Welcome to Oddle's upgraded logistics service, launched on April 1, 2021. This service aims to help you reduce food loss and labor costs caused by logistics issues. We value your feedback and user experience, and therefore have optimized the logistics status reporting process. Please refer to the instructions and terms below for detailed explanations.
For frequently asked logistics questions, please refer to this help center article or contact our Line customer service. We will respond to your inquiries as soon as possible.
---------------------------------------------------------------------------------------This article will cover:
1. Logistics service fees
2. Assistant service hours
3. Delivery vehicle recommendations
4. Logistics matching process
5. Logistics status reporting
- 5.1. What are the possible situations?
- 5.2. How to file a complaint?
- 5.3. How to make the complaint process smoother?
6. Subsidy policy
7. Order cancellation policy
8. Frequently Asked Questions about logistics
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1. Logistics Service Details
Oddle Taiwan provides logistics matching services for growing service providers. Your delivery orders will be delivered by our professional logistics partners. Since their drivers operate on a freelance basis, individual assignments cannot be accepted. Pricing will vary depending on the type of vehicle and distance. Detailed shipping costs for each delivery order will be listed in your statement of account. Please refer to the price list below (shipping costs may be adjusted according to the logistics platform or actual circumstances).
⚠️ Reminder: For large orders that require car delivery and driver assistance with pick-up or drop-off services, please note that a separate service fee will be charged for four-wheeled orders!
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2. Logistics Assistant Service Hours
If you encounter any of the following situations with your delivery order, you can report the issues to the Logistics Assistant through Oddle Taiwan's Line customer service. The Oddle logistics team will provide immediate assistance during service hours (Monday to Sunday, 10:00 AM to 7:30 PM).
Cancellation of matchmaking/driver arrangement
Change of delivery time/location
The driver's poor attitude
The driver's last-minute notification that they cannot assist with the delivery
Other urgent logistics situations
Please click on "Logistics Report" at the bottom of the Line menu, provide the Logistics Assistant with your "Merchant Name" and "Order Number," and explain the situation you encountered. The team will assist as soon as possible.
To apply for a subsidy in the following situations, please provide relevant details through the "Logistics Complaint Form" in the web-based backend. This will allow our team to submit a formal complaint to the logistics provider on behalf of the store. Please refer to point 5, "Logistics Status Report," for the application process:
Driver late
Meal spilled or missing
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3. Recommended Delivery Vehicles
Delivery vehicle configuration will be based on the following factors:
Meal size and weight
Delivery distance
Number of drivers
The recommended vehicle selection based on meal size and weight is as follows:
Motorcycle: 40 × 40 × 40 cm and/or 20 kg
Motorcycle - Extra Large: 50 × 50 × 50 cm and/or 30 kg
Car: 100 × 100 × 100 cm and/or 200 kg (single item weight < 20 kg)
Vehicle: 150 × 100 × 100 cm and/or 300 kg (single item weight < 20 kg)
⚠️ Reminder: The load capacity and size restrictions for goods will be based on the vehicle type restrictions announced by the matching logistics provider. It is recommended to conservatively estimate the loading capacity and not use the maximum size as the basis for packing. If you need to adjust the order amount for automatically matching four-wheeled vehicles, such as large orders exceeding NT$5,000 for matching cars, please contact your account manager.
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4. Logistics Matching Process
After a delivery order is placed, you can manage your delivery requests on your tablet. For detailed instructions, please refer to [iPad] Managing Delivery Requests and [Android] Managing Delivery Requests. The logistics matching process is shown in the image below:
Suggested delivery time from order placement to completion: 1 hour
Scheduled pickup time: 30 minutes before the customer's designated delivery time slot. The actual pickup time depends on the driver's current location and order acceptance time. If there are many nearby orders and adjustments are needed, please contact your account manager.
Earliest pickup time: 10:00 AM
Last pickup time: 10:00 PM. A surcharge of 1.2 times will apply for deliveries after 10:00 PM.
⚠️ Reminder: Logistics Assistant service hours are Monday to Sunday, 10:00 AM to 7:30 PM.
Delivery time: The system's default delivery time is 30 minutes. If you need to adjust the pickup time based on the delivery distance, please contact Line customer service during the Logistics Assistant service hours (Monday to Sunday, 10:00 AM to 7:30 PM) to inform the Logistics Assistant.
Logistics Matching Request: Service is limited to orders placed through the Oddle platform.
Matching Explanation: The Oddle logistics team strives to match drivers before the scheduled pickup time. However, matching may take time due to factors such as weather, order distance, ease of arrival/parking at the designated location, and actual road conditions (traffic/peak hours/holiday events). If a driver has not been matched for your order before the scheduled pickup time, the restaurant can arrange delivery independently. Please also inform the logistics assistant through Line customer service to avoid duplicate vehicle dispatches.
⚠️ Reminder: If you need to modify the pickup/delivery time, location, or other information for your delivery order, please contact Line customer service 30 minutes before the driver's scheduled pickup time to inform the logistics assistant for assistance, as modifying orders requires sufficient processing time. Thank you for your help and cooperation.
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5. Logistics Status Reporting
The Oddle logistics team is committed to providing excellent delivery driver matching services and strives to help you reduce and alleviate the inconvenience and trouble caused by unexpected logistics situations. If you encounter any unexpected logistics situations requiring assistance, please use Oddle's official channels to file a logistics complaint to receive a solution as quickly as possible. Please refer to the following instructions for the relevant process:
- 5.1. What situations are possible?
If your delivery order, which was matched through the Oddle backend, experiences poor service during delivery, such as delayed delivery or compromised food quality, you can file a complaint through official channels.
