Frequently Asked Questions

Here’s a list of Frequently Asked Questions!

Search a question in the field below!


For Our Customers...

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Please write in to our email address at sales@uparcel.co for such enquiries. Our sales team will get back to you as soon as possible.

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You may go under ‘Manage Delivery’ and click on ‘Print Waybill’. Please print and attached it to your parcel/document.

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You can download it by clicking on ‘Invoice’ tab. There is also other option for you to send the Invoice via email directly.

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Yes, you are able to delete agent from 'My Fleet' list.

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There will be an option for you to select whether you would like to add agent in 'My Fleet' list after you make a review for the agent. You are able to see the list of your 'My Fleet' agents by clicking on the 'Favourite Agents' tab.

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2 Way Round Trip is for customers who wish to have their parcels picked up from Point A and then delivering to Point B. After that to Pickup again from Point B and then delivering back to Point A.

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If the delivery request is not accepted, it means no available agent can deliver the parcel. Please repost at a different time. All unaccepted requests will be deleted at the end of the day.

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You can download it by clicking on the ‘Delivery History’ tab, and then select the date range and click download

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If your delivery request is cancelled, there will be a refund of credits to your E-credits, and you can use this credits to pay for your next delivery request. If you do not wish to be refunded by credits, you may email to us at express@uparcel.co for a refund back to your credit card. Please note that it takes 5-7 working days for refunds back to your credit card.

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If you require a delivery order to be returned, please either book a 2 way trip or you could provide a pre-paid (with paid stamp) envelope for the DO to be snail mailed back to you. We note that our agents are not obliged to make the return trip if you have booked a single/one way trip.

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Senders have to pack their items into a single package appropriately to prevent damage and all parcels have to be sealed up completely. Our delivery agents will pick up the item as it is. If it is fragile such as cannot be dropped or thrown, please label fragile and bubblewrap your item properly. Please label the address and any special instructions such as "Do Not Bend" & "Fragile".

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If the parcel is undelivered, our delivery agents will make another attempt within the next 3 working days.

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Yes. You can add multiple parcels on your delivery request. Each parcel will have its own tracking number.

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All orders will be saved and not deleted as long as your account is active.

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Please write in to our email address at sales@uparcel.co for such enquiries. Our sales team will get back to you as soon as possible.

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We will make a re-delivery at the earliest available date at no additional cost. However, if the parcel still cannot be delivered on the 2nd attempt, it will be returned to the sender with a RM5 return fee.

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The status of the delivery will be updated on the mobile app. Once it has been delivered, you will receive a mobile and email notification and be able to view the delivery details. The delivery details includes the name, signature of the receiver who has signed off and the date/time of delivery.

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You can ship anything*. From a surprise to your loved ones to returning that bad online purchase. *Please refer to our prohibited list of items in the terms and conditions. Dangerous items such as explosives, guns, drugs etc cannot be delivered, you shouldn't be holding on to them too!

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All our delivery assignments are tracked via GPS. In the unfortunate event that the parcel cannot be retrieved, we will compensate you the value of your parcel or RM100 per parcel, whichever lower.

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uParcel’s app is 24/7! You can submit the delivery request anytime through our app. Our customer service is open from 9am - 6pm (Mon - Fri) and our delivery agents deliver on standard hours between 10am – 10pm. You may make bookings on Sundays and public holidays but please note our customer service will be closed and we can attend to you only on the next working day.

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Receipt will be emailed to you once the delivery has been completed.

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Yes, you can cancel the delivery request after submitting it, provided that you have not receive any confirmation from any delivery agents.
If you cancel the delivery request when the delivery agent is about to arrive, there may be a 50% cancellation fee imposed.

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Yes, you will see the tracking number under your delivery request. You can view the status under Manage Deliveries or you can use that tracking number to view the status on our webpage at http://www.uparcel.co. Also, you will receive email notifications along with the tracking number whenever there is a change in the status of your package.

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Long-distance surcharge applies to the distance between pickup and delivery locations that exceed 30km. The maximum distance allowed is 45km.

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E-credits are valid for 12 months from the top-up date. There is no refund of credits upon expiry

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As part of our workplace safety practices, the maximum dimensions and weight of each parcel is <200 cm (H+L+W) & max 25kg. If you have packages bigger than the maximum weight or dimensions, please repack them into 2 smaller parcels and make booking for 2 parcels to the same location. There will be discount for multiple parcels to same location.

