OPERATION FLOW

REROUTE SCANNING (DEPARTURE)

Step 3: Click at next station Step 4: Write 998 and
choose
SHAHALAM GATEWAY

51

REROUTE SCANNING (DEPARTURE)

Step 5: Click at scan Step 6: Scan barcode
at awb

imbas secara lambak/
continuos scan for faster
scanning

52

REROUTE SCANNING (DEPARTURE)

Step 7: Click upload after already
scan all awb at parcel

53

OVERNIGHT SCANNING

• Scanning overnight will start at 5.30PM and above
• All parcel need overnight scan
• Storekeeper need tell PIC if there any problem or mistaken

54

OVERNIGHT SCANNING

Step 1: Open JTD, click at Step 2: Click at Ovenight DP
operation

55

OVERNIGHT SCANNING

Step 3: click at overnight Step 4: choose the right
reason reason

56

OVERNIGHT SCANNING

Step 5: Click scan Step 6: Scan barcode
at awb

imbas secara lambak/
continuos scan for faster
scanning

57

OVERNIGHT SCANNING

Step 7: Click upload after already scan all awb at parcel

58

NEW RETURN PROCEDURE (CONTENTS)

WM-WM, SBH-SBH, SWK-SWK
SHOPEE [WM-EM, EM-WM]
VIP [WM-EM, EM-WM]
WALK-IN [WM-EM, EM-WM]
SUMMARY

59

NEW RETURN PROCEDURE

Return parcel occurs when the parcel not able to deliver due to few factors.
Why delivery unsuccessful?
Ø Receiver refused to pay any COD/DFOD fee
Ø Sender request to return the parcel
Ø Sender agreed to return the parcel due to receiver reject the parcel
Ø Delivery signature cannot be done after 3rd attempt.
Ø Unable to reach receiver.
Ø Fail to contact customer (after 3rd attempt)

60

RETURN REQUIREMENT

1 2 3

Return Register Return Confirmation Return Signature

(done by Delivery Station) (done by pick up station) (done by sender delivery station)

61

WM-WM, SBH-SBH, SWK-SWK

Delivery CDC Sender DP Delivery CDC

Return Register Return Confirmation Print Return Waybill

Sender CDC Sender CDC Delivery CDC
Return Signature Deliver Parcel Depart to Sorting Center

62

RETURN OERATION WM-WM, SBH-SBH, SWK-SWK

Delivery Station Confirm with sender DP Delivery Station Pick up Station Delivery Station
Return Register
Problematic Contact thru Identified the reason Once return request
Scanning and whatsapp/Dingtalk/CRM and confirm the return is confirmed, staff
occured return request within 24hrs,if
on the parcel status not the request will be need to print out the
condition return waybill.
auto confirmed.

Sender’s Delivery Sorting Centre Sorting Centre Delivery Station Delivery Station
Station
Depart the parcel to Depart the parcel to Depart the parcel to Once return request is
Dispatcher take out for sender’s delivery destination sorting respective sorting confirmed, staff need to
delivery and perform station
“Return Signature” center centre print out the return
waybill, paste on the

previous waybill

63

EXAMPLE RETURN WAYBILL

• Return indicator
• Sender address will

be changes to
receiver address
• Although the sender
address is different
with pick up address.
The area code will
auto generated
based on the sender
address.

64

RETURN OPERATION FLOW (WM-EM, EM-WM)

SHOPEE, LAZADA, TIKTOK &NATIONWIDE VIP

Delivery CDC Sender DP Delivery CDC

Return Register Return Confirmation Green Return Sticker

Sender CDC Delivery CDC
Return Signature Depart East/West MYS

65

RETURN OPERATION FLOW (WM-EM, EM-WM)

SHOPEE, LAZADA, TIKTOK &NATIONWIDE VIP

Delivery Station Confirm with sender DP Delivery Station Pick up Station Delivery Station
Return Register
Problematic Contact thru Identified the reason Once return request is
Scanning and whatsapp/Dingtalk/CRM Sorting Centre and confirm the return confirmed, staff need to paste
occured return Depart the parcel to request within 24hrs,if the “Green Return Sticker”
on the parcel status not the request will be on the parcel and make sure
condition sender’s delivery
station auto confirmed. to cover the previous area
code

