(i) Understand from driver or staff why he is refusing to scan/has failed a pickup for a parcel - here are possible reasons why:
Poor Packaging
Our 3PL partners have the right to reject parcel pickups if the packaging is not fit for transportation. This is done to avoid damages to products and other packages during the transportation journey. For our packaging guidelines, refer to thislink
Parcel exceeds size/weight limitations?
Our 3PLs will only collect parcels for standard service that is 30KG or below and within 150cm dimension on any side. You will need to split into multiple parcels if the order weight exceeds 30KG. Visit this link if you would like to find out how
Incorrect AWB practice
AWB needs to be within A6-A5 size and should be pasted on the flat surface of the parcel. Every parcel should have a unique tracking number and waybill. For more information, please refer to this link.
Breached cancellation
If the parcel has not been handed over to our 3PL partner within 3 working days, Lazada will initiate platform breach cancellations in order to not affect the customer’s lead time promise and experience. In that circumstance, kindly do not hand over the parcel to 3PL partner to reduce the risk of lost parcels.
Parcel is not set to RTS(Ready to Ship) status
Ensure all your parcels are set to "Ready to Ship" status before handing them over to 3PL partners.
ii) It is important to align the on the count of parcels prior to the scan. As drivers scan, do not handover newly packed parcels as drivers run on strict schedules and we should not hold them back.
iii) If there are no issues with the parcels or labels, there should be no reason why the driver refuses to scan. Kindly emphasize to drivers that they should scan.
iv) If they fail to listen to you or are suggesting any different processes, kindly feedback to us via this link. Please do NOT handover the parcels if the driver refuses to scan. Doing so is at your own risk as this results in lost/missing parcels.
Ask the driver tore-count and check where the discrepancy is. If still not resolved, request driver to re-scan. Do not sign the app if the numbers do not tally.
The service level agreement with 3PL is to pickup parcels within the next day from RTS date.
If the scanner does not work, our 3PL partners will flag it to us to make SOT adjustments and ensure your parcels are not cancelled. They will ensure there is a rescue pickup made to scan and collect the parcels from you.
We are constantly working on improving the logistics experience for you. Your feedback will be valuable to us and we will look into it to improve the processes and service with our 3PL partners.
(Published on 26 February 2020)
(Updated on 02 November 2020)
Reference Links
How do I enable Collection Point on my SKU?
NinjaVan Drop off Points
NinjaVan Pickup Schedule Dashboard
Shipping Fee Rate Card