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Terms & Conditions

iExpress Fulfillment System

General Terms & Conditions of Use (User Agreement)

Version: 1.0
Effective Date: 1 March 2026
Last Updated: 1 March 2026

1) Acceptance of Terms

By accessing, registering for, logging in, or using the Fulfillment System (including any portal, mobile app, warehouse module, scanning app, API integration, and related services), you confirm that you have read, understood, and agreed to be bound by these Terms & Conditions (“T&C”) .

If you do not agree, you must stop using the system and services immediately.

2) Definitions

  • System / OFS: Order Fulfillment System used to manage inventory, orders, warehouse processes, and shipment preparation.
  • 3R Fulfillment: Receive → Repack → Resend services (storage, handling, pick & pack, shipment handover).
  • Station User / Warehouse User (Backend): Station owner, staff, operator, or authorized user who uses warehouse functions (receive, put-away, pick/pack, outbound).
  • Merchant User / Customer User (Frontend): Merchant/seller who uses the portal to manage products, inventory, orders, payments/top-up (if enabled), and reports.
  • Inventory: Merchant goods stored/processed via the System.
  • SKU: Unique product identifier.
  • Order: Fulfillment request for pick/pack and shipment preparation.
  • Line (Order Line): One unique SKU in an order (quantity does not change line count).
  • Bin: Labeled storage unit/location code (e.g., rack/bin/shelf location).
  • Courier / Carrier: Third-party delivery provider used for delivery.

3) Scope of System & Services

The System supports fulfillment operations, including:

  • Product/SKU setup and inventory records
  • Inbound receiving and put-away to bin/location
  • Pick & pack workflow (with barcode/scan verification where enabled)
  • Label printing / shipment staging / outbound processing
  • Supported channel order sync (where enabled)
  • Reporting and operational logs

Important: The System enables the workflow; actual physical operations are performed by Station Users under program rules and station capabilities.

4) User Roles & Responsibilities

4.1 Station Users (Backend / Warehouse Users)

Station Users agree to:

  • Follow the System workflow and operational requirements (e.g., scanning where required)
  • Maintain accurate receiving, put-away, pick/pack, staging, and outbound records
  • Store and handle inventory with reasonable care
  • Maintain internal access control and train staff before granting access
  • Use merchant data only for service delivery and not disclose it improperly
  • Reject or quarantine restricted/prohibited goods and report issues to the appropriate channel

4.2 Merchant Users (Frontend / Customer Users)

Merchant Users agree to:

  • Provide accurate SKU details, declared category, and correct order/recipient information
  • Ensure goods are legal and suitable for storage, fulfillment, and shipment in Malaysia
  • Ensure inventory is sufficiently labeled/barcoded when required (or request labeling services if available)
  • Maintain sufficient inventory and timely replenishment
  • Comply with any product compliance/customs requirements (if applicable)

5) Account Security & Access

  • Users must keep credentials secure and confidential.
  • Users are responsible for all activities performed under their account(s).
  • If unauthorized access is suspected, notify the support channel immediately.
  • The System may allow multiple user accounts/roles per organization, subject to configuration.

6) Orders, Integrations & Data Accuracy

  • Orders may sync from supported platforms where enabled, subject to third-party API limitations.
  • Offline/manual/bulk order upload may be available depending on configuration.
  • The System is not responsible for delays or errors caused by:

o incorrect SKU mapping, wrong barcode usage

o wrong address or buyer details provided by merchant

o incorrect declared weight/dimension/value

o marketplace downtime or API issues

7) Inbound Receiving, Discrepancies & Inventory Records

  • Inventory may be received with or without prior inbound notice (depending on program flow).
  • Stations may record shortage, overage, damage, mismatch during receiving.
  • Discrepancy response window: Merchant must respond within 3 business days of notification. If no response, the recorded inbound count/condition is deemed accepted for system records and billing reference.
  • Stations may perform periodic cycle counts and reconciliations.

8) Picking, Packing & Packaging Rules

  • Stations may use scan verification to reduce mis-ship risk (where configured).
  • Packaging method and add-ons (fragile packing, inserts, kitting, QC photos) may be charged and/or require merchant approval.
  • Merchant must provide special packing instructions in advance and in writing (via system note/ticket/chat).

9) Shipment Preparation & Courier Handover

  • Station prepares shipment and hands over to a selected courier method (where applicable).
  • Delivery timing, failed delivery, redirection, reattempt, and last-mile disputes are governed by courier policies and are outside System control.
  • The System does not guarantee delivery speed or courier performance.

