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FAQ

  • General FAQs
  • FAQs from Customer
  • FAQs from Pilot
  • FAQs from Partner
  • Service-wise FAQs

Q.1 What is Bongo Xpress?

Bongo Xpress is an app based online on-demand logistics solutions provider, actualizing automated logistic networks to connect e/f-commerce businesses and their customers, partners, pilots, and related entities across Bangladesh. By using our app you can rent a truck within seconds, take home/office shifting service from the professionals, on-demand parcel delivery service and complete e-commerce solutions for small and large businesses and we also encourage entrepreneurs for franchise business named “Bongo Bonik”.  

Q2. Is the service of Bongo Xpress available all over Bangladesh?

Only parcel delivery service of Bongo Xpress is available all over Bangladesh and online trucking is available in port and industrial areas of our country. 

Q3.I downloaded the app, and it’s not working

If you want to avail our services, after downloading the app you have to sign up for creating your customer/partner/pilot account. To use our Pilot and Partner App, you need to be verified by our team first. If still you cannot use it, call at our hotline number, our customer care representative will be in touch.

Q4. Who do I call if I have any problem with the service?

Our support team is available 24/7 to help you with any issue you may have. Email at support@bongopress.com or call 09613 600 700

Q5. Who will take the responsibility if any of the goods is damaged?

Bongo Xpress will not be responsible for any kind of damage happening during trips. The service provider (truck owner, partner businesses, pilot) will be responsible for this and Bongo Xpress has nothing to do with it; except connecting you as a customer with the relevant parties for the settlement. To get a better idea please read Article number 14: Limitation of Liability from Terms of Use. 

Q6. Which types of vehicles are available on Bongo Xpress?

We have different types of trucks for light and medium duty such as pickup vans, open truck/wagon and covered vans of 1-3 Tons. For parcel delivery service, we have two wheelers such as motorbike and bicycle.  Depending on your goods you can select the right carrier from our different sizes and types of vehicles. 

Q7. How do I pay? What are the payment options?

We have both COD and online payment options for your convenience. You can pay cash after delivery or pay instant online or through mobile banking during booking. 

Q8. Is my information secure with you?

Our portal is taking the best security measures in place to protect the loss, misuse and alteration of information under control.

Q9. Why does the app ask me to download an update anytime I try to place an order?

This is because we’ve included new features in the app to aid and ease your experience. Kindly heed and download the updates. 

Q10. Does Bongo Xpress provide packing and moving services? 

We do not offer packing and moving service rather we connect the best professional packers and movers with you through our application. Our partner packers and movers will be off your service whenever you need them for home/office relocation.

Q11. My pickup or drop off location was wrong!

In case you have informed a wrong drop-off address when placing your order, you can contact the pilot /Support Team informing the correct address. Please note that delivery charges may change accordingly to the new drop-off address. Or you can change easily by app.

Q12. How can I get a price estimate for my delivery?

You will get the estimated price for your order when you fill in your pickup and drop-off locations in the app.

Q13. Can I schedule an order in advance?

Yes. From the Bongo Xpress homepage of the app, fill in the details of the ride, the date and time of the day you intend for the trip to happen. After these, the app will ask if you’re willing to book, please confirm.

Please note that when scheduling your delivery, your order will get assigned to the pilot only between 30 to 35 minutes before the scheduled time. In case you do not get assigned a pilot, contact our support within the app or Contact support Team 24/7, 09613-600700.

Q1. Who may become a Bongo Xpress’s customer?

Service seeker can be an individual or a company who will take services from our platform. With our dedicated features and advanced technology, we are mainly focusing on automated logistic solutions for entrepreneurs, small businesses, big businesses or industry based trucking solutions. 

Q2. What is the registration process?

Through the Bongo Xpress Android or IOS app, you can easily register as a customer.

  • Download our Trucker365 customer app. 
  • After installing the app put your name, enter your mobile number, set your password and type email ID (not mandatory) and press the signup button. 
  • You can upload a profile picture; though it is not mandatory, it will help us to recognize you easily for security purposes. 

