Who Is This For?
StoreHub merchants who run Beep Delivery and need to set who delivers, how far you deliver, fees, and what customers see when riders are on the way.
Overview
Use this article when you choose StoreHub rider delivery or your own riders, draw your delivery area, set fees, switch an order to your team before a rider is booked, and explain tracking in the Beep app. Malaysia and the Philippines work the same way in BackOffice with different areas and partner names. Singapore does not use StoreHub's rider network on Care, so you use your own delivery there.
For opening hours, pause, and daily availability, read this article.
For first-time Beep setup, read this article.
Before You Begin
You know which country your store is in and whether StoreHub rider delivery is offered there.
Your login can edit delivery zone settings if you will change radius or fees.
You understand that the no rider, rider cancel, and reassignment guidance in this article applies when you use StoreHub Automated Logistics (SHALP). If you use only self-delivery, some steps still apply (for example switch to self-delivery), but rider matching steps do not.
Step-by-Step Guide
Understand the StoreHub Rider Program in Malaysia and the Philippines
Where StoreHub assigns riders for you, the system creates and manages jobs across partner fleets. It uses time, price, order size, halal or non-halal needs, and weather to pick a rider. Riders are checked for quality. Damaged orders and cancelled jobs follow the rules in your market. Jobs can be rebooked when they drop.
Partner names depend on the country.
Country | Delivery Service |
Malaysia |
|
Philippines |
|
Note:
You can still offer customer pick-up wherever you turn it on.
Delivery Coverage, Distance, and Typical Hours
The radius you set in BackOffice is a straight line from your pinned store. Road distance can be longer even when the customer is inside that radius.
Delivery Coverage
Country | Coverage | Radius |
Malaysia
| We currently support delivery within Klang Valley, Penang, and Johor.
The covered Klang Valley areas are:
Note:
| The recommended radius between your Store and the delivery destination is within 8KM.
Delivery distance is unlimited within the delivery radius that you have set.
Example:
|
Philippines
 | Metro Manila (National Capital Region). | It suggests about 5 km between your store and the drop-off. Trips beyond that may sit outside the standard rider program, so you may need your own rider or another courier.
Use the latest Grab and Lalamove coverage files your onboarding team or Support sends you when you plan zones. |
Delivery Distance
Country | Radius | Travel Distance |
Malaysia |  |  |
Philippines |  | Full list of GRAB PH Delivery Coverage.
Lalamove PH Delivery Coverage.
 |
Delivery Hours
Country | Best Delivery Period | Average Delivery Time |
Malaysia | The best delivery period in a day would be from 9AM to 7PM, but you may adjust the timeframe based on your operating hours or delivery service's availability. | The average time for your customers to receive their orders is around an hour. |
Philippines | The best delivery period in a day would be from 8AM to 6PM, you may also adjust the timeframe based on your operating hours or delivery service's availability. | The average time for your customers to receive their orders is around an hour. |
Set Up Self-Delivery in BackOffice
1. In BackOffice, go to 'Online Orders', then open 'Beep Delivery'.
2. Open the 'General' tab. Scroll to 'Delivery Zone', then click 'Edit'.
Note:
You only see the delivery zone after Beep Delivery is on. If it is missing, finish setup in this article.
3. Under StoreHub Automated Logistics Program, choose 'No, I'll manage my own deliveries', then set your delivery rates.
4. Click 'Save'.
Use Self-Delivery on the Register
1. Wait for the StoreHub alert and the Beep icon when a new Beep Delivery order arrives.
2. If you have a printer setup, a receipt and kitchen docket will be automatically printed.
3. Check the order by either clicking on the Beep icon mentioned earlier.
4. On the Order screen, you will be able to change the order status to Picked Up and Delivered accordingly.
Once you select Picked Up, the customer will get a notification that their order has been picked up.
After you select Delivered, no further action is required.
Note:
You can switch only after the order is accepted and before a rider is confirmed. You cannot undo self-delivery or move the same order back to StoreHub riders.
