FAQ

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Frequently asked questions

General

A: BTW is an online platform that connects Requesters who want to buy products from overseas and Travellers who are willing to buy and transport the products for the Requesters for a tip/fee.

A: BTW’s office is located at:

  • No. 511, Block E, Phileo Damansara 1, Jalan 16/11, off Jalan Damansara, 46350, Petaling Jaya

You may contact us at +603-7955 1299 or drop by our office between the hours of:

  • 10:30a.m. – 8:30p.m. from Mondays to Fridays, or
  • 11:00a.m. – 4:00p.m. on Saturdays and Sundays

A: The list of prohibited items includes, but is not limited to:

  • Hazardous materials as defined by the Malaysian government and customs department
  • Counterfeit goods or currency
  • Alcohol
  • Live animals
  • Firearms, ammunitions, explosives
  • Human remains
  • Pornography
  • Illegal drugs
  • Any item that is prohibited by law in the place of origin, the destination, or any jurisdiction through which the item will be transported
  • Batteries
  • Aerosols and flammable liquids
  • Knives, police batons and other weapons
  • Clothing bearing the imprint or duplicate of any verses of the Quran
  • Any device which is intended to be prejudicial to the interest of Malaysia or unsuited with peace
  • Items imported into Malaysia without a customs declaration, if one was required

A: To report an inappropriate listing or comment, click on the "Flag" icon on the right side of the Request page. Likewise, to report an appropriate user, click on the same icon on the top right-hand corner of the user's profile page.

A: You can change your password and email address by going to Profile and Edit Profile.

A: If you encounter a bug or glitch on either our website, please inform us via support@buytheway.com.my

A: You can get discount codes by referring friends during sign up or during ad hoc promotions. You can key in the discount codes upon checkout to offset the BTW fee. Discount codes are for one-time use only.

 

Requesting an Item

A: You can start by clicking on Post a Request , then fill out the description of the item that you want, upload a photo of the item and the price you are willing to pay. This price includes the amount you are willing to tip the person who will be buying the item for you (“Traveller”).

or go to Browse, select a Country that you wish to buy the item from and select an item, then click “I want this too!”.

A: There is no minimum transaction amount.

A: You can communicate with the Traveller via the comment box on the request page.

A: You can pay before a Traveller has made an offer (“Prepay”) or after a Traveller has made an offer to buy your item.

If the Requester chooses to prepay, the Traveller has no option to ask for a higher price. Prepaying helps to speed up the transaction by skipping the negotiation process and making it easier for the Traveller to proceed.

Otherwise, the Traveller can ask for a higher price. The Requester can then respond with a lower price or proceed with payment if he accepts the Traveller’s price and is OK with the Traveller’s return date.

A: You can go to Profile, My Requests for a summary of your requests and then select the Requests and Proceed to Checkout.

A: We accept PayPal, credit card payments via Paypal and bank transfer to our Maybank or CIMB accounts.

Example:

  • (1) Price you are willing to pay: RM100
  • (2) BTW Fee: 7% + RM5 = RM12
  • (3) Courier Fee (to BTW office): RM10
  • (4) Courier Fee (to Requester): RM10

Total Price:

  • Bank Transfer: RM(100 +12 +10 +10) + GIRO Fee (RM0.10) = RM132.10

Or

Paypal: RM(100 +12 +10 +10) + RM2 + (4.3% x RM132) = RM139.68

  • (1) Price you are willing to pay is what you are willing to pay the Traveller to buy the item for you, including his tip.
  • (2) BTW’s fee is 7% + RM5 (This does not include payment gateway fees).
  • (3) Courier Fee (to BTW office) is the fee for delivery of the item from the Traveller to BTW’s office.
    • - If the Traveller chooses to drop off the item at BTW’s office, the Requester will be entitled to a refund of RM5 (half the Courier Fee) while the Traveller will be rewarded with RM5
    • - RM20 for items that weigh 3 to less than 9kg; RM10 refund; RM10 reward
  • (4) Courier Fee (to Requester) is the fee for delivery of the item from BTW’s office to the Requester.
    • - RM0 if Requester chooses to pick up from BTW’s office
    • - RM20 for items that weigh 3 to less than 9kg

Deposits or partial payments are not accepted. Full payment of RM132.10 or RM139.68 depending on method of payment is to be made.

A: The fees charged by BTW are to cover the costs by 3rd party courier service providers. We will refund the courier fees if the difference is substantial. Please feel free to contact us at support@buytheway.com.my if you have any questions regarding the refund in the difference of the courier fees.

A: If your courier fee payment is insufficient, the transaction will only proceed once the balance payment has been made.

A: In order to mediate any possible disputes that might occur, BTW registers and documents all items at our office before handing it to the Traveller.

For the safety of our users, BTW discourages any private meet-ups between the Requester and the Traveller. BTW may also not be able to provide any assistance in the case of disputes and disagreements.

A: On the return date specified by the Traveller, we will contact the Traveller to arrange for the item to be delivered to/dropped off at the BTW office.

