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Order Creation

Must I create an account in order to use EZIE App’s platform?

Yes, you must! Please create your account HERE. Sign-up takes less than 3 minutes. No subscription fee or minimum order is required.

How do I start creating an order for my parcel?

You can start creating orders for your parcels HERE. Check out our 2 mins Video Tutorial for further instructions.

How do I determine the weight of the parcel?

You can determine the parcel’s weight by actual weight (weight of the parcel in kgs) or by volumetric weight (width, height, and length in cm) of the parcel.

Are there any limitations with dimension and weight of the packages?

(a) For Next day or Standard Parcel deliveries, the package’s dimension (Length + Breadth + Height) should not exceed 300cm, with the greatest dimension not exceeding 150cm on any 1 side. The package should not exceed 30kg, otherwise extra charges might be incurred.

(b) For Same day On-demand delivery, the package's dimensions can go up to (2.3m x 1.2m x 1.2m) if you choose parcels above 25kg and upto 500kg.

(c) For more details, check the maximum weight and dimensions of each courier partner when you place an order.

Can I use EZIE APP to deliver my food/drinks or delicate products?

(a) Only the Same Day Delivery can deliver your food and drinks (not applicable for the FROZEN food) or delicate products.

(b) For Next day or Standard Parcel deliveries, our 3PLs currently do not provide services over any consumable pre-cooked products (e.g. Hot food) or any foods that need extra care (e.g. cookies or pastries like Pineapple tart or Cake). If you decide to use 3PLs for food and drinks delivery, couriers are not liable for any damage on food parcels.

Is the international delivery service available?

Yes! We are currently supporting an international delivery from Malaysia to Singapore, and Singapore to Malaysia and Philippines.

Is the COD delivery service available?

For SG - Yes, we do provide COD delivery service. Check out our 1 min Video Tutorial on how to place the COD order. For MY - Coming soon! We will make the announcement on our Social Media platform. Check our latest update & promotion HERE!

Are there installation and assembly services provided by your 3PL partners?

(a) Unfortunately, our 3PL partners currently do not provide installation and assembly services.

(b) If you are providing the installation and assembly services and want to collaborate with us, then do contact us via email ([email protected]).

Order Packaging

Must I pack the parcel myself?

(a) Yes. If you are using Next day or Standard Parcel deliveries, do ensure to properly seal your packages (e.g. Carton box or Poly Mailer). You can refer to our Packaging Guideline.

(b) No. If you are using Same-day or Instant delivery service.

What if I don't have a proper packaging material?

You can use our Same day service! Our Same day AND Instant delivery service doesn't require any packaging.

Label Creation

Must I print the labels myself?

(a) For Paperless, Same Day, and Instant delivery services, NO. You don't need to print.

(b) For Standard & Next day express delivery services, YES. Please purchase adhesive paper that is compatible with your printer (inkjet, laser, LED, etc.). Using a normal printer to print the label and subsequently attaching it to your parcel with tape is alright as well.

Do you have a suggested size or instruction on printing the label?

We recommend the label to be at least A6 size OR ¼ of A4 size. If the label is smaller than ¼ of A4 size, QR code might not be read and rejected by the courier. Ensure that the label is pasted well onto the parcel.

Did this answer your question?
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Yes
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Order Management

How to reschedule the pick-up address?

(a) [Scenario 1: Order Unconfirmed]

1. Go to [Settings]

2. Choose [User Settings]

3. Click [Edit] Pick-Up Address.

4. Once updated, create a new order.

(b) [Scenario 2: Order Confirmed]

1. Immediately cancel (Fully refunded in 3 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

(c) If you change your pick-up address from the "Label creation" stage, the change won't be reflected on your final order.

How to reschedule the drop-off (or) recipient's address?

