Toko21 Help Center Policy 1.8
Failed Deliveries: What Happens Next?
Version: 1.1 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article explains what constitutes a failed delivery on Toko21, how such cases are identified and processed, and what customers and merchants can expect as outcomes. It supports customer clarity and system accountability for orders that cannot be successfully delivered for reasons outside the normal ETA range.

SECTION 1: WHAT COUNTS AS A FAILED DELIVERY?

An order (or order segment) is marked as Failed Delivery when:

• The courier is unable to hand over the item to the recipient, and
• No acceptable reroute, reattempt, or customer confirmation is available within the SLA window

Typical causes include:

• Recipient not available (see Policy 1.3)
• Wrong or unreachable delivery address
• Courier unable to contact buyer after multiple attempts
• Restricted access (e.g., gated area, no drop-off approval)
• Force majeure (e.g., severe weather, protests)
• Platform-initiated cancellation due to extended delays or risk flags

SECTION 2: PLATFORM RESPONSE FLOW

2.1 Real-Time Logging

• Courier submits delivery failure status in-app (with GPS and photo proof if available)
• System flags the item as pending resolution

2.2 Internal Checkpoint Review

• Toko21 backend verifies:
• Timestamp logs
• Communication attempts
• Any merchant-related errors (slow pack, wrong SKU)

2.3 Customer Notification

• Buyer receives push + email update within 1 hour
• Message includes: failure reason, current status, next options

SECTION 3: RESOLUTION OPTIONS

Resolution depends on product type, SLA status, and who bears fault:

3.1 Refund Path (Customer Not at Fault)

• Refund initiated under Policies 3.4 or 3.5
• Customer will receive email update and refund confirmation in 1–3 business days

3.2 Platform Override or Reattempt

• If feasible (e.g., courier still nearby), platform may approve a 2nd attempt
• If delay threshold passed, order may be canceled and restocked

3.3 Customer at Fault (e.g., unreachable)

• Order may be partially refundable or non-refundable, depending on item type (see Policy 3.8)
• Platform may still grant voucher or credit compensation in goodwill cases

SECTION 4: MERCHANT, COURIER & LIABILITY HANDLING

4.1 Merchants

• Will be notified of failed handoff and return routing
• Are not penalized if failure was clearly caused by customer
• May be penalized if wrong packing, address errors, or slow dispatch triggered failure (see Policy 6.3)
• In cases of merchant fault, return shipping cost and/or product loss may be deducted from payout

4.2 Couriers

• Must log all failed delivery attempts accurately with timestamp and geo-evidence
• May be rotated or re-trained if recurrent failures are recorded in SLA engine

4.3 Returned Items Handling

• Excise-bound goods (e.g., vape liquid, cigarettes) are treated similarly to food delivery. Once dispatched, these items are considered non-returnable due to product integrity, regulatory, and handling limitations.
• If delivery fails and fault lies with the buyer (e.g., unreachable, wrong address), no refund is issued and the item is considered abandoned.
• If fault lies with the courier or platform, Toko21 may issue a partial or full refund to the buyer and compensate the merchant.
• Couriers are not required to return the item to merchant or platform. They must log the failure event accurately and may discard the item following internal SOP.
• Toko21 does not accept excise-bound item returns nor maintain a depot for such purposes. All risks of product disposal or retention lie within the courier’s custody framework.
• Exception: If a customer receives the wrong excise item (e.g., different brand or flavor than ordered), and the packaging remains sealed and courier custody is verified, the item may be returned to the merchant. Refund or replacement will follow the procedures under Policy 3.4 and merchant fault accountability under Policy 6.3.
• Non-perishable goods (e.g., accessories, mods) will be returned to merchant if in resellable condition.
• Return Cost Liability:
• Paid by platform if merchant not at fault
• Paid by merchant if error originated from their side
• Absorbed by courier partner if operational fault occurred (e.g., misrouted delivery)

Toko21 monitors losses due to failed deliveries as part of its Refund Risk Index. Patterns of repeated failures will trigger case-level reviews and targeted audits.

FINAL NOTES

• Always track your delivery and be ready to receive during ETA window
• Use Scheduled Delivery if unsure about timing (Policy 1.4)
• Failed deliveries are evaluated case-by-case; not all cases result in automatic refund

Need help? Refer to Policy 3.4 (Delivery Failure Refunds), 3.8 (Partial Refund Logic), 4.1 (Dispute), or 9.4 (Support Contact)