tago-faq
tago fastest local delivery

FAQs


Order Placement

Q: Can I re-order from my previous order?

A: Your orders details will be saved for your future reference. You can select the order (check box) and place fresh order / repeat same order for new date / time.

Q: How can I check my order is placed correct?

A: You will get Email confirmation of order details / SMS confirmation. Please read through it correctly for Destination Pick-up Counter Date / Time.

Q: Can I call Pickup / Delivery Counter for any updates?

A: Delivery Pickup Counter will not know anything about your order until the order is not received by them. He will be able to see same status as you see in your mobile app. If you want to call and inform about your arrival, so that the packet can be kept ready for you – you can surely call and provide order ID to Agent. It can save you few minutes but only in case he has no other customer standing on counter. Orders will be delivered on first come first serve basis.


Change / Cancel Order

Q: Can I make changes to my order?

A: Yes, until the system allows you to do so. Once the option is greyed out it means we have started processing the order and no further changes can be made to it. Normally after Sender drops the packet at pick-up counter this option will be greyed out.

Q: How will you inform me if there is any delay in order delivery?

A: In case of any vehicle breakdown we will soon arrange for another vehicle to complete the deliveries on time. In case of any other event which is out of our control we will send notification to both sender & receiver about the delay and ETA (Estimated Time of Arrival).

Q: I did not get my order, what do I do?

A: If you are wrongly informed about your order status, please let T-A-GO know. We will verify it from our end and rectify it as soon as possible. Once your order is received we would arrange a call back for you from T-A-GO Counter.

Q: How can I check the status of my order?

A: On T-A-GO app there is option on left hand side of screen to link to My Order List , click on it and you can see status of all your orders.

Q: How can I cancel my order?

A: Order Placed – Packet not dropped on Counter: Yes, in this scenario you can cancel the order at no additional cost.

Order Placed – Packet dropped at T-A-GO Counter, but still not left the facility: You can cancel the order will minimum cancellation charges .i.e. 50% of handling charges.

Order Placed – Packet left the facility: Order cannot be cancelled now.

Q: How can I change destination and up to what when?

A: Go to My order list, click on Alter Order (Button) on your Order. If the button is disabled you will not be able to make any alterations.

You can change destination / update order until you drop the packet at pick-up counter.

Once packet is accepted by counter we would not be able to make any changes to order. Automatically the Alter / Update button will be disabled.

You can still cancel the order & place another one for new destination. Refer Cancellation Policy for details.

Q: How can I change time of pick-up?

A: Go to My order list, click on Alter Order (Button) on your Order. If the button is disabled you will not be able to make any alterations.

Yes, you can change pick-up time / update order until you drop the packet at pick-up counter, Kindly note and your delivery time will be adjusted accordingly to fit next available delivery slot.

Once packet is accepted by counter we would not be able to make any changes to order. Automatically the Alter / Update button will be disabled.

You can still cancel the order & place another one for new destination. Refer Cancellation Policy for details.

Q: How can I change delivery slot?

A: Go to My order list, click on Alter Order (Button) on your Order. If the button is disabled you will not be able to make any alterations.

Yes, you can change delivery time / update order until you drop the packet at pick-up counter.

Once packet is accepted by counter we would not be able to make any changes to order. Automatically the Alter / Update button will be disabled.

You can still cancel the order & place another one for new destination. Refer Cancellation Policy for details.

Q: How can I change Insurance Plan?

A: Go to My order list, click on Alter Order (Button) on your Order. If the button is disabled you will not be able to make any alterations.

Yes, you can change to insurance plan / update order until you drop the packet at pick-up counter.

Once packet is accepted by counter we would not be able to make any changes to order. Automatically the Alter / Update button will be disabled.

You can still cancel the order & place another one for new destination. Refer Cancellation Policy for details.

Q: How can I change overnight schedule, what are charges?

A: This will be calculated by the system based upon the deliver slot you pick. For every night that item remains with us we charge overnight charges as below table.

If you do not pick delivery slot, next available delivery slot will be assigned the item. Overnight charges are 50% per night of handling charges.

Pricing

Delivery Plan (as on 17/02/2017) Overnight Night Charges (PER NIGHT) (20% of Delivery Plan)
(A) - ₹ 60 ₹ 12
(B) - ₹ 80 ₹ 16
(C) - ₹ 100 ₹ 20
(D) - ₹120 ₹ 24

Q: How can I change delivery plan (A/B/C)?

A: Go to My order list, click on Alter Order (Button) on your Order. If the button is disabled you will not be able to make any alterations.

Yes, you can change to delivery plan / update order until you drop the packet at pick-up counter.