(a) [Scenario 1: Order Unconfirmed]

1. You can change your Pick up addresses from your "Order" creation.

2. Simply click "Edit data" of "Delivery Address" on your right side of the panel.

3. To ensure that changes are reflected, make sure to refresh your page.

(b) [Scenario 2: Order Confirmed]

1. Immediately cancel (Fully refunded in 2 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

The parcel has been arranged for delivery but I would like to intercept/redirect it. What should I do?

(a) [Scenario 1: Parcel NOT Picked-up]

1. Immediately cancel (Fully refunded in 3 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

(b) [Scenario 2: Parcel Picked-up Already]

1. Go to www.ezie.app/sg or www.ezie.app/my

2. Click "Live Chat" to request for the customer support (refer to the image below)

faq-help

3. OR send an email to our customer support at [email protected]

4. Customer Support will arrange the return parcel (take at least 1 week)

5. Place a new order

My EZIE App account cannot sync/integrate into my Shopify, Lazada, or Shopee orders. How to fix it?

(a) If you have tried refreshing your page, please take the following steps:

1. Sign out of EZIE App Account.

2. Sign back in

3. Click on the “Sync orders” button

(b) OR Go to www.ezie.app/sg or www.ezie.app/my

1. Click "Live Chat" to request for the customer support (refer to the image below)

faq-help

(c) OR send an email to our customer support at [email protected]

Can I schedule the specific Pick-Up time for my parcel?

(a) No, you cannot select the specific pick-up time for certain Standard & Next day express delivery services.

(b) Only, the Same-day and Instant delivery service allow you to select the specific pick-up time

Can I schedule the specific Delivery time for my parcel?

(a) You cannot select a specific delivery time. The Standard & Next day delivery will be delivered between 9 am to 10 pm (latest 11 pm) on Weekdays (Mon-Fri) and 9 am to 10 pm (latest 11 pm) on Saturday. No service on Sunday and Public Holidays.

(b) For Same day deliveries, you can estimate the specific delivery time based on the duration of each service. (e.g. Same-day delivery will take up to 6 hours)

(c) If you are not available during the time, drivers will drop their parcels at your doorstep.

Did this answer your question?
Yes
No
Yes
No

Payment

How does the EZIE App charge me?

(a) EZIE App will show you different prices based on the service type and logistics partner that you decide to choose. You can choose the best option based on your preferences.

(b) EZIE App is prepaid! You can pay with either (1) Credit/Debit Card or (2) GrabPay (only for SG).

Can I pay by COD (Cash on Delivery) or pay by PayNow or PayLah?

(a) For SG, YES for COD. We are not supporting PayNow or PayLah at the moment.

(b) For MY, COMING SOON!

Refund/Cancellation

How to cancel my parcel delivery?

If your parcel hasn't been picked up, you can simply click "cancel the package" from your Dashboard. If you cannot find the button, you can watch our 1 min Video Tutorial HERE.

My parcel got damaged or lost. What should I do? Can I get a refund?

(a) All refund requests should be sent by email to [email protected]

(b) The customer must request within 7 calendar days with the correct supporting documents, such as proof pictures or videos, and the commercial invoice to support the amount of the value to be reimbursed within 3PL's liability threshold.

(c) You should send a photo or video of any damaged goods. If your parcels have followed the packaging instructions, our 3PL partners would be liable for your damaged and lost parcels.

(d) EZIE App will escalate seller's claim within 10 calendar days maximum (excluding the PH and weekends) by email with all supporting documents.

(e) The resolution time will be 3 business days. If approved, the claimed amount will be refunded back to your credit/debit card.

(f) Please make sure to read the Terms & Conditions before you confirm your booking with 3PLs.

What are the proper packaging instructions for refund?

(a) You can check the proper packaging guidelines here - especially for the delicate products.

(b) You must read the Terms & Conditions before you confirm your order and create the label.

I have cancelled my parcel. How to get refunded?

All refunds go via the credit card linked in the seller account, so please ensure to link your credit card to your account. The refund will take up to 3-4 working weeks depending on the bank.

