Hello Business Owner, Welcome to OrderOnline

OrderOnline’s mission is to become a Business Solution for all users in order to realize a closer and easier business world. In an effort to develop this mission, we must always innovate and provide important information to all users.

On this occasion, we will provide an explanation of the terms and conditions of the OrderOnline Logistic service to all users. 

By using the OrderOnline service, the user agrees to be bound by the terms and conditions.

A. PARTIES
1. Orderonline , in this case is the party that acts as the Logistic feature provider for all Orderonline Sellers
2. Shipping Service , in this case is the party that acts as the pick-up and delivery service for goods from the Seller to the Customer.
3. Seller , in this case is the party that sells using the OrderOnline application
4. Customer , in this case is the party that buys goods from the OrderOnline Seller

B. DELIVERY SERVICE

1. Pickup:

   a. Pickup is a service for picking up Seller’s goods carried out by the Delivery Service to the Customer
   b. Pickup provides various kinds of Delivery Services as follows with the following provisions:
   
   It is possible that the Shipping Service will be added in the future

   c.  Seller must include/notify the complete pickup address and active telephone number;
   d . Shipping Label OrderOnline must be printed and attached to the package before;
   e. Seller must request a signature when handing over the package to the expedition party;

2. COD (Cash on Delivery):

a. COD is a Seller’s goods delivery service carried out by the Shipping Service to the Customer using a cash payment method.

b. COD service can be used through the following Shipping Services:
– JNE Express
– SAP Express
– J&T Express
– Ninja Xpress
– ID Express

c. It is possible that
other Shipping Services for COD services will be added in the future For Transactions using the COD method, the provisions of the maximum price and minimum transaction that apply to each shipping service will apply:
– The minimum value of JNE Express COD transactions is IDR 25,000, – and the maximum value of JNE Express COD transactions is IDR 5,000,000, –
– The minimum value of SAP Express COD transactions is IDR. 25,000,- and the maximum COD SAP Express transaction value is Rp. 15,000,000,-
– The minimum COD J&T Express transaction value is Rp. 25,000,- and the maximum COD SAP Express transaction value is Rp. 5,000,000,-
– The minimum COD Ninja Express transaction value is Rp. 25,000,- and the maximum COD Ninja Express transaction value is Rp. 15,000,000,-
– The minimum COD ID Express transaction value is Rp. 25,000,- and the maximum COD ID Express transaction value is Rp. 15,000,000,-

d. Sales proceeds using the COD service will go into the Seller OrderOnline account credit.

e. Disbursement of sales proceeds using the COD service will follow the rules of each Shipping Service;
– Disbursement of COD services JNE Express, J&T Express, SAP Express, Ninja Xpress and ID Express is carried out every day
– Maximum disbursement period is 7 (seven) days after the order is received by the customer
– Other Shipping Services that will also implement COD services in the future, the disbursement period will be adjusted immediately according to the Seller’s needs

f. The amount of COD fee that applies is adjusted to each Delivery Service;
– JNE Express COD fee of 3% of the total value – COD (product price + COD fee) plus VAT of 11% of the COD fee
– J&T Express COD fee of 3% of the total value – COD (product price + COD fee) plus VAT of 11% of the COD fee
– SAP Express COD fee of 3% of the total COD value (product price + COD fee) plus VAT of 11% of the COD fee
– Ninja Xpress COD fee of 3% of the total COD value (product price + COD fee) plus VAT of 11% of the COD fee
– ID Express COD fee of 3% of the total COD value (product price + COD fee) plus VAT of 11% of the COD fee
– Other Delivery Services that will also implement COD services in the future, COD fees will be adjusted soon

