(From left) BEST Inc Malaysia director Gavin Lu, City-Link Express chief executive officer Ronald Tan, Flash Express project management head Max Mao YiFei, Shopee Malaysia director Cheng Xun Chua, GDEX chief operating officer Chong Hui Chuen, Ninja Van Malaysia country head Lin Zheng and SPX Express director Cheah Lee Sun at the MoU signing ceremony on Sept 24.
ONLINE shopping and e-commerce platform Shopee has officially signed a memorandum of understanding (MoU) with leading logistics providers to enhance service excellence for sellers and consumers.
This move reiterates the company’s On-Time Guarantee programme that assures prompt delivery times to achieve greater customer satisfaction.
This collaboration, with logistics companies such as BEST Inc Malaysia, City-Link Express, Flash Express, GDEX, Ninja Van Malaysia and SPX Express, marks a significant step in strengthening the delivery services in the country, which enhances the overall user experience with more reliable, efficient and timely deliveries.
With Malaysia’s e-commerce market expected to grow by 12.8% this year, reaching US$11bil (RM45.3bil), this partnership showcases Shopee’s role as a growth driver in the sector.
In 2023, the market grew by 15%, reaching US$9.8bil (RM40.3bil), reflecting the increasing consumer preference for online shopping and the significant potential for continued expansion.
By collaborating with third-party logistics partners, Shopee aims to enhance service excellence for both sellers and consumers across Malaysia, optimising every point in the delivery chain to ensure shorter delivery times and improved logistics efficiency.
Data shows that, in South-East Asia, 80% of respondents would shop online more frequently if packages were delivered on time and 80% of Malaysian respondents echoed the sentiment.
“This MoU reflects our commitment to make e-commerce as accessible and as convenient for everyone,” says Shopee Malaysia director Cheng Xun Chua.
“By partnering with leading logistics players, we aim to set new standards in delivery efficiency, especially as our year-end festive seasons are approaching.
“The On-Time Guarantee initiative is another testament to our ongoing effort in implementing new practices to meet and anticipate the needs of both our buyers and sellers, and helping Malaysian businesses to expand beyond their state.”
City-Link Express chief executive officer Ronald Tan shares that this collaboration will enhance his company’s ability to reach more customers nationwide, and offer faster and more efficient delivery services.
“We are thrilled to be part of this milestone and look forward to contributing to Shopee’s growth and delivering greater value to its customers,” he says.
GDEX chief operating officer Chong Hui Chuen says, “This partnership is built on mutual trust and shared goals of improving logistics performance and delivery times.
“By working together, we can leverage each other’s strengths to enhance the overall delivery ecosystem in Malaysia. We are excited to embark on this journey with Shopee and other logistics partners.”
On-Time Guarantee
Shopee’s On-Time Guarantee programme is part of the company’s commitment to high service quality, promising timely delivery services for all Malaysians.
The initiative has seen approximately 95% of orders delivered within the promised timeframe to date, with users receiving an RM5 voucher for any delivery delays.
By improving delivery efficiency and consistency, Shopee not only meets customer expectations but also contributes to Malaysia’s digital economy, especially for Micro, Small and Medium Enterprises (MSMEs).
This is done by connecting them to a wider audience across East and West Malaysia while ensuring positive user experiences that foster loyalty and repeat business.
As Malaysia’s leading e-commerce platform, Shopee is gearing up for the upcoming year-end festive season by strengthening logistics capabilities to handle the expected surge in orders.
This year, with the bolstered logistics network and On-Time Guarantee programme, the company is poised to deliver exceptional value to customers while providing sellers with the logistical support they need to thrive in an increasingly competitive market.
For more information on Shopee’s On-Time Guarantee programme, visit https://shopee.com.my/m/on-time-guarantee