Switch an Accepted Order to Self-Delivery
1. In BackOffice, go to 'Online Orders', then open your order list.
2. Open the delivery order you will deliver yourself.
3. Click 'Switch to Self-Delivery'.
4. Click 'Self-Delivery' to confirm.
The delivery fee that your consumers have paid will be credited to your bank account during payout.
When No Rider Is Found or a Rider Cancels (SHALP)
On-demand orders
1. Monitor the order on the POS under 'Transactions', then 'Online', or in StoreHub Manager under 'Beep Delivery Orders'.
2. If no rider is found for an on-demand order for about thirty minutes, the order may auto-cancel. The customer usually receives an SMS and a full refund. (See here.)
3. If a rider was assigned and then cancels, the order often stays open and does not auto-cancel the same way. Contact StoreHub Support via live chat with the order ID so the team can search for a new rider.
Pre-orders
1. Check the order status about thirty to sixty minutes before the scheduled delivery time.
2. Pre-orders do not follow the same thirty-minute auto-cancel rule as a typical on-demand search in all cases. If there is no rider within about one hour of the delivery slot, contact Support via live chat immediately.
Auto-reassignment (third-party partners)
When a job must be sent again to partners such as Lalamove, PandaGo, or GoGet, Support may need to trigger the search again. After a trigger, a new rider may accept in about twenty to thirty minutes on average. Waits can be longer in peak hours or bad weather because acceptance depends on riders in the area.
Refund timing for customers (Malaysia, after a cancelled Beep Delivery order)
Use this table when you explain how long money may take to return. Exact timing can still depend on the bank or wallet.
Payment method (Malaysia) | Typical duration |
Online banking | Within 7 working days |
E-wallet | Within 24 hours |
Credit or debit card | Within 14 working days |
1. Ask the customer to watch their bank or e-wallet statement.
2. If nothing arrives after the window above, they can use the Help area in the Beep app. You can still open live chat on the merchant side with the order ID.
Set Delivery Radius and Delivery Fee
1. In BackOffice, go to 'Online Orders', then open 'Beep Delivery'.
2. Open the 'General' tab. Under 'Delivery Zone', click 'Edit'.
Note:
The editor appears when Beep Delivery is enabled.
3. Set 'Delivery Type' to 'By Radius'.
4. Under Maximum delivery radius, you may insert the longest radius from your store to the delivery location. The recommended radius is 8km.
Note:
'km' here refers to delivery radius, NOT delivery distance.
5. Add rates for the first block (for example up to 5 km) and any extra per km. Add minimum spend for free delivery if you use it.
6. Pin your Google Maps store point correctly when you use StoreHub partner riders so pickup is accurate. See this article for store profile steps.
Notes:
Delivery Fee Recommendations
When setting delivery fees, it’s important to ensure that the costs are fair to both merchants and customers. We recommend the following fee structure:
Minimum Delivery Fee:
The delivery fee should not be set lower than RM 5.50. Charging less than this amount would mean the merchant is subsidizing the cost for the customer, which could affect profitability.
Standard Delivery Fee (Default):
RM 5.50 as the base fee, plus RM 1 per km for delivery.
In this case, the customer bears the full cost of delivery.
Merchant-Supported Fee:
RM 3.50 as the base fee, plus RM 1 per km for delivery.
In this scenario, the merchant subsidizes RM 2 of the delivery fee to make it more affordable for the customer.
Additional Charges:
If the merchant decides to charge more than RM 5.50 for delivery, the customer will bear 100% of the cost.
By following these recommendations, merchants can ensure they are offering competitive delivery prices while managing costs effectively.
Track StoreHub Rider Deliveries
Customers using the Beep app can see your store pin, the drop-off pin, and a rider pin that updates about every minute when StoreHub riders fulfill the trip.
Note:
Track Order does not apply to pick-up orders or to trips your own riders deliver.