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There will be a RM2 withdrawal charge for us to process this withdrawal back to your bank account. E-credits are valid for 12 months from the top-up date. There is no refund of credits upon expiry

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Once a delivery agent has accepted your job, no cancellation is allowed, however, you may contact the delivery agent to inform him of any changes. If you would like to cancel the job AFTER an agent has accepted, you may inform him as soon as possible and tap on 'Cancel' button under 'Manage Delivery'. Please note that last minute cancellation will be charged at 50% of the delivery fees, with a maximum cap of RM10.

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For Same Day, 2 Way Round Trip, and Specific Delivery Timeslot, the pickup timeframe is at least 4 hours. For 3 Hours, the pickup timeframe is at least 3 hours. For 2 Hours Rush, the pickup timeframe is at least 2 hours.

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Refer to the video for a quick and step-by-step guide on our excel bulk upload feature:

Bulk Upload Video Guide

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Yes, you can download our user guides on Quick Links at the bottom of the website.

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Yes, you are able to delete agent from 'My Fleet' list.

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Basic Insurance of RM100 is included in every delivery.

The Additional Insurance amount is calculated at the below percentage:
2 hour Rush - 1.2%
Same day, 3 Hours Express, 2 Way Round Trip - 1.5%
Next Day, Specific Delivery Slot - 2%.

Example: For additional insurance coverage amount of RM1000,
using Same Day, 3 hours, or 2 Way Round Trip, insurance = 1.5% x RM1000 = RM15
You will need to pay RM15 for the additional insurance coverage of RM1000.
(Maximum additional insurance coverage is capped at RM1500.)

Please note that 'My Fleet' cannot be selected if you are purchasing additional insurance.

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Our minimum top-up for E-wallet is RM50. If you have accidentally made an error with a transfer of less than RM50, we will do an exception of topping up the E-wallet for you with the amount requested. However, if you would like to refund back to your bank account instead, we will have a bank charge of RM2 for transferring this amount back to you. Ewallet credits are valid for 12 months from the top-up date. There is no refund of credits upon expiry.

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You can pay by credit card/bank transfer or E-credits. For E-credits, you need to top up your credits by selecting Credit Card payment. If you are a corporate customer, then you can select 'On Credit' and opt to pay by monthly billings. If you do not wish to purchase the minimum of RM50 credits for the E-credits, you may also request to pay by Credit Cards’ for ad-hoc or one time deliveries. There will be a transaction fee of 2% for this payment mode

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Monthly billing option is available for corporate customers only. We will invoice you at the end of the month for all the jobs requested. To apply for Corporate Account, please log into your account and click on 'Corporate Account Request'. Please note that Corporate Account requires a minimum of 10 Deliveries/Month. If the minimum is not met, there will be a RM10 admin fee charge per month. To know more details, please email to express@uparcel.co.

Not what you’re looking for? Write to us or Contact Sales!



For Our Agents...

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Yes, the driver of the van or lorry will need to assist in loading and unloading of the goods.

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You can download it by clicking on ‘Statement’ tab. You can also select the option to send the Invoice to your email.

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This is to ease the inconvenience of delivery agent when searching for the specific job request to update delivery status. This can be done by clicking on the ‘Scan QR’ tab and scan the code on the waybill to update your delivery status.

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Yes, you will be notified via email when customer add or delete you from their ‘My Fleet’ list.

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You can do the quiz from your mobile app, under 'Profile'.

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All delivery agents would have to complete their profile and pass the quiz. After doing so, account approval takes up to 1 week to verify your background information with the authorities. If you are facing issues on uploading your profile, you would need to enable uparcel app permission to access your camera. Please go to general->settings-> permission. In the permission tab, you have to click on Camera, Storage and Your Location options to allow the permissions to the app. Then completely CLOSE the app and login again.

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This is likely due to your phone settings did not allow permission for the UParcel app to access your camera and photos. Please go to general->settings-> permission. In the permission tab, you have to click on Camera, Storage and Your Location options to allow the permissions to the app. Then restart your phone and login again.