Did this answer your question?
Yes
No
Yes
No

EZIE -Fulfillment service

How does EZIE fulfillment work?

(a) EZIE will inbound and store your products.

(b) Orders will be communicated to us. We will then package the parcels.

(c) Our logistics team will take care of the delivery. You and the customer can monitor the updates via tracking information.

(d) Any returned products will be received in our hub.

Why should I subscribe to the service?

(a) It's 'EZIE' and cheap. We do not charge set-up or inbound fees. We will help you reduce the costs with our free storage for the first month and free polymailer to pack your items

(b) Save time and boost your business. You focus on business development, we will do the logistics work.

(c) You can rely on our service to manage customer expectations. There will be a dedicated account manager to fast-track all your concerns. Our fulfillment service will ensure pick-up and packaging in 24 hours, then head straight to delivery.

How to apply for EZIE e-fulfillment?

(a) Click the EZIE e-fulfillment banner on your dashboard.

(b) Our dedicated account manager will be in contact to understand your business requirements and give you a personalized quote for you to sign the contract.

(c) We will help you with the onboarding process once the contract is signed - fast onboarding of 1-2 weeks.

(d) EZIE will send you regular reporting and a monthly invoice for payment.

How long is the contract term?

1-year contract

Can I cancel the in the middle of the contract?

Yes. You need to give advance notice of 30 days. Please contact our account manager for more information: [email protected]

Where to indicate my interest? Get Quote?

Go to EZIE User Dashboard & click the banner for EZIE fulfillment service.

What's the payment term once have received the monthly invoice?

30 days

How do I make the payment?

We will send you a monthly invoice which should be paid via bank transfer.

Interested? Click here (https://ezie.app/sg)to sign up, click the fulfillment banner on your dashboard, then provide the information asked. You can also head to our blog (https://www.blog.ezielog.com/post/how-can-ezie-fulfilment-benefit-you-and-your-business)for the same.
Did this answer your question?
Yes
No
Yes
No

Order Creation

Must I create an account in order to use EZIE App’s platform?

Yes, you must! Please create your account HERE. Sign-up takes less than 3 minutes. No subscription fee or minimum order is required.

How do I start creating an order for my parcel?

You can start creating orders for your parcels HERE. Check out our 2 mins Video Tutorial for further instructions.

How do I determine the weight of the parcel?

You can determine the parcel’s weight by actual weight (weight of the parcel in kgs) or by volumetric weight (width, height, and length in cm) of the parcel.

Are there any limitations with dimension and weight of the packages?

(a) For Next day or Standard Parcel deliveries, the package’s dimension (Length + Breadth + Height) should not exceed 300cm, with the greatest dimension not exceeding 150cm on any 1 side. The package should not exceed 30kg, otherwise extra charges might be incurred.

(b) For Same day On-demand delivery, the package's dimensions can go up to (2.3m x 1.2m x 1.2m) if you choose parcels above 25kg and upto 500kg.

(c) For more details, check the maximum weight and dimensions of each courier partner when you place an order.

Can I use EZIE APP to deliver my food/drinks or delicate products?

(a) Only the Same Day Delivery can deliver your food and drinks (not applicable for the FROZEN food) or delicate products.

(b) For Next day or Standard Parcel deliveries, our 3PLs currently do not provide services over any consumable pre-cooked products (e.g. Hot food) or any foods that need extra care (e.g. cookies or pastries like Pineapple tart or Cake). If you decide to use 3PLs for food and drinks delivery, couriers are not liable for any damage on food parcels.

Is the international delivery service available?

Yes! We are currently supporting an international delivery from Malaysia to Singapore, and Singapore to Malaysia and Philippines.

Is the COD delivery service available?

For SG - Yes, we do provide COD delivery service. Check out our 1 min Video Tutorial on how to place the COD order. For MY - Coming soon! We will make the announcement on our Social Media platform. Check our latest update & promotion HERE!

Are there installation and assembly services provided by your 3PL partners?