10) Fees, Quotation & Payments

  • Service fees are set by iExpress and/or the fulfillment program rules and will be provided to users as a quotation before the merchant starts using the service.
  • Fees may include (but are not limited to): storage, inbound handling, pick & pack, outbound handling, returns, packaging materials, QC, and value-added services.
  • Some configurations may support prepaid wallet/top-up and auto-deduction.
  • Fees may be subject to applicable taxes.

11) Returns & RMA Handling (Merchant Rules)

If return service is enabled:

  • Returns may be received and processed based on merchant’s return instructions and system configuration.
  • Upon return receipt, items will generally be categorized as:

o Restockable (returned to inventory)

o Quarantine (pending merchant instruction)

o Reject/Dispose/Return-to-merchant (based on policy)

  • Return processing may include inspection, relabeling, repacking, QC photo proof, and may be chargeable.

Return instruction window:
Merchant should provide return disposition instructions within 7 calendar days of return notification; otherwise items may remain in quarantine and incur storage/handling charges.

12) Inventory Storage Policy & Abandoned Inventory

To maintain warehouse space and operational safety:

  • The program may impose category rules, storage limits, and storage duration rules.
  • Abandoned inventory includes inventory that:

o remains after termination, or

o has no activity and merchant fails to respond to notices, or

o is prohibited/restricted or unsafe to store.

Inventory removal / disposal rule (recommended):

  • If merchant does not arrange collection/transfer/disposal within 30 days of a written notice, inventory may be:

1. returned to merchant (merchant pays all costs), or

2. disposed/destroyed, or

3. otherwise handled to recover space/costs (as allowed by law).

All costs incurred (handling, storage, disposal, transport) are chargeable.

13) Prohibited / Restricted Items (Summary)

Users must not store or process prohibited, dangerous, illegal, or restricted items, including but not limited to:

  • illegal / counterfeit goods, stolen goods
  • weapons/ammunition/explosives
  • flammable, toxic, corrosive, compressed gases, hazardous materials
  • drugs / controlled substances / regulated medications without approvals
  • perishables requiring cold chain unless specifically approved
  • any item prohibited by courier policies or local regulations

Stations may refuse, quarantine, return, or report restricted items where necessary for safety or compliance.

14) Claims & Disputes (Evidence-Based Process)

Claims may cover: mis-pick, wrong item shipped, missing inventory, damage, or operational mishandling.

Claim time windows (recommended standard):

  • Wrong item / missing item: within 48 hours of delivery confirmation
  • Damage: within 72 hours of delivery confirmation
  • Inventory discrepancy after cycle count: within 7 days of notice

Evidence required (minimum):

  • Order ID / Tracking ID
  • SKU(s) and quantity affected
  • Photo/video evidence (parcel exterior label + interior unboxing + damaged item)
  • Any marketplace screenshot or buyer complaint proof if relevant

Claims without sufficient evidence may be rejected or treated as “unable to validate”.

15) Data Protection & Privacy (PDPA)

All users must comply with Malaysia PDPA requirements when collecting, using, storing, or processing personal data (including buyer/recipient details).

Personal data handling, usage, and disclosure are governed by the Privacy Policy , (https://www.iexpress.my/article/privacy-policy) incorporated into these T&C by reference.

16) Intellectual Property & System Use

  • The System, workflows, configurations, and content are protected.
  • Users are granted a limited right to use the System solely for legitimate fulfillment operations.
  • Users must not reverse engineer, copy, resell, or exploit the System beyond permitted use.

17) Disclaimer

  • The System and services are provided on an “as-is” basis to the extent permitted by law.
  • System availability, marketplace integration timing, courier behavior, and external disruptions may affect processing.
  • No guarantee is given on business results, marketplace ranking, or delivery speed.

18) Limitation of Liability (Incorporated by Reference)

For shipments, carriage, delivery-related disputes, and liability matters, the liability cap and related provisions shall be governed by the Standard Conditions of Carriage , (https://www.iexpress.my/article/standard-conditions-of-carriage) incorporated into these T&C by reference.

For non-carriage matters (e.g., portal usage), liability is limited to the maximum extent permitted by law and excludes indirect/consequential losses.

19) Indemnity

Users agree to indemnify and hold harmless the service provider(s) and affiliates against claims, penalties, losses, and expenses arising from:

  • prohibited/illegal goods or regulatory non-compliance
  • inaccurate order data, declared content/value
  • counterfeit/IP infringement
  • product defects or customer disputes unrelated to fulfillment negligence

20) Suspension & Termination

Access may be suspended/terminated for:

  • non-payment (where applicable)
  • fraud risk, system abuse, prohibited goods
  • misuse of data or security risk
  • repeated operational breaches (for Station Users)

Upon termination, merchants must arrange inventory removal/return/disposal within a reasonable period (see Section 12).

21) Changes to Terms

These T&C may be updated. Continued use after updates take effect constitutes acceptance of the revised terms.