Question 1

Tôi bị khoá tài khoản thì làm sao

Accepted Answer

In case the Partner's account is locked because he hasn't applied the decal, the Partner needs to go to the office to receive the decal, paste the decal and take an authentic photo, then the account will be reopened within 1 to 3 working days.

Question 2

Tôi bị khoá tài khoản do chưa dán decal?

Accepted Answer

In case the Partner's account is locked because he hasn't applied the decal, the Partner needs to go to the office to receive the decal, paste the decal and take an authentic photo, then the account will be reopened within 1 to 3 working days.

Question 3

What do I need to do to switch to another vehicle?

Accepted Answer

Partners please prepare registration papers and pictures of the vehicle you want to change to the office for assistance in changing information.

Question 4

Số sao trên app tài xế giảm có ảnh hưởng gì đến tài khoản của tôi không?

Accepted Answer

In case the star rating is reduced, it will affect the number of applications, the Partner's reward program. To improve, Partners need to encourage customers to rate 5 stars for their next orders.
Always maintain the average number of stars > 4.7 to ensure your order benefits.

Question 5

What should I do if the customer requests loading and unloading but has not requested any accompanying service?

Accepted Answer

The Partner can negotiate with the Applicant on the additional charge of bulky goods according to AhaMove's price list, details can be found

Question 6

What should I do if the authorities seize my goods and vehicle?

Accepted Answer

Partners please contact the shipper for handling. In case, the Partner does not bring the vehicle documents, the Partner will be fully responsible.

Question 7

How long do I have to refund the goods for a failed order?

Accepted Answer

For truck and tricycle partners, there is no specific return time. Partners please contact the sender and schedule a suitable return time.

Question 8

What should I do if a customer wants to change the delivery address on the app?

Accepted Answer

Customers wishing to change the delivery address different from the actual address displayed on the app when receiving the order, the Partner should contact and negotiate the difference fee (5,000 VND/km) with the Orderer:

Case 1 - The orderer agrees: The partner collects the money and executes the order and updates the status as usual.

Case 2 - The orderer does not agree: Partner negotiates but the customer does not agree, Partner notifies sender and receiver of the refund and updates the correct status.

Question 9

How does Ahamove calculate the commission?

Accepted Answer

Partners refer to commission and tax discount as follows:
- Commission: 20%
- Tax: 3.6%

Question 10

Why can't I see the order?

Accepted Answer

For those cases where the order is not visible, the Partner please check the following issues:
- At the moment, whether the customer has a need to order or not the area that he is standing in -> Move to other areas
- The application is in the old version -> update to the new version
- Star rating rate and cancellation rate In addition to the above cases or related to the account, Partners please respond to the company according to the following instructions: You can directly message the support staff at the Zalo groups or Send email to: support@ahamove.com

Question 11

Which provinces/cities does Ahamove currently provide services in? And where can I register?

Accepted Answer

Văn phòng hỗ trợ:

Hà Nội: Tầng 9, Tòa nhà Mipec, số 229 Tây Sơn, Phường Ngã Tư Sở, Quận Đống Đa, Hà Nội
Thành phố Hồ Chí Minh: Tầng Trệt, Tòa nhà Rivera Park, 7/28 Thành Thái, Phường 14, Quận 10, Thành phố Hồ Chí Minh
Bình Dương: 157C Chòm Sao, Xã Hưng Định, Thành phố Thuận An, Tỉnh Bình Dương.
Đồng Nai: 4/7 Nguyễn Bảo Đức, Phường Tam Hiệp, TP. Biên Hòa, Đồng Nai.
Hải Phòng: 74 Nguyễn Tất Tố, P. Kênh Dương, Q. Lê Chân, Hải Phòng
Đà Nẵng: 66A Lê Đình Lý, Phường Thạc Gián, Quận Thanh Khê, Thành phố Đà Nẵng
Các tỉnh thành khác: Đối tác vui lòng để lại thông tin TẠI ĐÂY

Thời gian hỗ trợ: Từ thứ 2 đến thứ 6 hàng tuần.

Sáng: 8h30 - 11h00
Chiều: 13h00 - 17h00

Tổng đài hỗ trợ: 1900545411

Question 12

Tôi bị khoá tài khoản thì làm sao

Accepted Answer

In cases where the account is locked, please follow the instructions at the lock screen to open the account. In case the Partner needs further assistance or advice, please contact the Hotline 1900 54 54 11. In addition, there will be cases where the account is permanently locked and the cooperation is stopped due to a violation of the Quality Assurance Regulations. amount of AhaMove.

