To view your past orders/purchases, select View Purchase History via the Profile tab on Reach App > View Completed, Cancelled or Return Refund orders.

To find the Order ID for your purchase, go to the Profile tab on Reach > Select To Pay, To Ship To Receive or To Rate > Select order > Scroll down to the bottom for your Order ID. Select COPY if you need to share your Order ID with someone.

⚠Note
In certain circumstances, you may need to provide your Order ID, such as when reaching out to sellers or Reach Customer Service for cancellations, returns or refunds.

There are a few reasons why the tracking number for your order is not working:

The logistics partner or seller has provided the wrong tracking number

The tracking number has not been updated on the logistics partner's tracking website yet

A system error has occurred on the logistics partner's tracking website

When this happens, you may reach out to the seller directly via Reach Chat to track your order's delivery status or request for the right tracking number.

It will be shown under your order's delivery status via the Order Details page on Reach App if the pickup for your order was unsuccessful. You may contact the seller directly via Reach Chat to check with them on the pickup rearrangement.

You can check the status of your orders via My Purchases in the Profile tab on Reach App.

All of your orders will be categorized according to their order statuses:

To Pay - Unpaid orders

To Ship - All paid orders that have not been shipped by sellers

To Receive - All orders that have been shipped

Completed - All orders that have been delivered

Return/Refund - All orders that have been returned or refunded

Tracking delivery status of orders
Once your order is under the To Ship or To Receive status, you may check on the detailed shipping updates and status more closely.

⚠ Note

Orders shipped by Reach Supported Logistics will have tracking numbers and can be easily tracked in detail via Reach App.

If your order does not have a tracking number, you may contact the seller directly to check your order's delivery status.

If you have not received your order after the Estimated Delivery Date, there are 2 actions you can take:

1. Raise a refund request
To submit a return/refund request, go to To Receive via the Profile tab on Reach App > Select order > select Return/Refund > select product(s) for refund > Select Reason as Did not receive the order > Provide other necessary details > Submit. Once your request is submitted, the seller will be notified and has to respond within 2 days. If they fail to do so, the refund will be automatically processed after the 2-day period.

2. Contact the logistics partner
You can check the shipment status of your order directly with the logistics partner.

For orders shipped using non-Reach Supported Logistics, you may contact the seller directly instead.

Use the Estimated Delivery Date from your order in Order Details Page or Shipping Information Page in Reach App to estimate the time of delivery.

Delivery time may range from 1 to 25 working days, depending on the nature of your order (local or overseas), the logistics partner, and when your order was picked up by them. This excludes public holidays and the logistics partner's non-working days.

Estimated Delivery Date

Standard Shipping (within Malaysia): 1 - 7 Days
Sea Shipping: Up to 25 Days
Air Freight: 7 - 20 Days
*Please check the order page for a more accurate delivery duration


Check Estimated Delivery Date in Order Details Page

Step 1: Go to the 'Profile' Page.

Step 2: Select 'To Receive' under My Purchases.

Step 3: Select Order

Step 4: View estimated delivery in the Order Status section.

Check Estimated Delivery Date in Shipping Information Page

Step 1: Go to the 'Profile' Page.

Step 2: Select 'To Receive' under My Purchases.

Step 3: Tap on Shipping Status section for your order.

Step 4: View the estimated shipping date on Shipping Information Page.

⚠ Note
These delivery times may vary during peak periods such as our campaigns as well as unforeseen circumstances due to floods, border controls, war zone shipping interruptions, etc.

The order confirmation will send to you after purchase with tracking details.

Otherwise, seller will contact you due to various reasons, such as stock situations, delivery area is out of range, or as per consumer's request, etc.

To check the proof of delivery for orders that have been delivered and received, go to View Purchase History via the Profile tab in Reach App > select an order under the Completed tab > select VIEW at the Shipping Information section > View Proof of Delivery. This will only be available if the courier has uploaded photo evidence or an image of your signature to acknowledge receipt of the order, which is a practice we strongly advise our couriers to adopt. Examples of photo evidence include a photo of the parcel with the recipient, photo of parcel placed outside recipient's house, and photo of parcel if it is deposited with the recipient's neighbour.

⚠ Note
Photo evidence will only be stored by Reach for 30 days from the time the product is received.

