Go-Pay might have been the feature that leverages Go-Jek to the next level. But on-ground implementation speaks otherwise
Go-Jek had successfully transformed urban user-behaviour in booking transportation services with the launch of its mobile app in early 2015.
The company keeps on innovating by presenting various on-demand services, with the latest being Go-Pay, which we predicted to become a new mobile wallet champion in Indonesia.
Unfortunately, the reality speaks otherwise. More than a month after Go-Pay was first implemented, unsolved cash disbursement issue faced by Go-Jek driver-partners are resulting in consumers rejecting the payment service.
Formerly known as Go-Jek Credit, Go-Pay is the latest innovation from Go-Jek which was launched together with its Go-Car service. Through Go-Pay, consumers are able to perform cashless payment for almost all services available on the Go-Jek platform.
Go-Pay itself was a more refined version of Go-Jek Credit with its virtual account feature — a result of partnership with leading Indonesian banks BCA, Mandiri, and BRI — making the transaction process more seamless.
In theory, Go-Pay service was supposed to become a champion in the mobile wallet sector, especially considering the fact that the public had been comfortable enough using the tools Go-Jek has typically offers. From transportation booking, food delivery, grocery shopping, to even movie tickets purchase, all can be done through Go-jek.
Unfortunately Go-Pay does not run as smoothly as it is meant to.
Instead, the use of Go-Pay as a payment method had infuriated some customers, as their payments were often rejected by the system. The reason is simple: Go-Jek driver-partners have not yet disbursed their own cash funds [which will be used to cover for their transportation or shopping budget].
As an on-demand service, Go-Jek relies heavily on its driver-partners’ agility. Unfortunately the Go-Pay system is still unable to keep up with it due to its inability to perform on real-time basis. The ongoing scheme requires drivers to pay for consumers’ transaction (grocery shopping, food) before they can ask for reimbursement from Go-Jek’s side. This is where the problem begins.
Many driver partners complain as Go-Pay fund disbursement takes a long time. It may take up to three days, according to a driver partner whom was asked for comments. In fact, many disbursement claims are often rejected by the company.
I have experienced this myself when I was paying for a Go-Food service with Go-Pay. At first the driver had accepted my booking, but when I was about to call him, he ended up cancelling my booking. It took me three attempts before I can finally found someone who is willing to buy and deliver the food, and he did not seemed too pleased when he found out that I would be using Go-Pay to pay the service.
I’m aware that Go-Pay is still relatively young and this disbursement issue is one of the challenges that the company must face. I will also acknowledge the fact that some driver partners are still willing to accept payment via Go-Pay.
But the fact is that Go-Jek tends to lean too heavily on the customer’s side by offering lucrative promos, without considering ease of fund disbursement for its driver-partners.
Go-Jek should take a drastic measure to handle this. If they fail to pay attention to this matter, their loyal customers will be affected negatively.
Who wouldn’t be pissed if their booking is suddenly cancelled simply because the driver is running out of cash? Instead of maintaining its loyal customers, Go-Jek could end up being left behind by those who prefer what the competition has to offer.
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