Who is This For?
StoreHub merchants using Beep Delivery for on-demand and pre-order deliveries.
Overview
This article explains how to manage your Beep Delivery orders when there are issues finding a rider or when a rider cancels a job. Understanding auto-cancellation and refund timelines helps you manage customer expectations when no rider is available.
Before You Begin
Ensure your Beep Delivery settings are active in BackOffice.
Confirm your internet connection is stable to receive order updates.
Note that these steps only apply to merchants using the StoreHub Automated Logistic Programme (SHALP).
Step-by-Step Guide
Managing On-Demand Orders
You should monitor your on-demand orders to see if a rider has been assigned. You can check this in the POS register under the 'Online' tab in 'Transactions', or in the StoreHub Manager App under 'Beep Delivery Orders'.
If a rider is assigned but then cancels the job, the order will not be canceled automatically.
In this case, you must contact the Care Team via Live Chat to manually ask for a new rider.
Note: If a rider is assigned but then cancels, the order will not cancel automatically. You must contact the Care Team to ask for a new rider.
Managing Pre-Orders
For pre-orders, it is best to check the status at least 30 minutes to one hour before the scheduled delivery time.
1. Open the POS register and go to 'Transactions', then tap the 'Online' tab.
2. Check the status of pre-orders at least 30 minutes to one hour before the delivery time.
Note: If no rider is found within one hour of the delivery slot, contact the Care Team via Live Chat immediately.
How does Auto-Reassignment Works
When a Beep Delivery needs a new rider on platforms like Lalamove, PandaGo, or GoGet, a manual trigger is required to restart the search. Here is what you can expect during this process:
The Reassignment Process: Once the request is triggered, our system sends the job back out to the 3rd-party delivery network to find an available rider.
Wait Times: On average, it may take 20 to 30 minutes for a new rider to accept the job. Please note that since acceptance depends on the individual riders available in your area, this can sometimes exceed 30 minutes during peak hours or bad weather.
While we can’t control how quickly a rider hits "accept," we are committed to making sure the request is sent out promptly to minimize any delays for your customers.
How to Switch Orders to Self-Delivery
Important Notes:
Switch to Self-Delivery can be done for all SHALP delivery orders at any given time, as long as the order status is Accepted.
You can only perform this action on delivery orders that have not been confirmed (found rider).
You will not be able to undo the action nor switch back to delivery by StoreHub's Automated Logistics once you have switched to self-delivery.
1. Login to your BackOffice, click on Online Orders, and you will be on the Online Order Management page.
2. Click into the order that you want to switch to self-delivery.
3. Click Switch to Self-Delivery.
4. Click Self-Delivery to confirm the action.
Note: The delivery fee that your customer has paid will be credited to the merchant bank account during PayOut.
How Auto-Cancellation Works
For Beep Delivery order cancellations and delivery fee refunds, refer to Beep Delivery: Fix Common Issues.
If the system cannot find a rider for an on-demand order within 30 minutes, the order will cancel automatically.
The customer will receive an automated SMS explaining that no rider was found.
The customer will receive a full refund automatically.
Here is what the SMS will say:
Example:
Sorry! We can't find a rider for your order now due to the high volume. RM #{amount} has been fully refunded to you.
Note: Pre-orders do not auto-cancel after 30 minutes. You must contact the Care Team via Live Chat if no rider is found for a pre-order.
How does cancelled and refund order work for Beep Delivery
1. Inform the customer that their refund will be processed automatically based on their payment method:
Payment Method (Malaysia) | Duration |
Online Banking | Within 7 working days |
E-Wallet | Within 24 hours. |
Credit/Debit Card | Within 14 working days |
2. Tell the customer to check their bank or e-wallet statement if they haven't received the refund.
3. Advise the customer to contact the Beep Team through the 'Beep App' if the refund has not arrived within the given timeframe.
Troubleshooting
Possible Issue | Solution |
No rider found within 30 minutes for an on-demand order. | The order will auto-cancel. To prevent this, you can switch the order to 'Self-Delivery'. |
A rider cancels the job after accepting it. | Reach out to StoreHub Support via live chat. We will manually search for a new rider. |
The customer wants to change their pre-order delivery time. | Delivery times cannot be changed after payment. The customer can switch to self-pickup or cancel and re-order. |
The order was picked up but the rider failed to deliver it. | StoreHub will refund the customer. StoreHub will also pay the merchant for the cost of the goods. |
Order status is not updating on the POS. | The POS does not always show real-time updates from 3rd-party riders. Contact Care Team via Live Chat to check the status. |
FAQs
1. Which logistics partners do you use?
Delivery Partner in Malaysia | Motorcycle (Bike) | Car |
LalaMove | Yes | Yes |
GoGet | Yes | Yes |
PandaGo | No | Yes |
2. How long does it take a rider to arrive for pickup?
Once a delivery partner accepts the request, you can generally expect a rider to arrive at your storefront within 15 minutes. Please keep in mind that this window may shift slightly depending on the rider’s distance, local traffic conditions, or peak demand hours.
