DELIVERY PROCESS

PART I: CONCEPTS

1. Service

- Joint Stock Company Speedex Vietnam (hereinafter abbreviated to SPEEDEX ) provides services to send, transport and deliver all kinds of parcels and parcels according to the target of the announced time. 

- Scope of supply: organize a receiving and receiving network in 63 provinces and cities nationwide, according to announced locations and receivers

2. Main image unit

- Professional Department :

+ Is the department to manage and support the contents related to administration, human resources, salary, finance, customers, profession, service quality ... of the Company.

+ The basic professional departments are as follows:

+ Human Resources Administration

+ Department of Finance and Accounting

+ Sales and marketing department

+ Department of Business Process

+ Post Office / Center: 

+ As transaction points of the company, with the function of receiving, sending and delivering postal parcels.

+ Provide services to customers directly (ie do not provide services to courier companies)

+ Search for customers.f

- Agent :

+ As transaction points of the company, with the function of receiving and sending postal parcels.

+ Providing services to customers who are courier companies.

+ Search for customers.

- Exploit :

+ Is the unit responsible for transporting postal parcels between units or between regions.

- Foreign translation : is the unit in charge of sending the postal parcels via the third party whose receiving address is not within the SPEEDEX transceiver's address (international travel). 

- Supervisory Board : is an independent operating division, directly under the management of the regional director and has the coordination with the Sales and Marketing Department in quality management and process monitoring. 

- Member:

+ As courier companies using SPEEDEX services , subject to its own policy. 

+ These companies are provided with accounts on the Postal Software (PMS), which perform some of the same functions as the Post Office / Center (import revenue, receive mail trips, enter the delivery book, enter delivery results. ).

+ The professional department of the company directly manages Member.

2.1 Items received

- A postal item is a postal item with a document or document content; usually weighing up to 02kg.

- Parcel means a postal item with the content of goods, packed into packages, packages or boxes.

- Postage - Bill of lading - Bill of lading number:

+ Mails include letters, packages and parcels that are accepted, legally transported and delivered via the postal network.

+ Bill of lading is another way of calling postal items.

+ The bill of lading number is the symbol of the item to distinguish different items. Bill of lading number is a string of alphanumeric characters or both; usually printed at the top right corner of the submission form.

- Sent note is a receipt showing information of parcel parcels, which is proof of receiving and sending parcels between SPEEDEX and the sender. There are 2 types of submission slip:  

+ Pre-printed coupons: are sent, ordered to print at the printing company.

+ Import slip: is the sent slip printed out from the PMS. After putting the data into PMS, PMS will allow to print out the submission slip in the same form as the pre-printed slip.

3. Mail itinerary

- Mail itinerary is a document that specifies the itinerary of mail journey between operators; between Operator - Post Office / Center / Delivery Route and vice versa.

- The itinerary of mail must specify the following information:

+ Place of departure, destination,

+ Number of mail trips,

Time to send the mail; delivery time (at the unit, at the bus station),

+ Time to start playing (if any).

- Itinerary mail has 02 types:

+ Fixed itinerary (regular),

Itinerary arises (irregular).

- Mail itinerary is the basis for building the full-time target.

4. Process time target

The transit time target is the time from when the item is accepted until it is delivered to the recipient.

5. Place and transceiver

Transceiver locations are documents specifying the SPEEDEX provinces and areas performing the transceiver. Transceiver locations are divided into two categories:  

+ Location of transceiver divided by province (for customers).

+ Location of collection and delivery divided by unit (name for internal object of the Company)

6. Forms of receiving and sending

- Items are received and sent at the SPEEDEX 's transaction point (Post Office / Center / Agent) or at the recipient's address (if required). Agreements between two parties are specified under the Contract or the submission slip.  

- Note : the company forbids transaction offices to accept postal items from visitors

PART II: CONDITIONS FOR RECEIVING PARTS AND POSTS (BPBK)

1. Items prohibited from sending and sending with conditions

1.1 Items banned from shipping

- Opium, compounds from opium, narcotic substances, psychostimulants.

Weapons, ammunition, explosives, military equipment.

- Various kinds of depraved, reactionary cultural products, publications and documents aimed at undermining public order and opposing the State of the Socialist Republic of Vietnam.

- Explosive and flammable substances or substances and substances unhygienic and dangerous, causing environmental pollution.