Question 13

Which policy/ challenge am I in? Am I eligible for any reward? When do I receive my reward?

Accepted Answer

For more information on rewarding policy/ challenge, please refer to the Progress Tracker feature availabled on our driver app.
Learn more about our progress tracker feature at: https://ahamove.com/theodoithanhtichahamove
Learn more about our challenge feature at: https://ahamove.com/tinh-nang-thu-thach/
Further details on challenge duration and reward are available under every challenge information

Question 14

What benefits do I get as a driver of Ahamove?

Accepted Answer

When becoming an Ahamove Driver, Partners will receive many attractive offers from different brands and industries. For details, please go to Track Achievements > My Offers to use!

Question 15

What do I need to prepare to register as an Ahamove driver?

Accepted Answer

Partners please prepare the following documents:
- Original identity card/citizen identity card
- License
- Vehicle registration certificate
- Criminal record/Certificate of no criminal record/Household book
- Certificate of vaccination (at least 01 dose)

Question 16

How to register to become an Ahamove driver? And what do I need to prepare?

Accepted Answer

Registering for a Motorcycle Partner: Click here
Registering for a Truck Partner: Click here

Question 17

Tôi nhận được cảnh báo đơn hàng hoàn thành sai quy trình?

Accepted Answer

Partners who receive a warning that an order has been completed incorrectly should note the following cases:
- The partner ensures that the order process is followed correctly, in the following cases: click Picked up when Not picked up, not yet delivered to customers who clicked Success/Fail, didn't take delivery but still clicked Success/Fail Failure, Update order status at wrong time or location,.. Violating partners will apply sanctions according to clause A2 of the Quality Assurance Regulations (Reference link below)
- If the customer requests to change the address or the location is wrong, the Partner may ignore that warning.

Question 18

Số sao trên app tài xế giảm có ảnh hưởng gì đến tài khoản của tôi không?

Accepted Answer

In case the star rating is reduced, it will affect the number of applications, the Partner's reward program. To improve, Partners need to encourage customers to rate 5 stars for their next orders.

Always maintain the average number of stars > 4.7 to ensure your order benefits.

Question 19

Đơn thất bại tôi đã hoàn trả hàng cho người gửi nhưng tại sao tổng đài lại khóa tài khoản của tôi với lý do quá 4 giờ không thực hiện hoàn trả hàng?

Accepted Answer

For a failed return order, after a failed click, the Partner is required to return the item and take a photo to confirm the return. In case the Partner has returned the goods but more than 4 hours after the failed click, the refund status has not been updated and the refund confirmation photo will be locked, the Partner please go to the order history and select the correct order code have not completed the process and added the missing steps, then contact the hotline 1900 54 54 11 for assistance in opening an account.

Question 20

Với đơn hàng thất bại tôi cần làm gì?

Accepted Answer

After contacting the recipient for 15 minutes, at least 3 calls, the Partner please contact the sender again to notify. If the sender is still unable to contact the recipient, the Partner will notify you of the return of the goods. The partner updates the failure status and returns the goods within 4 hours.

When returning to return the goods, the Partner collects the first-time shipping fee (if not yet) and the advance (if any) and takes a photo to confirm the return of the goods is the address/house number of the consignor. If the Partner takes the wrong photo or does not take a photo when the complaint occurs, a fine of VND 1,000,000 and 100% of the order value will be imposed.

Question 21

Tôi bị bom hàng?

Accepted Answer

When Partner are cheated, the Partner needs to contact the Hotline 1900 54 54 11 for instructions on handling. Partners should absolutely not advance money according to notes or arising out of the customer's side to minimize risks during the application process. Support policy in case of single bomb/explosion is: 80% up to 3,000,000 VND/unit.

Question 22

What should I do if a customer wants to change the delivery address on the app?

Accepted Answer

Customers wishing to change the delivery address different from the actual address displayed on the app when receiving the order, the Partner should contact and negotiate the difference fee (5,000 VND/km) with the Orderer:

Case 1 - The orderer agrees: The partner collects the money and executes the order and updates the status as usual.

Case 2 - The orderer does not agree: Partner negotiates but the customer does not agree, Partner notifies sender and receiver of the refund and updates the correct status.

Question 23

What should I do if the customer does not book the bulky item service, but the goods exceed the standard size?

