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I. PACKING GOODS REGULATIONS

1. Packaging Regulations:

+ To risk of damage or broken goods / equipments  during transportation process:

  • Fragile goods including: bottled food, perfume, wines and high breakable goods during transportation process.
  • Using wooden/plastic foam boxes or cartons with a soft inner lines to prevent collision and shifting during transportation process.
  • Boxes/cartons must be symbolized by specific stam such as fragile, layers, ... to define clearly during transportation process.
  • If customers can not Pack goods as packing standard regulations, customers can use GHTT packing services with full support and counted by packing fee.
  • If customers can not pack goods as packing standard regulations, GHTT have to refuse to deliver shipments, should be requested to change transportation methods or refuse compensation rights for damage or broken goods (if any)

+ Special materials, dangerous goods, fragile products:

  • Customers have to declare to GHTT all package/parcel information and packing condition in accordance with safety standards in trusted.

+ Electronic goods/special equipment:

  • Electronic goods have magnetic character especially mobile phone, laptop, tablet, camera, speaker, torch, mobile phone charger.
  • Carton boxes are used for packaging to ensure safety during transportation process.
  • Using soft material inserting between inner lines to ensure that goods can not be moved, friction or collision during the transportation process.
  • Protecting the container/box by sealing tape of the customers or GHTT’s tape.
  • In case of using air freight services, customers must strictly allow safety regulations in accordance with the requirements of aviation and Viet Nam’s Government.

2. General packing regulations:

  • Cartons is used for packing should be in good shape, no have torn, no wet conditions and ensure the inside safety of the parcels during transport process.
  • Liquid goods: Place the liquid containers upside, using the inner cover materials and serrated jaw. Packing materials must be protected goods without leaking.
  • For a special or out of gauge goods: Request to pack and gluing all protruding edges, corner or  of goods.
  • Make sure the boxes/cartons is on good conditions. Use sealing tape to seal the package before delivering.

==> Packing standard instruction in details, please see here

Pick up timeline : All working days of the week (except Sundays and public holidays)

  • Orders to be created before 10:00 am, GHTT will pick up parcels in the morning until 12:00.
  • Orders to be created from 10:00 am to 16:00, GHTT will pick up parcels until 18:00.
  • Special case : Orders to be created after 16:00, GHTT will serve as sender request.

-  The orders have been delivered to GHTT staff, but the sender wants to cancel order and withdraw goods.

The sender should do the following:

- Customer creates an order on the Customer App:

  • Contact with GHTT call center for cancelling orders before 12:00 (applied for orders picked up goods on morning)
  • Contact with GHTT call center for cancelling orders before 16:00 (applied for orders picked up goods on afternoon)
  • After above mentioned time, the orders continue to  deliver, fee will be counted as order (01 time delivery)

- Customer creates order on the website:

  • Customers browse on website www.giaohangthutien.com, click on the “Cancel” button
  • GHTT will update information and order status, then goods will be remained at GHTT warehouse within 24 hours.
  • In case customer cancels order after picking up goods, delivery fee will be charged.
  • GHTT will support the sender to deliver goods/parcels one (1)  time more  for order cancellation if the sender request to re-deliver.

- Delivery staff failed in picking up good two times  (reasons: goods are not ready, don’t contact to the sender ...), the order will automatically be cancelled on GHTT system. 

  • Please create new orders on Giaohangthutien.com  (created order here)

- Regulations on handover parcel to delivery staff:

  • Handover minute will be made with consent between sender and delivery staff when picking up goods conbined with attached invoices and all related documents. This information should be updated on GHTT system.
  • When handover the package, Customer need to ask pick up person sign the picking receipts with his/her signature.
  • On pick up and delivery process , customer have to request delivery staff sign back on receipts (receipt is the proof show up in case need) 
  • If customers only send 2 orders only, will receive B/L number directly.
  • If customers send more than 3 orders / time, delivery staff will sign on receipt, order list with B/L. GHTT will update order status on account and send related information on the next working day.


 

Delivery regulations:

* GHTT will process orders and deliver goods to customers according to the commitment timer for each service package.

* Before delivery time 1 hour, Delivery man will make a phone call to customer to confirm delivery time, If  delivery man can not contact to customer, the packages will be stored in the delivery warehouse within 24      hours from the first contact.

* Delivery man will re-call to customer, the 2nd time will re-delivery. 

* In case phone call still can not be connected, orders will be proceeded as following:

  • Delivery man will contact back to shop’s owner to inform order situation.