Shipping fee is the cost incurred by a seller when delivering a parcel to a consumer. The shipping fees will be calculated based on attributes such as weight, dimension, and distance, and indicated during checkout. You will have to pay shipping fees charged by each seller, or otherwise stated with FREE Shipping. ⚠ Note
For example, if you purchase Items X, Y, Z from Seller A, you will only be charged the shipping fee once.

Shipping fee is the cost incurred by a seller when delivering a parcel to a consumer. The shipping fees will be calculated based on attributes such as weight, dimension, and distance, and indicated during checkout. You will have to pay shipping fees charged by the respective seller, or otherwise stated with FREE Shipping.

Warranty by seller will be stated in the information of the products. The warranty validity is subject to the seller. Kindly check with the seller on the details of the warranty such as the warranty period and coverage.

The vouchers and promo codes can be reused under 2 conditions:
As long as the order is not paid, the promo code can be reused.

i. Reach supports a total of 10 payment options:

Cash-on-delivery (COD)

Credit / Debit Cards

Online Banking

ReachPay

Maybank2u

a. Cash-on-delivery (COD)
You may pay for your orders in cash when they are delivered to your doorstep by selecting 'Cash on Delivery' during checkout.

b. Credit / Debit Cards
You may pay for your orders with your credit card / debit card by selecting 'Credit / Debit Cards' during checkout.

c. Online banking
You may pay for your orders with Online banking by selecting 'Online banking' during checkout.

d. ReachPay You may pay for your orders with ReachPay by selecting 'ReachPay' during checkout.

a. Are there fees if I pay by Credit/Debit Card?
For every purchases, consumers are not liable to any transaction fee charged by the sellers or bank. The consumers are liable to transaction fee by the platform

Otherwise it is stated in the payment with installment that comes with interest rate.

b. What should I do if I made double payment?
In the event you have been issued double payment for a single amount owed, you may refer to the steps below in resolving this issue for the following payment methods:
i. Credit Card Credit
Card users are advised to follow bank and seller requirement for refund to be credited back into your bank account.

ii. Online Banking / Reach
If you have made double payment via Online Banking or Reach Pay, please contact our Customer Service agent via the 'Email' icon below or 'Chat with Agent' if you are on mobile. Kindly provide proof of double payment in the form of a screenshot in order for our agents to assist you further

2. Can I change my payment method?
You can change your payment method anytime before the payment is successfully paid to Reach.

Payments that are yet to be completed can be found on the My Purchases page. To change your payment method go to the Profile tab > To Pay > select the relevant order > Change Payment Method > select available payment method.

⚠ Note
You should make your payment by the date found on the My Purchases page.

If your order is not found on the To Pay page, this means that your payment has been successfully processed with the previously selected method.

Updating your Reach Wallet Bank Account is for you to be able to get your refund back in the event where you have a successful refund case but you have not activated your ReachPay before. Once you have updated your bank account here, any refund will be released to your registered bank account within 3 working days.
Kindly note that users will have to wait up to 24 hours for verification to be completed.

The steps to update your bank account details is stated below:
1) Go 'Profile' page and click on 'Account Settings'.
2) Click on 'Bank Accounts/Cards'.
3) Click on 'Add Bank Account' > Fill in the Bank Account Details > Click on 'Next' to confirm your information and click 'Done'.
4) Enter the Verification code and click on 'Verify'.

It is very simple to pay using Online Banking. Choose a product to purchase > Click on 'Check out' (in Shopping Cart) or 'Buy Now' in product page > Select Payment Option > Select Online Banking > And choose from the list of banks available.

Once done, you then will be redirected to Online Banking page to login to your selected bank to complete your transaction. Once your payment is completed you will be redirected back to the Reach's confirmed page. You are now ready to receive your order!

1. Click on 'Check Out', then choose your Payment Option.
2. Select your preferred bank to pay with and Confirm.
3. Once you have chosen your bank, proceed to click Place Order and you will be prompted to the bank page.
4. You will be notified as shown below once your payment is successful.

Currently, we support online banking payment services through:
a. HSBC Online
b. Affin Bank
c. Maybank2u
d. Agrobank
e. Ambank
f. Bank Islam
g. Bank Rakyat
h. Bank Muamalat
i. Alliance Bank (Personal)
j. CIMB Clicks
k. MyBSN
l. Hong Leong Connect
m. OCBC Online
n. Public Bank
o. RHB Now
p. Standard Chartered Bank
q. UOB
r. Should the demand for such services arise, other banks may be opened in the future for online banking payment method.