Sender’s Delivery Station Sorting Centre Delivery Station

Dispatcher take out for Depart the parcel to Depart the parcel to
delivery and perform destination sorting respective sorting
“Return Signature”
center centre

66

RETURN OPERATION FLOW (WM-EM, EM-WM)

VIP & WALK IN

Delivery CDC Sender DP Delivery CDC

Return Register Return Confirmation New DFOD Waybill

Delivery DP Delivery CDC Delivery CDC
Return Signature Depart East/West MYS Return Signature

67

RETURN OPERATION FLOW (WM-EM, EM-WM)

VIP & WALK IN

Delivery Station Confirm with sender DP Delivery Station Pick up Station Delivery Station
Return Register
Problematic Contact thru Identified the reason Once return request is
Scanning and whatsapp/Dingtalk/CRM and confirm the return confirmed, staff able to do
occured return request within 24hrs,if return signature with the
on the parcel status not the request will be
condition parcel photo as POD.
auto confirmed.

Sender’s Delivery Station Sorting Centre Sorting Centre Delivery Station

Dispatcher take out for Depart the parcel to Depart the parcel to Create a new DFOD
delivery. Perform the sender’s delivery destination sorting waybill and remarks
delivery signature and station previous waybill number
center
collect the DFOD

68

VIP & WALK IN CUSTOMER

1. Remark new AWB number [Receiver
Consignee] in JTS’s Return
Signature interface when ending the
old AWB life cycle.

2. Pick up DP are not allowed to reject
the return confirmation for COD
parcel before contacting the sender,
or else it will caused the CDC to
trigger forced collection.

69

RETURN REGISTER SCANNING (JTD)

• Open JTD > Return Registration > Select Type of Return > Select the right reason

70

RETURN REASON TYPE

• Ensure the delivery DP use the correct reason when request for return. 71
• This reason is important because will be use for data analysis why parcel has been returned.

RETURN CONFIRMATION (JTD)

• It is sender DP duty to recheck the
tracking on JTS tracking monitoring
to see whether is there any POP
and contact with sender to get
sender confirmation.

• Sender DP can know this parcel
attempted how many times delivery
before proceed return.

72

RETURN CONFIRMATION (JTS)

JTS > Return > Pick Up Station Return Confirmation

• Sender DP can know this parcel attempted how 73
many times delivery before proceed return.

• It is sender DP duty to recheck the tracking on
JTS tracking monitoring to see whether is there
any POP and contact with sender to get sender
confirmation.

RETURN SIGNATURE

Remarks:
• Upload photo based on POD standard.
• Don’t get mess with normal signature.

Remarks:
• If COD return parcel has

been normal signature,
dispatcher will need to bear
the COD cost.

74

ABNORMAL TERMINATION SCANNING (ATS) PROCEDURE

Purpose:
• Close the parcel cycle
• Status become CLOSED
• Shipping AWB Inquiry will show ticked
• at Abnormal ID

Types of parcel can ATS:
• Damage parcel
• Lost parcel

• Working days: Monday to Friday (except Sat, Sun & public holidays)

• Applicants must ensure that the information is correct and complete, otherwise, the
application form will be returned for approval and processing until complete or correct
information is provided.

75

ABNORMAL TERMINATION SCANNING (ATS) PROCEDURE

a) Seriously damage (parcel photo) b) Lost parcel (Parcel photo)
• Internal parts seriously destroy/damaged. • Empty package.
• Perishable parts (e.g., fresh food). • Customer complains about parcel lost.
• All damaged liquids bottle or/ fitness dumbbells. • Missing pieces photo of parcel.

76

(ATS) PROCEDURE

c) Screenshot scanning record of JTS
• Completed scanning of LOST problematic
• Completed scanning of DAMAGED problematic

77

ATS PROCEDURE

d) Conversation proof of photo with customer (Phone number must match with system).
• Agreed with compensate (Conversation screenshots must be accompanied by a

customer reply agreeing message, not no reply message).
• Agreed to closed (Conversation screenshots must be accompanied by a customer reply
• agreeing message, not no reply message).

