Q: E-commerce package has not been received

If you order GoSend through e-commerce, make sure you have checked the order status first. <ul><li>If the number you use in e-commerce is the same as the number on your Gojek account, you can track the order status or driver position from Inbox on the Chat feature in the ... Read more

Q: I forgot to pay my order to the driver

Always check your payment method after making an order. If you forgot to pay your order to the driver because you use cash/combination payment, you can report it to us via the Help page (on My Profile menu) in Gojek app by clicking the Contact Us* button below this article and we will ... Read more

Question 1

How to redeem promo code

Accepted Answer

If you have a voucher code to redeem, you can exchange it by following these steps:

Click ‘Got a promo code? Enter here’ menu in ‘Promo’ page or

Go to 'My profile’ page then click ‘Enter promo code’

Question 2

Driver has completed my order status without delivering it

Accepted Answer

We are really sorry to hear what happened.

If the driver didn’t deliver your food or goods but completed the order, you can do the following things first if you order GoFood, GoShop, GoSend, or GoMart services:

Check your chat history with the driver (can be seen up to 24 hours ... Read more

Question 3

E-commerce package has not been received

Accepted Answer

If you order GoSend through e-commerce, make sure you have checked the order status first.

If the number you use in e-commerce is the same as the number on your Gojek account, you can track the order status or driver position from Inbox on the Chat feature in the ... Read more

Question 4

GoSend Intercity Insurance

Accepted Answer

We always strive to provide the best experience for you in terms of safety and protection when using GoSend Intercity service with Paxel.

Gojek in collaboration with Paxel provides insurance for every item shipped. You can choose the type of insurance to be used according to ... Read more

Question 5

GoSend Intercity package status

Accepted Answer

In the Intercity Delivery service you can see the status of shipping package with the following details:

When you are booking for intercity and facing this screen we will find you courier and courier will be assigned 30 minutes before pick up time start or ... Read more

Question 6

How to order GoSend Intercity

Accepted Answer

Good news! Now you can send packages across the city with GoSend.

GoSend cooperates with Paxel in providing special service for shipping goods across the city.

Below are the steps of using GoSend Intercity:

Choose GoSend on your Gojek app homepage. Or, ... Read more

Question 7

Chat to driver after the order completed

Accepted Answer

Now you can chat with your driver after the order is completed*. So, if there’s something wrong with your order such as the items you received is not complete or if the driver has completed the order but your item isn’t delivered yet, or even if you left your belongings ... Read more

Question 8

I forgot to pay my order to the driver

Accepted Answer

Always check your payment method after making an order. If you forgot to pay your order to the driver because you use cash/combination payment, you can report it to us via the Help page (on My Profile menu) in Gojek app by clicking the Contact Us* button below this article and we will ... Read more

Question 9

I paid twice for the same order

Accepted Answer

If you’ve already paid twice for the same order, please report it to us via Gojek Help page (on My Profile menu) by clicking Contact Us* below the article and we’ll be glad to help you.

*Contact Us button only accessible when you open this ... Read more

Question 10

Driver was Impolite

Accepted Answer

In order to provide the best service to our customers, we have educated our drivers about the policies and procedures that are applied in Gojek Indonesia including how to properly interact with customers.

We are really sorry you have to experience unpleasant journey with our driver ... Read more

Question 11

Driver asked for more payment

Accepted Answer

We are deeply sorry for the driver who insisted and asked for more payment from the total price stated on the app.

Please keep in mind that the payment you should pay to the driver is the total price stated on your app with the payment method that you choose. However, ... Read more

Question 12

I didn’t receive my package

Accepted Answer

If you haven’t received your package, here are some things you can do:

Check of the destination address is complete and correct
Check the driver’s location through the application
Contact the driver to make sure your order has arrived to the destination
For ... Read more

Question 13

Order for someone in a different location

Accepted Answer

Here is how to order Gojek services for your friend at a different location:

Enter your friend's pickup location and destination or your friend’s address to pick up and deliver the package/deliver the order (for GoFood service, you need to change the ‘Your Location’ into your friend’s area as well)

Add location ... Read more

Question 14

My package status

Accepted Answer

We know sometimes it’s confusing to see your order status in GoSend Same Day Delivery service when using it. So, let’s see the meaning for each status below!

If you order GoSend Same Day Delivery through your Gojek app:

Question 15

Type of GoSend services

Accepted Answer

Currently, Gojek has three types of delivery services: Instant, Same Day, and Intercity Delivery. Let’s see the differences below:

Instant Delivery:
Your package will be delivered within 1 - 2 hours after being picked up by the driver. This service can be used for 24 ... Read more

Question 16

GoSend service area

Accepted Answer

Instant Delivery:

Ambon, Bali (including Gianyar and Tabanan), Balikpapan, Banda Aceh, Bandung, Banjarmasin, Banyuwangi, Batam, Belitung, Berau, Bitung, Bojonegoro, Bukittinggi, Cilacap, Cirebon, Garut, Gorontalo, Gresik, Jabodetabek, Jambi, Jayapura, Jember, Jombang, Karawang, Kebumen, Kediri, Kendari, Kisaran, Kudus, Lampung, Madiun, Madura, Magelang, Makassar, Malang, Manado, Mataram, Medan, Merauke, ... Read more

Question 17

My package is broken

Accepted Answer

We always strive to give the best service to our customers. Therefore, we aspire to improve our services by educating our drivers regularly to obey the service policies and procedures.

However please keep in mind to prevent any damages when you use GoSend to ship your ... Read more

Question 18

GoSend Insurance

Accepted Answer

We always strive to provide the best experience for all you in terms of safety and protection when using GoSend services.

Gojek in collaboration with Pasarpolis provide insurance for every item when using GoSend. You can choose the type of insurance to be used according to ... Read more

Question 19

How to give rating and tip to driver

Accepted Answer

You can show your appreciation by giving a rating and tip to our driver right after they completed the order.

Moreover, you can also give the rating and tip through the 'History' page by following these steps:

Question 20

What is GoSend

Accepted Answer

Currently, Gojek has two delivery services, Same Day Delivery and Instant Delivery that you can choose as your shipping metodes on several e-commerce sites and Gojek app (for JADETABEK & Bandung areas).

Check on the table below to see the differences between these shipping metodes:

GOJEK App

GoSend

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