- The types of articles and goods banned from circulation, banned from business by the State, banned from export and import.

- Living creature.

- Articles, publications, goods banned from entry into the receiving country according to regulations of each country.

- Vietnamese currency, foreign currency and valuable papers such as money; cards containing money.

- Mail in the parcel (letter enclosed in the goods).

- Precious metals (gold, silver, platinum ...), gemstones or other products made from precious metals, gems (forbidden to send including sending in price statements).

- Postage contains many items, sent to many different receiving addresses.

1.2. Items sent with conditions 

- Parcels and parcels containing goods for business purposes must have tax vouchers & other valid documents as prescribed by law.

- Imported and exported articles and goods under specialized management must comply with regulations of competent specialized management agencies.

- Perishable articles and goods, packing liquid and powder must be ensured not to damage or contaminate other parcels or parcels. 

- Items and goods sent in postal parcels and parcels transported by air must comply with regulations on aviation security.   

1.3. Items difficult to transport via Air: 

- Batteries & products with internal batteries (eg watches, phones, laptops ...)

- Liquids, Powders, Plastic resins, cartridges,

- Air tank, Earth

- Power sources, Magnets.

2. Size, weight and packing method of BPBK

2.1. Size, volume 

- The usual size for an item is any dimension of the item to be less than 1.2 meters. If postal size any public way from 1.2 meters or more , it is called Item oversized. In this case, charge rates are as follows:   

+ For domestic service : if the item has actual weight up to 30kg, 30kg weight will be charged; If the item has net weight over 30kg, 20% of main freight will be surcharge. 

+ For international services : collect according to regulations of international carriers. 

- Usual weight of one package should not exceed 100kg. If a piece is over 100kg in weight and cannot be separated or divided, it is called Monolithic. In this case, charge rates are as follows:

+ For domestic service : surcharge 20% of main charge. 

+ For international services : collect according to regulations of international carriers. 

- Billable weight will be calculated according to the greater of the actual weight and converted weight. The formula for the converted weight is as follows (unit: kg):

+ For local service : 

+ Air transport : Length * Width * Height (cm) / 6000      

+ Transport by road : Length * Width * Height (cm) / 3000                   

+ For international service : Length * Width * Height (cm) / 5000               

2.2. Packing method

- BPBK must be packed firmly, the packaging must be consistent with the form and nature of the item inside, in accordance with the shipping conditions; does not endanger the dispenser; do not contaminate or damage other BPBK or operating equipment.

- Goods must be wrapped and strapped.

- Some notes for specific goods:

+ Fragile, perishable, liquid, special goods:

+ Mandatory to close wooden crates, insert foam between the gaps.

+ To ensure that the item is not denatured at high temperature, it is necessary to use dry ice and ice for storage (use dry ice with a limited quantity for the journey by air).

+ For goods with barrels, bottles and jars with caps and stoppers, these barrels, bottles and jars must be hard enough to withstand pressure changes.

+ Liquid goods up to 250 ml volume will be put into plastic bags; Then, packed by plastic tube or carton.

+ High-value goods: must build plywood and insert foam.

+ Batteries and products with internal batteries (eg laptops, watches, phones ...), sent by airline, must be removed before packing.

+ Goods by post, of any weight and size, must be packed into boxes / boxes. If not packed, the Post Office will not accept the goods.

PART III: Acceptance, exploitation and delivery of parcels and parcels (BPBK)

1. Accept BPBK 

1.1. Accept postage

- When accepting items, staff should pay attention to check whether the item is on the list of banned items or not.

- If the consignment has conditions, it is necessary to advise the shipper to comply with the regulations on packing, compensation ... of SPEEDEX. 

- When accepting the item, the employee writes all the information printed on the mailing slip and returns the sender 01 copy (usually the green sheet).

- In case the sending slip is exported directly from PMS, the sender will receive back 01 copy by hardboard (printed with A5 paper) or a file with soft data (emailed).

1.2 Invoices and vouchers accompanying the goods

1.2.1. Provisions of the law on types of documents accompanying the goods when being transported or circulated on the market:

Source: Refer to Joint Circular No. 64/2015 / TTLT-BCT-BCT-BCA-BQP dated May 8, 2015.

