last updated on August 29th 2025

Complete guide to Quiqup's last-mile delivery operations, covering forecasting requirements, collection protocols, delivery processes, and support procedures for all service types.

Quick Links

• Forecasting Requirements
• Collection Guidelines
• Order Specifications
• Order Tracking and Reporting
• Next Day and Same Day Delivery
• 4-Hour Delivery
• Return Order Protocols
• B2B Orders
• Compensation Requests
• Operational Changes
• Customer Support
• Finance

Forecasting Requirements

Timeline: Submit forecasts 2 weeks before month start (regular periods) or 6 weeks before peak periods.

Regular Period Forecasting

Share your monthly forecasts two weeks prior to the start of each month for optimal capacity planning.

• Missing forecasts: We'll use your daily average from the past 3 months
• Unexpected volume increases: might not be accommodated without prior notice

Peak Period Forecasting

Submit forecasts at least 6 weeks (1.5 months) before these high-demand periods:

• Valentine's Day
• Ramadan
• Eid al Fitr and Eid Al Adha
• Back To School period
• November and December (White Friday, Singles' Day, Cyber Monday)

Result: Advanced planning ensures seamless service during your busiest periods.

Collection Guidelines

Timeline: Orders must be ready within 15 minutes of agreed collection time.

Packaging Requirements

All orders must follow our packaging guidelines before collection.

• Non-compliant orders: Will not be collected
• Forward and return orders: Both require proper packaging
• Quality assurance: Protects your products during transit

Collection Process

1. Mark as ready: Update orders to "Ready for Collection" in Quiqdash
2. Prepare for pickup: Have orders ready within 15 minutes of collection time
3. Courier arrival: Couriers arrive during your agreed collection window
4. Address clarification: Couriers contact you if pickup details need clarification

Collection Timeframes and Consequences

Access Requirements

• Gate passes: Share daily and return passes at agreed times
• Access coordination: Ensure courier entry to your premises
• Contact availability: Remain reachable during collection windows

Order Specifications

Packaging and Sticker Requests (for more details)

Quiqup Pouches

Request pouches through customer support with:

• Required quantity
• Size specifications
• Delivery timeline

Special Handling Stickers

Contact your account team or customer support for stickers indicating:

• Fragile orders: Special handling throughout delivery journey
• Office addresses: Business hours delivery only
• Temperature-sensitive: Air-conditioned vehicle transport

⚠️ Important: Temperature requirements must be communicated to your account team before operations begin and incur additional charges for handling

Special Handling Protocols

Order Tracking and Reporting

Timeline: Report discrepancies within 24 hours of collection.

Real-Time Tracking

• Quiqdash access:View order state transitions and complete history
• Status updates: Real-time visibility into your order progress
• Historical data: Access past order information and patterns

Discrepancy Reporting

After order collection, check Quiqdash for collected orders and report any issues:

1. Check "At Depot" status: Verify collected order count
2. 24-hour window: Report discrepancies within one day
3. Reference point: "At Depot" count is the official record

What happens next: Our team investigates and resolves discrepancies promptly.

Next Day and Same Day Delivery

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Dispatch Schedules

Next Day Orders

Dispatched the following day after collection:

• Dubai, Sharjah, Ajman, UAQ, RAK, Fujairah: Starting 8:00 AM
• Abu Dhabi & Al Ain: Starting 10:00 AM

Same Day Orders

Dispatched on collection day:

• Dubai, Sharjah, Ajman: Starting 4:00 PM
• Abu Dhabi: Starting 5:30 PM

Service Coverage

Check our delivery coverage areas for complete zone details.

• Non-serviceable areas: Orders dispatched in next available window
• Remote areas: Thursday or Sunday delivery (whichever is earliest)
• Free zones: Not serviced by Quiqup

Special Scenarios

Failed Delivery Process

First Failed Attempt

• Order returned to warehouse
• Redispatched next day with standard dispatch times
• Only redispatched if address is correct and no cancellation requested

Second Failed Attempt

• Order marked on hold
• WhatsApp communication with customer within 48 hours
• Customer options: reattempt or return to origin
• No response after 48 hours triggers client communication
• 24-hour client response window, then automatic return to origin

Third and Final Attempt

• Confirmed reattempts get one final delivery attempt
• Failed third attempts result in return to origin
• Client informed that no further attempts will be made

Proof of Delivery

Couriers upload delivery confirmation based on instructions:

• Non-in-person delivery: Photo of door and parcel
• ID verification required: Photo of parcel plus copy of Emirates ID
• COD orders: Payment receipt plus door and parcel photos

4-Hour Delivery

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Booking and Assignment

Service Coverage

• Dubai serviceable areas only
• Non-serviceable orders: Cancelled after client communication
• Alternative options: Next day or same day delivery offered

Note - see our service coverage for more details

Collection Process

Order Collection Requirements

1. Courier assignment: Immediate dispatch to your location
2. 10-minute readiness: Order must be ready for handover
3. Failed collections: Orders not ready within 10 minutes are failed
4. Address verification: Drop-off location checked for completeness

Address Completeness Requirements

Note - if the courier cannot obtain a full and complete delivery address through client or customer notification, the collection will be failed

Delivery Process

Doorstep Delivery Protocol

• Leave at door requests: Order left with photo proof
• In-person delivery: 10-minute customer contact attempt
• Failed deliveries: Returned to client for potential reattempt

Reattempt Process

Failed 4-hour deliveries are returned to you. To reattempt:

1. Mark order as "Ready for Collection" in Quiqdash
2. Follow standard 4-hour dispatch protocol
3. Same collection and delivery requirements apply

Return Order Protocols

Collection Scheduling

Standard Collection

Return orders marked "Ready for Collection" before 12:00 AM get next-day collection attempts.

