Question 1

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

Accepted Answer

Customer service will require your phone number and the waybill number of your parcel in order to locate it in the system.

Question 2

I have a missing parcel. What should I do?

Accepted Answer

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.

Question 3

I accidentally left another parcel inside the cabinet. What should I do?

Accepted Answer

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.

Question 4

What should I do if I accidentally dropped off the wrong parcel?

Accepted Answer

Customer service will require the parcel’s waybill number in order to open the door slot.

Question 5

I entered the wrong phone number. How can I update or correct it?

Accepted Answer

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.

Question 6

What other payment options are available if the QR code is not working?

Accepted Answer

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.

Question 7

How do I request a refund for a double payment?

Accepted Answer

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

Question 8

The cabinet internet connection was disconnected, how can we reconnect?

Accepted Answer

1. Press and hold the location icon on the upper left corner of the screen’s home page for 5 seconds to restore the network. 
2. If problem persists, please call our hotline at (02) 8832 2876 with customer number 9903

Question 9

There’s a power outage in our building and/or the cabinet screen is black. What should we do?

Accepted Answer

1. If the cabinet is positioned in an area where it has direct sun exposure, this may cause the screen to increase its temperature. To troubleshoot, please block the sunlight for 2-3 minutes or until screen temperature is back to room temperature.
2. If there is power outage in the area, please wait until power supply is restored before using the cabinet again.
3. If there is no power outage and the cabinet is still unresponsive, please call our hotline at (02) 8832 2876 with customer number 9903

Question 10

The cabinet screen has very slow response, what can we do?

Accepted Answer

1. If the cabinet screen has very slow response, erratic, or has low touch sensitivity, these may be possible reasons:
- There is too much screen dust. Clean the cabinet screen especially the corners of the screen and try using the screen again.
- The screen temperature might be too high. Use objects to block the direct sunlight for 2-3 minutes or until screen temperature is back to room temperature.

Question 11

I successfully paid for the storage fee but before the door opened, we experienced a power outage. How can I retrieve my package?

Accepted Answer

This requires our support team to unlock the door and verify the payment manually. Please call our hotline at (02) 8832 2876 with customer number 9903 for further assistance.

Question 12

How can I use the BoxPlus Digital cabinet?

Accepted Answer

1.1. Go to the Playstore or App Store and search for the BoxPlus Digital App.
1.2. Download and install BoxPlus Digital App.
1.3. Launch the Boxplus Digital App and then tap Next.
1.4.    Key in your mobile number and set your password
1.5.    Enter the 6-digit Verification Code sent to your mobile number, then tap Create Account.
1.6.    Fill up the required fields with the correct information.
1.7.    Review your details, then click Save.
1.8.    Confirmation screen will be displayed.

Question 13

What is BoxPlus Digital?

Accepted Answer

BoxPlus Digital is a safe, convenient, and hassle-free service that allows you to collect your package at a time that suits you. Through these smart cabinets, couriers can drop off packages any time of the day and receivers can collect their packages by keying in the unique one-time

Question 14

What are the features of BoxPlus Digital?

Accepted Answer

1. Sim-card enabled
2. 100% cashless transactions
3.  App integrated for couriers and end-users
4.  Security camera installed 
5.  LED screen display

Question 15

What are the benefits of BoxPlus Digital?

Accepted Answer

For Customers
No more waiting time
Customers can collect his parcel at his most convenient time
No face-to-face interaction
Smart payment solutions enabling cashless payments
Real-time delivery updates
 
For Courier Partners
No need to wait for receivers
Automated system delivery/drop off prompts to receivers
No face-to-face interaction
Optimized delivery cost and time
Real-time delivery updates
Increased drop rates and efficiencyFor Condominium ManagementNo need for lobby personnel to receive deliveries on behalf of unit owners Prevents lost or missing parcels No need to stock deliveries for unit owners No face-to-face interaction with all couriersAvoid over-crowding at the Lobby

Question 16

How does BoxPlus Digital work?

