Toko21 Help Center Policy 1.7
Late Delivery: Causes, Solutions, and Next Steps
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
Late deliveries can occur despite platform safeguards and logistics optimization. This article helps customers understand why a delivery may be delayed, how Toko21 handles such delays, and what steps you can take to seek resolution or compensation when appropriate.

As a one-gate marketplace using third-party couriers (primarily Biteship) and multi-merchant routing, Toko21 must balance speed with accuracy and legality, especially for age-restricted and excise-bound goods.

SECTION 1: WHAT COUNTS AS "LATE DELIVERY"

Toko21 classifies an order as late if:

• The item is not delivered within the promised ETA window shown at checkout, AND
• No valid SLA exception is recorded in the system

The promised ETA varies depending on:

• Delivery method (ASAP vs Scheduled – see Policy 1.4)
• Distance from merchant(s) to buyer
• Traffic, weather, and zone-specific conditions

If your order spans multiple merchants, each fulfillment leg is evaluated separately.

SECTION 2: COMMON CAUSES OF DELAY

2.1 Courier Constraints

• Sudden surge in orders, limited driver availability
• Traffic congestion or weather-related blockages
• GPS misrouting or miscommunication at pickup

2.2 Merchant-Related Delays

• Merchant slow to accept or pack item
• Inventory error or packing SOP violation
• High volume of orders at the store

2.3 Platform or System Issues

• Routing engine delay or temporary downtime
• Misassignment of merchants due to SKU logic
• SLA exception misapplied during fulfillment

SECTION 3: WHAT TO DO IF YOUR ORDER IS LATE

If your order is past the promised ETA:

1. Open the Toko21 app and go to Orders
2. Tap the order in question
3. Check per-item status if it involves multiple deliveries
4. If no update for more than 1 hour past ETA:
• Tap “Help” > “Report Late Delivery”
• Our system will verify courier status and open an SLA review

You may also contact support directly if:

• The driver is unresponsive for over 2 hours
• Merchant never packed the item after confirmation
• You are unable to receive the package due to lateness

SECTION 4: INVESTIGATION & SLA REVIEW PROCESS

Toko21 will:

• Pull GPS and timestamp logs from the courier app
• Review merchant response and handoff time
• Evaluate if any SLA exception codes (e.g., weather, protests) apply
• Audit the case based on policy thresholds (Policy 6.1 and 6.3)

If fault is found on:

• Merchant side → SLA score deduction, potential penalties
• Courier side → Courier partner flagged for retraining or rerouting
• Platform/system side → Issue logged for tech remediation

You will be notified of outcome via email or push notification.

SECTION 5: OUTCOMES & RESOLUTIONS

5.1 Item Still Deliverable (Minor Delay)

• If ETA is missed by under 3 hours but item is en route, delivery will proceed
• You may not be eligible for refund unless delivery fails completely

5.2 Item Stuck or Inactive for Over 4 Hours

• Customer may request cancellation and refund (Policy 3.2, 3.4)
• Platform may override and reroute if merchant error is detected

5.3 Undelivered by End of Day

• For orders placed before 15.00 and not delivered by 21.00:
• Refund may be auto-triggered
• Merchant payout paused pending investigation

SECTION 6: COMPENSATION & LIABILITY

• Refund eligibility follows Policies 3.4 and 3.5
• SLA violations by merchant will not reduce buyer refunds
• If the customer is found unreachable, liability may shift
• Loyalty points or voucher credit may be granted for service recovery on a case-by-case basis (see Policy 5.1–5.5)

FINAL NOTES

• Customers are advised to choose Scheduled Delivery if unsure about receiving during ETA windows (see Policy 1.4)
• Late delivery does not always entitle full refund unless product is undeliverable or perishable
• Always monitor your app notifications and keep contact line open for courier

If you need assistance after a late order, refer to Policy 9.4 (Support) or escalate using Policy 4.1 (Dispute Filing Guide)