Once the item is with us, we will inform the Requester via email and/or Whatsapp that the item is ready for pick-up at the BTW office or delivery via courier.

The Requester can expect to receive his item within 6 working days of the return date specified by the Traveller.

The Requester can choose to pick up the item at BTW’s office or have it delivered to his/her address via courier.

A: To collect items at the BTW office, the person collecting will be required to log into your BTW account.

A: After the item has been delivered to or picked up by the Requester, BTW will send a receipt-of-item email to the Requester. He/she is required to reply with the text “OK” if the item is accepted or reply with the text “Dispute” if there is an issue with the item.

If, 3 days after the receipt-of-item email is sent, and there are no replies from the Requester, the money will be transferred to the Traveller and the Requester loses his/her right to a refund.

A: BTW does not provide any warranty for any items.

Warranties should be claimed from the product manufacturer directly. Don’t forget to request for a receipt from the Traveller.

 

Making an Offer for a Request

A: You may start by going to Browse, selecting a Country that you plan to buy the item from and selecting any Open requests.

The Willing to Pay Price includes the amount to buy the item and your tip/reward for buying the item.

Click on Offer to Help, then enter your price and your return date and press Confirm (If this is a prepaid offer, you do not have to option of asking for a higher price).

A: You can go to Profile, My Offers for a list of all the offers you have made and click on them to go the Request page.

A: You can communicate with the Requester via the comment box on the request page.

A: As soon as the Requester pays, BTW will send the Traveller an email stating the same together with the message confirming that you can proceed with the purchase.

Travellers are not encouraged to purchase before Requesters have paid, as Requesters can still cancel the request.

Yes, Travellers pay for the item first and will be paid when the item is received by the Requester and there are no issues.

A: The Traveller can expect to get his money in 5 to 9 working days after the email sent to Traveller stating that the item is with us.

The Traveller will receive the funds via bank transfer.

A: On the day before the return date stated by the Traveller, BTW will contact the Traveller via email and/or Whatsapp where

The Traveller can choose to drop off the item at BTW’s office, where the Traveller will be entitled to a reward of half the courier fee (reward of RM5 or RM10 depending on weight)

Or

The Traveller can choose to use a courier service (paid by the Requester).

For the safety of our users, BTW discourages any private meet-ups between the Requester and the Traveller.

In order to mediate any possible disputes that might occur, BTW registers and documents all items at our office before handing it to the Traveller.

If, after 3 working days of the stated return date, we are still unable to contact the Traveller, we will proceed with refunding the Requester.

A: Yes. You’ll need to give us the request/item transaction number.

A: Travellers are advised to declare their items at Malaysian customs. It is the responsibility of users to ensure that all Malaysian customs rules and regulations are adhered to. Please refer to customs.gov.my for more information.

 

Cancellation/ Issues/ Disputes

A:

Requester

Requesters can delete their requests if the offer has not been accepted. The Requester needs to reject the offer then delete the request. Once the Requester accepts the offer, the request cannot be deleted.

Traveller

Travellers can cancel offers up to 10 times per month without incurring any penalty.

Any cancellations by the Traveller before payment has been made will not count towards the 10 times per month threshold.

Upon hitting the cancellation limit, Travellers are temporarily suspended from making any new offers or commenting on Open requests. The suspension will be lifted on the 1st day of the subsequent month.

Please contact us at support@buytheway.com.my if you wish to reset your cancellation count.

A: The Traveller can cancel the request. Travellers can cancel requests up to 10 times without incurring any penalty.

Any cancellations by the Traveller before payment has been made will not count towards the 10 times per month threshold.

Upon hitting the cancellation limit, Travellers are temporarily suspended from making any new offers or commenting on Open requests. The suspension will be lifted on the 1st day of the subsequent month.

Please contact us at support@buytheway.com.my if you wish to reset your cancellation count.

A:

Requester

The Requester is entitled to a refund. Within 3 working days after the receipt-of-item email is sent, the Requester must reply with the text “Dispute”, this will stop the money from being passed to the Traveller (if the Requester does not reply with “Dispute”, money will be transferred to the Traveller). Within 3 working days after Dispute email is sent by the Requester, he/she must come in to BTW’s office with the item to get his/her refund.

The Requester will get his money in 3 working days after coming into BTW’s office. All refunds will be made via bank transfer.

Traveller

The Traveller will be asked for permission in putting up the disputed item for sale on our site (price and other details will be worked out with the Traveller). The Traveller can get his item back in 8 working days if he doesn't allow us to put it up for sale (delivery arrangements are to be made separately). If he allows us to put it up for sale, then he can get his money in 3 working days after payment is made by the new Requester.

A: Please feel free to contact us if you have any issues

Email: support@buytheway.com.my

  • 1. Your BTW username
  • 2. Request number
  • 3. Brief description of the nature of the dispute

Phone: +603-7955 1299

Tell your friends and family about us and receive discounts on your next request.