During checkout, you will be able to choose a payment option after confirming your address and shipping method.

If it is your first time using credit / debit card payment, click on "Add New Credit / Debit Card" and enter your card details on the next screen.

Kindly note that once you've added your credit card details, One Time Password (OTP) may not be required for future transactions. Rest assured that your credit card information is kept safe and confidential with our service provider.

As an alternative, you may want to check our article about "What payment methods are supported by Reach" for other payment method available in Reach.

Have other queries? Tell us more using the "email icon" or "chat now" below

As Reach operates on a regional basis, currently we only support debit / credit Visa or Mastercard issued in Malaysia. Should your card be issued in any other region, you may try to use other payment methods to pay for your order.

You can delete your credit/debit card details from the Bank Accounts / Cards page on Reach App.

Go to the Profile tab < select the  icon > Bank Account / Cards > select the relevant card > Delete > enter your password > Continue

⚠ Note
Once you select Continue, your credit/debit card details will be immediately deleted. If you accidentally deleted the card details, add your credit card details again on the same page.

There are two ways to do so, and they are:

Maybank2u Website

Login to Maybank2u.com.my

Tap on Settings.

Tap on Pay & Transfer

Tap on Linked Accounts

Tap Remove and you're done

Reach App

Launch the Reach App

Tap on Profile

Tap on the Settings icon at the top right-hand corner.Tap on Bank Accounts / Cards

Tap on linked Maybank2u account

Tap on Unlink at the bottom

Login to Maybank2u and key in the TAC and you're done.

The daily transaction limit is the maximum checkout amount (RM1000.00), whereby your phone is the same as with Maybank, otherwise it is RM250.00 that you can debit from your selected Maybank account to you transaction in Reach daily. If you have exceeded the limit set (e.g RM1000.00 or RM250.00), subsequent transactions will not be successful.

Transactions	Checkout Amount	Total Checkout Amount	Transaction Summary
1st Transaction of the day	RM 1000.00	RM 1000.00	Successful
2nd Transaction of the day	RM 1000.00	Limit exceeded (RM1000.00 + RM 100.00 = RM1100.00)	Failed

How can I edit my daily limit?

Here are the steps to help you with the daily limit transaction:
1. Login to Maybank2u.com.my
2. Tap on Settings
3. Tap on Pay & Transfer
4. Tap on Linked Accounts
5. Tap on the Edit icon
6. Edit the amount to do a maximum of RM1000 (if your phone number is the same as Maybank)
7. Tap Update and you're done

Link your Maybank2u for a faster and seamless way to transact your Reach payment without needing to log in to your online banking every time.

This service is applicable for all Reach users with one (or more) of the following Maybank accounts:

Savings Account

Current Account

MAE Account

Click on the "Link Bank Account Now" below to login Maybank2u.

Setup Payment Access for Reach:Select a Bank Account to be linked.

Choose how long you'd link your account to Reach (3,6 or 12 months)

Set your daily transaction limit. This is the maximum amount (RM1000, whereby your phone is the same as with Maybank, otherwise it is RM250.00) you can transact per day.

Enter OTP to confirm.

Transact from your Linked Bank Account in Reach seamlessly.

It's instant! Upon linking your Maybank account, you will be able to use it to transact in Reach immediately.

It's an added security measure, your Maybank2u linkage will expire after some time. This Maybank2u top-up access will expire based on the duration you selected during the setup of the linkage (3, 6 and 12 months).

You may need to relink your Maybank2u account upon linkage access expired.

For example, if you set up your payment access on 1st December 2020 at 1:00 PM and set it to expire in 6 months, it will expire on 1st June 2021 at 1:00 PM.

You may be having an insufficient balance in your Maybank account. Kindly check your Maybank account balance.

Yes, to keep your account safe, Reach does not store your online banking details. Your linked bank account can only be accessed on the current device you are using for security purposes.

DuitNow Online Banking/Wallets is a convenient and secured online payment solution that allows real-time debiting of customer's internet banking account/e-wallet and also direct crediting into the seller's account.

All new and existing Reach customers can make payments via DuitNow Online Banking/Wallets. Kindly ensure you have updated to the latest version of Reach App.

DuitNow Online Banking/Wallets is the new real-time online payment service superseding FPX Online Banking which allows you to complete transactions securely via Internet Banking linked to your bank's savings/current account.

