Express service National standard Express service Part III: Service link

GB/T279 17 This part specifies the specific requirements for domestic express delivery services and international, China, Hong Kong, Macao and Taiwan express delivery services.

This part is applicable to organizations and personnel providing domestic, international and China, Hong Kong, Macao and Taiwan express delivery services.

2 normative reference documents

The following documents are essential for the application of this document. For dated reference documents, only dated version is applicable to this document. For undated reference documents, the latest version (including all revisions) is applicable to this document.

GB/T279 17. 1 Express Service Part I: Basically belongs to

3 Terms and definitions

Terms and definitions defined in GB/T279 17. 1 apply to this document.

4 General rules

System optimization

Express service organizations shall formulate complete business processes and operational norms to ensure close cooperation and coordination of all links.

Strict quality control

The operation of each link should meet the requirements of business process and operation specification to ensure the quality of express delivery service.

4.3 Information Integrity and Coordination

The operation information of each link should be recorded completely, clearly and accurately, and uploaded to the network in time to ensure the coordination of express mail and related information.

job/work safety

In the operation process of each link, safety measures should be formulated to ensure the safety of express delivery and user information.

5. Domestic express delivery business

abstract

The service links of domestic express delivery business mainly include: receiving and sending, sorting, sealing, transportation, delivery, inquiry, complaint and compensation.

Receiving and sending

Receiving and sending forms

Acceptance should mainly include door-to-door acceptance and business premises acceptance.

home delivery service

order

Express service agencies shall meet the following requirements when receiving orders:

A) Record the user's name, pick-up address, contact information, express delivery type, express delivery name, express delivery destination and other related information;

B) Appoint the time for picking up the goods;

C) If the courier service cannot be provided, inform the user in a proper way.

collect

The courier service agency shall immediately notify the recipient to pick up the order after receiving it.

Receiving and dispatching personnel's delivery includes the following requirements:

A) Unless otherwise agreed, the delivery time shall be within 2h;

B) Wear a uniform with organization logo and a badge or badge;

C) Necessary express waybills, express packaging supplies and measuring instruments shall be brought;

D) After the express mail is picked up, it shall be delivered to the express business place or the express mail processing place in time.

Receiving and dispatching in business premises

Express delivery service organizations shall, when receiving and posting in their business premises:

A) Inform the service scope, service time limit, service fee and the provisions prohibiting and restricting the delivery of articles;

B) Provide users with basic articles and appliances.

check

Visual inspection requirements

The sender shall require the user to truthfully inform the type and nature of the internal parts of the express mail.

When necessary, the courier service agency may require the user to open the mail delivered by the user for inspection, but shall not check the contents of the mail. For express mail other than letters delivered by users, the courier service agency shall inspect the contents on the spot when receiving and posting. If the user refuses to check, it will not be accepted and sent.

During inspection, the following requirements shall be met:

A) Check whether the articles delivered by users conform to the national regulations prohibiting and restricting delivery, and whether they are consistent with the contents filled in the express waybill;

B) If it is found that it is forbidden to send or deliver articles, it shall be rejected, and the reasons shall be explained to the sender;

C) If restricted articles are found, the sender shall be informed of the handling method and extra expenses.

5.2.4.2's special situation

According to experience, if the recipient is still not sure about the safety of suspicious items, he should ask the sender to issue a safety certificate from the relevant department, otherwise it will not be accepted.

When receiving and sending goods with safety certificates, courier service agencies shall truthfully record the name, specifications, quantity, receiving and sending time, names and addresses of senders and recipients, and the record retention period shall be no less than 1 year.

package

5.2.5. 1 packing form

The packaging of express mail should mainly include two forms: the courier salesman is responsible for the packaging and the sender is responsible for the packaging.

5.2.5.2 weight and specifications

A single piece of express mail shall meet the following requirements:

A) The mass of a single piece shall not exceed 50kg；;

B) The length of any side of the package specification shall not exceed 150cm, and the sum of the three sides shall not exceed 300cm.

5.2.5.3 usually requires

When packaging, express packaging products that meet the requirements of national standards and industry standards should be used.

When packing, express mail should be prevented:

A) Deformation, rupture, damage or degradation;

B) Harm users, courier salesmen or others;

C) Contaminate or damage other express mail.