g. For transactions using the COD method, a fee will be charged for each failed COD transaction or COD return, which is adjusted to the respective Delivery Service;
– The cost of failed COD or return COD for using JNE Express services is the shipping cost (example; shipping cost from Jakarta to Bandung is IDR 10,000, then the seller is required to make a payment of IDR 10,000 if COD fails or returns COD)
– The cost of failed COD or return COD for using J&T Express services is the shipping cost + 50% return cost (example; shipping cost from Jakarta to Bandung is IDR 10,000 and return cost from Bandung to Jakarta is IDR 12,000, then the seller is required to make a payment of IDR 16,000 (10,000 + 6,000) if COD fails or returns COD)
– The cost of failed COD or return COD for using SAP Express services is the shipping cost (example; shipping cost from Jakarta to Bandung is IDR 10,000, then the seller is required to make a payment of IDR 10,000 if COD fails or returns COD)
– The cost of failed COD or return COD for using Ninja Xpress services is the shipping cost (example; shipping cost from Jakarta to Bandung is IDR 10,000, then the seller is required to make a payment of Rp 10,000 if COD fails or returns COD)
– The cost of failed COD or return COD for using the ID Express service is the same as the shipping cost (example; shipping cost from Jakarta to Bandung is Rp 10,000, then the seller is required to make a payment of Rp 10,000 if COD fails or returns COD)
– Other Shipping Services that will also implement COD services in the future, the cost of failed COD or returns COD will be adjusted immediately

h. OrderOnline will provide a Warning leading to Sanctions for every Seller who misuses COD services such as;
– Making fictitious orders in the name of the Seller
– Providing a fictitious address in the order

i. If the seller provides a response and/or feedback more than 1×24 hours, the shipment will be automatically held and an additional day will be applied to the SLA calculation according to the number of days of delay in response and/or feedback given by the seller;

j. The sanctions imposed are in the form of suspension of the Seller’s account in the OrderOnline application.

C. BILLING

1. Payment must be made within a maximum of 7 (seven) days after receiving the billing notification.

2. If payment is not made within 3 (three) months, OrderOnline reserves the right to make direct collection efforts (visit the seller) and take legal action as necessary.

3. Payment methods include Bank Transfer and Virtual Account:

   • BCA
     Account No.: 2333998009
     Account Name: PT Ordivo Teknologi Indonesia

   • Mandiri
     Account No.: 132 00 22603 790
     Account Name: PT Ordivo Teknologi Indonesia

   • BRI
     Account No.: 0408 01 000901 303
     Account Name: PT Ordivo Teknologi Indonesia

4. Payments made via Virtual Account provided by OrderOnline must be completed within the specified period.

5. No payments are to be transferred to any accounts other than those provided above.

D. CASHLESS

1. An invoicing system will be applied for Sellers using the pickup and delivery services provided by the Delivery Service.

2. The payment of shipping and RTS (Return to Sender) fees by the Delivery Service will be changed to an invoicing system, billed on the 1st of each month for manifests from the previous month.

3. Payment methods include Bank Transfer and Virtual Account:

   • BCA
     Account No.: 2333998009
     Account Name: PT Ordivo Teknologi Indonesia

   • Mandiri
     Account No.: 132 00 22603 790
     Account Name: PT Ordivo Teknologi Indonesia

   • BRI
     Account No.: 0408 01 000901 303
     Account Name: PT Ordivo Teknologi Indonesia

4. Payments made via Virtual Account provided by OrderOnline must be completed within the specified period.

5. No payments are to be transferred to any accounts other than those provided above.

E. CASHBACK

1. Sellers will receive cashback from each shipping transaction completed in the OrderOnline application.

2. Cashback will be credited to the Seller’s OrderOnline account.

3. Accumulated Cashback will be disbursed once a month (at the end of the month).

4. Cashback is only applicable for the accumulation of regular shipping costs.

5. The amount of Cashback will depend on the total shipping transactions in the OrderOnline application, with the following details:

F. LOGISTICS CLAIM PROCESS

Here are the steps for filing a logistics claim through OrderOnline:

a. Sellers must submit a claim through the logistics dashboard within the complaint time limit for each category, attaching clear evidence such as unboxing videos showing the condition of the package before opening and photos of the item after opening, complete with a timestamp.

b. The seller’s submission will be validated and forwarded to the 3PL (third-party logistics provider) with a maximum investigation period, depending on the category, for each 3PL.

c. If the seller’s submission is rejected due to insufficient evidence, the seller has the right to appeal up to 3 times, attaching additional evidence requested by the 3PL.

d. If the seller’s submission is accepted by the 3PL, OrderOnline will credit the approved claim amount to the seller’s account.

