Instant Services
12/04/2025
What is Instant Service?
Instant is designed to give sellers and buyers the fastest delivery experience on our platform — with orders reaching buyers within a few hours they are placed. With Instant Service, the courier will pick up the package from you and deliver it straight to the buyer, without stopping at any sorting stations. Because of this direct delivery model, Instant Service has stricter requirements for meeting lead times and following packaging guidelines.How does Instant Service work
2.1 Instant Service SLA
Seller Arrange Shipment period: 8:00 - 19:30 (latest at 21:00)Order create time | Ready-to-ship (RTS) SLA to avoid LDR | RTS Auto-Cancellation SLA | Transit-to-ship (TTS) Auto-Cancellation SLA |
00:00 - 08:00 | +0WD 09:30 | +0WD 21:00 | +1WD 12:00 |
08:00 - 18:00 | +0WD 1.5 hours from stocking time | ||
18:00 - 00:00 | +1WD 09:30 | +1WD 11:00 | |
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2.2. How it works
| Category | Details | |
| Courier |   | |
| Max Radius | 40km | |
| Weight Limitation | 30kg | |
| Max Dimension | 60 cm (L) x 60 cm(W) x 60 cm (H) | |
| Packaging Requirement | No strict packaging requirements, provided that:
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| Prohibited Items |
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| Available Regions | HCM, HN (selected areas only) | |
| Seller Eligibility | Invited sellers only, can contact your Account Managers for more details | |
Benefits of Instant Service
Get your products featured daily in the Instant Service search filter and tags, helping more buyers discover your shop.
Offer fast, same-day delivery within hours to stand out from competitors and attract more buyers.
Faster delivery reduces cancellations, encourages repeat purchases, and improves overall buyer satisfaction — driving more sales for your shop.
- Boost Your Shop’s Exposure
- Strengthen Your Market Presence
- Increase Sales and Enhance the Buyer Experience
What do I need to do (as a seller) when I join the instant service
For Instant orders, make sure you complete the extra step when arranging shipment. After printing the shipping label, you must arrange shipment in the system. The system will only assign a driver after you arrange shipment, so be sure to do this promptly to avoid delays.
How do I set up Instant Service for my shop?
Step 1: go to Shipping Setting > Warehouse Setting to review and validate your pinpoint, as rider will use this information for picking up your packages. See below👇⚠️ Important: system may automatically set pinpoint for you, please click edit and review again whether the pinpoint is correct.
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Note, Instant service is currently invitation only mode. If you cannot see Instant toggle, please contact your account manager right away to get you whitelisted!
- Select your warehouse
- Select "instant" and enable the service
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How do I see my Instant Shipping orders on Seller Center?
Step 1: “Manage orders ”>> filter “Delivery options” >> filter “Instant". ⚠️ Important: It is strongly recommended that sellers regularly monitor their instant orders and fulfill them as soon as possible to ensure compliance with the SLA（section 2.3) |
Select orders you would like to fulfill and select "Print documents" >> "Shipping label".
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⚠️ Note:
- Printing a shipping label will trigger a request for pickup request, and drivers will come to the seller's place within 1 hour
- Instant shipments can only request for pickup during provider operating hours (8am - 9pm). Plan ahead to ensure timely fulfillment.
Outside operating hours  | During operating hours  |
- In case of bad weather or unexpected events causing a driver shortage, our system will automatically retry to assign a driver. However, if the order isn’t picked up within the SLA period, the order may be canceled. Don’t worry! You can contact our support team for assistance. Help Center.
- You can find the driver’s contact details by clicking "View Logistics" — the driver’s name and phone number will be displayed.
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To ensure the correct parcel is picked up, sellers need to follow the following step when handover the parcel to driver:
- show and confirm the pickup code with the driver before handing over the package. The pickup code is located at the top right.
- ensure the correct driver comes to pick the correct parcel to the correct buyer address by checking information on the AWB with the information on the driver's app
- ensure the driver scan 'pickup success' status on the driver's app before leaving
How do I reschedule pickup?
If needed, pickup can be rescheduled once：Step 1: go to order and select More action > Reschedule Pickup
Step 2: select a new pickup schedule and input information of date, time, and reasons.⚠️ Important:
- The system will only allow reschedule only 1 time
- 'Reschedule day' is limited to only the order received date and the following day.
- 'Time' options are available only within the shipping provider's operating hours.
You can check your rescheduled information by More action > View Reschedule Pickup.
FAQ
No | Questions | Anwers |
1 | What are the fees for Instant Shipping? | Merchants are not required to pay any additional fees to activate the Instant service. For buyers, Instant service is generally more expensive than other shipping methods such as Standard. However, during the initial phase, certain shipping fee discounts will be offered as part of our user growth (UG) strategy. |
2 | Can I choose my own courier? | Not yet - will stick to [Logistic Partner] for Instant for now |
4 | Is COD supported by TTS Instant service? | Yes, COD can support Instant service. |
6 | What happens after I print the shipping label? | After print the label you need to pack your orders. After packing, click "Arrange Shipment" to request pickup. The rider will contact you and collect the order. |
7 | What should I check before handing over the package to the courier? | Ensure the pickup code with the driver before handing over the package. The pickup code is located at the top right. |
8 | Will the courier scan a barcode during pick-up? | No. The shipping label does not have a barcode, and the courier will press the “Pick Up” button in their app to confirm the collection. Make sure they do this on-site in real-time. |
9 | What if the courier does fake pick up (courier never comes to seller place to pick up package but already change the status to "Picked Up")? | Create CS ticket to Seller Center |
10 | What should I do if there is no courier coming? | The system will automatically find a new driver until TTS cancels. |
11 | Can I reschedule my pick up? | Yes, you can reschedule 1 time with pick up time until maximum Auto Cancel deadline time |
12 | What will happen when there is a returned package due to failed delivery to buyer? | Make sure you get the return package. If not, you can create a CS ticket to Seller Center the driver cancels the order After that, the order will be cancelled and no shipping fee charged to Seller's wallet. No extra fee will be charged by the drivers. |
13 | Can I enable for specific products? | If a seller enables the multi-warehouse option, logistics settings can only be configured at the warehouse level. If the multi-warehouse option is not enabled, the seller can still set logistics options at the product (PID) level. |
14 | How to find a new driver for instant if the driver can't be contacted or seems to not move? | Finding a new driver will not allow. In case of late pickup, the system will automatically assign the task to the new driver. In case of any issues, sellers can contact CS for further assistance. |
15 | Can Buyer cancel during delivery? | Buyers can NOT cancel the order right after seller RTS. |