78

ATS PROCEDURE (APPLYING)

e) Need use this ATS Application Form (can get from WEI HANK Network Department)

79

ATS PROCEDURE (APPLYING)

f) After complete the form, need to apply at ding talk with photo
Open dingtalk > click logo J&T at bottom > approval > Operation (ATS)

80

OPERATION FLOW FROM A - Z 81

SORT BY ROUTE

DELIVERY SCAN

DELIVERY SIGNATURE

PROBLEMATIC PARCEL

DFOD/COD PAYMENT
DOUBLE CHECK
POD/SIGNATURE

DISPATCHER TEAM

DELIVERY PIC NEED FAMILIAR WITH DELIVERY AREA

Flood-prone area

Apartments, hotels, offices, hospitals and
universities

Peak hours or traffic jams

82

DELIVERY PIC NEED FAMILIAR WITH DELIVERY AREA

83

SORTING BY ROUTE

• Delivery person need sorting back by route want to deliver
• Each dispatcher will get their basket
• Dispatcher need to master their aand route
• Each dispatcher need to achieve 80 parcel and above per day

84

TIME FRAME OUT FOR DELIVERY

v 1st & 2nd trip ü Dispatcher need go out for delivery 10.00 am
ü Dispatcher need sorting overnight parcel first
ü Perform for delivery parcel and standby for second trip
ü Dispatcher can’t wait until all tril arrive
ü Dispatcher need to clear all parcel at their route given by PIC
ü Dispatcher also need backup or clear parcel another route

if PIC ask for help

v 3rd trip ü Dispatcher need back to outlet to perform 2nd trip delivery
ü For second trip dispatcher need back to outlet around

1.00 pm and start delivery back on 1.30 pm
ü During on delivery time, dispatcher also can having their

lunch

85

DELIVERY SCANNING

Step 1: Open JTD, click at Step 2: Click at delivery
operation interface

86

DELIVERY SCANNING

Step 3: 1. Click at imbasan/scanning Step 4: Scan barcode
2. Scan the parcel that already at awb
sorting by route
imbas secara lambak/
continuos scan for faster
scanning

87

DELIVERY SCANNING

eg: will have additional information if delivery PIC scan waybill
different payment method with is DFOD/COD

: that information will pop-up and show the amount that dispatcher
need collect the payment from receiver

88

DELIVERY SCANNING

Step 5: click this button Step 6: click this button
to back to upload

89

DELIVERY SCANNING

Step 7: Back to inrface and Step 8: Click at penghantaran
click at pesanan/order
tergantung/pending delivery

90

DELIVERY SCANNING

• Pending delivery will show you your scanning delivery interface
• Have 3 button to make that delivery become smooth

: to get number and call receiver

: to see receiver location to deliver

eg: this mapping sometime not accured, need manual key in if error

: can direct whatsapp customer

eg: 1. if customer have whatsapp
2. if customer using number that have whatsapp
3. after click will have auto message to receiver
(refer diagram at behind)

91

DELIVERY SIGNATURE

Step 9: click at this section Step 10: Slide this section for
after arrived at make prove of delivery
receiver location (POD)

92

DELIVERY SIGNATURE

Interface delivery signature

93

DELIVERY SIGNATURE (POD)

• click at gambar(1)/picture(1)
• Snap photo clear

:information
:not shaking
:awb number must clear

eg: refer photo

94

DELIVERY SIGNATURE (POD)

• click at gambar(2)/picture(2)
• Snap photo clear

:infront customer/ no house customer/
chat customer
:not shaking

eg: refer photo

95

DELIVERY SIGNATURE (POD)

Last Step: Click sekarang/upload now after make prove of delivery (POD)

96

DELIVERY SIGNATURE (UNSUCCES/FAIL DELIVERY)

click at this click penghantaran choose the
section if fail correct
to deliver gagal/delivery failed reason and
click upload
button
at bottom side

97

PROBLEMATIC PARCEL

• Parcel that can’t perform for delivery, bring back to
delivery centre and put back at cage or basket

• Perform that parcel for delivery the next day
• Inform admin if anything issue

98

CASH ON DELIVERY (COD) PARCEL

v Cash on delivery, receiver pays item’s fee upon delivery
v Dispatcher need get the money first before give parcel to receiver
v Dispatcher will responsibilty for all COD issue after scan delivery

PP-Cash PP-PM (Sender) 99

E-Wallet

SAMPLE COD WAYBILL

100