Date: Issued: Aug 8, 2025
Effectivity Date: Aug 11, 2025
Subject: Handling of inquiries Retail Drop-Off/Pick-Up Services for VFS
Target Audience: Customer Center Team
CC: Retail Team
Distribution Type: Based on Distribution List Only
Purpose:
This FAQ is intended to assist 2GO Contact Center Agents in handling customer calls related to the VFS Pick-Up and Drop-Off service at 2GO Retail outlets. It reflects the official rollout schedule and service scope aligned with VFS, and ensures all agents provide accurate, consistent, and customer-friendly answers to frequently asked questions.
Key Reminders for CIC Agents:
- Always ask for the location the customer is calling about (to determine if the store is included in the rollout).
- When in doubt or if the question is outside our scope (e.g., visa processing), refer the customer to the US Embassy Hotline
- Do not discuss pricing, eligibility, or future service activation unless officially released.
Questions | Answers |
Can I drop off my visa documents at a 2GO store? | If store is in scope:
If store is not in scope: |
Can I pick up my passport at a 2GO store? | If store is in scope:
If store is not in scope: |
Is the ₱600 fee applicable at all 2GO stores? | We recommend coordinating directly with VFS to confirm the applicable service fee and which locations are covered under their PUDO arrangement. 2GO stores follow the service instructions endorsed by VFS. VFS Global – Visa Application Center ? Parqal Building 8, Cogon, Level 3, Diosdado Macapagal Blvd, Parañaque City ? (02) 8548-8223 / (02) 7792-8988 ? info.philippines@vfshelpline.com ? support-philippines@usvisascheduling.com |
What do I need to bring when dropping off my documents? | You’ll need to present your proof of payment and complete the waybill at the store. If you’re visiting a PUDO-enabled location, please follow the packing and labeling instructions given by VFS. |
Can I track my shipment? | Yes. Once your documents are accepted, you’ll receive a tracking number that you can monitor via the 2GO website or mobile app. |
Can someone drop off or pick up documents on my behalf? | Yes, a representative can handle the transaction for you. For drop-off, they need your documents and payment proof. For pick-up, they must bring authorization (LOA or SPA), your ID copy, their ID, and the VFS notification. |
Can I use any 2GO store for pick-up or drop-off? | Only selected stores are part of the VFS PUDO rollout. It’s important to follow which store can accept your transaction. |
What happens if I miss the 5-day pick-up window? | If your passport or visa is not claimed within 5 business days, it will be returned to the VFS Parqal office. For assistance, please contact VFS directly. |
Do I need to fill out anything at the store? | Yes. You must complete a Customer Waybill with: Document type (IV, NIV, IW), UID number, and DS-160 code (for IW applicants). |
Can I combine documents for multiple applicants in one pouch? | No. Each pouch and waybill is for one applicant only. |
Can a representative of the minor’s guardian pick up the document? | Yes, with: US Embassy email, minor’s ID or birth certificate, guardian’s ID, representative’s ID, LOA or SPA, and proof of payment. |
Can I pick up my document from a different 2GO store? | No. You must pick up from the designated store. For changes, contact the US Embassy Hotline. |
Can I request delivery instead of pick-up? | No. Mode of collection cannot be changed at the store. Contact the US Embassy Hotline. |
What do I need to bring to pick up my passport or visa? | You must present: US Embassy email notification, proof of payment, valid government-issued ID. |
Can someone else pick up my document for me? | Yes, if they present: US Embassy email, your ID (copy), their own ID, proof of payment, LOA or SPA. |
For questions outside of the pick up and drop-off process or related to the visa application itself, please politely refer the customer to US Embassy.
Contact for Further Information:
US Visa Application Center, Contact number: (02)85488223 or (02)77928988
List of 2Go Store (55 Branches In Scope)
REGION | STORE NAME | OPERATING DAYS | BUSINESS HOURS |
Metro Manila | 2GO ESCOLTA | Monday - Saturday | 09:00AM - 07:30PM |
Metro Manila | 2GO MNL - SM MAKATI | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO OLIVAREZ | Monday - Saturday | 09:00AM - 07:30PM |
Metro Manila | 2GO ROBINSONS ERMITA | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM CENTERPOINT | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM LAS PINAS | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM MALL OF ASIA | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM MANILA | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM MARIKINA | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM MEGAMALL | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM SOUTHMALL | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO TRAVEL - MANILA | Monday - Sunday | 08:00AM - 06:30PM |
Metro Manila | 2GO VALENZUELA | Monday - Saturday | 09:00AM - 07:30PM |
