. If the cancellation request is in error, you can reply the mail and the cancellation will be reversed and your order restored. Once the cancellation is approved, the Order will be cancelled and any payment made towards the order will be refunded to the wallet

Q. When do I get refunded for cancelled orders? Once a cancellation is done (ie approved), the refund is instant to the wallet

TRANSACTIONS

Q. What is a Settled Transaction? A settled transaction is a delivered order and for which payment has been triggered by Dellyman and settlement has been completed by the payment provider to the logistics company

Q. What is an Unpaid Transaction? An unpaid transaction is a delivered order and for which payment has been triggered by Dellyman but settlement to the logistics company is yet to be completed by the payment provider