INTERNATIONAL PARCEL SOP

HQ-Training Department
Version 1
10.22.2021
 Overview
1
Definition of Terms
2

Introduction to International Parcel

3
a. Waybill Series
b. Introduction of International Parcels Export
COURSE
OUTLINE Export Process and Guidelines
4
a. Export Process Flow
b. Export Process Flow - Branch Responsibility
c. Standard International Express Knowledge
 5
Import Process and Guidelines
a. Packaging Requirement
b. Prohibited Shipping Requirements

6 International Parcel JTS Navigation

7 Import Process Guidelines

COURSE a. Import Process
OUTLINE b. Import Process Flow- Branch Responsibility
c. Import Parcel Delivery Guidelines

8 Problematic Parcel Troubleshooting

01 Overview
Scope
This aims all J&T employees to follow the standard operating procedure on
International Parcels for import and export.

Objectives
By the end of this module, the learners will be able to:
• Provide a brief illustration on the handling process of International package; and
• Avoid operational error due to mishandling;
02 Definition of Terms
International Parcels – This is a transaction referring to all parcels shipped in and out of the country.

Invoice – This is a document issued when buying and selling goods, especially in importing and
exporting. This contains the date, seller, buyer, description of the goods, quantity, unit price and total
amount. This is one of the important documents for payment, tax payment and customs declaration.

Mother Air Waybill (MWAB) – A thermal sticker attached on the carton.

Packing List – A detailed list of some goods/packaging specifications (goods name, symbol, size, weight,
etc. Use some information to determine whether the imported and exported goods are correct: waybill
number, sender, recipient, quantity, type of goods.

Tariff – A tax imposed by one country on the goods and services imported from another country

Custom Clearance– An official permission to bring goods into or take goods out of a country
 Introduction to International
03 Parcel
Waybill Series

COUNTRY AWB NO.

CHINA 99 + 11 digits
INDONESIA 88 + 11 digits
MALAYSIA 66 + 11 digits

CAMBODIA 22 + 11 digits
VIETNAM 44 + 11 digits
SINGAPORE 77 + 11 digits
THAILAND 55 + 11 digits
PHILIPPINES 33 + 11 digits
In order to expand the company’s business development, achieve
efficient profitability, and diversify its business, J&T in various
countries and J&T Philippines have reached an agreement to realize
the interoperability of express services between the seven countries
and the Philippines. On the basis of cross-border goods, realize the
sharing and utilization of resources between customers of both parties,
and work together to improve the utilization rate of resources.

The goods from other countries arrive in the Philippines.

The Philippines 020 HQ MMDC distribution center is responsible
for directly working with the respective agent: receiving/delivering
04 Export Process and Guidelines
 Export Process Flow
Customer goes to branch to
ship parcel

Send to the Destination

Check list of Our customs Customs send email Arrival in
agency for Customs clearance in country
prohibited items clearance is notification to destination
customs destination country receives
complete destination country country
clearance parcels

MMDC cross-border team

Destination country normal Destination
perform in and out of
custom clearance country
warehouse scanning
delivers parcel

Send a pre-alert to the

Receive Parcel
destination country after
completing the booking POD
Attach Sticker

Depart to Customs contact customs clearance

MMDC agent to book space

Customs affairs make customs clearance

documents
MMDC
arrival scan and
send to designated MMDC
region POD
 Export Process Flow - Branch Responsibility

Customer

Customer will drop off the item on the

nearest J&T branch

YES
Inspect the Parcel Prohibited REJECT

J&T Personnel should base

NO on International Prohibited
List Provided by HQ

PACK THE ITEM

Properly Pack the Parcel according to

the standard packaging guidelines

ENCODE IN JTS PRINT THERMAL ATTACH STICKER LOAD

Encode the Transaction in Encode the Transaction in Attach International Load to MMDC
Record International AWB Record International AWB Sticker
 Export Guidelines
Series Receipt points Requirements Additional Remarks

Ways of placing o The customer self-delivers in branches. After the

1 orders
o Branch Drop-off customer fills in the information form, the branches will
place the order on their behalf

o The branch admin needs to open all the parcels

(100%) for inspection, check the number of items
Shipping
2 requirements
with the customer, and avoid accepting prohibited
products. For details, please refer to the
"International Standard Express Prohibition and
Restriction Instructions".