The payment will go through instantly once the transaction is successful.

Some banks may allow custom configuration on the transaction limit for online payments via DuitNow Online Banking/Wallets. Kindly check with your banks for more details.

You may find DuitNow Online Banking/Wallets as one of the checkout options available in these 2 scenarios:


A: Marketplace/Digital Product Checkout:

ii. Select 'Payment Option' on marketplace checkout page.
ii. Select 'DuitNow Online Banking/Wallets'.
iii. Select from the available banks in the dropdown list.
v. You will then be redirected to the Online Banking page/mobile banking app.
vi. Once payment is completed, you will return to the payment status page.


B. ReachPay Top-Up:

i. Select 'Payment Option' on ReachPay top-up page.
ii. ii. Select 'DuitNow Online Banking/Wallets'.
iii. Select from the available banks in the dropdown list.
iv. After clicking 'Confirm' button, you will be redirected to the checkout page, click 'Pay Now'.
v. You will then be redirected to the online banking page/mobile banking app.
vi. Once payment is completed, you will return to the payment status page.

Cash on delivery is Reach's payment method aimed to provide buyers with an additional payment option that is convenient and reassuring. You have the option to make payment only AFTER your order delivered.


1) Kindly proceed to checkout as usual. To select the 'Standard Delivery' with 'COD is supported' shipping option and click on the Payment Option section to select the "Cash on Delivery" payment method. After which, you may place your order.

2) Once you have placed your order, your order will be parked under the "To Pay" bucket under My Purchases for 2 hours (COD Confirmation Period). During this period, you may cancel the order if you have changed your mind on using COD. If you like to change your payment channel, kindly cancel your order and make another purchase using your new desired payment method.

3) After the COD Confirmation Period, your order will be parked under the "To Ship" bucket under My Purchases. Seller will be informed to ship out your order. You will not be able to complete the order until the courier has delivered your order.

4) When the courier delivers your order, you are to make payment in cash to the courier directly. The courier will update your order to "Delivered", after which you may complete your order in the app to release escrow to the seller.

Reach Supported Logistic will attempt delivery at the delivery address stated in the shipping label. After a failed delivery effort, Reach Supported Logistic will make another try after contacting the customer to schedule a delivery time. If for whatever reason, Reach Supported Logistic has attempted two deliveries and both failed, Reach Supported Logistic will proceed to return the parcel to the seller.

You can check the estimated shipping fees for products in your order via the Product Details page or during checkout.
For Product Details page
Select the shipping information section to view the estimated shipping fee and delivery timeframe for shipping option(s) offered.

For Checkout page
Shipping fee is shown under the Shipping Option section for each shop that you're purchasing from. The total shipping fees of an order will be shown under Shipping Subtotal.

Reach calculates shipping fees based on parcel weight and dimensions provided by the seller, as well as the rates of different logistics partners.

No, you will not be able to change your shipping option.

To view shipping updates for your orders, go to To Ship or To Receive under My Purchases via the Me tab on Reach App > Select shipment status of your order > View all shipping updates.

If you're not satisfied with the delivery service, you may leave a rating for Delivery Service when you rate your product(s) after confirming the receipt of your order.

Unfortunately, we are unable to support the scheduling of specific delivery dates and times at the moment.

If possible, please be available or arrange for someone else to be present at your delivery address around the estimated date of delivery. You can track your order's shipping updates via To Receive via the Profile tab on Reach App > Check the shipment status for your order to know when it is out for delivery.
If you are not available at the time of delivery:

The courier will attempt delivery again based on their re-delivery policies.

Your parcel may be placed at a nearby pickup location for you to pick it up. Usually, the parcel will be held at this location for a specific period of time. If it is not collected by the end of this period, it may be returned to the seller or disposed of.

If you see the error messages, "This product does not support the selected shipping option" or "No available shipping option" during checkout, it could be due to an incomplete or invalid delivery address or that the delivery area is out of range.

To resolve this issue, check that your delivery address is complete and valid.

Select Delivery Address section on the Checkout page > Select the address to edit > Edit your address information as needed.

You will not be able to change your address after you place your order.

Unfortunately, you cannot change your shipping option once your order has been shipped out by the seller.

Unfortunately, buyers will not be able choose logistic providers as allocated. Rest assured the Reach System will select the most suitable Logistic Provider.