How a Customer Tracks an Order
1. Open the Beep app on their phone.
2. Go to orders, then open order history.
3. Open the order, then tap 'Track Order'.
Troubleshooting
Issue | What to do |
Orders cancel because no rider was found. | Read this article. Check radius and hours. Turn on self-delivery as a backup if it fits your policy. Switch an accepted order to self-delivery before a rider is booked when you need to rescue the trip. |
The customer says Track Order is missing. | Tracking works for trips fulfilled by StoreHub riders in the Beep app. It does not apply to pick-up or to orders your own riders deliver. |
The fee at checkout looks wrong. | Open 'Delivery Zone', check each km band and minimum spend for free delivery, then click 'Save' again. Confirm your pinned store address. |
The customer typed the wrong address after payment. | You cannot edit the address in BackOffice. The customer may speak with the rider about a small change. If that fails, cancel and ask them to order again with the right address. Contact Support if you need help. |
I picked StoreHub riders but I need my staff to deliver one order. | Switch to self-delivery on that order while it is accepted and before a rider is confirmed. You cannot reverse after you confirm. |
No rider for an on-demand order for about thirty minutes. | The order may auto-cancel and refund the customer. To reduce risk, you can switch to self-delivery while the order is accepted and before a rider is confirmed, if that fits your operation. |
A rider cancels after accepting. | Contact StoreHub Support via live chat with the order ID. The team can help search for a new rider. |
The order was picked up but the rider did not complete delivery. | Contact StoreHub Support via live chat with the order ID. Policy may include a customer refund and merchant support for the cost of goods. Confirm the exact rule with Support for your case. |
The customer wants to change the pre-order delivery time after payment. | Time cannot be changed after payment. They can switch to self pick-up if you allow it, or cancel and place a new order. |
The customer chose self pick-up because no rider was found and they paid a delivery fee. | A voucher may be used for the delivery fee part in some cases. Free delivery orders may not get a delivery fee refund. Contact live chat with the order ID and state that the customer moved to self pick-up because of rider issues. |
FAQs
StoreHub Riders and Delivery Performance
1. What is the SLA for job pickup when StoreHub assigns riders?
The rider should arrive at the pickup location within about fifteen minutes after accepting the job.
2. What is the SLA for completing the delivery after the rider collects the order?
Delivery should be completed within about forty-five minutes after collection. For very long distances (about fifteen kilometres or more), an extra buffer of about one hour may apply so the trip can still finish within policy.
3. What happens if items are damaged in transit with StoreHub rider delivery?
The cost of goods damaged in transit is borne by the rider or logistics company.
The rider returns to the pickup location to repurchase the damaged goods, then redelivers the repurchased goods to the customer in good condition.
Claims for damaged goods reimbursement are handled directly with the logistics company when that route applies.
4. What should riders do if the recipient does not respond at the door?
After reaching the delivery address, the rider calls the customer at least two times in a row.
If there is no answer, the rider waits five minutes and calls two more times in a row.
If there is still no answer, the rider sends a message with a photo of the condo or house so the customer knows who the rider is and that they have arrived.
The rider waits another five minutes, then calls two times in a row again. If there is still no answer, one of these paths applies:
Option 1, if the rider can leave goods at a guardhouse, they do so and send the customer a photo as proof of delivery.
Option 2, at a landed property, leave goods on a pillar or gate and send a photo as proof.
Option 3, if neither is possible, the rider leaves and disposes of the goods per policy.
Option 4, keep proper documentation such as screenshots of call logs and messages for auditing.
5. How will the merchant be contacted by automated logistics or riders?
The rider contacts the phone number tied to the pickup address on the store side, rather than relying only on the registered account phone.
On GoGet-related jobs this is especially strict: the pickup-location phone on the job is the one riders are told to use.
Plans, Devices, and Which Stores Can Use Beep
6. Which subscription plans include Beep Delivery in Malaysia?
Malaysia & Philippines: The Base, Advanced, and Pro plans.
Singapore: The Advanced and Pro plans.
7. Which operating systems are supported for Beep Delivery in Malaysia?
Malaysia: iPadOS and Android. Keep devices on a current supported version.