1.2.2. SPEEDEX 's regulations on invoices and documents accompanying goods:  

- For dry goods, stored in cartons:

SPEEDEX staff to put invoices and vouchers into plastic bags and envelopes; then, put it inside the container. On this cargo box, it is clearly marked "with invoice and document inside the box".  

+ Numbering on the box. For example: piece 1, piece 2, piece 3 ....

+ On the sending slip (all 03 copies) clearly state the content: "Invoices and vouchers inside the box number ...". For example, if you put documents in box 3, write "Invoice, document inside box number 3".

- For goods of liquid cargo, chemical goods or dry goods but not contained in barrels:

+ Liquid goods or chemicals that easily damage invoices and accompanying documents. And items such as litchi plants, aluminum pipes ... are not packed into boxes. Neither of these types can provide an underlying document.

+ Therefore, to avoid damage / loss of original documents, SPEEDEX staff requires the sender to provide a copy (photo) of invoices and documents with legal stamp.  

+ Then, SPEEDEX staff to copy invoices and vouchers into plastic bags and envelopes, and stick to the packages. On the envelope when it says "Copies of invoices and vouchers".  

SPEEDEX staff makes separate sending slip to send original documents to recipients.  

1.2.3. Some notes for the sender:

- SPEEDEX is only in charge of transporting goods in accordance with quality standards committed and announced by SPEED EX .    

- SPEEDEX will not be responsible when the goods are temporarily seized / confiscated by the State Agency but the reason is that the sender does not comply with the provisions of the law, including but not limited to: documents accompanying the goods. wrong / missing chemistry; imported goods without additional labels; goods do not have a clear origin; the goods do not comply with the conditions of the law. 

- When the goods are temporarily seized / confiscated by a state agency, the sender is responsible for coordinating with the state agency to resolve the matter.

- In case the SPEEDEX 's sending slip clearly states " there are invoices and documents inside the box " and the receiver " signed and received " on the sending slip , SPEEDEX automatically understands that the receiver has received the documents from the sender. assigned to the recipient. Any complaints after that, SPEEDEX will not be responsible for settlement.         

1.3. How to write / show information on the submission form

- Address of sender and recipient address :

+ Clearly and fully write addresses of the sender and recipient, including the full name of the individual; company / agency name; apartment number; street / group / neighborhood / neighborhood name; name of ward / commune; District; province.

+ Written in Latin letters and natural numbers.

- Weight, size:

+ For parcels, write the net weight, in terms of weight to grams.

+ For parcels and goods, write the actual weight and number of packages. In case the converted weight is greater than actual weight, 3-dimensional dimensions and converted weight must be added.

Service annotation:

+ Click to choose the type of item: Documents / Goods / Gifts / Others.

+ Click to select basic service (sending service): Express delivery / Economy delivery / International Express / International Economy / Transport.

+ Click to select added service (if any).

- Professional instructions (if any): 

+ Write the content of the item in the box "Content"

+ In case of packing (wooden crates, cartons, foam-lined plywood ...), write them in the top corner of the form to identify and pack.

+ How to handle the case of no transmission: tick forward / refund / cancel / report sender.

+ Click on or note the added service / specific service (if any) and stick a special service stamp in the bottom left corner of the voucher.

+ If there are additional instructions, please note in the box "Special instructions".

- Charge and method of payment :

+ How to record charges:

+ For postal items using only basic services, the post office / center does not need to write the postage on the slip; Post offices / Centers only need to enter service information, destination and weight onto the PMS software, and PMS will calculate the fee automatically.

+ In the case of postal items using added services or specific services, in addition to specifying the service, the post office / center must also write the service charge in the box "Plus charge".

+ Payment method:

+ If the sender is an retail customer, the payment is made right at the time of receipt; Check the "Cash" box at the Post Office / Center.

+ If the sender is an organization / agency / business and has a postpay payment agreement (usually the payment is no later than 30 days from the date of closing the debt), the post office / center should tick the box " Debit".

+ Other contents:

+ The staff accepting the item (usually the delivery staff) signs and affixes the stamp of the post office / center in the box "Full name, signature GDV received". Note: items accepted a date must be stamped to show that date.

+ The sender signs and writes the date / month / year of sending in the box "Full name and signature of sender".

1.4. How to record / represent information on BPBK

- Address of sender and recipient address:

+ Clearly and fully write addresses of the sender and recipient, including the full name of the individual; company / agency name; apartment number; street / group / neighborhood / neighborhood name; name of ward / commune; District; province.