You can contact our Reach Supported Logistics partners via their websites, email or phone for delivery-related concerns (e.g. tracking order status, expediting delivery):

Logistics Partner	Tracking Website	Contact information
J&T Express	https://www.jtexpress.my/tracking/	Phone: 1300 80 9000 Email: [email protected]
PosLaju	https://www.pos.com.my/	Phone: 03 2267 2267
DHL	https://www.dhl.com/my-en/home/tracking.html	Phone: 03 2779 2300 Email: [email protected]
NinjaVan	https://www.ninjavan.co/en-my/tracking	Phone: 011 1722 5600 Email: [email protected]
The Lorry	https://thelorry.com/v3/my/tracking	Phone: 016 299 2189 Email: [email protected]
City-Link Express	https://www.citylinkexpress.com/track-your-shipment/	Phone: 03 5033 3800 Email: [email protected]
Best Express	https://www.tracking.my/best	Phone: 03 87033101 Email: [email protected]
ABX Express	https://www.tracking.my/abx	Phone: 03 7711 6688 Email: [email protected]

⚠ Note

Our Reach Supported Logistics partners will make up to 3 delivery attempts before returning the order to the seller due to non-receipt.

In order to retrieve delivery rider's number, you may contact the local branch of your assigned delivery courier.

Reach Supported Logistics are third-party logistics providers that have integrated their system with Reach. Here are our Reach Supported Logistics partners:

Reach Logistic

PosLaju

DHL

J&T Express

NinjaVan

City-Link Express

The Lorry

With this integration, you can keep track of shipments by our logistics partners directly with ease via Reach App.
To view shipping updates for your orders, go to To Ship or To Receive under My Purchases via the Profile tab on Reach App > Select shipment status of your order > View all shipping updates:

Tracking Number will be automatically shared once available.

All shipping details will be updated regularly, from preparing your parcel, pickup by courier, to being out for delivery.

The table below shows the grouping of Shipping Channels according to Service Types.

⚠ Note

Economy Delivery (Sea Shipping) is applicable for deliveries from West Malaysia to East Malaysia for selected sellers only.

Shipping channels under Others (West Malaysia/East Malaysia) will fall under Non-Reach Supported Logistics.

Understanding the shipping options available Reach provides shipping options by Reach Supported Logistics and non-Reach Supported Logistics partners. Reach Supported Logistics partners include:

Reach Logistic

PosLaju

DHL

J&T Express

NinjaVan

City-Link Express

The Lorry

Non-Reach Supported Logistics partners include:

GDex, Aramex, Nationwide Express, Skynet

Seller's own delivery fleet

Other logistics providers

Choosing a shipping option for your order
You can choose your preferred shipping option at the Checkout page on Reach App > Select Shipping Option > Select your preferred shipping option based on the options provided by the seller > Confirm.

If seller and consumer couldn't reach agreement when consumer requested refund, Reach will mediate the situation between consumers and seller.

Consumers is required to submit evidence of returned products and order ID.

Reach will mediate the situation and investigate within 5 working days. Reach will notify and have a decision with both ends to meet a mutual agreement.

If you receive item that is not according to the description and are unable to file a return, Reach will mediate the situation and investigate within 5 working days.
Consumers is required to submit evidence of returned products and order ID.

Seller will undergo a penalty if there is a violation of the guideline in the platform.

Did not receive the order (e.g. parcel lost in transit)

Received an incomplete product (e.g. missing parts of product, missing products from order)

Received the wrong product(s) (e.g. wrong size/colour, different product)

Received a product with physical damage (e.g. dents, scratches, cracks)

Received a faulty product (e.g. malfunction, does not work as intended)

Received a counterfeit product (only for Reach Mall)

Consumers must submit strong photo and/or video evidence that clearly supports the reason for the return/refund, where applicable. Some examples include:

Photos and/or videos showing product errors or defects (for damaged/faulty products)

Photos of parcel's internal and external packaging

Seller may request for further supporting documents respectively if:

Submitted evidence is not of acceptable quality. Clear, high quality evidence must be provided. Evidence that does not support the consumer's claim will be rejected.

Seller raises a dispute towards the case and evidence is required for further investigation.

Consumers should ensure that returned products are properly packed to avoid damage during shipment to the return address.

Consumers should prepare the following supporting documents in case there is a need to dispute a seller's rejection of the return product(s):

Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.