The courier salesman is responsible for packaging. If the sender needs to pay the fee, he should inform the user of the required fee before packaging.

specific requirements

The packaging of letters, parcels and printed matter shall meet the following requirements:

A) The packaging of letters shall not affect the normal sealing of express envelopes. After the packaging is completed, the words "letter" shall be marked in a prominent position in the express envelope, and the letter shall not be delivered as a package;

B) Packaging should comprehensively consider the nature, state, volume, quality, distance and mode of transportation of the delivered goods, and select the appropriate packaging mode;

C) Printed matter should be packed smoothly.

Weighing and billing

Express service agencies shall use weighing instruments such as scales and tape measures to measure the actual weight and volume weight of express mail, determine the correct charging quality, and determine the service fee according to the charging quality and service type.

Express service organizations shall inform users of the basis, standards or service fees before providing services.

After the sender pays the fee, the courier service agency shall provide the invoice to the sender.

5.2.7 Fill in the express waybill

5.2.7. 1 prompt

Before filling in the express waybill, the courier service agency shall remind the sender to read the service contract terms of the express waybill, and suggest the sender to buy insured or insurance services for valuables.

5.2.7.2 fill in the requirements

The sender shall fill in the express waybill according to the relevant requirements to ensure that:

A) the handwriting is clear and neat

B) Fill in the name, model, quantity and other information of internal parts accurately;

C) The name, address and contact information of the sender, and the name, address and contact information of the recipient shall be filled in completely.

5.2.8 Input of sending and receiving information

After the express mail is received and sent, the receiving and sending information should be entered in time and uploaded to the network according to the regulations.

5.3 Internal treatment

5.3. 1 Overview

The internal processing of express mail mainly includes sorting, sealing and transportation.

If prohibited items are found in internal processing, the delivery should be stopped immediately. Dangerous goods such as reactionary newspapers, books, obscene articles and drugs shall be promptly notified to the public security organs for handling and reported to the local postal administration department in time.

classify

Sorting includes the following requirements:

A) Sorting according to the receiving address, express mail type and service time limit;

B) The operation shall be carried out in different areas;

C) Civilized sorting should not be carried out savagely. When sorting express mail, the distance between contact surfaces where express mail is placed shall not exceed 30cm, and fragile parts shall not exceed10cm; ;

D) Small items and express documents should not directly touch the ground;

E) Express mail should be sorted accurately to avoid the phenomenon of misclassification and detention;

F) Sorting information shall be entered and uploaded to the network in time according to regulations.

Seal and send

Sealing includes the following requirements:

A) It shall be sealed accurately to prevent hair from being sent wrongly and leaking;

B) Set up a general contractor to seal up small items that need to be transshipped midway;

C) Enter the release information in time and upload it to the network as required.

transport

Transportation includes the following requirements:

A) During the loading and unloading of express mail, ensure that the express mail is not damaged, check the quantity and quality of express mail, and record the abnormal express mail in time and indicate the handling situation;

B) If transshipment is required, it shall be carried out in strict accordance with the transshipment time limit;

C) Transportation shall be carried out according to the designated route. In case of special circumstances, if the original designated route is not applicable, the scheme can be adjusted according to the actual situation and recorded.

D) Enter traffic information in time and upload it to the network according to regulations.

5.4 delivery

5.4. 1 table

The delivery form should mainly include face-to-face delivery according to the name and address, self-delivery by the user or negotiation with the user.

5.4.2 delivered in person according to the name and address.

5.4.2. 1 delivery time

The delivery of express delivery service institutions shall not exceed the service time limit promised to users.

5.4.2.2 vocational clothes

At the time of delivery, the recipient should wear uniform clothes with organization logo, and wear a work number plate or work card.

5.4.2.3 delivery time

Express service agencies shall provide at least 2 free express services.

If the consignee still needs the courier service to deliver the undelivered express twice, the courier service agency may charge extra fees, but it shall inform the consignee of the charging standard in advance.

5.4.2.4 Express Sign for Receipt

5.4.2.4.1acceptance

When the courier delivers the express mail to the recipient, he shall inform the recipient to receive and send the express mail in person. The outer package of the express mail is in good condition, and the recipient shall confirm and sign it. If the outer package is obviously damaged, the recipient shall inform the recipient to accept the inner package before signing for it; Unless otherwise agreed between the courier service agency and the sender.

For online shopping, payment collection and other express mails that have special agreements with customers, the courier service agency shall sign a contract with the sender (merchant) in accordance with the relevant provisions of the state, clarify the rights and obligations of the courier service agency and the sender (merchant) in the receipt and delivery of express mails, and provide acceptance and delivery services that meet the requirements of the contract; The sender (merchant) shall inform the recipient of the specific receiving and sending procedures and other requirements in an appropriate way, and the courier service agency may also give tips when sending and delivering; After acceptance, if there is no objection, the recipient will confirm the signature.