Q3. Are the goods and consignments insured by Bongo Xpress?

No, we do not offer insurance for the goods/materials. We will consider to include insurance service in future depending on your demand. 

Q4. How can I add instructions for delivery?

You can add special instructions in the “Notes” section while booking any trip/task on App. 

Q5. How do I track my trip?

Once the trip starts, you can follow the trip's progress live on the map within your own Bongo Xpress app and also a full record of your past trips.  

Q6. I logged in but cannot see in the map where my truck is. Is there a problem?

The GPS and cell phone networks sometimes can be spotty, if you’re worried about your trip or shipment, just send us an email, we will make sure you can see it again. 

Q7. My fare does not reflect the upfront price I was shown?

Report such cases to support on the app with details of your upfront price you are shown during the booking.

Q8. Can I book a truck offline? 

We do not encourage manual/offline booking. In case of any emergency, we urge you to call us, we will make sure you get the truck on-demand.

Q9. How can I contact my assigned pilot?

Once you have been assigned a pilot, his/her contact information shows up on the homepage of the app. You can communicate with the pilot through live chat, audio and video calls. 

Q10. Who will be responsible for any misconduct occurred by the pilot?

Bongo Xpress shall not be liable for any conduct of the pilots. However, we encourage you to notify it of any complaints that you may have against the driver that you may have hired using our platform.

Q1. What is the process of pilot registration?

  • Download Bongo Xpress Pilot App (Android/IOS) 
  • Signup for creating your account by inserting your name and contact number on App
  • Set your password and upload a profile picture (it will help us to verify you easily for security purposes.)
  • Enter the following additional information:
  1. Driver’s License
  2. Vehicle Registration No.

iii. Digital Plate No.

  1. Tax Token Certificate
  2. Fitness Certificate 
  3. Vehicle Permit 

vii. Insurance

viii. Vehicle Smart Card

You may also insert this information whenever you want after login.

  • Our sales representative will reach you shortly to verify your account with Bongo Xpress.
  • After verification, your account will be activated and ready to get trips/tasks within 24 hours.

Q2. What are the benefits a pilot will get?

We promise to you the followings:

  • more trip, more money and more commission and incentives
  • no bidding competition, get fair value for the trip. 
  • dedicated Android/IOS app with super admin dashboard
  • monthly earning reporting and 24/7 customer care 
  • discounts on vehicle purchasing
  • Monthly medical counseling and quarterly health checkup
  • Education grants and scholarship for your children

Q3. Can I refer my friends and colleagues to join Bongo Xpress?

Yes! We encourage our pilots and partners to promote Bongo Xpress among their peers and refer them to join us. In return they deserve a goodwill bonus on each successful on-boarding of all vehicle types. 

Q4. If a customer/client asks the pilot to break any Traffic/City Police and/or government rules for any purpose, what will the pilot do?

The pilot has the right to refuse such a request by the customer/client. The pilot also has the right to refuse such a trip. If a customer/client makes any reasonable/unreasonable request during pick-up, the pilot has full-freedom to consider it or not after discussing with the vehicle owner. Hence, any dispute happens, we encourage you to notify us, we will try our best to connect each- other to solve the problem on mutual terms. 

Q5. How can I get the report of my earnings?

You can download your weekly earnings report from Bongo Xpress Pilot App whenever you want. 

Q6. What should I do if I see the description of the goods/materials was wrong during pick-up?

We have no responsibility whatsoever as to the correctness of the description, type or value of the goods. We can only connect you to the customers/clients, the rest will be upon your choice to accept and proceed the task or refuse it. 

Q1. Who may become a Bongo Xpress’s partner?

Answer: Any individual and/or company who owns transportation business or just vehicles (trucks, pickup vans etc.), who owns e/f-commerce businesses or any kind of small/medium business who needs a logistics solution, or an existing parcel & courier service provider- everyone can join as a partner with Bongo Xpress.

Q2. How to sign up as a partner?