Other evidence that shows an agreement was reached (especially if the consumer is returning using a non-traceable mailing option).

Seller will not cover the return postage.

The consumer will be required to engage in a discussion directly with the seller, Reach will not intervene in this discussion. The consumer must decide whether to accept the offer or continue with the return for a full refund.

If there is no response from the consumer or seller, the negotiation will be terminated and the consumer will be asked to continue with the return.

Returned products will either be shipped to the Seller, who will conduct a quality check to determine if these products meet the criteria for return. If the products do not meet the return criteria, Reach will then investigate the case and determine a fair resolution within 5 working days

If the external packaging of the delivered parcel is visibly damaged:

Ask the courier if he could wait for you to check the condition of the products. If the courier agrees, check the product and reject the package if it is damaged. You will need to take a picture of the parcel for claiming purposes later.

When you request for refund, please do request under the reason of "Did not receive the order" as you have rejected the parcel.

If the product is found to be damaged after the courier has left:

Report the case within 24 hours of receipt via our Reach App or Web. Reach will hold the payment until the case is solved.

When you request for refund, please do request under the reason of "Received a product with physical damage" and provide pictures of external packaging and the actual damaged item as supporting document.

The consumer will be required to engage in a discussion directly with the Seller/Trader/Reach Mall, Reach will not intervene in this discussion. The consumer must decide whether to accept the offer or continue with the return for a full refund. If the Seller/Trader/Reach Mall agrees to refund, Seller/Trader/Reach Mall will refund the amount to the consumer.

You can raise a return/refund request for your order via the Reach App if your order is still within the Reach Guarantee period and you have not selected Order Received.

To do so, select To Receive under My Purchases via the Profile tab > Select order > Select Return/Refund > Select reason for request > Select product(s) > Select Next

Then, select Reason > Select return/refund reason* > Select Confirm > Provide evidence and description (if applicable) > Select Submit.

If you selected I want to return my items, you'll be able to choose from 5 return/refund reasons

Did not receive part of the order (e.g. missing parts of product, missing products)

Received the wrong product(s) (e.g. wrong size/colour, different product)

Received a product with physical damage (e.g. dents, scratches, cracks)

Received a faulty product (e.g. malfunction, does not work as intended)

Received a counterfeit product

*There may be two solutions available, depending on your return/refund reason subjected to seller policy and user policy:

Return and Refund

Refund Only (you may enter your preferred Refund Amount)

⚠ Note

When filling in the information for your request, different fields will be applicable based on your Return/Refund Reason (e.g. evidence is not required for a non-receipt case).

Refund Only option will only be shown for the following: incomplete/missing products, products not received, products under Perishables and Digital Products and Services categories.

Your return/refund request will be processed within 5 working days for Reach to communicate with the seller and you will be notified of the outcome via in-app push notification and email:

For Refund Only cases, Seller will review the case and get back to you on the resolution.

For Return and Refund cases, you will be required to return the product in order to receive your refund (unless otherwise specified by seller).

For all sellers, Items that are categorised under the following categories are Non-Returnable: Perishable goods

Food & Beverages > Fresh & Frozen Food

Food & Beverages > Dairy & Eggs

Food & Beverages > Bakery

Live plants

Hygiene related

Fashion Accessories > Additional Accessories > Masks

Mens clothes > Innerwear & Underwear > Underwear

Women Clothes > Lingerie & Underwear > Sets

Women Clothes > Lingerie & Underwear > Panties

Digital Products

Tickets, Vouchers & Services

'Deals Near Me'

⚠ Definition

Perishable goods: Perishable goods are products that have a shorter shelf life and may deteriorate quickly due to environmental factors (e.g. temperature, humidity). Examples include fresh produce, baked goods, cooked food, live products, chilled and frozen products, live plants, etc.

Hygiene related: Goods that are not suitable for return due to health protection or hygienic reasons.

Digital products: Virtual goods that do not involve a physical product to be delivered to the user. Examples include travel voucher, mobile/game top ups, software, warranty, online subscription plans.

If you have not received your parcel after the expected delivery date, you may request for a refund.

Follow the steps below to check on your order's expected delivery date:

From your Reach App, click "Profile".

Tap on "To Receive", then tap on the relevant order you wish to check.

