Toko21 Help Center Policy 1.3
What Happens if I’m Not at the Address During Delivery?
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article explains the outcomes, options, and responsibilities if a customer is unavailable at the time of delivery. Because Toko21 delivers age-restricted and perishable goods (e.g., vape liquids), missed deliveries must be handled carefully to avoid misuse, refund fraud, or SLA violations.

This policy ensures customers know what to expect and how to act in case of delivery failure due to absence at the destination.

SECTION 1: WHAT COUNTS AS “CUSTOMER UNAVAILABLE”?

A delivery is considered failed due to customer unavailability if:

• The driver arrives and no one is present to receive the package
• The recipient fails to answer after multiple call attempts (min. 2–3)
• No alternative recipient is allowed or reachable (e.g., neighbor, front desk)
• Delivery access is blocked (e.g., gated area without permission)

The courier will document the attempt via timestamp, GPS, and photo evidence when possible.

SECTION 2: WHAT HAPPENS NEXT?

2.1 First Attempt Failed

• The courier may wait for up to 5–10 minutes
• If still unsuccessful, the package is marked “Failed Delivery” and returned to the merchant or held by the courier (depending on partner SOP)

2.2 Platform Review

• The Toko21 system logs the failed attempt and determines eligibility for:
• Reattempt (if within SLA buffer)
• Auto-cancel and restock
• Manual dispute

2.3 Notification

• You will be notified via push and email that delivery failed
• You may be prompted to confirm next steps via Help Center

SECTION 3: CUSTOMER OPTIONS AFTER FAILED DELIVERY

Depending on the item type and SLA window, you may:

• Request a reattempt (if courier still in range and product type allows)
• Contact support for rerouting (Policy 1.2)
• File a dispute if you believe the failure was not your fault (Policy 4.1)

Note: Some perishable or excise-based products cannot be reattempted once returned. Refund eligibility will follow Policy 3.4 or 3.5 depending on case.

SECTION 4: RESPONSIBILITY & LIABILITY

4.1 Customer Responsibility

• Ensure someone 21+ is available at the delivery time
• Keep your phone available for driver contact
• Do not place orders if you are unsure about availability

4.2 Platform Responsibility

• Toko21 ensures timely delivery via licensed logistics partners
• We enforce fair delivery verification with GPS and photo audits

4.3 Merchant Liability

• Merchants are not penalized for failed deliveries caused by customer unavailability
• Refunds will not be deducted from merchant payouts unless product is returned damaged or undeliverable due to merchant-side error

FINAL NOTES

• Missed delivery due to customer absence may result in partial or non-refundable orders
• Toko21 does not guarantee re-delivery on time-sensitive goods (e.g., promos, limited stock)
• Always track your delivery window and prepare for acceptance

For issues after a failed delivery, contact support or refer to Policy 4.1 (Disputes) and 3.4/3.5 (Refund Paths)