Hi, how can we help?

English | Bahasa Malaysia

The implementation of the Automatic Compliance Violation System ensures the quality of service is maintained with integrity. If you are found to be in violation of ShopeeFood's Delivery Partner ethics, you will receive a notification message in the Driver App as shown in the image below:

Please refer to the Notification in the Driver App for details of the ethics violation:

Activities that constitute ethics violations include but are not limited to:

• Late delivery (without notifying the customer)

• Placing the order in an incorrect/unsuitable location

• Delivering the order in poor condition

• Delivering the wrong order

• Not following customer requests/instructions

• Violating health protocols

• Violating traffic laws

• Inappropriate behaviour

• Completing an order before the delivery is finished

• High/suspicious rate of reassignment requests

• Suspicious/excessive cancellations

• Stealing other delivery partners’ orders

• Manipulating cash on delivery (COD) orders

• Intentionally losing customers' orders

• Disclosing customer information without permission

• Contacting customers after delivery hours

• Asking for additional money from customers

• Delivering orders on behalf of other Delivery Partners

• Using another Delivery Partner’s account

• Inappropriate/Non-compliant appearance, equipment, and attire

• Engaging/Participating in criminal activities

• Using drugs/alcohol

• Sexual harassment

• Completing an order without making the delivery

• Obtaining orders by manipulating the ShopeeFood system, using unauthorised applications/GPS spoofing while delivering

• Generating spam orders for personal gain

• Buying and selling among self-accounts, business partners, family, and friends

• Any other suspicious activities detected by the Shopee system and deemed to violate the ShopeeFood Delivery Partner ethics

Please ensure you are not involved in any activities that violate the ethics or Terms and Conditions agreed upon during the registration process to avoid account suspension or e-wallet deductions in the future.

FAQs:

1) What causes deductions from my E-Wallet?

Deductions from your E-Wallet occur if our system identifies that you have been involved in suspicious activities such as:

• Completing an order without making the delivery

• Delivering the wrong order

• Manipulating cash on delivery (COD) orders

• Generating spam orders for personal gain

• Obtaining orders by manipulating the ShopeeFood system, using unauthorised applications/GPS spoofing while delivering

2) Is the use of unauthorised applications/devices allowed?

The use of unauthorised applications/devices is NOT allowed on the ShopeeFood platform. ShopeeFood is very strict and will not tolerate you if you are found using unauthorised devices. Your account may be subject to immediate disciplinary action such as suspension or closure.

3) If I intend to cancel an order, can I complete the order without filling out the cancellation form?

No, because this action is suspicious and can result in deductions from your E-Wallet and your account may be suspended.

4. Can I appeal the suspension of my account?

Yes, if you believe that the compliance action taken against you is unjustified and you wish to appeal, please follow these steps:

• Take note of the ethics violation by referring to the error code displayed in the Notification Details, e.g., C001 or F002.

• Fill out the appeal form according to the error code and include the following information:

• Error Code (e.g., C001 / F002)

• Phone number registered with ShopeeFood

• Delivery Partner ID

• Order ID (if applicable)

• Relevant evidence (e.g., delivery proof photos, screenshots of conversations, screenshots of Waze/Map showing your arrival at the customer's location)

3. *Note that appeals can only be made within 7 (seven) working days after you receive the account suspension notice.

   3. The appeal form must be completed and submitted. Please wait for an email and notification in the Driver App regarding the decision of your appeal within 1-3 working days.

   Click here for the Appeal Form