You will be able to view the order's expected delivery date as shown in the image below:

What to do after you have requested for a refund? Once you have requested for a refund with the reason of "Did not receive the order", the seller will have 3 days to check on your request and respond to the case. They can either accept the refund directly or dispute your request. If they do not take any action within the 3 days, the refund will be auto-accepted and released to you (consumer) via your selected payment method. Should they submit for a dispute, Reach's Dispute team will try to complete the investigation 5 working days from the date either party raised the dispute and may send you can an email to request for supporting documents.

If your order is still under the "To Receive" tab, please proceed to request for return/refund if you:

Parcel not delivered

Parcel delivered with missing items

Received the wrong product(s)

Received a product with physical damage

Received a faulty product

Received a counterfeit product

Before we begin, kindly note that you may only raise a Return/Refund request after the order has passed the Estimated Delivery Date or once the order has been delivered. Otherwise, the 'Return / Refund' button will not be available. Step 1: From your Reach App, click on "Profile" and search for your order in "To Receive". Step 2: Click on your order, then click the "Request for Return / Refund" button at the bottom of the page.

If you have yet to receive your order even though the order status has been updated as Delivered, you should:

1. Check with your family members or neighbours
Your family or neighbours might have received the parcel on your behalf. Do also check areas where the parcel could have been left by the courier, such as mailbox, dry riser or shoe rack, before raising a refund request.

2. Contact seller or courier service
You may check with the logistics partner or courier service directly for more information on where your parcel could be. If your parcel was delivered by the seller's own delivery fleet, reach out to the seller directly via Reach Chat instead.

3. Raise a refund request
You may raise a refund request for an order that was not received under the two following conditions:

The order is still within the Reach Guarantee period.

You have not confirmed the receipt of the order (did not select Order Received on the Order Details page)

To do so, select Return/Refund on the Order Details page > Select I didn't receive my items > Select the product(s) not received > Select Next > Select Reason > Select Parcel not delivered > Select Confirm > Select Submit.

The seller will be notified of your return/refund request and must respond within 3 days. There are 2 possible outcomes you can expect:

1. Seller accepts request
If the request is accepted, you will receive return instructions via in-app push notification and email, if applicable. The refund will be processed accordingly after the returned products are checked and approved.

2. Seller does not respond within the given time frame
If the seller fails to respond in time, your request will be automatically approved and the refund will be processed accordingly.

Reach Mall products that are excluded from 15 days return include:

Digital goods - such as mobile top-up cards, audio or video recording or software;

Goods that are perishable or may otherwise deteriorate or expire rapidly - such as fresh groceries, meat, fruits, vegetable and frozen goods.

Goods that are not suitable for return due to health protection or hygienic reasons - such as cosmetics, swimwear and undergarments.

Goods that are temperature sensitive - such as ice cream and chocolate.

For products where warranty is applicable (e.g: mobile phone, laptop, home electrical appliances), if the product is faulty/ malfunctioning and comes with a warranty, consumers can directly send it to an authorised service centre for warranty claim. Reach may allow returns to do a quality check on the item and verify the warranty claim eligibility.

Item with Return/Refund reasons that do not fall under the following:Wrong Item

Physically Damaged

Malfunction/Faulty

Incomplete/Missing Items

Counterfeit

Item Does Not Fit (Wrong Size)

Item sold by Non-Reach Mall sellers.

Seller will check the condition of returned products based on the reason for return/refund, while taking into account the evidence submitted:

1. Wrong products
Seller will check the product against the seller's listing to verify that the wrong product was sent (e.g. wrong size/colour, different product).

2. Damaged products
Seller will check for physical damage on the product (e.g. dents, scratches, broken pieces), the product's packaging, and the original packaging of the parcel (if available).

3. Faulty products Seller will coordina
te the relevant device/product checks to verify that the product is malfunctioning or does not work as intended.

4. Counterfeit products
Seller will verify the product's authenticity.

5. Item Does Not Fit (Wrong Size)
Seller will check if the items are eligible for return. Please refer to this link here for a detailed list of products that are eligible.

⚠ Note
All returned products (except incomplete/missing products) must be returned with the original tags and labels attached, and with the original free gifts, accessories included.

Once your request for a return has been approved, you will be required to return the item(s) to the seller within the next 5 days.

Self Arrange Method
You can self-arrange the return shipment of your parcel using traceable mailing options (with tracking number provided).