Once packet is accepted by counter we would not be able to make any changes to order. Automatically the Alter / Update button will be disabled.

You can still cancel the order & place another one for new destination. Refer Cancellation Policy for details.

Q: Can I order for Pick-up from home/office?

A: Nope, as of now we do not provide the option to pick-up from home/office.

Q: What if receiver is not able to pick in assigned delivery slot?

A: Its ok, we understand your needs. Your packet will be safe with us for next 4 days. You can pay additional / overnight holding charges and collect the goods.

Refer Change Delivery Slot for Charges

On Day 3 if order is not picked, sender (email, SMS) & receiver (SMS) will be notified about the same.

On Day 4 – If no response from Sender order will be marked as “THROW AWAY” and destroyed. Once Item is marked “THROW AWAY” staff will open bag and destroy the item. Mostly thrown to garbage bin. No queries will be entertained what so ever once order status is “THROW AWAY” in the system.

Q: What if receiver is not able to pick and I want the order back to origin?

A: Incase receiver is unable to make it please inform us as soon as you come to know about it (& of course before status changes to “THROW AWAY”).

In such case sender needs to pay all dues on current order first. Then book another order to get item back .Contact customer care and inform the same, accordingly return can be arranged.

Registration

Q: Why do I need to register?

A:Registering with T-A-GO will help us track the user in case the recipient does not show up. It helps us keep you update on your delivery.

You can have access to My Account, where you can see your previous transactions and can easily re-use them for future bookings.

In future we will be adding points which you can redeem on your orders.

All offers that we would be coming up will be sent to registered users.

Q: Do I have to necessarily register before booking?

A: If you are sender you will have to register with T-A-GO, which takes less than a minute

If you are receiver you need not register. Remember you will only get SMS notification; you would not be able to track order until you register with T-A-GO.

Q: Why is mobile number mandatory to register at T-A-GO?

A: We will be sending SMS on order confirmation, delivery, etc. to users. Also, there will be OTP generated which will be sent to user. Hence it is necessary to update your mobile number with T-A-GO.

Q: I didn’t get an OTP, what should I do?

A: Don’t worry; wait for some time you would receive it shortly. Click on “Resend OTP” on Order booking Page. OTP will be valid only for 1 minute.

Q: Can I have multiple registrations?

A: Only one mobile number can be registered for one account. There cannot be multiple registrations with a same mobile number. Multiple registrations are possible with multiple mobile numbers but it’s not advisable.

My Account

Q: What is My Account?

A: Basic user profile - Your Name, Registered phone number, address, email id, change password, etc. is available here. You can update in case of any changes.

Q: What if I forgot password, how can I reset my passwords?

A: There is forgot password link on the login page, you can click it. Your new password will be sent to you via email, SMS.

Q: How can I change my password?

A: Login to T-A-GO -> Go to My Account -> Click on Change Password -> Enter your current password in OLD Password box & your desired password in NEW Password box & click save.

Q: I forgot my have changed my mobile number, what should I do?

A:You need to login to T-A-GO

Go to My Account

Remove your current mobile number and enter your new mobile number & click “Save”.

You will receive OTP on your new number.

You will be taken to verification page , please enter the mobile number you received for verification.

Q: I am unable to login, what should I do?

A: This should happen in case your account was deactivated due to some security or inactivity reason. Please reach out to us on cs.pickupcounter@gmail.com and we shall help resolve your issue soon.

Q: How can I update my personal details?

A: You need to login to T-A-GO -> Go to My Account -> Update details as required (Only in case of mobile number update you would receive OTP for verification).

Payment

Q: What are payment options available?

A: Currently we accept all

o Debit cards: All Visa, Master, Amex, Rupay Cards issued in India.

o Credit cards: All Visa, Master, Amex, Rupay Cards issued in India.

o Net banking: If you have netbanking enabled for your bank account you can pay us using that.

o e-wallets / paytm

o T-A-GO Wallet : Yes, you can use cash in your T-A-GO wallet to pay for your next order.

o COD: No, we do not accept cash in any of our counters. You can pay on delivery but the mode of payment would be card / e-wallet.

Q: Is it safe to use my credit card or debit card?

A: Yes, its save as we are using standard gateway which provides utmost encryption during transaction.

Q: Are there any other charges over and above what is mentioned in Invoice?

A: Is Service Tax added over and above?

Service Tax is mentioned in the receipt that is generated for you. No additional charges are levied over and above that.

Q: Can I pay using e-Wallet / Sodexho / Meal Coupon / Voucher?

A: No, we do not accept mean coupons.

Q: My payment for an order failed what should I do?

A: In case your payment fails, you will see appropriate message on screen. Same will be notified to you via SMS / registered email id. If your money is deducted you will get refund in 5 working days.

