Help Center

FAQ for riders and drivers.


Help Center DiDi Australia

FAQ Riders

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DiDi Delivery is an on-demand delivery service allowing Australians to send and receive parcels – all delivered by DiDi drivers. Individuals and businesses can request delivery of items across your cities anywhere, anytime. On-demand DeliveryArrange a Delivery on-demand with DiDi Drivers ready to pick up your parcel for delivery in minutes. No pre-booking needed!Low Delivery Fares starting from $6*Get an instant estimate for your delivery fare in your DiDi app. Fares start from as low as $6*.*Minimum fare may differ by city.Live Parcel TrackingWith “share trip”, both you and the recipient will be able to track your delivery in real-time.

Making a Delivery Request

Enter the drop-off location in the destination bar of your DiDi app and select DiDi Delivery to get an estimate for the delivery fare. If you’re arranging a pick up at a different place to where you are located, you’ll need to manually enter the pick-up location too. Parcel already to go? Tap confirm.

Connect to a nearby Delivery driver

You’ll be matched to a Delivery driver in minutes and see their name and car details in the app. Just like when you book a ride with us.

Direct Parcel Pickup

Match the Delivery driver’s details in the app and be ready to meet your driver with your parcel. Share the recipient’s first name with the driver so that they can confirm upon delivery.

Share Parcel Tracking

To help the recipient track the delivery and be ready for collection, share the trip live with the recipient by entering their mobile number in your DiDi app. For privacy reasons, the Delivery driver is not given and the recipient’s name or phone number through the app and will not be able to contact them directly, so it’s important that you notify the recipient directly using the Share Trip feature so live updates can be viewed in realtime.

Parcel Drop-off

Ensure that the parcel recipient is ready at the drop-off location to receive the parcel directly from the driver. See FAQ section if the recipient is unavailable for pick up

In-app Payment 

Once the parcel is delivered, the delivery fee will be charged using your preferred payment method in the app. Head to the DiDi app and get those documents, groceries, sourdough starter or birthday present delivered today!

Preparing your Parcel for Delivery

What can I send? There are restrictions when using this service in terms of number of pieces, weight, size and items.

The driver may refuse to accept any prohibited or dangerous goods or may refuse to pick up a parcel if they reasonably suspect that it may include any prohibited or dangerous goods. DiDi cooperates with law enforcement agencies, helping the police helps to keep our community safer.

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delivery restrictions

Protect your parcel

Take reasonable steps to ensure safe delivery of the contents, e.g. do not send fragile items or thoroughly and carefully pack fragile items as you will be using the Delivery Services at your own risk.

 

Getting your parcel picked up

Be there for pickup

The driver will only be able to wait for 3 minutes. Be extra mindful if the pick-up location is in a no stopping/parking zone.

Give a name

Provide the Delivery driver with the first name of the recipient to ensure the delivery is being made to the correct person.

 

Tracking your parcel delivery

Share trip status

Share the trip status from your app with the recipient so that you can both track parcel delivery. Please use this feature to help your recipient track their delivery status. For privacy reasons, the Delivery driver is not given the recipient’s name or phone number through the app.

Be there for drop-off

Remind the recipient to track the trip so that (s)he knows when the driver is about to arrive at the drop-off location and ask the recipient to be at the drop-off location on time. The driver will only be able to wait for 3 minutes.

Help to facilitate

Remember, the driver and the recipient cannot contact each other through the DiDi app. In case the two parties are unable to locate one another, please help them find each other.

You can make a Delivery request in your DiDi app. It works just like your usual DiDi ride. Enter your parcel pickup and drop-off address for an instant estimate of the delivery fare, tap confirm, get your parcel picked up for delivery and pay in the app once it’s been delivered.

Yes. For information on Delivery Restrictions and Prohibited items refer to this link.

DiDi Delivery does not provide any insurance nor does it take any responsibility for the goods sent using this service. Please exercise your own judgment before sending items as you will be using the Delivery Services at your own risk.

It is important to note that the driver and the recipient cannot directly contact one another through the app. Therefore, please provide the driver with a reasonable way to identify the recipient to ensure the delivery is being made to the correct person. The driver or the recipient may contact you if they are unable to find each other at the drop-off location. You would then have to help them locate each other. DiDi is not responsible for any Deliveries or parcels sent, stolen or lost. To report any complaints, you can contact DiDi’s customer support team at help.rider@nz.didiglobal.com.

Delivery drivers are asked to take necessary care while delivering parcels. However, please exercise your own judgment before sending items as you will be using the Delivery Services at your own risk, e.g. do not send fragile items, valuables, and properly package and seal the items. DiDi is not responsible for any Deliveries or parcels. To report any complaints, you can contact DiDi customer service at help.rider@au.didiglobal.com.

DiDi Delivery is intended for parcel delivery services only. In circumstances where Delivery senders want to ride in the vehicle with their parcel, it is advisable that the sender cancel the DiDi Delivery service and select DiDi Express to travel with their parcel. As an on-demand delivery service, DiDi Delivery is only intended for transporting goods.

Once the trip has started, it cannot be cancelled. However, you may add / edit / modify destination(s) during the trip. In case you wish to cancel your delivery, edit your destination to set it to your return location and the driver will return the parcel back to you. The delivery fee will be updated for any changes you make.

You can add up to 3 drop-off locations on a single trip. You can also edit or modify the drop-off locations at any time during the trip. Please note that any changes made to the original trip at the time of booking will cause the delivery fee to be different based on the additional distance travelled by the driver.

If the recipient does not arrive kerbside at the drop-off location within 3 minutes, the driver will look for a safe place to leave the parcel, e.g. at the doorstep.

Note, neither DiDi nor the driver will be responsible for the parcel if the recipient does not collect it. If the driver believes that there is no safe place to leave the parcel you will have to update the drop-off location for the parcel to be returned to you. If this happens, the delivery fee you end up paying will be based on the additional distance travelled by the driver.

The driver will only wait for 3 minutes at the drop-off location. As the sender, it is your responsibility to share the trip status with the recipient and inform the recipient to arrive at the drop-off location on time. In case the recipient is running late or having difficulties locating the driver, call the driver to inform them.

For privacy reasons, direct recipient and Delivery driver contact is not available through the app. To help your parcel recipient collect the parcel, provide the driver with their first name for the driver to confirm the correct parcel recipient. The driver or the recipient may contact you if they are unable to find each other at the drop-off location so please be ready.

This feature allows you to share the status of the trip in real-time with the recipient. Using this feature, both you and the recipient will be able to track the parcel in real-time. The recipient will be able to track the driver and see when their parcel is approaching or has arrived at the drop-off location. Please use this feature to help your recipient track their delivery status as for privacy reasons, direct recipient and Delivery driver contact through the app is not available.

The driver will only wait for 3 minutes at the pick-up location after which (s)he will be eligible to cancel the delivery request and you may be charged a cancellation fee if they do cancel. We advise that you track the location of the driver and arrive at the pick-up location on time. In case you are running late or are having difficulties locating the driver, call the driver to inform them.

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