Philippines: Beep Delivery on POS is limited to iPadOS unless Support enables Android for your account. Confirm device choice with Support before you buy.
Singapore: iPadOS and Android. Keep versions up to date.
8. Which StoreHub POS builds support Beep pre-orders?
Malaysia and the Philippines: Minimum versions commonly quoted are Old iOS POS 2.31 and above, New iOS POS 1.0.0 and above, and Android 1.9 and above on selected StoreHub-provided hardware.
Singapore: The same requirement family often lists iPadOS at least 2.31.
Your account may move faster than a static list, so confirm the build Support signs off for you.
9. Can Beep Delivery support multiple outlets?
Yes, but your operating hours and menu must stay the same across every outlet that shares one Beep setup.
10. How do I use my own riders for Beep Delivery in Malaysia or the Philippines instead of StoreHub riders?
You opt out in BackOffice so you manage your own deliveries, using the delivery zone and self-delivery path.
11. How do I offer only self pick-up and no delivery?
In BackOffice, go to 'Online Orders', open 'Beep Delivery', open the 'Store Settings' tab, and select the store. Tick 'Sell this store's inventory on Webstore/Beep Delivery/QR Order and Pay'. Under fulfillment method, tick 'Pick-up' only.
12. Can I use StoreHub's logistics program and my own delivery service at the same time?
Malaysia and the Philippines: No. You choose one logistics mode for the whole account.
Singapore: There is no StoreHub rider program for Beep, so you operate self-delivery only.
13. My weekday and weekend hours differ. What should I set as delivery start and end time?
Pick the earliest start time and the latest end time that cover your real week.
When you open later or close earlier on some days, mark Beep menu items as sold out on the register for the hours you are effectively closed.
Example:
Weekdays 10:00 a.m. to 7:00 p.m. and weekends 12:00 p.m. to 5:00 p.m. means you set delivery start 10:00 a.m. and end 7:00 p.m., then use sold-out controls on days you are not actually serving the full window.
See this article for stock and hour-related controls.
14. Can Store A use my own riders while Store B uses StoreHub riders?
Malaysia and the Philippines: No. One logistics type applies to all stores on the account.
Singapore: StoreHub does not assign riders for Beep. Ask Support how outlet-level delivery works under your contract.
15. I have two outlets in the Philippines. Can I attach one bank account per store?
Banking and payout layout can vary when you run more than one branch. Some merchants manage hours and financial settings per store from BackOffice. Open each store's payout and banking settings there, or ask Support to confirm how your Philippines contract is set up.
16. I have Store A and Store B in Singapore. Can each store use its own bank account?
Yes. You can select which store to attach each bank account to.
Addresses, Hours, Pricing, and Daily Operations
17. My kitchen address differs from my shopfront address on BackOffice. Which address should I use for Beep pick-up?
Riders and customers use the address on BackOffice as the pick-up reference. Put your kitchen address there when that is where bags leave for delivery.
Path: 'Online Orders', 'Beep Delivery', 'Store Settings', pick the store, enable selling that store online as your build requires, then enter the address under Beep settings.
18. How do I stop the Beep ordering site when my shop is closed?
In BackOffice, go to 'Online Orders', open 'Beep Delivery', open the 'General' tab, and toggle off 'Enable Beep delivery'.
19. Can I set a minimum spend for an order?
Yes. Use the delivery zone and fee settings (maximum radius, rate tiers, and minimum spend for free delivery when available). Ask Support if your screen does not show the field you expect.
20. How do I change Beep Delivery operating hours?
In BackOffice, go to 'Online Orders', open 'Beep Delivery', open the 'Store Settings' tab, select the store, scroll to Beep settings, and set 'Beep opening days' and 'Beep opening hours'. Save.
21. Can I charge a different price on the Beep menu than in store?
Yes. Open 'Products', edit the product, and use pricing so 'Pricing Type' reflects in-store price while 'Online Price' carries the Beep menu price. If online price is empty, the in-store price applies on Beep.