Filling out order

Sender Information ： Fill out in English
3 information
requirements
o
Information ： Fill out in English
Receiver

o Every item in the package must be declared o The declaration currency defaults to PHP, the receiver
Declared
4 information
o
o
The number of each item must be accurate
The declared amount must be truthfully declared
according to the actual goods value
needs to check the number of items inside with the
customer, and must remind the customer to declare
truthfully
Series Receipt points Requirements Additional Remarks

Size and weight

5 standard
Parcel weight≤30Kg Total dimension of parcel, 3
sides (L,W,H)≤180cm
Currently not supporting one order many parcels. One side
must not be greater than 80 cm.

o Volumetric formula ： LxWxH/5000

o Document type ： The initial weight is 0.5kg, the
o The admin needs to check the weight when receiving
maximum file weight is 2.0kg, and the additional
the parcel, enter the actual weight and volumetric
weight is 0.5Kg
weight into the JTS, and charge according to the
o Parcel type ： The initial weight is 0.5kg, the
6 Weight rules
o
additional weight is 0.5kg
Billable weight rules ： The decimal point of the
o
correct weight (whichever is higher)
If it is found that the actual weight is different (more
than 1kg) from the weight declared in the system at
billable weight (the first decimal point) is rounded
the exit port warehouse, the difference will be
up, for example: the billable weight of 3.1kg is
shouldered by the pick up branch, and an additional
3.5kg
penalty of 1,000 peso will be imposed for each waybill.
o There are many transfer steps for international
parcels, and the packaging requirements are high. o For customers with a stable order quantity, we can
Packaging If the packaging conditions are not met, the provide standard packaging and document envelope
7 requirements
packaging needs to be reinforced and shipped. For
the packaging requirements, please refer to the
designed by our company. If there is a need, one can
report to the headquarters' international parcels
"International Standard Express Packaging group.
Operation Requirements".

Freight o
8 payment
The shipping fee must be paid by the shipper for
all countries
Series Receipt points Requirements Additional Remarks

o Issued by each branch (only supported for invoicing of export

Invoice
9 instructions
freight; cannot be used for invoicing for import tariffs of the
destination country)

Check parcel
10 status
o Login to the official website at https://www.jtexpress.ph/

Feedback of o Register as problematic parcel，and feedback to the shipping

11 abnormal
parcels
branch and the international customer service team at the
headquarters

Damage for
12 claims
o Depending on the damage, the maximum per waybill is 100 US
dollars (including freight).

o Loss is paid according to the declared value, but the maximum o For claim settlement, the pick up branch will contact the customer to

13 Lost for claims compensation for a single waybill is 100 US dollars (including
freight)
handle the claim settlement, and the headquarters will settle with the
branch.
Series Receipt points Requirements Additional Remarks

o Tariff can only be paid on collection. If the consignee refuses to pay

the tariff, the consignor will be responsible for it, and a service

14 Tariff payment charge of 3% will be charged on top of the tax. If both parties
refuse to pay tariffs and no disposal plan is given within 10 normal
days, the goods will be destroyed.
 Introduction to International
05 Parcel Packaging Guidelines
IMPORT
 Packaging Requirements
1. Textile/non-fragile soft items are mainly packaged in plastic packaging
bags, and other packaging containers, such as woven bags, cartons, etc.,
Packaging
are used for items that exceed the capacity of the packaging plastic bag;
Requirement
2. Paper documents and other documents are mainly packaged in
sealed files, plastic bags are not allowed. Carton boxes can be used for
packaging that exceeds the document envelope capacity;

PAPER SUUPLIES,
DOCUMENTS,
Inner
TEXTILES AND BASIC Packaging
No specific requirements
NECESSITIES AND
ETC.

