We’re launching 24 hours delivery to customers

1. Pre-segregation of Orders to facilitate faster pick-ups (Starting 20th Feb)

Do take note that as the waiting time for pick ups will be reduced to 5 minutes, we will require all sellers to pre-segregate the items into two main boxes/piles: Priority vs Non-Priority.

Finding your priority orders

Figure 2.1: Picklist with Y showing in the left most column, indicating it as SKUs belonging to Priority box/pile. 

Referring to the screenshot above, you may have come across your picklist with priority vs non-priority indicators in the most right column as shown. Where “Y” indicated = priority and NO “Y” indicated = normal order.

Packing your priority and non-priority orders

We will need your help to separate AND label these two order types to reduce any chances of error when sorting your items to fulfil the two order types. 

An example of how you can sort and label your items is:

Figure 2.2: Priority goods of different storage requirements to be separated and labelled accordingly. 

Previously shared Chilled/Frozen Packing guidelines must still be adhered to. 

3. 99% Fulfillment Rate (Ongoing)

To ensure that customers are receiving what they have been promised, any non-compliance to the above two policies will result in a drop-off, which will be subject to action taken by the Marketplace Operations team.

These actions are:

4. Hourly Dynamic Picklist & Revised Order Cut-off Timing for PFC Orders (Estimated Mid-Apr Launch)

Sellers that are onboarded to 24-hour delivery will have all PFC (Joo Koon) appear on a finalised pick-list generated by email and on the picker app on the day of pick up at 12.15pm, with pick up starting from 12.30pm onwards lasting to 3.30pm. 

With the reduced time given between receiving the picklist and having Fairprice pick up your items, we will be providing hourly picklists every 1-hour throughout the day, with the finalised pick list at 12.15pm. This will assist you to pack all orders within a shorter period of time.

The table below shows the main difference between the current operations and operations for 24 hour delivery sellers.

The illustration below will help to visualise the day-to-day process of pick-up. 

5. Compulsory Picker App Usage (With Immediate Effect)

For all 24 hour delivery sellers, the use of the picker app to scan all items pre pick-up will be compulsory. You may find the picker app guide here. 

An enhanced picker app will be developed mid-Q2 and training will be arranged accordingly. We will still require all sellers slated to come onboard to the current picker app. 

6. Being Present for Handover of Items (Clear Demarcation of Fairprice Orders from other platforms)

Lastly, we will require all sellers to be present during handover of goods to the drivers. We will not be liable for any loss, damages and drop-offs (subject to actions above) should the items be left outside with no supervision. 

We also recommend clearly demarcating areas for Fairprice Orders to prevent any mix ups when handing over items to the drivers. 

Should you encounter any issues during your pickup, please message/call the Transporter ICs first before attempting to contact the delivery experience team.