Pusat Bantuan
Terms and Conditions for 10 Minute Delivery Feature - Pusat bantuan itemku
The 10-Minute Delivery feature allows sellers to guarantee order delivery within 10 minutes to buyers. Below are the requirements, registration process, and terms of use for this feature.
Registration Requirements
To use this feature, sellers must meet all of the following criteria:
| Criteria | Requirement |
|---|---|
| Store success rate | Above 90% |
| Successful transactions | Minimum 50 transactions in eligible 10-Minute Delivery product categories |
| Average delivery time | 80% of orders in the last 7 days must be delivered under 10 minutes |
Once all criteria are met, submit a feature moderation request on Tokoku. The moderation process takes up to 1x24 hours.
How to Enable and Disable the Feature
If you are unable to deliver orders within 10 minutes, it is recommended to disable the feature temporarily to avoid affecting your store's performance. There are two ways to manage this:
- For all product at once: Tokoku → Store Settings → 10-Minute Delivery → toggle Delivery Guarantee On/Off
- For specific product only: Tokoku → My Product → find the listing you want to manage → toggle Delivery: 10-Minute On/Off
Terms of Use
1. Buyer ID/Nickname Mismatch: If the ID and nickname provided by the buyer in the order details do not match what appears when processing the order → cancel the order.
2. Invalid Delivery Information: If the buyer's ID is missing or cannot be found → the seller may cancel the order.
3. Forgot to Update Order Status: If the order was delivered but the status was not updated and the buyer has requested a cancellation:
- Immediately contact itemku Customer Care and provide proof of delivery within 10 minutes
- Proof must be submitted within 30 minutes of the cancellation — otherwise the report will be considered invalid and the cancellation will remain
Performance Sanctions
itemku conducts daily checks on the performance of sellers using the 10-Minute Delivery feature. If the late delivery rate exceeds 20% or the refund rate exceeds 10%, the following sanctions will be applied progressively:
| Violation | Sanction |
|---|---|
| First | Feature disabled for 3 days |
| Second | Feature disabled for 5 days |
| Third | Feature disabled for 7 days |
| Fourth | Feature disabled permanently |
To help you monitor your store's performance, a warning notification will appear on your Tokoku 10-Minute Delivery page if:
- Your late delivery rate approaches 20%
- Your refund rate approaches 10%