22. Do I need an internet connection?
Yes. You need a steady connection for BackOffice, POS, and customer-facing ordering.
23. Can I run promotions on Beep?
Yes. Configure promotions in BackOffice per your guides for campaigns and codes.
24. Can I enable Beep Delivery for only one of two outlets?
Yes. Select only that outlet's inventory to sell online. You take no extra action on the other outlet.
25. Store B has an extra collection my other outlet does not sell. How do I avoid showing those items from Store A?
Create every collection your brand needs, including Store B's extra collection. On Store A's register, mark all items from the collections you do not sell there as out of stock so they do not appear available.
Ordering and Pick-Up
26. Can customers choose a pick-up time?
Yes. They can place a pre-order with a pick-up slot inside your operating hours.
27. My customer chose pick-up but the receipt does not show their details. How do I match the order to the person?
On the register, open the StoreHub POS app, go to 'Transactions', open the 'Online' tab, and use the order number shown on the ticket.
Delivery Areas, Windows, Radius, and Fees
28. When can customers place StoreHub rider deliveries?
Malaysia: On-demand rider orders are commonly quoted about 9:00 a.m. to 9:00 p.m., with a cut-off such as 7:59 p.m. for a 9:00 p.m. to 10:00 p.m. delivery slot. Whatever you promise must match the Beep opening hours you save in BackOffice.
Philippines: Rider delivery for the standard program is commonly quoted about 9:00 a.m. to 6:00 p.m. daily. Match that to your Beep hours.
29. Which areas does Beep rider delivery cover?
Malaysia: Klang Valley, Penang, and Johor.
Philippines: Metro Manila (National Capital Region). Requests beyond about 5 km may fall outside standard program coverage, so you may need your own rider or a third-party courier.
30. Can we deliver beyond an 8 km radius in Malaysia?
You can type a larger radius, but success still depends on rider supply. Trips are more likely to cancel when the address sits outside what the network can reliably cover. Expand radius only when you accept that risk.
31. How does straight-line radius relate to the route riders actually drive in Malaysia?
Radius is a straight line between merchant coordinates and the customer's coordinates. Rain, roadblocks, and traffic change the road path and the time needed even when the straight-line check passes. Route estimates use Google Maps API data.
32. Can merchants track live rider locations from BackOffice like a fleet map?
No. Logistics partners do not give merchants a live map of every rider today.
33. How do I change the delivery fee amount?
Use 'Online Orders', 'Beep Delivery', 'General', 'Delivery Zone', 'Edit', then set 'By Radius', fee bands, and optional minimum spend for free delivery.
Payments, Surcharges, and Order Status Panels
34. What is included in my customer's payment on Beep?
The customer pays for the items ordered plus the delivery fee you configured in BackOffice (and taxes or charges your checkout applies).
35. I charge a flat takeaway surcharge per order. How do I reflect it online?
There is no separate checkout line to add a blanket takeaway surcharge in the standard Beep checkout. Build the surcharge into each product's 'Online Price' in BackOffice so the cart total includes it.
Malaysia: Example flat amount merchants use is about RM 1.50 per order baked into 'Online Price'.
Philippines: Example flat amount merchants use is about PHP 30 per order baked into 'Online Price'.
Singapore: Example flat amount merchants use is about S$ 1.50 per order baked into 'Online Price'.
36. Where do I find Beep transactions on the register and in BackOffice?
On iPad or compatible POS, open 'Transactions', then 'Online'. In BackOffice, open 'Online Orders', then 'Order Management' for the order list.
37. What do the order statuses mean for StoreHub rider orders, merchant delivery, and pick-up?
For StoreHub's logistics program:
For merchant's delivery service:
For pick-up by customer:
38. When do I receive gift voucher payouts in Malaysia, and what if the voucher is never redeemed?
Voucher-related payouts move with order payments on Tuesdays in the Malaysia payout pattern. If the customer paid for the voucher, you still receive payout even when the voucher is never redeemed. Voucher purchases generally cannot be cancelled or refunded once sold.
