This compensation policy applies only to Oddle Lite merchants. For merchants on the old subscription plan, please refer to the terms stated in your contract.
Incident reports must be submitted within 3 calendar days from the delivery date with order details, photos (where required) and description of the incident.
Reports that are made after 3 calendar days will not be processed.
Oddle and its partners will investigate the incident to ascertain the causes and sequence of events. In the event that the engaged driver is responsible for the late delivery, Oddle will work out a suitable compensation for Merchants.
Oddle and its partners will not be liable for the claimed damage if:
The customer has signed on proper delivery,
The report does not come with detailed description and/or picture of the damaged items.
Compensation policy offered by Oddle to Merchants is independent from Merchants’ compensation policy or service recovery practices to their own customers.
Compensation is offered after investigation based on the compensation type as follow:
*For late delivery, the compensation that applies will be calculated from the end of the delivery window, i.e. for an order that is to be delivered between 12 - 12.30pm and is actually delivered at 1pm, it will qualify under the “Late delivery from 21-30 minutes” incident type.
Compensations, if applicable, shall be in the form of credit notes, and the payments will be processed in fortnightly cycles.
Compensations for delivery made from the 1st to 15th day of a month will be paid by the 2nd day of the following month, and compensations for deliveries made from the 16th to the last day of a month will be paid by the 17th day of the following month.
Have more questions? Contact our Delivery Coordination Team here.