Dispatch Guidelines for Landside/Jewel Merchants
These guidelines outline how landside/jewel merchants should dispatch orders, including the applicable locations and deadlines for each order type.
⚠️ Important
1. Please dispatch orders timely, in accordance with the dispatch deadline below. Merchants on-time delivery will be reviewed on a daily/weekly/monthly basis and Merchants performance to be shared with Account Manager.
2. Please dispatch to the correct iSC facilities, any deviation should be routed through Account Manager for review.
3. For orders that are not received at iSC facilities by the Dispatch Deadline may be cancelled and refunded. Please avoid this as it will result in a bad customer experience.
Dispatch Location & Deadline
Departure, Arrival and Landside Orders
Order Prefix & Suffix Reference
Departure Orders: DCYYMMDDXXXX-XXXX-A/DSYYMMDDXXXX-XXXX-A (e.g. DC2004146005-3000-A)
Arrival Orders: ACYYMMDDXXXX-XXXX-A/ASYYMMDDXXXX-XXXX-A (e.g. AC2004146005-3000-A)
Landside Orders: LCYYMMDDXXXX-XXXX-A/LSYYMMDDXXXX-XXXX-A (e.g. LC2004146005-3000-A)
Dispatch Location
Deliver to: Terminal 1 Basement 1 B1-401
Contact: +65 9826 7496
Operating Hours: Between 10am – 12pm or 2:30pm – 5pm on on Mondays to Sundays including Public Holidays
Dispatch Deadline
Dispatch Deadline (Departure/Arrival Orders): 8hours – 2days before Flight Date Time within the Operating Hours stated above.
Dispatch Deadline (Landside Orders): Next day from Order Placement Date, by 3pm.
Home Delivery Orders (CAG Consolidated Mode)
iSC reserves the right to reject any order that is not in compliance with these guidelines. For rejected orders, Merchants are required to bring back the full order and dispatch the full order to iSC again in the next 24 hours. iSC will not keep partial orders at iSC facilities. Any order that is delivered late to Customers due to Merchants not in compliance with iSC guidelines will be considered late due to Merchants.
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXX-XXXX-A/HSYYMMDDXXXX-XXXX-A (e.g. HC2004146005-3000-A)
Non-Traveller Orders: NCYYMMDDXXXX-XXXX-A/NSYYMMDDXXXX-XXXX-A (e.g. NC2004146005-3000-A)
Dispatch Location
Deliver to: Terminal 2 Basement B16-048-01
Contact: +65 9746 3016 or +65 8128 5017
Operating Hours: Between 10am – 1pm or 2pm – 6pm on Mondays to Sundays including Public Holidays
Dispatch Deadline: Next Day from the Order Date by 6pm.
Dispatch Deadline
| Order Placement Day | Merchant to Dispatch to iSC Day (Next day from Order Date, by 6pm) |
| Monday | Tuesday, 6pm |
| Tuesday | Wednesday, 6pm |
| Wednesday | Thursday, 6pm |
| Thursday | Friday, 6pm |
| Friday | Saturday, 6pm |
| Saturday | Sunday, 6pm |
| Sunday | Monday, 6pm |
Home Delivery Orders (Dropship Merchant3PL Mode)
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXXDM-XXXX-A/HSYYMMDDXXXXDM-XXXX-A (e.g. HC2004146005DM-1000-A)
Non-Traveller Orders: NCYYMMDDXXXXDM-XXXX-A/NSYYMMDDXXXXDM-XXXX-A (e.g. NC2011120002DM-1000-A)
⚠️ For HCXXXXXXXXDM-XXXX and HSXXXXXXXXDM-XXXX orders, ensure delivery only after the Flight Date/Time.
Dispatch Location
Deliver the order to the Address stated in the Order Details Page in TREX (see image below).
Dispatch Deadline
The order must be processed and dispatched within the SLA. The order must reach the customer by the Delivery Date shown in TREX.
Home Delivery Orders (Dropship CAG3PL Mode)
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXXDP-XXXX-A/HSYYMMDDXXXXDP-XXXX-A (e.g. HC2004146005DP-1000-A)
⚠️ Ensure delivery only after the Flight Date/Time.
Non-Traveller Orders: NCYYMMDDXXXXDP-XXXX-A/NSYYMMDDXXXXDP-XXXX-A (e.g. NC2011120002DP-1000-A)
Dispatch Location
The order will be picked up by the courier from the Warehouse/Pickup Address provided (see My Account > Shop Information > Logistics & Operations tab) at the Pickup Date from Warehouse indicated when you have processed the order (see image below).
Dispatch Deadline
The order must reach the customer by the Delivery Date shown in TREX.