Accepted Answer

For basic services, the allowed goods size is 50x40x50cm, under 30kg. If this is exceeded, the Partner may negotiate with the creator of the bulky goods surcharge in accordance with the following provisions:

Level 1: 60x50x60cm (maximum 40 kg): 10,000 VND
Level 2: 70x60x70cm (maximum 60kg): VND 20,000
Level 3: 90x70x90cm (maximum 80kg): 40,000 VND
If the negotiation fails or the Partner does not have a bulky delivery device available, the Partner can cancel the order himself and take a photo of the authentication according to the instructions on the application without clicking `Picked up.

Question 24

What should I do if the customer does not allow me to check the goods?

Accepted Answer

When receiving the goods, the Partner please check the eligible goods before being delivered, if the customer does not agree to the inspection and the Partner suspects any abnormal signs, please refuse and contact the hotline 1900 54 54 11 for support.

Question 25

What should I do if the customer asks me to wait?

Accepted Answer

Maximum specified waiting time: 15 minutes
Note The partner needs to explain to the customer about the company's stipulated time.
If the customer requests to wait more than the specified time, the Partner has the right to refuse delivery.
The partner needs to notify the sender and return the goods

Question 26

Are Ahamove's goods typically bulky?

Accepted Answer

Size of goods regulated by Ahamove: no more than 50x40x50cm and weight not more than 30kg.
For 4H service: no more than 32x12x25cm and under 5kg per package.
In addition, for goods with a larger size than specified, the Customer will order an additional service called HUGE DELIVERY to support additional fees for the Partner.

Question 27

How is the income calculated?

Accepted Answer

Earnings will depend on the actual orders that the Partner makes. Besides, when receiving orders, Ahamove will deduct the total tax and commission discount of 21.2% for HUB orders, which is 26.7%. After deducting taxes and commissions, the Partner will receive the remainder. Partners will receive cash directly or pay via account. Service fees are deducted directly by Ahamove through the Partner's account.

Question 28

Why can't I see the order?

Accepted Answer

For those cases where the order is not visible, the Partner please check the following issues:
- At the moment, whether the customer has a need to order or not the area that he is standing in -> Move to other areas
- The application is in the old version -> update to the new version
- Star rating rate and cancellation rate In addition to the above cases or related to the account, Partners please respond to the company according to the following instructions: You can directly message the support staff at the Zalo groups or Send email to: support@ahamove.com

Question 29

Why is the order displayed on the notification bar, but not acceptable?

Accepted Answer

To receive orders, the Partner has only 3 methods: Automatically receive orders Orders Accept orders. For orders on the notification bar of the phone, the Partner will not accept.

Question 30

What should I do to improve the accuracy of my location on the app, which is currently off by a certain distance?

Accepted Answer

For orders that differ from the actual distance, the Partner please continue to execute the order and when the delivery is complete, the Partner clicks on the order report for the system to check and support.

Question 31

What should I do if the customer does not allow me to inspect the goods?

Accepted Answer

When receiving the goods, the Partner please check the eligible goods before being delivered, if the customer does not agree to the inspection and the Partner suspects any abnormal signs, please refuse and contact the hotline 1900. 54 54 11 for support

Question 32

What should I do if the customer does not allow me to inspect the goods?

Accepted Answer

When receiving the goods, the Partner please check the eligible goods before being delivered, if the customer does not agree to the inspection and the Partner suspects any abnormal signs, please refuse and contact the hotline 1900. 54 54 11 for support

Question 33

Which provinces/cities does Ahamove currently provide services in? And where can I register?

Accepted Answer

Văn phòng hỗ trợ:

Hà Nội: Tầng 9, Tòa nhà Mipec, số 229 Tây Sơn, Phường Ngã Tư Sở, Quận Đống Đa, Hà Nội
Thành phố Hồ Chí Minh: Tầng Trệt, Tòa nhà Rivera Park, 7/28 Thành Thái, Phường 14, Quận 10, Thành phố Hồ Chí Minh
Bình Dương: 157C Chòm Sao, Xã Hưng Định, Thành phố Thuận An, Tỉnh Bình Dương.
Đồng Nai: 4/7 Nguyễn Bảo Đức, Phường Tam Hiệp, TP. Biên Hòa, Đồng Nai.
Hải Phòng: 74 Nguyễn Tất Tố, P. Kênh Dương, Q. Lê Chân, Hải Phòng
Đà Nẵng: 66A Lê Đình Lý, Phường Thạc Gián, Quận Thanh Khê, Thành phố Đà Nẵng
Các tỉnh thành khác: Đối tác vui lòng để lại thông tin TẠI ĐÂY