  • Download Bongo Xpress Partner Android/IOS app 
  • Signup for creating your account by inserting your name (or company name) and contact number on App
  • Insert your (or company) address 
  • Set your password and upload a profile picture of your own or company logo (it will help us to verify you easily for security purposes.)
  • Our sales representative will reach you shortly to verify and confirm you as our valuable partner. 
  • After becoming our partner (logistics), you can add vehicles and pilots whenever you want. 

Q3. How will our logistics partner add trucks in Bongo Xpress?

  • Login to the account.
  • Select Trucks from the menu on the left side.
  • Press the “add truck” button.
  • Select “add truck information” option.
  • Attach required information, documents and images of truck and submit.
  • This way your truck will be enlisted under your truck list.
  • Add your next truck in the same way.

Q4. What are the necessary documents required to add trucks?

  • Any document that proves ownership of the vehicle or loan documentation from the bank or case slip (if truck documents are captured by police).
  • Vehicle Registration No.
  • Digital Plate No.
  • Tax Token Certificate
  • Fitness Certificate 
  • Vehicle Permit 
  • Insurance
  • Vehicle Smart Card

Q5. Is there any special scheme for the logistics partner who owns multiple vehicles (trucks)?

Yes, we have special incentive programs for the partners who own and add multiple trucks with Bongo Xpress. To know about the program contact us at +880 1718 933 169. 

Q6. Is there any registration fee to join Bongo Xpress?

No, we are not taking any fee for partner and/or driver registration. We will sign a MOU contract or business agreement with our partner for keeping the records of our partnership. 

Q7. Does Bongo Xpress provide labour (loading/unloading) service for their partners?

Yes, you can add and select the number of labours you need with a truck for loading/unloading your goods/materials while inputting the pickup details for booking. There will be extra charge for each labour you select for loading/unloading service. 

Q8. As an e-commerce owner, I am looking for a logistics company with regional warehouse facilities. Can you provide that? 

We provide e-commerce centric logistics solutions. Right now we are providing dedicated 2PL logistics, hence we are partnering with other logistics providers who have warehousing capacity. We are working to bring the complete solutions for you soon.

Rent a Truck:

Q1. Can I speak by telephone directly ?

You can directly reach our Business Development Executive at +880 1718 933 169 for any information you require for online truck booking.

Q2. Are the customer’s goods insured by Bongo Xpress?

No, we do not offer insurance for the goods/materials. We will consider to include insurance service in future depending on customers’ demand.

Q3. Do you provide labour (loading/unloading) service?

Yes, you can add and select the number of labours you need with a truck for loading/unloading your goods/materials while inputting the pickup details for booking. There will be extra charge for each labour you select for loading/unloading service. 

Q4. What payment methods are available?

We have both COD and online payment options for your convenience. You can pay cash after delivery or pay instant online or through mobile banking during the book.

Q5. Do you provide POD after delivery of goods?

Every task generates a barcode for scanning in order to verify that the order is delivered to the right person. As the proof of delivery pilot collects the digital signature of the parcel receiver,images and notes as well.

Q6. I requested for a truck, it says ‘unassigned’, what does that mean?

When your booking reads unassigned, this simply means that your trip has not been assigned/matched with a pilot yet. When your booking is matched and the truck is also assigned, you’ll receive notifications which will show “assigned” and the details of vehicle and pilot.  In case of delay, please contact Support to manually assign the pilot. 

Q7. I want to book multiple trucks for multiple destinations for my logistics.

On Bongo Xpress you can book multiple trucks for multiple destinations for your logistics purpose. We have brought this feature specially for business clients and with dedicated support any kind of trucking problem will be solved. 

Parcel Delivery: 

Q1. Can I speak by telephone directly ?

You can directly reach our support team at 09613-600700; you can also reach us from Bongo Xpress app via “Chat”.

Q2. How do I request for a parcel delivery service?

Download Bongo Xpress app from Play Store/App Store, create a customer account by signing up, select “Parcel Delivery Service”. Then you have to select your pickup and drop-off locations, fill in detailed information about the receiver of the item, add any special instruction for the pilot if any. You can review information before you request for a delivery pickup, after which we find the nearest pilot around you and he/she will be assigned for the task within seconds.  

