Delivery operations FAQ

What do I do if no driver is assigned to my order?

Oddle's team works hard to find drivers for every order, but during high-demand periods there can be a shortage. If a driver hasn't been assigned in time, you can arrange your own delivery using:

• A taxi or freelance driver
• Another delivery platform (GrabExpress, GoGet, Zepto, etc.)

If you fulfil the order via an alternative, you won't be charged a delivery fee by Oddle — and the delivery fee collected from your customer will be disbursed back to you.

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What do I do if the driver arrives before the scheduled pickup time?

Drivers should arrive at the scheduled pickup time. If a driver arrives early and the food isn't ready, ask them to wait — there's no need to hand over the food early.

If the driver is rude about waiting, submit an incident report and let the Oddle team know via your dedicated WhatsApp group chat. They can arrange a replacement driver if needed.

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What do I do if the customer didn't provide a unit number?

Contact the customer to get the unit number and pass it on to the driver. If that's not possible, let the customer know the driver will leave the food at the guardhouse (if applicable).

If the customer is unreachable, you can ask the driver to return the food to your store or dispose of it.

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What do I do if the driver delivers to the wrong address?

Issue a full refund to your customer. Submit an incident report and Oddle will refund you the full order value and delivery fee. See What are the logistics compensation and cancellation policies?.

If you choose to redeliver, a delivery fee applies for the second delivery.

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What do I do if the driver picks up the food but doesn't deliver it?

Issue a full refund to your customer. Submit an incident report and Oddle will refund you the full order value and delivery fee. See What are the logistics compensation and cancellation policies?.

If you choose to redeliver, a delivery fee applies for the second delivery.

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What do I do if items are missing or food arrives damaged?

Issue a partial refund for the affected items. Submit an incident report and Oddle will refund you the value of the missing or damaged items. See What are the logistics compensation and cancellation policies?.

If you redeliver, a delivery fee applies for the second delivery.

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What do I do if the driver is rude?

Submit an incident report so Oddle can relay your feedback to the delivery partner. This helps improve driver behaviour going forward.

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What do I do if more than one driver shows up for the same order?

Do not hand the food to the second driver. Let them know the cancellation fee will be covered by LalaMove or Oddle.

Notify the Oddle team immediately via your dedicated WhatsApp group chat so they can ensure only one delivery fee is charged for the order.