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For the lost of packages, the compensation will be borne by the agents as agents are responsible for the delivery of the parcels. You will need to inform us and the customer and we will get the cost of the item from the customer.

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Please do not make changes to the delivery timing with the customer, it will cause inconvenience to the customer. If you cannot do the job within the timing, please do not accept the delivery request.

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Uparcel will deduct off 20% commission and pay out the 80% delivery fees to you by GIRO according to your bank details stated in your profile.

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The jobs will disappear once they are accepted by other agents. On average the 90% of delivery requests are accepted within 10mins of posting. You will receive notifications when you are within distance from the pick up.

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Manpower required means the Van/Lorry driver needs to bring extra helper to assist in the loading and unloading. The number of manpower required would means the number of helpers requires, not including the driver.

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No. Only the authorised staff of uParcel will have access to your information. The sender of the parcels only has your contact number and picture.

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Please update the status to “undelivered” and input reason such as “customer request change of date to XXX or customer is not around”

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Customer is now able to add you as their trusted agent in their ‘My Fleet’ list and they can select you or the list of agents in their ‘My Fleet’ to do their delivery. In this case, only the selected ‘My Fleet’ agents will be notified of the job requests by customer. After 10 minutes of wait, should there is no acceptance from ‘My Fleet’ agents then customer will proceed to cancel the job request and make a repost to all agents available in uParcel network instead.

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Nope. You can use any mode of transport.

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The 3 hours start from the time the job is accepted. For example if the job is accepted at 1pm, it has to be delivered by 4pm.

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Agents are advised to make a call to check if someone is around to receive. If there is no receiver when parcel is delivered, you will make a redelivery at the earliest available date no additional cost. However, if the parcel still cannot be delivered on the 2nd attempt, it will be returned to the sender with a RM8 return fee. Please contact sender and UParcel Admin to inform of failed delivery before returning parcel.

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The agent gets to earn 80% of the delivery fees. 20% of the delivery fees goes to uParcel to maintain the platform, transaction and run advertisements to get more customers to use uParcel, which means more jobs for our agents.

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Yes. The GPS tracking can be turned off. GPS tracking is also automatically turned off when you logged out. However you will need to turn on your GPS tracking before you can accept a job and when you are delivering a parcel.

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No. Once the assignment is accepted it cannot be cancelled unless of last minute changes. If you need to cancel, please tap on the cancel button and input the reason. Please note that multiple cancellation will lead to suspension of account..

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Yes, you can download our user guides on Quick Links at the bottom of the website.

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Once you have completed more than 20 deliveries and have a rating of 4 and above, you will be able to accept unlimited number of deliveries.

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Agents are highly encouraged to call or SMS the senders/receivers before pickup and delivery to check if they are at home to avoid making a wasted trip. If the parcel cannot be delivered within the stated time/date because of receiver, please arrange to make redelivery within the next 3 days. Do not leave the parcel at the door without consent from the receiver. If you are advised to leave the parcel at the door, please ask for an SMS as proof and also take a photo of where you have left it.

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uParcel is built on a trusted community of delivery agents. There are no strangers among us. We need to verify the agents to prove their identities and protect our users.

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It includes ALL charges such as tolls, Parking, miscellaneous, etc.

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GPS tracking allows users to know the location of the parcels. It also acts as proof that a parcel has been delivered as a status update will automatically tag the drop off location. Agents can turn off their GPS tracking when not delivering parcels. Go to uParcel app > settings > GPS Tracking

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If you are a sub-contractor and are interested in delivering regular deliveries. Please sign up for an agent account and email us your interest. We will inform you once we have a suitable job for you.

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This is likely due to your phone settings did not allow permission for the UParcel app to access your camera and photos. Please go to general->settings-> permission. In the permission tab, you have to click on Camera, Storage and Your Location options to allow the permissions to the app. Then restart your phone and login again.

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Jobs completed between 1st-15th will be processed between the 22-24th and jobs delivered between 16th-31st will be processed between the 7-9th of the following month. Payment will be via GIRO bank transfer to the bank account provided. Depending on your bank, it takes 1-3 days for amount to be reflected in your account. Please note that the status of the job has to be ‘Delivered’ before the delivery fees can be paid. uParcel charges 20% commission, and agents will be paid 80% of the delivery fees.