Claim Categories

1. Lost / Missing:

   a. Lost / Missing is a situation where the item is declared lost during handover from the seller to the 3PL courier and/or before being received by the end buyer, with the status “Lost/Missing” appearing in the system.

   b. The complaint period for each 3PL is as follows:

   • ID Express: 10 days after being declared lost.
   • J&T: 2 days after being declared lost.
   • JNE: 5 days after being declared lost.
   • SAP: 2 days after being declared lost.
   • Ninja: 10 days after being declared lost.

   c. After a complaint is filed, the 3PL will conduct an investigation, and the OrderOnline team will provide maximum feedback to the seller within the following timeframes:

   • ID Express: 7 Days.
   • J&T: 7 Days.
   • JNE: 7 Days.
   • SAP: 7 Days.
   • Ninja: 3 Days.

   d. If the claim is accepted by the 3PL, the following amounts will be given to the seller for each 3PL:

   • With Insurance:
     • ID Express: Item price + shipping fee*, with a maximum insured value of Rp. 250,000,000. For certain items such as mobile phones, electronics, gold, jewelry, vouchers, fresh food, alcoholic beverages, and vehicle ownership documents (BPKB), the maximum insurable value is Rp. 25,000,000.
     • J&T: Item price + shipping fee*
     • JNE: Item price + shipping fee*
     • SAP: Item price + shipping fee*
     • Ninja: Item price, maximum Rp. 10,000,000.
   • Without Insurance:
     • ID Express: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
     • J&T: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
     • JNE: Item price + shipping fee*
     • SAP: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
     • Ninja: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000. *Shipping fee after discount.

2. Broken:

a. Broken refers to a situation where the item is declared damaged by the 3PL during the shipping process, with the status “Broken/Damaged” appearing in the system, or where the package is declared damaged by the buyer/seller after the buyer/seller receives the item from the 3PL courier.

b. The complaint period for each 3PL is as follows:

• ID Express: 2 days after the item is received.
• J&T: 2 days after the item is received.
• JNE: 2 days after the item is received.
• SAP: 2 days after the item is received.
• Ninja: 10 days after the item is received.

c. After a complaint is filed, the 3PL will conduct an investigation, and the OrderOnline team will provide maximum feedback to the seller within the following timeframes:

• ID Express: 7 Days.
• J&T: 7 Days.
• JNE: 5 Days.
• SAP: 7 Days.
• Ninja: 3 Days.

d. If the claim is accepted by the 3PL, the following amounts will be given to the seller for each 3PL:

• With Insurance:
  • ID Express: Item price + shipping fee*, with a maximum insured value of Rp. 250,000,000. For certain items such as mobile phones, electronics, gold, jewelry, vouchers, fresh food, alcoholic beverages, and vehicle ownership documents (BPKB), the maximum insurable value is Rp. 25,000,000.
  • J&T: Item price + shipping fee*
  • JNE: Item price + shipping fee*
  • SAP: Item price + shipping fee*
  • Ninja: Item price, maximum Rp. 10,000,000.
• Without Insurance:
  • ID Express: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
  • J&T: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
  • JNE: Item price + shipping fee*
  • SAP: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
  • Ninja: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000. *Shipping fee after discount.

3. RTS Package Not Received:

a. RTS package not received refers to a situation where the item is declared RTS by the 3PL and is in the return process, but the package is not received back by the seller.

b. The complaint period for each 3PL is as follows:

• ID Express: 10 days.
• J&T: 2 days after the item is received.
• JNE: 10 days.
• SAP: TBD.
• Ninja: 5 days.

c. After a complaint is filed, the 3PL will conduct an investigation, and the OrderOnline team will provide maximum feedback to the seller within the following timeframes:

• ID Express: 7 Days.
• J&T: 7 Days.
• JNE: 7 Days.
• SAP: TBD.
• Ninja: 14 Days.

d. If the claim is accepted by the 3PL, the following amounts will be given to the seller for each 3PL:

• With Insurance:
  • ID Express: Item price + shipping fee*, with a maximum insured value of Rp. 250,000,000. For certain items such as mobile phones, electronics, gold, jewelry, vouchers, fresh food, alcoholic beverages, and vehicle ownership documents (BPKB), the maximum insurable value is Rp. 25,000,000.
  • J&T: Item price + shipping fee*.
  • JNE: Item price + shipping fee*.
  • SAP: TBD.
  • Ninja: Item price, maximum Rp. 10,000,000.
• Without Insurance:
  • ID Express: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
  • J&T: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000.
  • JNE: Item price + shipping fee*.
  • SAP: TBD.
  • Ninja: 10x shipping fee* or the value of the item, whichever is lower, with a maximum of Rp. 1,000,000. *Shipping fee after discount.