Q3. How do I track my delivery?

There are four stages in tracking your delivery which will be shown directly from map view. After the pilot accepts your request, your phone screen will show “Assigned”, the delivery status will change into “In-Transit” the moment the pilot starts the request. When the pilot has successfully delivered your parcel it will change into “Delivered”. As proof of delivery the pilot will get you the signature of the receiver and maybe a picture. And all throughout, your phone screen will show a phone icon and a SMS icon to call or text the pilot. Throughout the whole process you can see the location of the pilot on a real-time basis. 

Q4. What payment methods are available?

We prefer cashless transactions to reduce the threat of COVID19. You can also pay cash after delivery or pay instant online or through mobile banking during the book. Even you can also select who (sender or receiver) will pay if it is COD. 

E-commerce Delivery:

Q1. Can I speak by telephone directly ?

You can directly reach our Business Development Executive at +880 1718 933 169 for any information you require about our logistics solutions.

Q2. How can I avail your logistics support for my business?

You can reach us by calling us directly or fill up the form at “Join With Us” page, our representative will reach you shortly to know about your business and after completing the formal agreement procedure we are on board to serve you instantaneously. Most importantly, we do not take any acquisition fee from our partners/clients; you just pay per use. 

Q3. Can I book delivery services for multiple destinations at a time?

Yes, you can book vehicles for parcel delivery services as many as you need for different destinations.  

Q4. Who will be responsible for any misconduct occurred by the pilot?

Bongo Xpress shall not be liable for any conduct of the pilots. However, we encourage you to notify it of any complaints that you may have against the pilot that you may have hired using our platform.

Q5. When can I drop my parcels?

The Bongo Xpress Hub is available only on weekends from 9am to 5pm.

Drop-off time:

9:00 am - 2:00pm: Same day delivery

2:30 pm - 6:30pm: Next day delivery

Q6. How can I pay for orders dropped at the Hub?

You can make payments through cash or card. For each delivery, a hardcopy / softcopy receipt will be issued by Bongo Xpress/ Bongo Bonik to the customer.

Home/Office Moving:

Q1. Do the packers and movers provide door-to-door services?

 Yes, they will arrive at your home to pack all the items that have to be moved, and they will deliver them to your new home safely. The movers will also unpack your things after they are unloaded in the destination.

Q2. What are the costs included in the packers and movers fare quote?

 The fare quote will be including the cost of packing material, transport vehicle, labour/technician charges and taxes.

Q3. What is the inspection visit? Is it necessary?

 Inspection visit is conducted by the packers and movers so that they can analyze your requirements properly and provide you accurate shifting charges. Although not mandatory, it’s advisable to get the survey done so that you discuss your moving needs in detail with the assigned packers & movers and get exact quotes.

Q4. Does Bongo Xpress directly provide relocation services?

 No, Bongo Xpress does not provide shifting services directly as our platform connects you with reliable packers and movers only and ensures you get the best service from them. Our partner packers and movers are experienced and capable of providing shifting services to perfection.

Q5. For home/office relocation service what is the booking procedure?

  • Select the “Home/Office Moving” service on App
  • Fill up the pickup details with your address and contacts, pickup time, vehicle type, number of labour (if you need), pickup/drop-off floor (for better understanding about your requirement), number of rooms of your home/office, upload the image of each room and belongings, and also you can select the electrician if you require for installing/uninstalling anything. 
  • Then input the details of delivery location, contacts, time and any notes if you want to add.
  • Get the estimated fare quote, confirm your booking and a professional packer & mover will be assigned for you instantly.
  • Within 4 hours of booking the service provider (packer & mover) will make an inspection visit to actualize and reconfirm your requirements. Once, the inspection visit is done, you can proceed with payment. 
  • We prefer you to pay 10-20% of the total fare in advance and the rest you can pay after completing the task. 
  • Remember for home/office relocation service you can make advance booking at least 12 hours before the pickup time. 

