If a customer leaves a personal belonging in your vehicle, here is how you can manage communication, return the item, or report it to Gojek.

How You May Be Contacted

After a trip, the customer or Gojek support team may reach out to you via:

• Gojek’s outbound phone number
• A masked phone number
• Post-trip chat

If a customer contacts you about a lost item, you may coordinate a mutually convenient time and place to return it.
Note: The in-app calling feature remains available for 6 hours after trip completion, while post-trip chat is available for 2 hours after trip completion. Post-trip chat is currently unavailable on GoPartner for iOS / iPhone.

How to Contact a Customer via Post-Trip Chat/Call

• If you discover a lost item after completing a trip, you can initiate contact directly through the app:
• Open Gojek Driver App and tap your profile picture on the home screen.
• Tap Chat History.
• Select the relevant order.
• Tap the Chat icon to send a message or the Phone icon to call the customer.

Note: The in-app calling feature remains available for 6 hours after trip completion, while post-trip chat is available for 2 hours after trip completion. Post-trip chat is currently unavailable on GoPartner for iOS / iPhone.

Unresponsive Customers: If the customer does not respond within 2 hours, you may drop off the lost item at GoHub (28 Sin Ming Lane, #01-136).

For critical items such as keys, cards, phones, wallets, luggage, or passports, if it is outside GoHub’s operating hours, you may drop the item off at the nearest police station instead.

Once the item has been handed over, please inform us via the in-app support channel or email so that we can follow up with the customer accordingly.

Handling Illegal or High-Value Items: If you find restricted, illegal, or high-value items among the belongings, handle them according to the following rules:

Illegal/Restricted Items: Report and hand them over immediately to the nearest police station.

Items that MUST be turned over to the Police include:

• Cash, cheques, or bank drafts of $1,000 or above
• Arms or weapons
• Explosive substances
• Controlled drugs
• Vapes or vape pods

Non-Illegal Items: Return them directly to the customer or surrender them at GoHub (28 Sin Ming Lane, #01-136).

Need Further Assistance?

If you cannot reach the customer or need help returning an item, submit a request via Help Centre → My customer left an item behind. Fill in the required details and tap Submit.

Our team will review your report and get back to you as soon as possible.