What if I can’t find a delivery rider? How do I toggle manual booking for a Webshop order?

What if I can’t find a delivery rider? How do I toggle manual booking for a Webshop order?

Experiencing Rider Shortages? Is rider allocation taking too long? Is the rainy season affecting order fulfillment?

Currently, when a customer places an order for delivery, the klikit app automatically books a rider from GrabExpress. Most orders are fulfilled smoothly, but during typhoons, peak hours, or holidays, rider shortages can occur.

To prevent order delays, you can switch to manual booking if no rider is found within 15 minutes.

How will I know if no rider has been found?

The klikit app will ring with a notification sound if no rider has been found after 15 minutes. This will notification should be used by your team to check the order/s that may need manual booking.

What do I do if no rider has been found? How do I switch to manual booking for a Webshop order? 

1. On the klikit Order Dashboard (either the app or web-app), look for the order that needs to be switched to manual booking.
2. Click on the Rider Allocating or Finding Rider button

3. Select "Yes" to switch to manual booking


4. Book a rider manually using an alternative service like Lalamove, GrabExpress, or your own fleet.

5. On the klikit Order Dashboard, update the order status once the order has been completed.
  • Note: If the order could not be fulfilled, please contact klikit Support to cancel the order.

How do I manage refunds?

klikit will process refunds to the business or the staff that paid for the manual booking through the Delivery Refund Form. If the customer booked the rider, they may request for a refund through the Customer Delivery Refund Form.

For more details on the refund process, see the article here.


Can you help me manage peak season rider shortages to reduce the manual bookings handled by my team?

To help both klikit and your team scale effectively during peak seasons, we’re introducing optional webshop delivery adjustments:

  1. Put Up a Warning Notice: A banner will inform customers of possible delivery delays and recommend pickup.
  2. Set a Smaller Delivery Radius: The delivery radius will be reduced from 7 km to 2 km to improve fulfillment rates.
  3. Implement a Temporary Delivery Shutdown: Customers will only be able to place orders for pick-up, not for delivery.

These settings are optional and can help reduce your team’s workload or keep manual bookings manageable.

If you’d like to enable any of these adjustments, please contact klikit Support Team or your Customer Success Manager (CSM).


Want to switch delivery methods anytime? Need more flexibility in how you fulfill your orders? 

How It Works

  1. Inform our support that you want to enable the toggle feature.

  2. After that, you can toggle the default delivery mode between self-delivery and 3PL delivery in device settings.

Key Rules

  • The toggle is only visible when both manual delivery and 3PL (Uber Direct or Grab Delivery) settings are enabled.

  • The setting will only work for future orders.



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