Toko21 Help Center Policy 1.6
Multi-Merchant Fulfillment: What It Means for Your Order
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This policy explains how Toko21’s unique multi-merchant fulfillment engine works and what it means for your order experience. Unlike traditional marketplaces, Toko21’s one-gate model automatically splits a single order across multiple nearby merchants if no single store can fulfill all selected SKUs. This ensures higher fill rates and faster delivery.

Understanding this system helps customers better anticipate delivery flow, packaging differences, and potential variations in arrival timing.

SECTION 1: WHAT IS MULTI-MERCHANT FULFILLMENT?

Toko21 allows customers to place an order containing multiple SKUs. Behind the scenes, the system:

• Maps each SKU to the closest available merchant with live stock
• Splits the order across 2–4 different merchants (if needed)
• Assigns one courier per fulfillment leg
• Consolidates all progress into one app timeline

This means:

• You may receive multiple packages for one order
• Arrival times may vary slightly between items
• You are only charged once at checkout — platform handles all internal coordination

SECTION 2: BENEFITS TO CUSTOMERS

• Higher Order Completion Rate: Less likely to face out-of-stock failures
• Faster Delivery: Each SKU is sourced from the closest possible merchant
• Unified Payment: You don’t need to transact with multiple stores — Toko21 handles all settlements

This logic is designed to preserve pricing fairness, reduce failed orders, and optimize last-mile dispatch.

SECTION 3: THINGS TO EXPECT

3.1 Multiple Drivers

• Don’t be surprised if different drivers arrive for each package
• Each leg will appear in your order timeline with its own tracking status

3.2 Packaging Variations

• Since items come from different stores, packaging may vary
• All merchants are required to follow Toko21’s packing SOP

3.3 Partial Deliveries

• Some items may arrive earlier than others
• You can mark each item as received individually
• Refunds/disputes can be opened per item if issues occur (Policy 3.5, 4.1)

SECTION 4: WHAT IF SOMETHING GOES WRONG?

• Missing one item? You can report just that item via the Help Center (see Policy 4.1)
• Received wrong/damaged product? File a partial refund or dispute on that SKU only (Policy 3.5)
• All packages delivered? System auto-completes order after final fulfillment is confirmed

Toko21’s support and refund logic is SKU-level aware — not all-or-nothing.

FINAL NOTES

• Multi-merchant fulfillment is a core part of how Toko21 operates
• There is no way to request only one-merchant fulfillment unless your SKU list matches a single store
• This design allows Toko21 to serve broader customer zones and preserve inventory diversity

If you have concerns about multi-driver delivery or item tracking, please refer to Policy 1.5 (Order Status), 1.7 (Late Delivery), or contact Support (Policy 9.4)