Toko21 Help Center Policy 1.2
Can I Change My Delivery Address After Checkout?
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This policy explains whether and how customers can change their delivery address after placing an order on Toko21. Given the platform’s fast dispatch timelines and multi-merchant routing logic, address changes are tightly regulated to avoid failed deliveries, lost items, or refund disputes.

This guide applies only to customers using the Toko21 Customer App and does not apply to merchant-initiated address edits or internal routing changes.

SECTION 1: WHEN CAN YOU CHANGE YOUR DELIVERY ADDRESS?

Customers can request a change to their delivery address only under the following conditions:

• The order is still in the "Payment Received" or "Processing" status
• None of the items have been accepted by the assigned merchant
• The new address is within the same city zone and still serviceable by the same logistics partner

If these criteria are met, a manual edit may be permitted through Customer Support (Policy 9.4).

SECTION 2: HOW TO REQUEST AN ADDRESS CHANGE

To request a change, follow these steps:

1. Go to the Orders tab in your app
2. Select the relevant order
3. Tap “Help” > “Contact Support”
4. Provide the following details:
• Order ID
• Current address (as listed)
• New address (full, accurate)
• Reason for the change

Customer Support will:

• Check your order status
• Assess merchant dispatch progress
• Confirm if the courier zone remains compatible
• Respond with approval, rejection, or alternative solution within 1–3 hours

SECTION 3: LIMITATIONS & EXCEPTIONS

3.1 Non-Changeable Orders
You cannot change your address if:

• Any item has already been accepted or packed by a merchant
• The driver has already picked up any package
• The new address is outside of the current service zone
• The system flags the order for security or dispute lock

3.2 High-Risk Abuse Flags
Toko21 may block repeat address changes in a short period as an abuse-prevention measure.

3.3 Platform-Initiated Changes
Toko21 may change the destination address in rare cases such as:

• Driver error
• Force majeure (e.g., flood, protest)
• Internal rerouting to preserve SLA

SECTION 4: WHAT HAPPENS IF CHANGE IS APPROVED

If your request is approved:

• Your delivery address will be updated in the system
• The merchant and courier will be notified
• Your estimated delivery time may shift slightly
• You will receive confirmation via email or push notification

If rejected, your original address remains active, and cancellation/refund is governed by Policies 3.2 and 3.5

FINAL NOTES

• Delivery address change is an exception-based support action — not a standard feature
• Customers are strongly advised to double-check address accuracy before payment
• Any failed delivery caused by incorrect address may result in non-refundable loss if no fault is found on platform or courier side

For post-order issues involving address, use the Help Center → Policy 4.1 (Disputes) and 9.4 (Support Contact)