# How does logistics work in Taiwan? Oddle Taiwan provides a logistics matching service for your delivery orders. Professional logistics partners handle delivery, with drivers operating on a freelance basis — individual driver assignments are not available. Pricing varies by vehicle type and distance. Full delivery costs for each order are itemised in your statement of account. *** ## Delivery fees ![Taiwan logistics pricing](/files/hrEHIE8GN0h1QBpE23TI) {% hint style="info" %} For large orders that require car delivery with driver assistance for pickup or drop-off, an additional door-to-door service fee applies. {% endhint %} *** ## Logistics assistant service hours The Oddle logistics team is available **Monday to Sunday, 10:00–19:30**. Contact them via [Line customer service](https://line.me/R/ti/p/@oddletw?from=page\&searchId=oddletw) for the following issues: * Cancellation of driver matching * Change of delivery time or location * Driver with a poor attitude * Driver last-minute cancellation * Any other urgent delivery situation To reach the team, select **Logistics Report** from the Line menu and provide your merchant name and order number. For subsidy applications (late delivery or spilled/missing food), use the **Logistics Complaint Form** in Merchant Admin — see the reporting process below. *** ## Vehicle recommendations Vehicle allocation is based on meal size, weight, delivery distance, and driver availability. | Vehicle | Max dimensions (L × W × H) | Max weight | | ------------------------ | -------------------------- | ---------------------------- | | Motorcycle | 40 × 40 × 40 cm | 20 kg | | Motorcycle (Extra Large) | 50 × 50 × 50 cm | 30 kg | | Car | 100 × 100 × 100 cm | 200 kg (single item < 20 kg) | | Van | 150 × 100 × 100 cm | 300 kg (single item < 20 kg) | {% hint style="warning" %} Do not pack to the maximum dimensions — conservatively estimate your load. Contact your account manager to adjust the basket amount threshold for automatic car matching (e.g. orders above NT$5,000). {% endhint %} *** ## Delivery matching process ![Logistics matching process](/files/Dl0ePWx1ANpUcuat7rvh) * **Suggested time from order to completion:** 1 hour * **Scheduled pickup time:** 30 minutes before the customer's selected delivery time slot * **Earliest pickup:** 10:00 AM * **Last pickup:** 10:00 PM — a 1.2x surcharge applies for deliveries after 10:00 PM * **Default delivery time:** 30 minutes from pickup If you need to modify pickup/delivery time, location, or other details, contact the logistics team via Line at least 30 minutes before the scheduled pickup time. If a driver has not been matched by the scheduled pickup time, you can arrange delivery independently — contact the logistics team on Line to avoid duplicate dispatch. *** ## Reporting a logistics issue You can report delivery issues to receive a subsidy if the driver was responsible. ### What qualifies If your order experiences poor service during delivery — such as late arrival, spilled or missing food — you can file a complaint. Note that Oddle's responsibility covers delivery conditions only. You are responsible for ensuring food is correctly packaged and handed to the driver (e.g. beverages in sealed cup holders, fragile items separated with cardboard, large quantities boxed to prevent spillage). ### How to file a complaint You'll need: * Order number * Reason for complaint * Photos or other supporting evidence For incidents where photos aren't available (e.g. driver forgot the meal, wrong delivery location, or failed delivery), file a complaint immediately via [Line customer service](https://line.me/R/ti/p/@oddletw?from=page\&searchId=oddletw) so the team can investigate and collect evidence from the logistics provider. **To submit formally:** 1. Log in to Merchant Admin at [panel.oddle.me](https://panel.oddle.me). 2. Go to **Order Information** and find the relevant order. 3. Select **Request Delivery**. 4. Select **Logistics Status Report**. 5. Fill in the form and submit. ![Step 1 of complaint form](/files/rXcBS0cUyuiqKWxif7FN) ![Step 2 of complaint form](/files/SlqxmaWKpGlhZBxdlUhW) {% hint style="warning" %} Complaints must be submitted within 3 business days of the delivery date. Late submissions will not be accepted. {% endhint %} ### Tips for a smoother process Report immediately when an incident occurs — don't wait until the next day. If a customer only notifies you after the fact, ask them for photos or other evidence to support the complaint. Detailed, timely reports lead to faster resolutions. *** ## Subsidy policy This policy applies to Oddle Lite merchants on the Growth Plan. Submit a Logistics Complaint Form with supporting evidence within 3 business days of delivery. The Oddle logistics team will investigate with the partner logistics provider. If the incident is driver-related, Oddle will file a formal complaint on your behalf and provide a subsidy. ### Subsidy will not apply if: * The customer's signature confirms proper delivery * The complaint form lacks sufficient detail for investigation * No photos of damaged food are provided as instructed ### Subsidy amounts | Incident type | Evidence required | Subsidy | | ------------------------------------ | ------------------------------------------ | ------------------------------------- | | Food spoilage | Order info, photos, value of damaged items | 30%–100% of spoiled food value | | Missing items | Order info, value of omitted items | 100% of missing item value | | Delivered to wrong address | Order info, description | 100% of order value + delivery fee | | Driver picked up but did not deliver | Order info, description | 100% of order value + delivery fee | | Late (under 10 minutes) | Order info | No subsidy | | Late (11–20 minutes) | Order info, time of receipt | 10%–20% of order (excl. delivery fee) | | Late (21–30 minutes) | Order info, time of receipt | 30% of order (excl. delivery fee) | | Late (31–60 minutes) | Order info, time of receipt | 50% of order (excl. delivery fee) | | Late (over 60 minutes) | Order info, time of receipt | 100% of order (excl. delivery fee) | Late delivery is calculated from the end of the customer's selected delivery window. For example, if the window is 12:00–12:30 and the driver delivers at 13:00, this qualifies as "Late: 21–30 minutes." Subsidies are credited to your next statement after processing. This is separate from any refund or service recovery you provide to your customers. *** ## Cancellation policy To cancel a logistics match, contact [Line customer service](https://line.me/R/ti/p/@oddletw?from=page\&searchId=oddletw) at least **30 minutes before the scheduled pickup time**. Select **Logistics Report** from the Line menu and provide your merchant name and order number. ![Line menu](/files/RClukXyRbDZvXsiP6MRP) If you need to cancel outside service hours (Mon–Sun, 10:00–19:30), contact the matched driver directly via your tablet to prevent pickup, and leave a message for the logistics team on Line. The team will process it on the next business day. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://www.oddle.me/docs/help-center/logistics/how-does-logistics-work-in-taiwan.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.