If the relevant state departments have other provisions on receiving and sending express mail, those provisions shall prevail.

collect

If the recipient can't accept it himself, with the permission of the recipient (sender), someone else can sign for it. When collecting, the collector shall verify the identity of the collector and inform the collector of the collection responsibility.

exceptional case

In the process of receiving and posting, if it is found that the express mail is damaged, the consignee shall indicate the situation on the express mail waybill, which shall be signed by the consignee (agent) and the consignee. If the recipient (agent) refuses to sign for it, the recipient shall indicate it.

5.4.2.5 charges.

After the recipient (agent) pays the fee, the courier service agency shall provide the invoice.

5.4.3. User self-help

User self-service is mainly applicable to the following situations:

A) Deliver undeliverable express mail twice;

B) Requirements put forward by relevant government departments (such as customs, public security, etc.). ).

Consultation with users

For users with special needs, express delivery service agencies can negotiate with users and take other ways to vote for users appropriately.

5.4.5 Unable to deliver the express mail

The courier service organization shall contact the recipient before delivery and take the following measures when the express mail cannot be delivered:

A) If it can't be delivered for the first time, you should take the initiative to contact the recipient and inform the recipient of the time and contact information for delivery again. If you don't contact the recipient, you can leave a delivery notice at the recipient to inform the recipient of the time and contact information for re-delivery.

B) If it is still undeliverable after redelivery, the recipient can be notified to collect it by himself, and the place and working hours for the recipient to collect it by himself. If the recipient still needs to deliver, the courier service agency can provide relevant services, but it should inform the recipient of the charging standard and service fee in advance;

C) If the addressee cannot be contacted, or the addressee refuses the express mail, the courier service agency shall contact the sender before the time limit for complete delay arrives, and negotiate the handling method and expenses, mainly including:

1) If the sender abandons the express mail, it shall sign the express mail abandonment statement of the express service agency, and the express service agency shall handle the express mail according to the express mail abandonment statement;

2) If the sender needs to return the express mail, he shall pay the return fee.

There is no express delivery

5.4.6. 1 processing mode

The courier service institution shall register the courier in time, and concentrate the courier 1 time to the local provincial postal administration department or other offices every six months to apply for centralized processing.

5.4.6.2 deadline

Letters without express mail, unclaimed for more than 6 months from the date when the courier service organization confirmed that they could not be returned, shall be destroyed by the courier service organization under the supervision of the postal administration department.

If other express mail without express mail is unclaimed for more than 6 months from the date when the express service agency confirms that it cannot be returned, the express service agency will open it under the supervision of the postal administration, except for items that are not suitable for preservation.

5.4.6.3 disposal

If there is no express mail due to the missing information of the sender or the recipient, and the information of the recipient or the sender can be found in the dismantled items, you should continue to try to deliver or return it. In addition, the items that can be sold should be handed over to local governments for purchase, and the price should be turned over to the state treasury; Can not be sold, should be disposed of according to the following requirements:

A) certificates of deposit, passbooks and checks shall be sent to the local people's bank for processing, and other real-name registration system-rated securities shall be sent to the issuer for processing;

(2) Gold and silver ornaments shall be purchased by institutions designated by postal administrations and turned over to the state treasury by postal administrations;

C) Domestic currency shall be turned over to the State Treasury by the Postal Administration, and foreign currency shall be turned over to the State Treasury after being converted into RMB by the Postal Administration;

D) The household registration certificate, passport and other documents shall be sent to the issuing authority for handling;

E) Other items that cannot be sold shall be properly handled according to specific conditions.

5.4.7 Time limit for complete delay

The courier service agency shall compensate for the completely delayed express in accordance with the relevant provisions.

According to the types of domestic express delivery services, the time limit for complete delay should mainly include:

A) Express delivery in the same city for 3 calendar days;

B) Express delivery in different places and in the province for 7 calendar days.

Note: The time limit of complete delay refers to the time interval from the time limit of express delivery service promised by the express delivery service organization to the time when the user can regard the express delivery as lost. For example, the time limit of inter-provincial express delivery service promised by a courier service organization is one calendar day. If the express delivery fails to arrive after +7 calendar days from the date of delivery, it can be regarded as a complete delay (loss), and other types of express delivery will be analogized.

5.4.8 Enter the delivery information

After the courier delivers the express mail, he should enter the delivery information in time and upload it to the network.

5.5 investigation

5.5. 1 query channel

Express service agencies shall provide customers with free inquiry channels such as telephone or Internet according to the types of business.