+ Written in Latin letters and natural numbers.

- Write the bill of lading number on the parcel, parcel (in the upper right corner).

- Stamp stamp on postal parcels and parcels (on the bill of lading number).

- For a postal article with 2 or more packages, the order of the parcel number is immediately followed by the bill of lading number.

2. Close outgoing mail trip 

- Classify postal items before closing the trip :

+ Mail and goods must be sorted out before the list is packed; mail and general merchandise cannot be listed on a single listing.

+ Divide the item according to each type of service before packing; Express mail (air) and delayed (overland) items are not listed on the same statement.

- Tools and instruments used to close the mail trip:

+ For parcels: use a plastic bag of 70x50 (cm) size (normal) for packaging. Each package contains a maximum of 60 items. Items packed in a package must be listed in one list (list level 1).

+ For parcel:

+ Use pineapple bags (sacks) to pack small and medium sized parcels. The number of parcels in each sack depends on the size of the parcel. Parcels packed in a sack must be listed together in one list (list level 1).

+ Operators can pack the parcel into carton size (usually) 65x40x55 (cm).

+ Perform weight list (package) weight and enter weight list on the system.

- How to close the list (normal) :

+ Post items are bounded into one list, called a level 1 list. For a level 1 list, an entity is allowed to close the list of dependent Mining or to "close" the list of a declaration. Other Waterfall / Other Units.

+ The level 1 lists are bound to a total list, called the second level list. The unit closes the mailing trip to its operations.

+ For some cases with special mail itinerary, the unit is allowed to close the mail trip to 02 operations. For example: BC Ca Mau is allowed to close the mail trip to Mining 4 (for items to the West) and is allowed to close the outbound mail trip Exploit 1 (for items to other regions).

3. Receive incoming mail trip: 

- Required actions to be taken before Exploiting incoming mail :

+ Check the status of the package / wrap to detect the deterioration, damage, and tear (if any).

+ Weigh the entire incoming mail trip, compare it with the weight recorded on the total list, detect and promptly handle cases of mistakes, deviations and loss.

- Exploit incoming mail :

+ Priority should be given to opening damaged or damaged packages (if any).

+ Open the package to ensure there is no damage to the parcel or parcel inside; Do not miss items in the package.

+ Get the master list (level 2) and child list (level 1). Checking and comparing data on postal software (abbreviated as PMS) to match with actual received postal parcels or not.

- Handling special cases when opening the package :

+ Excess or missing package or postal items:

+ Note down the number of statements or the number of bills of lading that are in excess or missing.

+ Notify by phone at that time to the adjacent previous unit. Then, send email to the relevant units. In case you cannot contact by phone, email is accepted.

+ Make quality records.

+ Lost line:

+ For package bags:

+ Report to the adjacent previous unit.

+ Make internal sending slip and return the lost bag package.

+ Make quality records.

+ For postal items: 

+ Receive mail trips, to the normal broadcast (operator's handbook).

+ Make a forward vote, choose the reason "Lost line".

+ Make quality records.

+ Moved, damaged:

+ Note down the list number or the bill of lading number being damaged or damaged.

+ Notify by phone at that time to the adjacent previous unit. Then, send email to the relevant units. In case you cannot contact by phone, email is accepted.

+ Make quality records.

+ Difference in weight of mail packages and packages: weight difference is accepted:

+ For package / package weighing up to 5kg, the maximum difference is 200 grams.

+ For packages / packages weighing over 5kg to 10kg, the maximum difference is 300 grams.

+ For packages / packages weighing more than 10kg, the maximum difference is 500 grams.

4. Go to the playbook

- After receiving the entire mail trip, the unit proceeds to divide the item according to each area - corresponding to the delivery range of each forwarder (NVGN). The postal arrangement of each delivery line must follow the delivery itinerary (usually from the near address to the remote address). After that, the unit proceeded to the distribution book according to that division.

- The parcels and parcels are distributed according to the delivery book on the following principles:

+ Make a broadcast book for each line of NVGN. Post items belonging to any staff level shall be posted to that staff line.

+ Mails using COD service will be posted on separate delivery books (but still ensure the principle of division by each delivery route) for easy management.

+ Returned items (from other units), lost items will be posted to the operator's handbook (NVĐH).

+ All items will have to be posted within 30 minutes of receiving the incoming mail.