Outer Sealed documents, waterproof bags,

Packaging woven bags, paper cartons

*The white/green recycle sacks used for the bagging package shall not be used for the outer packaging of the express
 Packaging Requirements

1. T he i tems sho uld no t be directl y pu t

i nto the b ox with packaging , i t mu st
be completel y wrap ped in pla stic
bag s or pla stic film or paper or Fragile
b ub ble fil m (excep t for i tems with Plastic/Leather Products
self-contained co ntaine rs a nd Household items (not fragile) Spacing material: cross
origi nal packaging ) to preve nt Stationery/Hardware paper card, tic -tac-toe
scratches o n th e su r fa ce; Household appliances, electrical paper card, etc .
2. T he i te ms need to be co ntained in appliances, electromechanical Filling material: pearl
the b ox wi th ou t obvi ou s s ha king ( the equipment (parts and cotton, bubble film, etc.
movable gap shoul d n ot excee d 2cm); accessories)
3. Whe n there are mul tiple i tems in the
b ox, the i te ms shoul d n ot be in
direct contact with the i tems, a nd
p ro p er sp a cin g sh o u l d b e o b s e r ved.

NOTE: Wooden crates is not allowed as an outer packaging. Carton Boxes

 Packaging Requirement Reminders
o The items should not be directly put into the box without additional covering, in order to prevent scratching and
abrasion, you need to wrap it completely with plastic bag, plastic film, bubble wrap or paper (except for items with
their own containers);
o Items are not allowed to be in direct contact with other items. When multiple items are wrapped in one package,
the items must be separated from each other, and the interval should not be less than 1cm (cardboard, pearl
cotton, bubble film, etc. can be used).
o The items are located in the center of the transport container, and the cushioning materials are evenly distributed
on the bottom, sides and top of the box.
o Note: Cushioning materials include inflatable materials such as bubble wraps, air plastic bags, and foam materials
such as pearl cotton and foam. Items with a single weight of less than 1kg can be protected by inflatable materials
(bubble wrap), and those with a single weight of more than 1kg can be protected by foam materials (foam, pearl
cotton).
o The items need to be restricted in the box without obvious shaking (gap should not exceed 2cm)
 Packaging Requirements
Outer
Category Characteristics Item Type Packaging Key Points P a c kagi ng
R e q uire ment s

Broomsticks, walking sticks,

①The items should not be put into the box directly, and
they need to be wrapped tightly with plastic bag or plastic
crossbows, crutches, curtain Square paper
film or paper or bubble film.
Long shaped products rods, golf clubs, hockey sticks, tube, add
lacrosse sticks, metal rods,
②The items need to be restricted in the transport container reinforcements
without obvious shaking (moving gap should not exceed
metal rods, billiard cues, etc.
2cm)

①The four sides of the parcel needs to add wear-resistant

Special and folding-resistant accessories, such as paper edge
Items Unfoldable large items
(the longest
Advertising boards, posters,
protection and other packaging;
②It must not be exposed, it needs to be wrapped tightly, Cardboard
photos, etc.
side≥60CM) and the edges should be protected by cushioning materials;；
③The outer packaging of the parcel should be convenient
to be placed upright/sideways

Irregularly shaped Large and irregularly shaped

Need to wrap the sharp parts with foam Carton
items items, etc.
Air Transport Security Check Shipping of Prohibited Items
Air Transport Security on Prohibited Items
Daggers, three-sided knives, blades of more
Military guns, official guns, civilian guns, than eight centimeters, with self-locking
device or non-folding single-edged or
ordnance, police weapons, firearms, and
double-edged tips, knives for martial arts
weapons prohibited by the state are
(swords capable of sharpening), swords,
imitations of the above items hidden knives, waist knives, boot knives,
kitchen knives, fruit knives, etc.
1 2
Guns, ammunition, ordnance, police Knives, controlled weapons
equipment
Explosives or potentially explosive materials,
gases, flammable liquids, flammable solids,
oxidizers and organic peroxides, toxic and
infectious materials, radioactive materials,
corrosive materials, strong magnets,
powdered materials, battery-type
electronic products, drugs,
Imitation brand, etc.
3
Flammable, explosive, toxic, corrosive,
radioactive materials
International Sticker

INTERNATIONAL STICKER is placed beside the waybill for both pouches and boxes.
 International Parcel JTS
06 Navigation
JTS Encoding of Export Parcel
JTS>> International AWB >> Record International AWB, then click ADD.