  • If receiver confirms to receive parcel, GHTT  will re-deliver to the customer. Delivery fee is still counted as normal price tariff.

  • f receiver refuses to receive parcel, GHTT will cancel order. Shipment will be returned back to shop owner.

  • Base on location and delivery route, returning time will be updated on tracking system and mail notification will be sent to the customer.

  • GHTT encourage customers provide two (02) phone numbers of receiver for restriction goods returning back issue.

Base on the sender request, giaohangthutien.com can meet customer requirements as following options:

  • The sender agree to check good/parcel before receipt.

  • The sender disagrees to check good/parcel before receipt

  • For parcels in full box conditions, receivers do not allowed to open the seal for checking before receipt.

  • For goods with sealing stamp,  receivers do not allowed to open the seal for checking  before receipt.

* Cash On Delivery will return the package in the following cases:

  • COD worker can not contact to receiver after 3 time since COD start to delivery the package
  • Sender confirms return products because the recipient refuses to receive the package.
  • Products was stocking in COD warehouse over 48 working hours without any feedback from the sender and receiver about the order status.

* Responsibility of the parties when products are returned:

  • The sender is charged return fee equal to 50% of delivery fee.

* Responsibility for notification

  • When the order is unsuccessful delivery, COD will update the actual order status on the system and notify to the customer via email and on the COD App.
  • Customers should check the reason for unsuccessful delivery, customer and COD coordinate together  for delivery processing promptly.
  • If COD do not receive any sender feedback within 48 hours, COD will automatically return the send address without prior notice.

 

COD COMPENSATION REGULATION

 

GHTT have the right to compensate in indicated case below:

Once finding out the perished of goods in delivery process, customers (the receiver) must be refused the parcel/goods at the time our staff request, write down the actual condition of goods onto delivery note using for claim proof of customers.

* Toward safety delivery service in 24h, GHTT  have compensation level as below: 

  • Compensating 100% value of goods, maximum up to 3 mil VND/order. 

* Toward safety delivery service in 6h, GHTT  have compensation level as below: 

  • Compensating 120% value of goods, maximum up to 10 mil VND/order. 

* Toward safety delivery service in 6h, GHTT  have compensation level as below: 

  • Compensating 130% value of goods, maximum up to 10 mil VND/order. 

* GHTT have the right to refuse compensation in indicated case below:

  • Lost arised completely from customer’s mistake/receiver’s mistake.
  • Lost arised from natural character of goods or constant damage of goods.
  • Customers/Receiver do not identify the proof of delivery, evident of damage of goods.
  • Goods  had been deliveried, and receiver do not have any comments/claim when takes goods.
  • Goods do not have VAT invoice, certificate of origin can not be identified, seize or dispose by Government.
  • Customer take the wrong action in claim settlement regulations, claim regulation issued by Law.
  • Goods had been stolen, seize by receiver, who is indicated by shipper.
  • Force majeure case indicated by Viet Nam Laws.
  • In case part of damage happened by customer/receiver violates regulations, GTTT do not have the responsibilities to take compensation equal with damage level takes by customer / receiver.

For more details, please see at here

Step 1: How to claim 

- All issues arised involved to delivery services, you can contact with us for requested by some below case:

* www.giaohangthutien.com

* Fanpage: https://www.facebook.com/Giaohangthutien365/

* Chat live via skype, zalo, line, facebook,...

* Email: cskh@giaohangthutien.com 

* Hotline: 0916.968.365

Step 2:  Claim receiving process

Once receiving claim from customers, GHTT process claim information by direct call to customers/send email to customers for clarify claim issues (please take note clear claim content , receipt or invoice involved to the parcel for request settlement).

-  Claim timeline regulation:

+  02 months, from the day finished delivery parcel to end customers for the claims in lost, undefined mistake, perishing of goods arised within the time target of service.

+  01 month,  from the day finished delivery parcel to end customers for the claims in late COD cashback, service quote, service quality and other content involved to parcel.

+  Claim will be received and settled by our CS department not later than 07 working days from the receiving request time.

+ In case do not receive claim request, not later than 05 working days from the receiving time, GHTT will launch announcement to customers for understanding and issuing the reason in refusing claim request.

+   Claim timeline do not accede 02 months from the receiving request day.

Step 3: Claim settlement process

- GTTT have to responsibilities to announce the claim settlement results to customers by direct call or email.

- In case claim can be settle  right now for customers, GHTT do not need to settle claim in procedure, but must be make the text to inform the results with both confirmation.