3. What happens if the food is damaged during delivery?
Advise your customer to reach out to our dedicated Beep Support Team through the ‘Help Centre’ located directly in the Beep App.
To help us investigate and provide a solution immediately, please ask them to provide the following details:
1. Order ID: (e.g., 8XXXXXXXXXXXX)
2. A clear photo of the damaged items: This helps us understand what went wrong and improve our service for the future.
Once these details are submitted, our team will look into the matter with the highest priority to ensure the customer is taken care of.
4. How to get urgent help for an active delivery issue?
We understand that delivery issues can be stressful and require quick action to ensure your customer stays happy. If you are experiencing an urgent problem with an active order, please reach out to our Care Team immediately via the Live Chat feature in your POS Register app or BackOffice.
To help our team resolve the situation as quickly as possible, please have the following details ready when you start the chat:
1. The Order ID: (e.g., 8XXXXXXXXXXXX)
2. A Brief Description of the Issue: (For example: ‘Rider is lost’, ‘Wrong items picked up’, or ‘App says delivered but customer hasn't received it’)
Our support heroes are standing by to jump in and help you get that delivery back on track!
5. What if the customer does not answer the door?
The rider will call multiple times and send a message with a photo. If there is still no response after 10 minutes, the rider may leave the goods at a guardhouse or gate, or dispose of them if no safe spot is available.
6. Why was my customer's order automatically cancelled?
If the system cannot find a rider within 30 minutes, the order cancels to avoid long wait times. Your customer will receive an SMS and a full refund.
7. Can the merchant cancel the Beep Delivery Order from the POS register?
No. The merchant must contact the Care Team via Live Chat to cancel the Beep Delivery order, including:
1. The Order ID: (e.g., 8XXXXXXXXXXXX)
2. Reason for Cancellation.
Note: We recommend the merchant to inform the customer in advance about the cancellation.
8. How is the delivery fee refunded if a customer picks up their own order because no rider was found?
If a customer chooses self-pickup due to rider unavailability and paid the Delivery Fee, a refund is issued via voucher. No refund is given if the order had Free Delivery.
Please contact our Care Team via Live Chat with:
1. The Order ID: (e.g., 8XXXXXXXXXXXX)
2. Reason for the inquiry (Please confirm that the customer opted for self-pickup due to rider unavailability.)
9. What if I made a partial refund for the wrong amount?
We understand that mistakes can happen when you're busy! However, please be aware that once a partial refund has been processed and issued to the customer as a voucher, it cannot be canceled, reversed, or corrected. Because these transactions are final, we kindly ask that you double-check all refund amounts and item details before submitting your request to our team.
To provide the best experience for your customers, we recommend contacting them directly as soon as you notice an item is out of stock. Once you've spoken with them, please reach out to our Care Team with the following details to ensure the refund is handled correctly the first time:
1. Order ID: (e.g., 8XXXXXXXXXXXX)
2. Clear Reason for Refund: (Example: ‘Please assist with a refund for 1 x Chicken Chop as we are currently out of stock.’)
10. How to void a Beep Delivery transaction?
We understand that sometimes plans change or mistakes happen! To ensure the security of your transactions and to maintain accurate records for both you and your customers, Beep Delivery orders cannot be voided directly from your POS register.
Instead, our dedicated support team is here to handle this for you. Simply reach out to our Care Team via Live Chat, and we will assist you with the voiding process right away. To help us process your request quickly, please have the following details ready:
1. The Order ID: (e.g., 8XXXXXXXXXXXX)
2. The Reason for the Void: (This helps us document the change correctly.)
11. What happens if a rider cancels an order, and what steps should I take?
We know rider cancellation can be disruptive to your workflow! The process depends on whether the food has already left your store:
Cancellation AFTER Pickup (Mid-Delivery): If a rider cancels while the order is already on its way, don't worry, we’ve got you covered. Please contact our Care Team and StoreHub will process a refund to the merchant via Payout, and the customer will be reimbursed through their original payment method or via a voucher.
Cancellation BEFORE Pickup: If a rider cancels before they’ve collected the food, the order remains in the outlet. Please contact our Care Team immediately via Live Chat, and we will help you reassign a new rider to get that order delivered as soon as possible.
To help us process your request quickly, please have the following details ready:
1. The Order ID: (e.g., 8XXXXXXXXXXXX)
2. A Brief Description of the Issue: (For example: ‘Rider cancel the job’ or ‘Rider got into an accident’)
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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