Toko21 Help Center Policy 1.1
How to Place an Order on Toko21
Version: 1.1 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article provides a comprehensive, step-by-step guide for placing an order on the Toko21 platform. Whether you’re a first-time buyer or a returning customer, this policy ensures you understand how to navigate the app effectively, select the right products, confirm payments, and track your order from start to finish.

Toko21 operates as a one-gate marketplace — meaning all orders, payments, and customer service interactions are centralized under PT Belanja Lebih Cepat. While your order may be fulfilled by one or more background merchants, your entire transaction experience is governed by the Toko21 platform.

SECTION 1: BEFORE YOU START – WHAT YOU NEED

Before initiating your first purchase, please ensure the following:

• You are 21 years or older and have completed your account registration (Policy 9.1)
• You’ve downloaded the latest version of the Toko21 Customer App
• You have a stable internet connection and access to your registered mobile number or email
• You have entered a valid delivery address, preferably geolocated via app permission for accuracy
• You have a preferred digital payment method ready (VA, QRIS, or e-Wallet)

Note: You will not be able to proceed with checkout if age, address, or payment setup is incomplete.

SECTION 2: STEP-BY-STEP ORDERING FLOW

2.1 Browsing & Product Selection

1. Launch the Toko21 app
2. Browse categories or use the search bar to locate products by:
• Brand (e.g., VOLX, RELX, etc.)
• Flavor or variant (e.g., Mango Ice, Grape Mint)
• Nicotine level or size (15ml / 30ml)
3. Tap a product to see detailed specs, price, excise label status, and available merchant options

2.2 Cart Management
4. Select the desired quantity and tap “Add to Cart”
5. Review the cart for:

• SKU accuracy (size, flavor, nicotine)
• Quantity and subtotal
• Platform fee and any active promos

6. Make any needed changes (edit quantity, remove items)

2.3 Delivery Setup
7. Select or add your delivery address
8. Choose delivery method:

• Instant (ASAP): Delivered immediately if within service hours
• Scheduled Delivery: Choose from available time slots

9. The system auto-matches the best merchant(s) based on:

• Stock availability
• Distance
• SLA performance rating

2.4 Checkout & Payment
10. Apply any promo codes or loyalty XP (if eligible)
11. Review all components:

• Product cost
• Platform fee (see Policy 2.2)
• Delivery charge (dynamic)
• VAT summary (if applicable)

1. Choose payment method and confirm payment channel (BNI VA, QRIS, ShopeePay, etc.)
2. Tap “Pay Now” — the app will redirect to a payment gateway or generate payment instructions
3. Complete payment within the allotted window (typically 15–30 minutes)

SECTION 3: AFTER PAYMENT – ORDER FULFILLMENT

Once payment is confirmed:

• The order status will update to Processing
• Each SKU is routed to the assigned merchant automatically
• Orders with multiple SKUs may be split into multiple deliveries (multi-merchant logic)

You can track your order(s) in real time through the Orders tab, including:

• Merchant confirmation status
• Driver assignment and pickup
• Estimated delivery time
• Final delivery confirmation

Notifications will be sent via push, email, or SMS for key events.

SECTION 4: KEY LIMITATIONS & REMINDERS

4.1 Platform Boundaries

• Merchants cannot be contacted or identified by customers
• Toko21 handles all fulfillment, issues, refunds, and adjustments
• Loyalty points are earned only on successfully completed orders

4.2 Restrictions

• No Cash on Delivery (COD)
• No manual bank transfers
• No offline orders or SMS-based orders

4.3 Minimum Order & Location Coverage

• Some areas have a minimum cart value (e.g., Rp 25,000)
• Delivery service areas are limited to specific urban zones and are expanding gradually
• The system will notify you if delivery is unavailable in your location

SECTION 5: IF SOMETHING GOES WRONG

Use the following guide if issues arise:

FINAL NOTES

• Every order placed on Toko21 is a binding digital transaction
• Customers are responsible for reviewing all items, charges, and addresses before confirming payment
• Refunds, loyalty eligibility, and SLA guarantees all depend on this ordering process being followed correctly