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
For large orders that require car delivery with driver assistance for pickup or drop-off, an additional door-to-door service fee applies.
Logistics assistant service hours
The Oddle logistics team is available Monday to Sunday, 10:00–19:30. Contact them via Line customer service 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.
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)
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).
Delivery matching process
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 so the team can investigate and collect evidence from the logistics provider.
To submit formally:
Log in to Merchant Admin at panel.oddle.me.
Go to Order Information and find the relevant order.
Select Request Delivery.
Select Logistics Status Report.
Fill in the form and submit.
Complaints must be submitted within 3 business days of the delivery date. Late submissions will not be accepted.
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
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 at least 30 minutes before the scheduled pickup time. Select Logistics Report from the Line menu and provide your merchant name and order number.
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.
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