4. Over SLA RTS:

a. Over SLA RTS refers to a situation where the package is declared RTS by the 3PL, but the return process to the seller exceeds the maximum SLA agreed upon by OrderOnline and the 3PL. The maximum SLA for each 3PL is as follows:

• JNE:
  • Java & Bali zone A & B: 25 days.
  • Java & Bali zone C: 30 days.
  • Mataram zone A & B: 30 days.
  • Sumatra, Kalimantan & Sulawesi zone A & B: 35 days.
  • NTT, Maluku & Papua zone A & B: 40 days.
  • Maluku & Papua zone C: 55 days.
  • Non-Java & Bali zone C: 40 days.
  • Maluku zone D: 55 days.
  • Papua zone D: 65 days.
  • Java & non-Java zone D: 45 days.
• ID Express, J&T, SAP, Ninja:
  • Origin Java & Bali – Destination Java & Bali: 26 days.
  • Origin Java & Bali – Destination outside Java & Bali: 41 days.
  • Origin outside Java & Bali – Destination Java & Bali: 41 days.
  • Origin outside Java & Bali – Destination outside Java & Bali: 41 days.
  • Intra-City: 26 days.

b. The complaint period for each 3PL is as follows:

• ID Express: 7 days after the maximum SLA is reached.
• J&T: 3 days after the maximum SLA is reached.
• JNE: 7 days after the maximum SLA is reached.
• SAP: 7 days after the maximum SLA is reached.
• Ninja: 7 days after the maximum SLA is reached.

c. After a complaint is filed, the 3PL will conduct an investigation, and the OrderOnline team will provide maximum feedback to the seller within the following timeframes:

• ID Express: 7 Days.
• J&T: 7 Days.
• JNE: 7 Days.
• SAP: 14 Days.
• Ninja: 30 Days.

d. If the claim is accepted by the 3PL, the following amounts will be given to the seller for each 3PL:

• ID Express: Shipping fee*.
• J&T: Shipping fee*.
• JNE: Shipping fee*.
• SAP: Shipping fee*.
• Ninja: Shipping fee*.

*Shipping fee after discount.

G. MISUSE

1. Sellers found placing fake orders to gain cashback from shipping costs will be sanctioned by OrderOnline.

2. Sanctions may include the suspension of the Seller’s account and legal action according to applicable laws and regulations in Indonesia.

3. If a Seller is found to have more than one account, all accounts will be considered related and share the same responsibility.

4. Matching accounts include valid matching data (KTP, email, pickup address, and other important information).

5. Before completing an order, Sellers must ensure the Buyer has agreed to the purchase to minimize returns due to the Buyer rejecting the order, claiming they did not place it.

6. Sellers must ensure the complete address, including house number, neighborhood unit (RT/RW), and the Buyer’s phone number, is clearly filled out.

7. Sellers are responsible for assisting the courier if issues arise when the Buyer is difficult to contact.

8. Sellers are prohibited from selling digital products, including but not limited to Netflix accounts, phone credit, and electricity tokens.

9. If the success rate of orders falls between 50% and 60%, OrderOnline reserves the right to issue a warning and conduct further investigations into the Seller. The Seller will also be required to provide additional documents if requested by OrderOnline.

10. For handling buyer complaints to the 3PL, OrderOnline will deduct the user’s credit or issue a billing charge if there is no remaining balance, under the following conditions:

a. The Customer, represented by the 3PL, can prove that the User sent non-compliant items to the Customer. Non-compliant items refer to cases where the product name in the system or on the label differs from the item received by the Buyer.

b. The User, whether intentionally or unintentionally, sends products with inadequate packaging that repeatedly causes damage, violating the product shipping packaging guidelines on the respective 3PL’s website.

c. The User is unable to provide documented evidence (photos or videos) to OrderOnline regarding the Customer’s complaint.

d. OrderOnline will deduct the User’s credit if the User fails to respond to OrderOnline Customer Service within 3×24 hours for Ninja and 7×24 hours for JNE, SAP, IDExpress, and J&T,  after the first confirmation regarding the non-compliant item complaint.