39. When a Beep order is cancelled in Malaysia, when does the customer get money back?
Typical ranges are:
credit card about seven to fourteen working days,
FPX about five to seven working days,
e-wallets often the same day the payment was made.
Exact timing can depend on the bank or wallet.
Cancellations, Refunds, and Problem Orders
40. How do I cancel an order from the merchant side?
You cannot cancel a Beep order yourself from BackOffice today. Contact StoreHub Support as soon as you know you cannot fulfill.
41. My customer ordered the wrong item. Can I refund?
Refunds are not allowed once the product is sold under the standard policy. You may offer an exchange without a payment refund.
42. The order arrived incomplete. Who refunds the missing items?
Take for example your customer who orders 5 items but receives only 4 items.
Merchant is required to issue a manual refund on their end if necessary; StoreHub will make a full payout to merchant for completed orders.
43. The customer typed the wrong delivery address after paying. Can I edit it?
You cannot amend the address inside BackOffice. The customer may speak with the rider about a detour when that is realistic; extra charges may apply and refunds may not be allowed for that path. Alternatively, Support may help cancel so the customer can place a new order with the correct address.
Riders, partners, and urgent help
44. Logistics partners in Malaysia (reference)
Delivery partner (Malaysia) | Motorcycle | Car |
Lalamove | Yes | Yes |
GoGet | Yes | Yes |
PandaGo | No | Yes |
45. Damaged order (customer)
Ask the customer to open the Beep app, use Help, and send the order ID plus a clear photo of the damaged items.
46. Urgent active delivery
Contact StoreHub Support via live chat. Have the order ID and a short description (for example rider lost, wrong items picked up, app shows delivered but customer did not receive).
47. Customer does not answer the door
The rider should call, send a message with a photo, and wait. If there is still no response after about ten minutes, the rider may leave goods at a safe place (for example guardhouse or gate) or follow partner policy if no safe place exists.
48. Merchant cancel from POS
You cannot cancel a Beep Delivery order yourself from the POS in the standard flow. Use live chat with the order ID and reason, and tell the customer when you must cancel.
49. Partial refund sent as a voucher by mistake
Once a partial refund is issued to the customer as a voucher, it usually cannot be reversed. Double-check amounts before you ask Support to process a partial refund.
50. Void a Beep Delivery transaction
Beep Delivery orders are not voided from the POS in the standard flow. Use live chat with the order ID and reason for void.
51. Rider cancelled: before pickup vs after pickup
Before pickup: Contact live chat for help to assign a new rider. Have the order ID and a short note (for example rider cancelled before pickup).
After pickup (mid-delivery): Contact live chat with the order ID. Policy may include refund to the customer and support to the merchant for the goods. Confirm the final rule with Support for your order.
Reporting and Payout Timing
52. Do Beep sales appear in my shift or sales report like walk-in?
Beep orders count as online sales. They are not folded into the classic shift report the same way as dine-in walk-in.
53. How do I view sales when I have two outlets?
Open your online order list under Online Store, then Order Management (or Online Orders on your build) and filter by outlet.
54. How does payout scheduling work?
Malaysia: Transactions from Sunday through Monday pay out Wednesday the same week. Transactions from Tuesday through Wednesday pay out Friday the same week. Transactions from Thursday through Saturday pay out Tuesday of the following week. Money goes to the bank account on file.
Philippines: Transactions from Sunday through Saturday pay out the following Wednesday.
Singapore: Transactions from Saturday through Friday pay out the following Thursday.
55. A customer bought a gift voucher by accident. Can they cancel that voucher purchase?
No. Refunds and cancellations are not allowed for gift voucher purchases once the sale is completed for Malaysia accounts under the standard voucher rules.
56. Who do I contact for urgent rider issues or policy questions not answered here?
Use live chat in your StoreHub app or email [email protected]. Include order IDs, timestamps, and photos when relevant.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was this article helpful?
Let us know below or contact support for further assistance.