+ One item is not allowed on 02 different delivery books.

- Mails using incremental services which have priority on delivery time (timed delivery, same-day delivery, bidding documents, priority delivery ...) must be handled immediately according to the above requirements. coupon sent.

5. Deliver items, enter information into the system 

5.1. Principles of delivering postal parcels

- The delivery unit must quickly organize the delivery of postal parcels and parcels to recipients; ensure quality criteria for each type of service.

- Forms of delivery of postal parcels and parcels:

+ Deliver to the recipient in person (as specified on the sending slip) or,

+ Deliver to the address of the recipient (delivered to the receptionist, clerks, mail receiver ...) or,

+ Delivered at the Company's transaction point (as specified on the sending slip).

5.2. The process of discovering postal parcels

 - Deliver postal parcels to the recipient's address:

+ NVGN must deliver the correct address of the individual / agency / company. For first-time delivery addresses, it is necessary to carefully ask recipients at the delivery address to avoid mishandling.

+ Request the recipient to sign, specify, and complete full name. For the service "Hand-out", "Get the recipient's ID number", the receiver is required to present ID card and write ID number on the sending slip. If the recipient does not make these requests, it will not broadcast.

+ For postal items which are not delivered in the first time, the reason and time of delivery must be clearly stated. Depending on each case, NVGN will perform the 2nd rediscover or hand over the postal item to the operator for processing.

Note :

+ In any case, NVGN is not allowed to sign for the recipient.

+ It is not allowed to put the item into the house, mailbox and sign and receive it by itself (although not requested by the recipient).

+ Delivery of items at Company / Agency: if the company / agency has security and NVGN is allowed to come inside to deliver the item, then NVGN must go inside to deliver the item to the receptionist / receiving department to send; Not allowed to broadcast for protection.

+ Delivery of postal items with the recipient's address as school:

+ The recipient is a teacher, it is necessary to have the faculty name and cell phone number of the recipient. In this case, NVGN must go to the delivery place.

+ The recipient is a student, must have class and mobile phone number. In this case, you can go to transmit or call the receiver and ask them to take it out.

+ Delivery of postal items with the recipient's address as the military security agency, the police, and some specific state agencies: the recipient must have a department (department) and mobile phone number. In this case, NVGN must go to the delivery place.

+ Delivery of postal items with the recipient's address as the building : 

+ In case the building is allowed to go in to deliver the postal item: NVGN proceeds to deliver as usual, that is, NVGN must come to their own house or company to deliver, absolutely not to deliver at the reception or security of the building. 

+ In case the building is not allowed to deliver the postal item: it is allowed to deliver it to the security guard or the building receptionist.

- Delivery of postal parcels and parcels at the transaction points of the Company : 

+ Request the receiver to present ID card to compare with the recipient's name on the sending slip.

+ Request the recipient to sign, specify, full name, ID number.

6. Handling undeliverable items

- The postal article is still undeliverable after 2 times of delivery at the same address on two consecutive sessions, the postage worker will hand over the item to the NVĐH, on the sending slip, clearly stating the time of delivery 2 times and the reason for not being delivered. .

- The modern worker handles the process as follows:

+ Determine the reason for not playing:

+ If postal item has contact phone number, NVĐH will contact the recipient to check the accuracy of the reason for not being delivered.

+ If the post does not have a contact phone number, the NVĐH based on the receiving address, search on google or contact the 116 switchboard (if in Ho Chi Minh City and Hanoi) or the 1080 switchboard to find the contact phone number. generation.

+ Handling undeliverable postal articles:

+ If the receiver cannot be contacted or the reason for not being able to transmit is correct, the operator will notify the transmitter (phone / email).

+ Within 48 hours from receipt of the mail:

+ If the unit accepts additional information, it will rediscover or forward or cancel;

+ If the accepting unit does not provide additional information or requests a refund, the transmitter will return the postal item to the accepting unit.

+ If the receiver changes the address, the transmitter must notify the accepting unit. When the agent accepts the request to transfer, the transmitter is allowed to forward.

- Operations for converting, transferring:

+ Make a refund / forward transfer slip, clearly stating: Bill of lading number, accepting unit, Refund reason / forwarding address.

+ Click, clip the refund / forward transfer slip by postal item.

+ Affix stamp on the transition slip to determine the unit, time of transition.