Belibeli FAQ

1. General Questions

Q: What is Belibeli?
A: Belibeli is a Malaysian platform connecting merchants with customers and providing access to delivery services. We make it easy for businesses to list products and services so customers can order and receive deliveries.

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Q: Does Belibeli take a percentage of sales?
A: No. Merchants pay only a subscription fee—RM99 per month or RM999 per year. There are no commissions or hidden fees.

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Q: Can I use Belibeli anywhere in Malaysia?
A: Yes. We are expanding nationwide. Service availability depends on merchant and rider presence in each area.

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2. Merchant and Subscription

Q: How do I become a merchant on Belibeli?
A: You can join Belibeli in two ways:

1. Apply on the web

   • Click here to start your application.

   • Upload your business information and submit.

   • After approval, download the Belibeli Merchant App for Android [download here] and start adding your products and selling.

2. Apply through the Super App

   • Open the Belibeli Super App and go to Profile → Application.

   • Choose your category (e.g., food merchant) and upload the required information.

   • After approval, download the Belibeli Merchant App for Android [download here] and start adding your products and selling.

Tip: Download the app now to make your first listing and start receiving orders immediately.

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Q: Can I cancel my subscription anytime?
A: Yes. Subscriptions are non-refundable, but your account remains active until the end of the paid period.

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Q: What happens if I do not renew my subscription?
A: Your listing will be hidden from the platform. Once you renew, your business will be visible again.

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Q: What happens if I miss a renewal period?
A: If your account expires and you miss some days, you can renew anytime. The new subscription period starts from the day you pay. There are no penalties for missed days.

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Q: Can I edit my menu or product listings after joining?
A: Yes. You can update your products, prices, and descriptions anytime through your merchant dashboard. Changes go live immediately.

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Q: Can I temporarily pause my listing?
A: Yes. You can temporarily hide your listing for a day or more. No fees or penalties apply.

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Q: Can multiple outlets share one subscription?
A: Each outlet requires a separate subscription to ensure accurate tracking and delivery.

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Q: What support is available if I face operational issues?
A: Our support team is available via chat, email, or call to assist with any platform or delivery questions.

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3. Orders and Payments

Q: How do customers place orders?
A: Customers browse listed merchants, select items, and place an order. The merchant confirms and prepares the order for pickup or delivery.

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Q: How do merchants receive payments?
A: Merchants have two options and can choose one or both:

1. Cash on Delivery / QR Pay on Delivery

   • The rider collects payment directly from the customer on the spot.

   • There are no fees and no waiting for payment.

2. Belibeli Wallet

   • Customers can top up using FPX.

   • The payment goes into the merchant or rider wallet and can be withdrawn anytime.

   • Bank processing takes 20 to 48 hours depending on the bank. A 3% banking fee applies.

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Q: Can I offer promotions or discounts?
A: Yes. Merchants can run discounts or bundle promotions directly through their dashboard.

 

Q: How do I manage high-volume days?
A: You can temporarily adjust stock or availability in the dashboard and communicate expected delays to customers.

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4. Refunds and Cancellations

Q: Can a merchant cancel an order?
A: We encourage merchants to fulfill all accepted orders. If a merchant cannot fulfill an order due to unforeseen circumstances, they can contact the customer and arrange a solution. Belibeli does not charge penalties.

 

Q: Can customers request refunds?
A: Merchants handle refunds directly with customers. Merchants can offer a refund, replacement, or discount at their discretion. Belibeli does not process payments or intervene.

 

Q: What happens if a customer receives the wrong or damaged item?
A: Merchants are responsible for preparing correct and safe items. Riders should check orders before leaving the merchant location if possible. Customers must contact the merchant directly to resolve the issue. Belibeli does not cover costs or intervene. Re-delivery is at the discretion of the merchant and the rider; the platform does not manage it.

5. Delivery and Logistics

Q: How does delivery work?
A: When a customer places an order, it is sent to both the merchant and available riders. Riders can choose to accept the booking. Optionally, merchants can also view and receive bookings directly through their merchant app.

 

Q: How are delivery fees calculated?
A: Delivery fees are calculated based on distance between the merchant and the customer. The fee is prorated automatically and paid by the customer.

 

Q: Can I assign a specific rider to my orders?
A: No. Riders choose which orders to accept. The system automatically assigns orders until a rider accepts the booking.

 

Q: What happens if a rider cannot complete a delivery?
A: Once a rider accepts an order, they are responsible for completing the delivery and collecting payment. Merchants do not bear liability. If a rider fails to fulfill the delivery, the merchant can report the issue to Belibeli support, but the platform does not manage re-delivery.

 

Q: What happens if a delivery is delayed?
A: Belibeli does not monitor deliveries. Once a rider accepts an order, it is their responsibility to notify the customer if they are running late. Merchants are not liable for delays and can focus on preparing orders.

 

Q: Are there any penalties for late or incomplete deliveries?
A: Belibeli does not impose penalties on merchants. Once a rider accepts an order, they are responsible for completing it and collecting payment. Merchants are not liable for rider delays or failures. We encourage merchants to maintain good communication with riders to ensure smooth deliveries.

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6. Referral Program

Q: Can I earn by referring merchants?
A: Yes. Refer a merchant and when they subscribe, you earn a commission: RM5 for monthly subscriptions and RM50 for yearly subscriptions.

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7. Rider and Driver Registration

Q: How do I become a rider or driver for Belibeli?
A: You can join Belibeli in two ways:

1. Apply on the web

   • Click here to start your registration.

   • Upload your information and submit.

   • After approval, download the Belibeli Rider/Driver App for Android [download here] and start accepting orders.

2. Apply through the Super App

   • Open the Belibeli Super App and go to Profile → Application.

   • Choose your category (Rider or Driver) and upload the required information.

   • After approval, download the Belibeli Rider/Driver App for Android [download here] and start accepting orders.

Tip: Download the Android app now to start receiving bookings and earning immediately.

 

Q: Can I choose my delivery area?
A: Yes. You can select your preferred working locations.

 

Q: Are there any fees for riders?
A: Yes. To keep your account active and receive unlimited bookings, riders pay a subscription: RM10 per month or RM100 per year.

 

Q: Can I try Belibeli as a rider for free?
A: Yes. You can try the platform for free until you receive your first 5 bookings. After that, a subscription is required to continue receiving unlimited bookings.