Accepted Answer

1. Customer places order online. 
2. Courier offers the receiver the option to drop off their package to the designated Boxplus cabinet via SMS.
3. Courier scans the package barcode into the cabinet window scanner.
4. Courier inputs the requested package details. 
5. Courier chooses the correct door size for the package.
6. Courier puts the package inside the designated door and confirms the drop off. 
7. Once the door has been closed, the customer will receive an SMS containing a one-time pin (OTP) to be used upon collection. 
8. To collect the parcel, customer may use the cabinet screen or use the BoxPlus Digital app to process collection by keying in the one-time pin (OTP) assigned to the package.
9. Customer scans the QR code to process the payment for the storage fee. Once successful, the assigned door will automatically open and the customer may now collect his package.

*For a limited time only, BoxPlus will be free for all users.

Question 17

Why should I use BoxPlus Digital?

Accepted Answer

BoxPlus Digital is the perfect solution for those with a busy lifestyle with a dire need to have their deliveries received and secured for them. It offers the convenience of being able to collect packages at a time that’s convenient for the receiver. For couriers, integrating BoxPlus Digital with your courier services will increase drop rates significantly as it optimizes package delivery by eliminating wait time.

Question 18

Do I have to download the BoxPlus Digital app to use BoxPlus cabinets?

Accepted Answer

Not necessarily. Users whose packages have been dropped off at BoxPlus cabinets will still be able to collect their packages by transacting through the cabinet screen. However, features like family sharing, digital wallets, special promos, and storage time extension are only available for BoxPlus Digital app users.

Question 19

Where are the BoxPlus cabinets located?

Accepted Answer

We have an aggressive rollout plan to deploy an initial 1000 cabinets by the end of 2025 in highly urbanized cities in Metro Manila, starting with Taguig, Makati, Pasig, Pasay, and Quezon City. BoxPlus Digital will be strategically located in condominiums, apartment buildings, and office lobbies. For more information, visit www.boxplusdigital.com to see where BoxPlus is currently deployed.

Question 20

How long will BoxPlus Digital hold the packages?

Accepted Answer

Once a package is successfully dropped off, it will only hold the package for 48 hours. However, storage time extension beyond 48 hours will be subject for confirmation of our courier partners and is a feature only available for request through the BoxPlus Digital app.

Question 21

Can BoxPlus accommodate big-sized packages like that of a Balikbayan box?

Accepted Answer

Unfortunately, we have size restrictions when it comes to door size. Here are the available door sizes:
Small :        337x 92 x 469mm
Medium:     337x 174 x 469mm
Large:         337 x 270 x 469mm

Question 22

What happens when all doors are occupied?

Accepted Answer

If door slots turn out to be full by the time your package arrives, these locations will appear grayed out on the app and will remain unavailable, which means all doors are currently utilized. The app will suggest to the assigned courier to look at nearby cabinets to drop off your package and the receiver will get the location details via SMS along with the one-time pin (OTP).

Question 23

What if the customer did not pick up the package from the BoxPlus Digital cabinet?

Accepted Answer

A package will be held only for 48 hours, if after 48 hours, the package remains unclaimed, the courier will be prompted and shall inform the receiver if he wishes to extend or to cancel the delivery. Should the receiver wish to extend, the courier will issue a new one-time pin (OTP) through the BoxPlus Courier app. This OTP will be used by the receiver to collect the package from the cabinet. Applicable fees for storage time extension may apply.

Question 24

Do BoxPlus cabinets have security cameras?

Accepted Answer

Yes. All BoxPlus cabinets are equipped with security cameras.

Question 25

What happens when my package gets stolen?

Accepted Answer

A package with a barcode or waybill is associated with a specific mobile number. The mobile number is very important because it is what BoxPlus uses to send the OTP for package collection. To refrain from missing packages or stolen ones, please make sure that you only use your active mobile number when you shop online.
BoxPlus will not be liable for any stolen packages but it can help you track which mobile number the OTP was sent to and which courier dropped it off so long as you have the waybill number of the package.

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