5.5.2 Query Vouchers

After the express mail is received and sent, users can query the express mail with the express waybill.

5.5.3 Query content

The inquiry content should include the current service link and location of the express mail.

For domestic express delivery in different places, the express delivery service agency shall provide real-time inquiry service with full tracking.

5.5.4 Time for Acceptance of Inquiry

The acceptance time of domestic express internet inquiry should be 24 hours a day, 7 days a week; Domestic express telephone manual inquiry acceptance time should be 7 days a week, not less than 8 hours a day.

5.5.5 Time limit for inquiry and reply

For express mail that cannot be inquired through the Internet, the courier service agency shall inform the user within 30 minutes of the user's telephone inquiry, which mainly includes:

A) Service link and location of express mail;

B) If the express instant message cannot be provided, inform the user of the complete delay time limit and claim procedure.

5.5.6 Validity period of inquiry information

The validity period of domestic express inquiry information should be 1 year.

5.6 Complaints and appeals

5.6. 1 complaint

5.6. 1. 1 complaint acceptance

Express service agencies should provide users with complaint channels, mainly including internet, telephone and letters.

Domestic express complaints are valid for 1 year.

Express service organizations shall record the following information when accepting complaints;

A) The name, address and contact information of the complainant;

B) Reasons, purposes and requirements of the complaint;

C) Details of other complaints.

In the process of recording, the courier service agency shall check the information with the complainant to ensure the accuracy of the information.

5.6. 1.2 Time limit for handling complaints

The time limit for handling domestic express service complaints should not exceed 30 calendar days, unless there is a special agreement with the complainant.

5.6. 1.3 Complaint handling

The courier service institution shall analyze the complaint information, put forward a treatment plan, formulate remedial measures, and deal with it in time according to the service commitment.

After the complaint is handled, the courier service organization shall promptly inform the complainant of the handling result within the handling time limit.

If the complainant is not satisfied with the handling result, he should inform other available handling methods.

Express service agencies shall take measures to improve service quality according to the statistical analysis results of complaint information.

5.6.2 Appeal

If the user fails to reply within 30 calendar days after complaining to the courier service organization, or is dissatisfied with the handling and reply of the courier service organization, he may complain to the postal administration department.

The time limit for domestic express service appeal is 1 year.

5.7 compensation

If the express mail is delayed, lost, damaged or the contents are inconsistent, the courier service agency shall make compensation (see Annex A for specific provisions).

5.8 Exceptions

5.8. 1 redirection

Before the delivery of domestic express mail is completed, if the sender applies, the courier service agency can provide re-mailing service (the address of the delivery can be changed, but the recipient cannot be changed). When the courier service agency provides the re-mailing service, it shall inform the sender of the re-mailing fee and charging standard.

withdraw

For the first undelivered domestic express, if the sender applies, the courier service agency can provide pick-up service. When providing pick-up service, the courier service agency shall inform the sender of the expenses and charging standards to be borne.

6 international express service

6. 1 overview

International express service includes international outbound express service and international inbound express service.

The domestic service links of international outbound express service mainly include: receiving and sending, sorting, sealing, transportation, export declaration, as well as inquiry, complaint and compensation.

The domestic service links of international inbound express service mainly include: import declaration, transportation, sorting and delivery.

Unless otherwise specified, the express delivery business in Hong Kong, Macao and Taiwan shall conform to the provisions of international express delivery business.

6.2 International outbound express delivery

6.2. 1 Receiving and sending

general provision

The receipt and delivery of international outbound express mail shall comply with the provisions of 5.2.

6.2. 1.2 Special Provisions

6.2. 1.2. 1 receiving orders

For international outbound express mail, the following requirements should also be met when taking orders:

A) Assist users to understand the special regulations of destination countries or regions on express mail;

B) For express delivery items, the sender shall be prompted to prepare relevant documents required by the customs.

6.2. 1.2.2 test

Check whether the express mail meets the requirements of China and the destination country or region.

For international outbound express mail, it is also necessary to check whether the documents required for cargo express mail meet the requirements. If it does not meet the requirements, the express mail can be rejected.

Weight and specification

The weight and specifications of international express mail, if there is a special bilateral agreement, can be implemented according to the agreement.

6.2. 1.2.4 charging

The courier service organization shall clearly inform the sender of the additional expenses that may be incurred by the international courier service, mainly including:

A) international aviation fuel surcharge;

B) Customs declaration fee for express delivery;

C) Other expenses that need to be paid by users.

