Frequently Asked Questions

What should I do if I haven’t received my One-Time Password (OTP)?

Customer service will require your phone number and the waybill number of your parcel in order to locate it in the system.
I have a missing parcel. What should I do?

Customer service will request your phone number and One-Time Password (OTP) in order to verify your delivery in the system and proceed with reviewing CCTV footage, if necessary.
I accidentally left another parcel inside the cabinet. What should I do?

Customer service will request your One-Time Password (OTP) for verification. Once confirmed, we will reopen the locker slot to allow you to retrieve the left parcel.
What should I do if I accidentally dropped off the wrong parcel?

Customer service will require the parcel’s waybill number in order to open the door slot.
I entered the wrong phone number. How can I update or correct it?

Courier can update your phone number by accessing the Boxplus Courier app. Find the waybill number, click the pencil icon on the right, enter the correct phone number, and resend the OTP.
What other payment options are available if the QR code is not working?

You can proceed with manual payment. Boxplus will send you the Gcash number; payment can be made there, and then a screenshot of the transaction should be sent for confirmation.
How do I request a refund for a double payment?

Boxplus will need some information, including a proof of payment, OTP, full name, and customer's Gcash number.