(a) Unfortunately, our 3PL partners currently do not provide installation and assembly services.

(b) If you are providing the installation and assembly services and want to collaborate with us, then do contact us via email ([email protected]).

Order Packaging

Must I pack the parcel myself?

(a) Yes. If you are using Next day or Standard Parcel deliveries, do ensure to properly seal your packages (e.g. Carton box or Poly Mailer). You can refer to our Packaging Guideline.

(b) No. If you are using Same-day or Instant delivery service.

What if I don't have a proper packaging material?

You can use our Same day service! Our Same day AND Instant delivery service doesn't require any packaging.

Label Creation

Must I print the labels myself?

(a) For Paperless, Same Day, and Instant delivery services, NO. You don't need to print.

(b) For Standard & Next day express delivery services, YES. Please purchase adhesive paper that is compatible with your printer (inkjet, laser, LED, etc.). Using a normal printer to print the label and subsequently attaching it to your parcel with tape is alright as well.

Do you have a suggested size or instruction on printing the label?

We recommend the label to be at least A6 size OR ¼ of A4 size. If the label is smaller than ¼ of A4 size, QR code might not be read and rejected by the courier. Ensure that the label is pasted well onto the parcel.

Did this answer your question?
Yes
No
Yes
No

Order Management

How to reschedule the pick-up address?

(a) [Scenario 1: Order Unconfirmed]

1. Go to [Settings]

2. Choose [User Settings]

3. Click [Edit] Pick-Up Address.

4. Once updated, create a new order.

(b) [Scenario 2: Order Confirmed]

1. Immediately cancel (Fully refunded in 3 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

(c) If you change your pick-up address from the "Label creation" stage, the change won't be reflected on your final order.

How to reschedule the drop-off (or) recipient's address?

(a) [Scenario 1: Order Unconfirmed]

1. You can change your Pick up addresses from your "Order" creation.

2. Simply click "Edit data" of "Delivery Address" on your right side of the panel.

3. To ensure that changes are reflected, make sure to refresh your page.

(b) [Scenario 2: Order Confirmed]

1. Immediately cancel (Fully refunded in 2 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

The parcel has been arranged for delivery but I would like to intercept/redirect it. What should I do?

(a) [Scenario 1: Parcel NOT Picked-up]

1. Immediately cancel (Fully refunded in 3 weeks)

2. Change your Pick-up address [refer to Scenario 1]

3. Place a new order

(b) [Scenario 2: Parcel Picked-up Already]

1. Go to www.ezie.app/sg or www.ezie.app/my

2. Click "Live Chat" to request for the customer support (refer to the image below)

faq-help

3. OR send an email to our customer support at [email protected]

4. Customer Support will arrange the return parcel (take at least 1 week)

5. Place a new order

My EZIE App account cannot sync/integrate into my Shopify, Lazada, or Shopee orders. How to fix it?

(a) If you have tried refreshing your page, please take the following steps:

1. Sign out of EZIE App Account.

2. Sign back in

3. Click on the “Sync orders” button

(b) OR Go to www.ezie.app/sg or www.ezie.app/my

1. Click "Live Chat" to request for the customer support (refer to the image below)

faq-help

(c) OR send an email to our customer support at [email protected]

Can I schedule the specific Pick-Up time for my parcel?

(a) No, you cannot select the specific pick-up time for certain Standard & Next day express delivery services.

(b) Only, the Same-day and Instant delivery service allow you to select the specific pick-up time

Can I schedule the specific Delivery time for my parcel?

(a) You cannot select a specific delivery time. The Standard & Next day delivery will be delivered between 9 am to 10 pm (latest 11 pm) on Weekdays (Mon-Fri) and 9 am to 10 pm (latest 11 pm) on Saturday. No service on Sunday and Public Holidays.

(b) For Same day deliveries, you can estimate the specific delivery time based on the duration of each service. (e.g. Same-day delivery will take up to 6 hours)

(c) If you are not available during the time, drivers will drop their parcels at your doorstep.