2
JTS Encoding of Export Parcel
Fill in all necessary
information: 4
-Parcel Type
-Goods type 5
-Sender Information 6
-Receiver Information
-Goods Detail

Note: Each item description

must be inputted in the
system
JTS Encoding of Export Parcel
7
Click, “Upload”.

A prompt will pop-up

for “confirmation”.

Note: The Total Shipment fee

will be generated after
encoding the goods detail
and weight (actual or
volumetric). 8
AWB Printing of Export Parcel
After the confirmation,
a new window will 9
open to print the
international parcel
AWB.

Look for the “printer

icon” on the screen to
print the thermal
waybill.
07 Import Process and Guidelines
 Shipping
Country

Customs verification
No pre-alert
Entry to the Formal customs MMDC to edit
declaration required
Customs Clearance Delivery to MMDC
Philippines in JTM Portal
After the financial informs us Cross-border team
Yes of customs affairs, feedback to Inbound and
No Problem the customs clearance agent outbound scanning
Financial Tariff
Customs Clearance MMDC Perform
Checking
Estimate customs clearance amount Scanning
Customs clearance agent informs us by email
Did not pay
Pick Up Scan
Departure Scan
Send money to financial
Update in JTS account
Arrival in
Delivery Branch
Yes
NOTE : FINANCIAL ACCOUNT
Account: BDO (PHP)
PH GLOBAL JET Notify the recipient No Abandoned goods are
EXPRESS INC Tariff is paid Delivery & POD
of the tariff amount not cleared
0074-18-011081
finance : aires
ipfinance@jtexpress.ph Customs prepares
abandonment procedures to
customs
Import Delivery Flow – Branch Responsibility
Arrival SCAN

Delivery SCAN 1st Delivery

24hours from arrival scan Attempt

2nd Delivery
Attempt

NO Problem Scan
Successful Delivery SCAN
IF
UNSUCCESSFUL
48hours from arrival scan

YES 3rd Delivery

Attempt
NO
POD Scan Successful Problem Scan Delivery SCAN
IF SUCCESSFUL IF UNSUCCESSFUL 72hours from arrival scan
YES

YES NO
Successful Problem Scan
IF UNSUCCESSFUL

COMMUNICATE TO HQ
CC FOR FAILED DELIVERY
Import Parcels Delivery Guidelines

1 Do not allow the recipient to open the shipment for inspection before signing for receipt (POD)
and payment.

2
Ask the recipient to write the full name and sign in the signature box, take a photo of the package
and receiver or ID card at the same time (the photo must clearly see the waybill number) and
upload it to the system using the app.

Note: The recipient must provide the customs duties (fee) of

the received package

All recipients/proxy receivers must provide supporting

documents (ID card or driving license, passport)
 Problematic Parcel
08 Troubleshooting
Problematic Parcel Troubleshooting
If receiver cannot be contacted, customer not around, customers re schedule etc. courier must
1
perform problematic scan

2 Maximum number of delivery attempts for each parcel is 3 (up to 72 hours for delivery)

3 When the J&T personnel contacts the recipient and confirms the cancellation of the order (customer
rejected), courier does problematic scan. Secure proof of sphoto (timestamp, waybill number, ID of the
receiver)

4 The delivery must be signed (POD) on the spot.

5 The customer refused to accept the parcel because they could not open the parcel to check the content, courier
explained to the customer, use delivery failed status
Problematic Parcel Troubleshooting
6 The customer opened the express in front of the courier and found that the goods were wrong or
damaged, missing, etc. The courier guides the customer to keep the condition of the product and
contact the sender for a solution. Courier is not allowed to directly return item to the branch.

7 If the customer takes the parcel to the J&T branch and asks for return/replacement, the branch clerk will
give the customer instructions and ask the recipient to contact the sender and the branch clerk will not
accept the parcel.

8 After 3 failed delivery attempts the delivery branch will coordinate to the HQ CC and wait for further
instruction.
** if no advise within 14 days from the date of arrival scan, Register PP then Register unclaimed. Depart to the designated warehouse of the region.

Note: For the formal customs declaration package, the recipient must provide the customs duties of the received package.
THANK YOU!