6.2. 1.2.5 Fill in the express waybill.

The recipient shall instruct the user to fill in the international express waybill correctly.

6.2.2 Classification, sealing and transportation

The sorting and transportation of international outbound express mail shall meet the requirements of 5.3.2 and 5.3.4 respectively.

When sealing, international express mail should be packaged and sealed separately, and it should not be mixed with domestic express mail.

Export declaration

summary

International outbound express mail shall be declared to the customs for export in accordance with relevant laws and regulations.

International outbound express can be declared as an agent.

Express service agencies can set up a customs declaration department, equipped with customs declarers, apply to the local customs for customs declaration qualification, handle customs declaration business, and cooperate with the customs to inspect and release international express mail under customs supervision.

6.2.3.2 Customs Declaration Requirements

Express service agencies shall meet the following requirements when declaring customs:

A) The outer package of express mail shall be marked with a bar code meeting the requirements of automatic customs inspection;

B) Express mail delivered by users who need health quarantine or animal and plant quarantine shall be accompanied by quarantine certificate;

C) Submit the documents and materials required for express customs declaration to the customs in time, and truthfully declare the express mail sent;

D) International outbound express mail shall be stored in the customs express mail supervision place and properly kept from the time of declaration to the time of exit;

E) Without the permission of the customs, the express mail within the supervision period shall not be loaded, unloaded, unpacked, repackaged, picked up, delivered, shipped or otherwise operated;

F) When the customs detains or confiscates some or all articles, it shall timely deliver the detention notice issued by the customs to the sender.

6.2.4 Inquiry

For international outbound express mail, the courier service agency shall provide instant inquiry service for the whole process, and meet the requirements of 5.5. 1, 5.5.2, 5.5.3 and 5.5.5.

International express mail inquiry information is valid for 6 months.

The acceptance time for manual inquiry of international express telephone is 5 days per week, and it should be no less than 8 hours per day.

Where an international express delivery business is operated through an agent, the express delivery service organization shall exchange and transmit express delivery information with overseas agency organizations in a timely manner, and follow up the inquiry.

6.2.5 Time limit for complete delay

The time limit for complete delay of international express delivery is 2 1 calendar day.

Complaints and appeals

6.2.6. 1 Complaint acceptance

Express service agencies should provide users with complaint channels, mainly including internet, telephone and letters.

International express complaints are valid for 6 months.

When accepting a complaint, the courier service organization shall record the following information:

A) The name, address and contact information of the complainant;

B) Reasons, purposes and requirements of the complaint;

C) Details of other complaints.

In the process of recording, the courier service agency shall check the information with the complainant to ensure the accuracy of the information.

Complaint handling in 6.2.6.2

The complaint handling of international express mail should meet the requirements of 5.6. 1.3.

The time limit for handling international, Hong Kong, Macao and Taiwan express complaints shall not exceed:

A) 60 calendar days for international express delivery;

B) Express shipments from Hongkong, Macau and Taiwan Province take 30 calendar days.

6.2.6.3 complained.

If the user fails to reply within 60 calendar days after complaining to the courier service organization, or is dissatisfied with the handling and reply of the courier service organization, he may lodge a complaint with the postal administration department.

The appeal time limit for international express delivery is 6 months.

withdraw

Before the international express is cleared, the courier service agency can provide pick-up service.

When the sender applies to the courier service agency for pickup, the courier service agency shall inform the sender that he needs to bear the pickup fee and inform the charging standard.

compensate

If the express mail is delayed, lost, damaged or the contents are inconsistent, the courier service agency shall make compensation (see Annex A for specific provisions).

6.3 International Inbound Express

Import declaration form

The declaration of international inbound express mail shall meet the requirements of items (1), (2), (3) and (5) of 6.2.3.2.

From the declaration to the completion of customs clearance, international inbound express mail shall be stored in the customs express supervision place and properly kept.

When the customs detains or confiscates part or all of the internal parts, it shall timely deliver the detention notice issued by the customs to the addressee.

6.3.2 Classification and transportation

The international sorting and transportation of express mail shall meet the requirements of 5.3.2 and 5.3.4 respectively.

When sorting international inbound express mail, the relevant information of the express waybill shall be translated into Chinese according to the requirements of the customs.

pay

The delivery of international inbound express mail shall meet the requirements of 5.4.

If there is no international express mail, the courier service agency shall handle it in accordance with 5.4.6. 1 and 5.4.6.3 after the expiration of the storage period of 3 months; The express mail at the customs declaration stage shall not be handled by the customs according to law.