Q: Can I use multiple payment options for single order?

A: We do not have multiple payment option as of now for single order; you can pay from only one mode of payment.

Delivery

Q: Which are cities T-A-GO is operation as of now?

A: As of now T-A-GO is currently operational only in Pune, Maharashtra. We would let you know as we grow our region.

Q: Do you deliver in my area?

A: T-A-GO is operational if few areas in Pune right now.

Go to Pick-up Counter List on left hand side of screen.

You can either generate list of all pick-up counters in the city

Or you can enter pin code and all nearby pick-up counters list will be visible on your screen.

Q: What are the delivery options available at T-A-GO?

A: T-A-GO does not deliver at home; we deliver to our pick-up counters only.

Q: Do you have Express Delivery?

A: No, as of now we do not have express delivery option. We deliver on same day within city, which itself is very good considering the width the city. At T-A-GO we have fleet of delivery vehicles & team of agents who work efficiently to ensure timely delivery of your goods.

Q: What are delivery slots?

Order Placed in this window Same Location Pick up Slot Remote Location Pick up Slot
From To From To From To
17:00 10:00 17:00 10:00 12:00 21:00
10:00 12:00 10:00 21:00 14:00 21:00
12:00 15:00 12:00 21:00 17:00 21:00
15:00 17:00 15:00 21:00 19:00 21:00

Q: Why do I choose a T-A-GO instead of home delivery?

A: Collection is Easy, Safe and Reliable, Same Day Delivery, Hassel free packing.

Very convenient – Instead of waiting at home for your order to be delivered, you can go to your selected Pick-up Counter and collect you stuff. You would be intimidated by SMS, E-mail once order is ready. Thereby making process quick & easy. You have absolute freedom of selecting your pick-up location, near your office or home.

Q: How will Order recipient come to know about delivery update?

A: SMS will be sent to recipient’s mobile number that was provided by Sender.

SMS / Email will be sent to Sender informing that item is ready for pick-up at counter.

Q: Can order recipient send someone else to pick-up his order?

A: Yes, as far as the person carries recipient’s photo ID Proof for verification. He can pick-up goods on your behalf. Please send photo ID copy / Xerox with SMS that you have received.

Returns

Q: If I receive a damaged, wrong order – how do I return it?

A: Receiver should check the item before leaving the counter, if the item is found damaged. Please hand it over to Agent. He will then takes snaps of the product and send the original product to our Office for verification. Allow us to verify it (will take 3 working days). Upon confirming we shall initiate refund and send you notification SMS / Email accordingly. We will process the refund and add money to your T-A-GO wallet.

I got empty box / with broken seal, what do I do now?

Receiver should check the item before leaving the counter, if the item is not found in the bad or bag is found with broken seal. Please hand it over to Agent. He will then takes snaps of the product and send the original product to our Office for verification. Allow us to verify it (will take 10 working days). Upon confirming we shall initiate refund and send you notification SMS / Email accordingly. We will process the refund and add money to your T-A-GO wallet.

Refunds

Q: Can I claim for refund?

A: Yes, you can claim for refund – We will inform you once refund request is initiated (SMS, email) bank normally takes 15-20 days to process the refund.

Q: Got confirmation that refund being processed, but still hasn’t received it. What do I do?

A: Please drop an email to cs.pickupcounter@gmail.com and we shall update you on the status soon.

Q: Will I be informed once the refund is credited to my account?

A: Yes, you will receive notification in your T-A-GO app once the refund is processed.

Consumer

Q: How can I contact Pick-up Counter?

A: Pick-up Counter contact number / address will be sent in your email. You can reach out to the Agent for any queries related to your order.

Q: What are the working hours of Pick-up Counter?

A: Pick-up Counter will be operational from 10:00 – 21:00, with lunch break of 1 hour in afternoon; the time will vary from location to location.

Q: Can I request the Pick-up Counter staff to deliver my order to my home at additional cost?

A: Nope, Pick-up Counter staff is only supposed to deliver items on Pick-up Counter. We currently do not have home delivery option available.

Other Questions

Q: I am corporate / business entity; can I place my order with Pick-up Counter?

A: Yes, please get in touch with us on our support email id: cs.pickupcounter@gmail.com , drop us a note and we shall get in touch with you soon.

Q: I would like to suggest some thing or give feedback, how can I do that?

A: We will be glad to hear from you, please drop an email with your feedback / suggestion to cs.pickupcounter@gmail.com and we shall get back to you soon.

Q: Whom do I contact for bulk order booking?

A: Please send us an email if it’s above 20 orders on same day, we can get someone from customer service to help you with it.