You can ship out the product via any courier company. Please ensure the following details are included:

Order ID and/or Return Request ID
Seller Return Address as indicated on the Refund Details page

⚠ Note

All parties involved (Dispute Agent (if any), the seller and yourself) will be able to view the tracking status of your parcel directly on the app.

Seller is given 5 days to inspect the condition of the item(s) and to make a decision on the return case. In all scenarios where either party decides to dispute the decision, Reach's Dispute Team will be involved in the mediation.

If your request is approved, your refund will be processed immediately. The timeline for the funds to be credited back to you depends on your payment method

For local orders

You will need to ship your return parcel either directly to the seller's return address or Reach Warehouse (for purchases from Reach Mall).

Ensure that you ship your return parcel within 5 days of the request being approved, and upload the proof of postage via Reach App.

For overseas orders

Do ensure that you ship out the item(s) to be returned within 5 days. If not, your return request will be automatically canceled and the funds will be released to the seller.

You should pack the product(s) for return/refund securely in their original packaging, such as a cardboard box or polymailer with bubble wrap, to protect them from any damage when they are shipped back to the seller/Reach Warehouse. If the original packaging is damaged, you may use your own packaging for the return parcel.

For fragile items, you're encouraged to use a 'This side up', 'Fragile', or 'Handle with care' sticker as an additional reminder to the courier to handle your parcel with caution.

Ensure that product(s) are returned in the original received condition, completed with all the original inclusions. Examples of such inclusions are:

Original brand packaging

Free gifts

Warranties

Tags

Manuals

All the accessories provided with the product

To help us process your return faster, you may include a note within the parcel with the following information:

Your Reach username

Order ID

Description of return reason (e.g. how is the product damaged, malfunctioning, or different from what you ordered)

⚠ Note

Seller will not be liable for any damage caused to your return parcel due to improper packaging.

Please take into account that your parcel may go through multiple touch-points during delivery (e.g. loading, unloading, sorting) and they should be adequately packaged to withstand the entire delivery cycle

You may track your return parcel with the tracking number when you self-arranged for shipment with your chosen courier service.

You will have to use the Tracking Number provided on the Return/Refund Details page to print your shipping label for your return parcel. This tracking number will be generated automatically for orders that will be returned via Drop-off, after the return/refund request is submitted.

You may drop off your parcels at any Poslaju or J&T Express centre. Locate the nearest outlets for Poslaju and J&T Express.

Self Arrange

Your return shipping cost will be borne by yourself if you return your order using the Self Arrange option.

We encourage consumers and sellers to communicate with each other directly to resolve any issues before raising a dispute. Reach will step in to mediate the situation when consumers and sellers are unable to reach an agreement for a return/refund. Our agents will examine the case and evidence provided closely to reach a fair solution.

⚠ Note
Ensure that your email address provided is accurate, as Reach may contact you via email regarding your return/refund request.

Reach does not offer direct exchange between consumers and sellers.

For successful requests

The refund process will be initiated within 24 hours for all successful return/refund requests. The refund process and time frame will vary depending on the payment method used:

1. Credit Card/Debit Card/Credit Card Instalment
The refund will be credited to the card used within 7-14 working days, depending on the card-issuing bank.

2. ReachPay/Online Banking/Cash Payment at Retail Stores
The refund will be credited to your ReachPay account within 24 hours. You can use it for future purchases or withdraw it after you have updated your bank account details.

If you have yet to set up ReachPay, you will be prompted to do so within 3 days. If your ReachPay is still not activated after 3 days, payment will be refunded directly to your bank account within 1-3 working days (excluding weekends and public holidays).


⚠ Note
The refund process/time taken is also dependent on the nature of your return/refund request. If you are required to return the products, it may take up to 5 working days upon the receipt of the return parcel for a resolution to be drawn. Returned products will be checked by sellers/Reach Warehouse (for Reach Mall orders) before your request can be approved and processed

You can use the steps below to check if your case has been approved:

From Reach App, Click "Profile" and then Click on "My Purchases".

Find your relevant order under the 'To Receive', 'Cancelled', 'Completed' or "Return/Refund" Tab.

Select the order by clicking on 'Return/Refund Details'.

You will be able to see the status of your Return/Refund request from this page.

If there is a discrepancy between the refund amount you should have received and the actual amount received, contact Reach Customer Service for further assistance. Do prepare your order ID and proof of refund received (e.g. screenshot) to help us look into your case.

The initial shipping fee shall be paid by Consumers.