Special Scheduling

Failed Collection Management

First Failed Attempt

• Standard failure: Reattempted next dispatch window
• Customer cancellation: 24-hour WhatsApp verification, then call attempt, then client communication
• No response: Order cancelled

Second Failed Attempt

• Order placed on hold
• Customer contacted via WhatsApp for reattempt confirmation
• 24-hour response window, then call attempt
• Client communication triggered if no customer response

Third and Final Attempt

• Attempted only if confirmed by customer/client
• Failed third attempts result in order cancellation
• Client informed of cancellation

Collection Protocol

Courier Collection Process

1. Order receipt: Courier takes order as handed over by customer
2. Packaging: Order placed in Quiqup pouch (if size permits) and sealed
3. No inspection: Order contents not checked by courier
4. Proof of collection: Photo evidence uploaded

Note: We assume the order handed over matches what you expect to be returned.

Return to Client Process

• Warehouse segregation: Orders sorted by your designated return destination
• Return schedule: Next available dispatch window
• Exceptions: Office addresses on weekends, remote areas, free zones
• Free zone returns: Return gate pass required from client
• Proof of return: Signed manifest uploaded as confirmation

B2B Orders

Account Setup Requirements

B2B orders require a dedicated account setup separate from your regular delivery account.

• Contact your account manager to request B2B account creation
• Dedicated login: Separate Quiqdash access for B2B orders
• Specialized processing: Different handling for commercial deliveries

Order Creation Process

1. Login: Access your dedicated B2B Quiqdash account
2. Order placement: Select "Next Day Order" option
3. Parcel specification: Each box needs individual airway bill
4. Preparation: Mark as "Ready for Collection" when prepared

Collection Process

Large Order Information Required

When emailing for large B2B orders, include:

• Order number
• Total number of boxes
• Pallet requirements (if applicable)
• Special handling needs

Delivery Schedule and Documentation

Delivery Timing

• Morning delivery: Daily deliveries to commercial locations
• Receiving windows: Aligned with each location's designated times
• Business focus: Optimized for mall and store operations

Proof of Delivery

• Delivery confirmation: Uploaded to your Quiqdash account
• Signed documents: All delivery receipts stored on platform
• Record access: Complete documentation available for your records

Operational Changes

Change Request Process

For modifications to your operational setup after going live:

1. Contact your Account Manager with change details
2. Provide 1-month advance notice minimum
3. Await feasibility assessment from Quiqup team
4. Receive confirmation of change implementation

Common Operational Changes

• Collection location updates
• Collection timing modifications
• Service level adjustments
• Coverage area changes

What happens next: We assess feasibility and provide implementation timeline for approved changes.

Customer Support

Availability: 7 days a week, including public holidays

Support Channels

Ticket Submission

Clients can submit tickets directly from Quiqdash by using the yellow help icon in the bottom right of the page or logging in to support.quiqup.com. Detailed procedures for raising tickets available in our ticket submission guide.

Proactive Communication

Automated Notifications

Customer Communication

Service Level Targets

Finance

Invoicing

Billing frequency follows your signed agreement. You'll receive an email from dubaifinance@quiqup.com the next day after each billing period containing:

1. Invoice: Delivery fees plus VAT, broken down by service type
2. Delivery Report (Excel): Completed orders and fees charged
3. Credit Note: COD amounts collected on your behalf
4. COD Schedule (Excel): Listing all COD orders

Note: All charges reconcile directly with the Invoice and Credit note provided.

COD Payout Process

COD payouts are processed only after your credit note confirmation unless specified otherwise in your contract.

Confirmation Process

1. Review documents: Check invoice and credit note from dubaifinance@quiqup.com
2. Request payout: Click "Process COD Transfer" when ready
3. Payout inclusion: Payment included in next payout cycle

Payout Schedule

Note: Public holidays excluded. Historical credit notes available in Quiqdash Finance section.

Payment Terms

Payment terms follow the conditions in your signed client agreement.

Bank Transfer Payment Method

Make payments directly to RAKBANK using these details:

⚠️ Important: Always include your invoice number in the payment reference for proper matching.

Account blocking: Accounts are blocked if payment due date passes without settlement to ensure proper credit control.

Card Payment Method

Invoices are automatically charged to your saved card on the day they are due.

• Card requirements: Valid card with sufficient funds on your portal
• Payment confirmation: Receipt sent once processed successfully
• Failed payments: Email sent to update card details

Failed Card Payment Process

Note: We do not accept cash or cheque payments. Only bank transfer to our RAKBANK account or card payment for enrolled clients.

Compensation Requests

Timeline: Submit claims within 5 calendar days of order completion

Claim Submission Process

1. Submit via Quiqdash: Raise a ticket with our support team
2. Timeline requirement: 5 calendar days after order completion (unless contractually specified otherwise)
3. Internal review: Claims reviewed and investigated
4. Resolution: Credit note issued if Quiqup liability confirmed

Damaged Returns

• Immediate reporting: Report damage when receiving returned orders
• Acknowledgment required: Confirm damage upon receipt
• Documentation: Photo evidence recommended

Liability Information

Complete liability details available in Section 12 of our Terms of Service document.

What happens next: Approved compensation requests result in credit notes applied to your invoice.