Metro Manila | 2GO CALOOCAN | Monday - Saturday | 09:00AM - 07:30PM |
Metro Manila | 2GO SM CITY NORTH EDSA | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO SM FAIRVIEW | Monday - Sunday | 10:00AM - 09:00PM |
Metro Manila | 2GO FESTIVAL MALL | Monday - Sunday | 10:00AM - 09:00PM |
Luzon | SM OLONGAPO | Monday - Sunday | 10:00AM - 09:00PM |
Luzon | 2GO - BULACAN | Monday - Saturday | 09:00AM - 07:30PM |
Luzon | 2GO DAGUPAN | Monday - Saturday | 09:00AM - 07:30PM |
Luzon | 2GO DAU | Monday - Saturday | 09:00AM - 07:30PM |
Luzon | 2GO LAOAG - HUB | Monday - Saturday | 08:00AM - 06:30PM |
Luzon | 2GO SM BAGUIO | Monday - Sunday | 10:00AM - 09:00PM |
Luzon | 2GO TARLAC | Monday - Saturday | 08:00AM - 06:30PM |
Luzon | 2GO - IMUS (NEW LUZON OUTLET - | Monday - Sunday | 08:00AM - 06:30PM |
Luzon | 2GO - SM CITY BACOOR | Monday - Sunday | 10:00AM - 09:00PM |
Luzon | 2GO CALAMBA HALANG | Monday - Saturday | 09:00AM - 07:30PM |
Luzon | 2GO METROGATE PALAPALA | Monday - Saturday | 08:00AM - 06:30PM |
Luzon | SM DASMA | Monday - Sunday | 10:00AM - 09:00PM |
Luzon | 2GO STA ROSA | Monday - Saturday | 08:00AM - 06:30PM |
Luzon | 2GO TRAVEL - BATANGAS | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO AYALA, CEBU | Monday - Sunday | 10:00AM - 09:00PM |
Visayas | 2GO MARINA MALL | Monday - Sunday | 10:00AM - 09:00PM |
Visayas | 2GO SM CITY CEBU | Monday - Sunday | 10:00AM - 09:00PM |
Visayas | 2GO TRAVEL - PIER 4 | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO BREDCO - NEW BACOLOD TERMINAL | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO EXPRESS PUERTO PRINCESA PIER | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO SM BACOLOD | Monday - Sunday | 10:00AM - 09:00PM |
Visayas | 2GO SM ILOILO | Monday - Sunday | 10:00AM - 09:00PM |
Visayas | 2GO TRAVEL - CATICLAN | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO TRAVEL - ILOILO | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | 2GO TRAVEL - ROXAS | Monday - Sunday | 08:00AM - 06:30PM |
Mindanao | 2GO CBO ILIGAN CORPORATE TICKETING | Monday - Saturday | 08:00AM - 06:30PM |
Mindanao | 2GO CBO PUNTOD PORT | Monday - Sunday | 08:00AM - 06:30PM |
Mindanao | 2GO LIMKETKAI | Monday - Saturday | 09:00AM - 07:30PM |
Mindanao | 2GO SM CDO DOWNTOWN PREMIER | Monday - Sunday | 10:00AM - 09:00PM |
Mindanao | 2GO DAPROZA | Monday - Saturday | 09:00AM - 07:30PM |
Mindanao | 2GO ABREEZAL MALL DAVAO | Monday - Sunday | 10:00AM - 09:00PM |
Mindanao | 2GO GAISANO MALL OF DAVAO | Monday - Sunday | 10:00AM - 09:00PM |
Mindanao | 2GO PIER DAVAO SASA | Monday - Saturday | 09:00AM - 07:30PM |
Mindanao | 2GO SM CITY DAVAO - ECOLAND | Monday - Sunday | 10:00AM - 09:00PM |
Mindanao | 2GO SM LANANG PREMIER DAVAO | Monday - Sunday | 10:00AM - 09:00PM |
Mindanao | 2GO TRAVEL - ZAMBOANGA (CBO) | Monday - Sunday | 08:00AM - 06:30PM |
Visayas | ORMOC | Monday - Sunday | 08:00AM - 06:30PM |
Mindanao | 2GO PIER GENSAN | Monday - Sunday | 08:00AM - 06:30PM |
For questions outside of the pick up and drop-off process or related to the visa application itself, please politely refer the customer to US Embassy.
Contact for Further Information:
US Visa Application Center, Contact number: (02)85488223 or (02)77928988
Implementation Guidelines
- This FAQ is effective August 11, 2025, and will remain in force until superseded by a new, jointly signed communication from Express and Retail Management.
- It is designed to support CIC agents in delivering clear, consistent, and service-focused responses to customer calls related to the acceptance and pick-up of visa documents under the VFS service.
- All CIC leads must ensure their teams are fully briefed on this FAQ and understand how to apply it during live customer interactions, especially when handling service eligibility or location-specific concerns.
- This document must be readily accessible to all CIC agents, either digitally or through the internal knowledge base, and treated as the official reference for VFS-related customer inquiries.
- Any questions outside the scope of this FAQ, particularly those related to visa processing, payment validation, or scheduling, must be politely redirected to VFS Global using the official contact details provided.
VFS Global – Visa Application Center
? Parqal Building 8, Cogon, Level 3, Diosdado Macapagal Blvd, Parañaque City
? (02) 8548-8223 / (02) 7792-8988
? info.philippines@vfshelpline.com
? support-philippines@usvisascheduling.com
- In cases of escalation, recurring confusion, or unclear service requests, agents must log the call and escalate through their CIC Supervisor, then logs will be shared to the Express Team to ensure proper handling and alignment with VFS.
- No changes to the FAQs or handling instructions are permitted unless formally issued in writing and jointly signed by Express and Retail Management.
This document reflects the jointly agreed handling protocol and is part of 2GO’s commitment to VFS to ensure a smooth, accurate, and professional experience for their applicants across all selected retail outlets.
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