Did this answer your question?
Yes
No
Yes
No

Payment

How does the EZIE App charge me?

(a) EZIE App will show you different prices based on the service type and logistics partner that you decide to choose. You can choose the best option based on your preferences.

(b) EZIE App is prepaid! You can pay with either (1) Credit/Debit Card or (2) GrabPay (only for SG).

Can I pay by COD (Cash on Delivery) or pay by PayNow or PayLah?

(a) For SG, YES for COD. We are not supporting PayNow or PayLah at the moment.

(b) For MY, COMING SOON!

Refund/Cancellation

How to cancel my parcel delivery?

If your parcel hasn't been picked up, you can simply click "cancel the package" from your Dashboard. If you cannot find the button, you can watch our 1 min Video Tutorial HERE.

My parcel got damaged or lost. What should I do? Can I get a refund?

(a) All refund requests should be sent by email to [email protected]

(b) The customer must request within 7 calendar days with the correct supporting documents, such as proof pictures or videos, and the commercial invoice to support the amount of the value to be reimbursed within 3PL's liability threshold.

(c) You should send a photo or video of any damaged goods. If your parcels have followed the packaging instructions, our 3PL partners would be liable for your damaged and lost parcels.

(d) EZIE App will escalate seller's claim within 10 calendar days maximum (excluding the PH and weekends) by email with all supporting documents.

(e) The resolution time will be 3 business days. If approved, the claimed amount will be refunded back to your credit/debit card.

(f) Please make sure to read the Terms & Conditions before you confirm your booking with 3PLs.

What are the proper packaging instructions for refund?

(a) You can check the proper packaging guidelines here - especially for the delicate products.

(b) You must read the Terms & Conditions before you confirm your order and create the label.

I have cancelled my parcel. How to get refunded?

All refunds go via the credit card linked in the seller account, so please ensure to link your credit card to your account. The refund will take up to 3-4 working weeks depending on the bank.

Did this answer your question?
Yes
No
Yes
No

EZIE -Fulfillment service

How does EZIE fulfillment work?

(a) EZIE will inbound and store your products.

(b) Orders will be communicated to us. We will then package the parcels.

(c) Our logistics team will take care of the delivery. You and the customer can monitor the updates via tracking information.

(d) Any returned products will be received in our hub.

Why should I subscribe to the service?

(a) It's 'EZIE' and cheap. We do not charge set-up or inbound fees. We will help you reduce the costs with our free storage for the first month and free polymailer to pack your items

(b) Save time and boost your business. You focus on business development, we will do the logistics work.

(c) You can rely on our service to manage customer expectations. There will be a dedicated account manager to fast-track all your concerns. Our fulfillment service will ensure pick-up and packaging in 24 hours, then head straight to delivery.

How to apply for EZIE e-fulfillment?

(a) Click the EZIE e-fulfillment banner on your dashboard.

(b) Our dedicated account manager will be in contact to understand your business requirements and give you a personalized quote for you to sign the contract.

(c) We will help you with the onboarding process once the contract is signed - fast onboarding of 1-2 weeks.

(d) EZIE will send you regular reporting and a monthly invoice for payment.

How long is the contract term?

1-year contract

Can I cancel the in the middle of the contract?

Yes. You need to give advance notice of 30 days. Please contact our account manager for more information: [email protected]

Where to indicate my interest? Get Quote?

Go to EZIE User Dashboard & click the banner for EZIE fulfillment service.

What's the payment term once have received the monthly invoice?

30 days

How do I make the payment?

We will send you a monthly invoice which should be paid via bank transfer.

Interested? Click here (https://ezie.app/sg)to sign up, click the fulfillment banner on your dashboard, then provide the information asked. You can also head to our blog (https://www.blog.ezielog.com/post/how-can-ezie-fulfilment-benefit-you-and-your-business)for the same.
Did this answer your question?
Yes
No
Yes
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