Frequently Asked Questions

i. Reach supports a total of 10 payment options:

• Cash-on-delivery (COD)
• Credit / Debit Cards
• Online Banking
• ReachPay
• Maybank2u

a. Cash-on-delivery (COD)
You may pay for your orders in cash when they are delivered to your doorstep by selecting 'Cash on Delivery' during checkout.

b. Credit / Debit Cards
You may pay for your orders with your credit card / debit card by selecting 'Credit / Debit Cards' during checkout.

c. Online Banking
You may pay for your orders with Online banking by selecting 'Online banking' during checkout.

d. ReachPay
You may pay for your orders with ReachPay by selecting 'ReachPay' during checkout.

The daily transaction limit is the maximum checkout amount (RM1000.00), whereby your phone is the same as with Maybank, otherwise it is RM250.00 that you can debit from your selected Maybank account to you transaction in Reach daily. If you have exceeded the limit set (e.g RM1000.00 or RM250.00), subsequent transactions will not be successful.

Transaction	Checkout Amount	Total Checkout amount	Transaction Summary
1st Transaction of the day	RM1000.00	RM1000.00	Successful
2nd Transaction of the day	RM100.00	Limit exceeded(RM1000.00 + RM100.00 = RM1100.00)	Failed

How can I edit my daily limit?

Here are the steps to help you with the daily limit transaction:
1. Login to Maybank2u.com.my
2. Tap on Settings
3. Tap on Pay & Transfer
4. Tap on Linked Accounts
5. Tap on the Edit icon
6. Edit the amount to do a maximum of RM1000 (if your phone number is the same as Maybank)
7. Tap Update and you're done

To find the Order ID for your purchase, go to the Profile tab on Reach > Select To Pay, To Ship To Receive or To Rate > Select order > Scroll down to the bottom for your Order ID. Select COPY if you need to share your Order ID with someone.

⚠Note
In certain circumstances, you may need to provide your Order ID, such as when reaching out to sellers or Reach Customer Service for cancellations, returns or refunds.

There are a few reasons why the tracking number for your order is not working:

• The logistics provider or seller has provided the wrong tracking number.
• The tracking number has not been updated on the logistics partner's tracking website yet
• A system error has occurred on the logistics partner's tracking website

When this happens, you may reach out to the seller directly via Reach Chat to track your order's delivery status or request for the right tracking number.

During checkout, you will be able to choose a payment option after confirming your address and shipping method.

If it is your first time using credit / debit card payment, click on "Add New Credit / Debit Card" and enter your card details on the next screen.

Kindly note that once you've added your credit card details, One Time Password (OTP) may not be required for future transactions. Rest assured that your credit card information is kept safe and confidential with our service provider.

As an alternative, you may want to check our article about "What payment methods are supported by Reach" for other payment method available in Reach.

Have other queries? Tell us more using the "email icon" or "chat now" below

You can check the status of your orders via My Purchases in the Profile tab on Reach App.

All of your orders will be categorized according to their order statuses:

• To Pay - Unpaid orders
• To Ship - All paid orders that have not been shipped by sellers
• To Receive - All orders that have been shipped
• Completed - All orders that have been delivered
• Return/Refund - All orders that have been returned or refunded

Tracking delivery status of orders Once your order is under the To Ship or To Receive status, you may check on the detailed shipping updates and status more closely.

⚠Note

• Orders shipped by Reach Supported Logistics will have tracking numbers and can be easily tracked in detail via Reach App.
• If your order does not have a tracking number, you may contact the seller directly to check your order's delivery status.

If you have not received your order after the Estimated Delivery Date, there are 2 actions you can take:

1. Raise a refund request To submit a return/refund request, go to To Receive via the Profile tab on Reach App > Select order > select Return/Refund > select product(s) for refund > Select Reason as Did not receive the order > Provide other necessary details > Submit.
Once your request is submitted, the seller will be notified and has to respond within 2 days. If they fail to do so, the refund will be automatically processed after the 2-day period.

2. Contact the logistics provider You can check the shipment status of your order directly with the logistics provider

For orders shipped using non-Reach Supported Logistics, you may contact the seller directly instead.

To check the proof of delivery for orders that have been delivered and received, go to View Purchase History via the Profile tab in Reach App > select an order under the Completed tab > select VIEW at the Shipping Information section > View Proof of Delivery

This will only be available if the courier has uploaded photo evidence or an image of your signature to acknowledge receipt of the order, which is a practice we strongly advise our couriers to adopt.

Examples of photo evidence include a photo of the parcel with the recipient, photo of parcel placed outside recipient's house, and photo of parcel if it is deposited with the recipient'd neighbour.

⚠Note
Photo evidence will only be stored by Reach for 30 days from the time the product is received.