Q6. Do my items need to be packed in boxes for home/office moving?

We recommend that all items are wrapped, padded or placed in a box. Wrapping, padding and boxing your items will make it easier to load and will provide an extra layer of protection during transit. Hence, you need packing services, just leave a note- our professional packers & movers partners will do it for you. 

Q7. I want an electrician to uninstall the geyser machine, how can I get that service during home relocation?

Answer:  For home/office relocation, you have the option to select an electrician if you require. You can also mention specific machines on the “Notes” section (i.e. need electricians for geyser/freeze/Smart TV/computer uninstallation), it will help us understand your requirements for electricians. 

 

Digital Partner:

Q1. Can I speak by telephone directly ?

You can directly reach our Business Development Executive at +880 1718 933 169 for any information you require about our Digital Partnership solutions.

Q2. How can I avail your Digital Partnership Solutions for my business?

You can reach us by calling us directly or fill up the form at the “Join With Us” page, our representative will reach you shortly to know about your business and after completing the formal agreement procedure we are on board to serve you instantaneously. Most importantly, we do not take any acquisition fee for the solution and we provide a website and application for your ordering management for free; you just pay per use for delivery services. 

Q3. What kind of branding/promotion support do you provide?

We provide both online and offline marketing support to reach your customers. As part of our online marketing we create contents for your social media accounts and for offline promotions we create brochures, flyers etc for your special needs. 

Q4. Who will be responsible for any misconduct occurred by the pilot?

Bongo Xpress shall not be liable for any conduct of the pilots. However, we encourage you to notify it of any complaints that you may have against the pilot that you may have hired using our platform.

Q5. Benefits of API Integration?

Once you integrate the e-commerce platform with Bongo Xpress, your orders would be automatically added to your dashboard. So, you can view all the order details and allocate delivery tasks to specific personnel. It even automates the entire allocation in specific priority tasks. 

Bongo Xpress makes the delivery management smarter and order-tracking relatively smooth. As you get the tracking link with the automated order task, the tracking activity becomes easy. So, you can maximize your orders with optimum routing, automation, and easy tracking. Another benefit is to reduce the third party commission charges per order.

Q6. Is e-waybill available?

Yes, e-waybill available-Automation Process by email & App.

Q7. Can I Integrate WooCommerce Account With Bongo Xpress?

Sure, Please contact us for API integration/DMS Solution.

Q8.Can I integrate the Magento & Gloria food account with Bongo Xpress?

Sure, Please contact us at 09613-600700 for API integration/DMS Solution.

Q9. Can I integrate with Shopify Account with Bongo Xpress?

Sure, Please Contact us 24/7 at 09613-600700 for API integration/DMS Solution.

Q10. Who will be responsible for any misconduct occurred by the pilot?

Bongo Xpress shall not be liable for any conduct of the pilots. However, we encourage you to notify it of any complaints that you may have against the pilot that you may have hired using our platform.

Q11.What is the process of COD disbursement?

First time in Bangladesh we have introduced instant payment by Payout system after delivery (only Ecommerce Delivery). NO NEXT DAY OR SAME DAY, WE PAY INSTANT OR ADVANCE COD. Condition: Gentle Business agreement 

Xpress Franchise:

Q1. Can I speak by telephone directly ?

You can directly reach our Business Development Executive at +880 1718 933 169 for any information you require about our franchise opportunity.

Q2. How much does it cost?

It costs less than you think to set up and run a Xpress Franchise. Start up cost is dependent on location, size and population. Security deposit will be the same for all of our franchisees.

Q3. Where can I set up my franchise?

Our Xpress Franchise is established in 12 major cities with ambitious plans for new growth across all major markets – contact us today to find out about fantastic franchise opportunities in your region.

Q4. What type of training do you provide?

Innovative and constantly evolving, Bongo Xpress stays ahead of the competition with comprehensive training and support. With an initial training course at the head office, access to our online portals or in classroom wise, the network of established franchisees, and regular check-ins from our team, you’ll have everything you need throughout the lifetime of your franchise.

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