However, Oddle's responsibility for delivery services is limited to reasonable delivery conditions. Restaurants are responsible for providing drivers with properly packaged and correctly sealed meals. For example, beverages must be served in cup holders and securely sealed; plastic or fragile paper containers must be separated with cardboard inserts; and large quantities of containers must be placed in cardboard boxes to prevent spillage.
- 5.2. How to File a Complaint?
A complaint requires the following information:
Order number
Reason for complaint
Photo evidence, or other relevant screenshots or data to support the reason for the complaint.
If you cannot provide photo evidence for the reason for your complaint, such as (including but not limited to) the driver forgetting the meal, delivering the meal to the wrong location, or failing to deliver the meal to the customer after pickup, please be sure to file a 【Logistics Complaint】 (Line ID: @oddletw) immediately upon the incident. This will allow our logistics assistant to immediately investigate and assist in collecting evidence from the cooperating logistics provider and driver, and simultaneously submit a formal complaint to the cooperating logistics provider on your behalf.
⚠️ Reminder: Logistics status complaints are only accepted within 3 business days of order completion via the official complaint channel in the Oddle web interface. Late complaints will not be accepted. If eligible for relevant subsidies (see point 6), the refund will be credited to your next statement after processing.
Step 1: Log in to the【 web interface.】
Step 2: Click on【Order Information】and select the order for which you need to report logistics status.
Step 3: Select 【Request Delivery】
Step 4: Select 【Logistics Status Report】
Step 5: Fill out the form according to the type and submit it.
- 5.3. How to make the complaint process smoother?
For all logistics-related issues or complaints, merchants are required to report to the logistics assistant (Line ID: @oddletw) immediately after the incident occurs to assist in evidence collection and provide relevant assistance. Please complete the 【Logistics Complaint Form】 within 3 business days of the delivery date. If there are difficulties in collecting evidence, the Oddle logistics assistant will do its best to help the merchant understand the actual situation from the delivery provider (e.g., Lalamove).
However, if the merchant only contacts the customer the day after the order, and multiple verifications with the manufacturer or driver are required, the time frame may become too long to trace the original case details, thus affecting the merchant's right to receive subsidies. If the consumer only informs the merchant of a logistics-related complaint the next day, the merchant can request photos or other relevant evidence from the consumer to facilitate a smooth logistics complaint process.
Providing more detailed and clear information about the incident and related supporting materials, such as photos of damaged food or surveillance footage, will help reduce the time and communication costs spent during the investigation!
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6. Subsidy Policy
This subsidy policy only applies to Oddle Lite merchants (Growth Plan). Please submit a 【Logistics Complaint Form】with supporting evidence, such as photos of damage or CCTV footage, within 3 business days of the delivery date, and provide a detailed description of the incident. Late submissions will not be accepted. The Oddle logistics team will work with partner logistics providers and drivers to investigate the incident based on the information provided by the merchant. If the damage or lateness is determined to be due to a driver-related issue, Oddle will file a formal complaint with the partner logistics provider on behalf of the merchant and provide a reasonable subsidy plan.
⚠️ Please note: Oddle and its logistics partners will not be liable for compensation in the following situations:
The customer's signature upon receipt indicates proper delivery.
The logistics complaint form submitted by the merchant does not contain sufficient detailed information for investigation.
And/or photos of the damaged food are not provided as instructed by Oddle.
This subsidy policy is not equivalent to a subsidy provided by the merchant to the customer. Merchants are advised to first handle customer requests according to the in-store telephone order processing method. The Oddle subsidy program will apply the corresponding subsidy amount based on the following event types:
Event types | Required supporting evidence | subsidy scheme |
Food spoilage | 1. Order Information | The subsidy can range from 30% to 100% of the price of spoiled food. |
Omitted items | 1. Order Information | Subsidize 100% of the price of any missed meals. |
The driver delivered the food to the wrong location. | 1. Order Information | Subsidize 100% of the price of the wrong meal and delivery fee. |
The driver picked up the food but did not deliver it to the customer. | 1. Order Information | Subsidize 100% of the price of undelivered meals and delivery fees. |
Late (less than 10 minutes) | Order Information | No subsidies |
Late (11-20 minutes) | 1. Order Information | Subsidize 10% to 20% of the order, excluding shipping costs. |
Late (21-30 minutes) | 1. Order Information | Subsidize 30% of the order, excluding shipping costs. |
Late (31-60 minutes) | 1. Order Information | Subsidize 50% of the order, excluding shipping costs. |
Late (more than 60 minutes) | 1. Order Information | Subsidize 100% of the order, excluding shipping costs. |
⚠️ Please note: Late delivery time will be calculated from the delivery time range selected by the customer when placing the order. For example, if the delivery order is specified to be completed between 12:00 and 12:30, but the driver actually completes the delivery at 13:00, this situation will be classified as a late (21-30 minutes) subsidy.
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7. Order Cancellation Policy
To cancel your delivery order's logistics matching service, please contact Line customer service 30 minutes before the driver's scheduled pickup time. Please select "Logistics Report" at the bottom of the LINE menu and provide your "Merchant Name" and "Order Number," explaining that you wish to cancel the logistics matching service to avoid any additional charges or disputes, such as empty vehicle fees.
Our Logistics Assistant service is available Monday through Sunday from 10:00 AM to 7:30 PM. If you need to cancel your order outside of these hours, please contact the driver already matched with you on your tablet to avoid picking up your food. Please also leave a message for the Logistics Assistant with our Line customer service. We will process your message as soon as possible on the next business day. Thank you for your help and cooperation.