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

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 package but completed the order, you can report this incident to us via Gojek Help page (under My Profile menu) by clicking the Contact Us button below.

Please note that the driver you report will be sanctioned in accordance with ... Read more

Question 2

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 3

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 4

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 5

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 6

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 7

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 8

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.

You can give the driver rating after your trip. If you forgot to ... Read more

Question 9

Driver asked for more payment

Accepted Answer

For every order you make in Gojek app has been calculated in the best possible way so the payment you should pay to the driver is the total price stated on your app with the payment method that you choose. However, if the driver asked for more payment ... Read more

Question 10

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 11

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 12

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 13

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 14

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 15

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 16

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:

Open ‘My Profile’ page from the Gojek home menu then click ‘My Orders’
Click ... Read more

Question 17

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

Show you care when you can't be there

FAQ

Browse Category

Service

Others

Partner

Account