PROBING

May I have the photo of the item you received po?

May I have the photo of the item you expected po?

Just to ask po are you the sender or receiver?

May i have the photo that you expected?

May I ask po what is your concern on the branch ?

ACKNOWLEDGEMENT

Thank you for providing this information i understand your concern ? Let me sort
this out for you.

I'm checking your tracking number. Please hang on for a moment. Thank you.

Thank you for bringing this to our attention. We appreciate your feedback

Thank you for contacting us. We understand your request and will work on it.

Thank you for letting us know. We will investigate and get back to you shortly

Thank you for providing this. I understand your concern. I will need some time to
check the status of your parcel. Please give me a moment

HOLD

One moment please, I'll just check my resources.

Still checking for a while po

Can i hold you for a while to check this on our end?

Would you mind me putting you on hold for a moment?

TRACKING SPIEL

As per checking on our end, your parcel is in transit bound to the ____ delivery
branch. You will be notified once the parcel is ready for delivery. Thank you

As of now currently the status of parcel was

Upon checking, I can see in my end that your parcel is in

HOTLINE

if it's an urgent matter, you may contact our 24/7 hotline at (02) 8911-1888.

TIME FRAME

I apologize but we don't have specific date for the parcel to be delivered.
However, you may check it on your tracking number from time to time using the link
below. Scroll down and you will see the "Trace & Track"

TAT
I understand that you would like to know our delivery time frame. With regards to
that, our delivery time, I apologize but I'm unable to provide. Rest assured that
you will received an update with your parcel once it's out for delivery.

NO ORDER

I understand that you would like to know the status of your parcel.Upon checking
your waybill number, I regret to inform you that all information is not shown on
our system. We highly suggest you contact the sender for further assistance.

CHANGE ADDRESS

I understand that you would like to change your delivery address. With regards to
that, I regret to inform you that I'm unable to make any changes with regards of
your address since we follow what was encoded in the system. In addition, you may
go to your nearest J&T Branch for you to update any changes in your parcel.

CANCEL ORDER

I understand that you want to cancel your order. However, you may contact your
seller/shopping platform to update your request.Please be advise that they are the
ones who directly transacted with J&T. Thank you.

SHIPPING RATES

Thank you for your interest in our Door-to-Door Pickup. Currently, this new service
is already available nationwide. However, for the restricted areas in Luzon and
outside the island, we can only accommodate those within 3 km from the branch. We
hope to expand the availability of this service in the future to make sure all of
our valued customers like you are getting the best experience with us. If you want
to send a package, use the link below to book your Door-to-Door pickup request now
for free. https://www.jtexpress.ph/index/index/ordernew.html

With regards to that, our shipping rates are available on our page albums:
https://www.facebook.com/jntexpressphilippines/photos/pcb.913998039047345/913996809
047468/?type=3&theater. For packages that are 6kg and above, you may calculate
rates on our website at www.jtexpress.ph.

Our shipping rates are available on our albums page, kindly copy this link to
proceed:
https://www.facebook.com/jntexpressphilippines/photos/pcb.913998039047345/913996809
047468/?type3&theater. For packages that are 6kg and above, you may calculate rates
on our website at www.jtexpress.ph.

WEIGHT AND SIZE

As long as the item's size would not exceed 1.5 meters, equivalent to 150
centimeters, and a maximum weight of 50 kilograms, this is acceptable for shipping.

For your reference, here are the dimensions and prices of our boxes and pouches:

The cost may vary depending on:

a. Origin and destination
b. The actual weight of item
e. Volumetric weight
d. The declared value of the item

Items that fit into J&T pouches will be measured by the actual weight only.
Otherwise, the volumetric weight and actual weight computation will apply to
whichever is higher PLUS 1% of the declared value.

*(Please accurately declare the value of the goods as this is the insurance of your
package.)

For volumetric weight computation, the package will be measured by (Length x Width
x Height) / 3500.
If you will purchase our J&T Express boxes, kindly refer to the box prices below:
Extra small (3 to 4 kg) - Php 30
Small (4 to 5 kg) - Php 40
Medium (6 to 9 kg) - Php 50
Large (10 to 12 kg) - Php 80

*Important note: If the space in the box will not be maximized, it will be charged
the minimum weight, and if the actual weight exceeded the referenced weight range,
only the actual weight will be charged.

DAMAGED PARCEL

We understand that you received an (Incomplete, damage) item. With regards to that,
we do apologize for what happened. May we ask for your waybill number and photo of
the item that you received. Thank you.

EZ And BP

We understand that you want to know what is EZ and what is BP. With regards to
that, these codes are to identify what kind of parcel are we going to ship. If it
is BP, the parcel was from our walk-in customers who sent packages thru the branch
and EZ code is for our Shopee seller and VIP customer. If you are one of the VIP/
Shopee Sellers, you may choose EZ but if you are a walk-in customer, you will
choose BP.

REFUND TIME FRAME

We apology, but we cannot give a time frame since we are only relying on our
support team updates regarding to your refund.

Regarding to your concern, Upon checking the regional team is still under
investigate your report. I will make a follow up report to the regional team. Once
the investigation has progressed, you will receive an update via call or text from
the regional team.

SHOPEE EXPRESS DELIVERY

We understand that you would like to know the status of your parcel. With regards
to that, the tracking number provided is from Shopee Express. Please contact Shopee
Express to track your parcel and for further assistance. Thank you.

UNRESPONSIVE

Are we still connected ? If you need assistance kindly reply to this message. Thank
you!

OPENING SPIEL

Thank you for contacting us. How can we assist you?

Before we proceed, can you please provide your tracking number, name, and contact
number?
EMPATHY

We sincerely apologize for the inconvenience

I understand your frustration and I’m apology about it.

One moment please, I'll just check my resources.

I do understand po.

WRONG ITEM

We apologize if you received the wrong item from the seller.

CLOSING SPIEL

Is there anything else that I can help you with?

If you don't have any concern, you may close the session. Thank you!

For future reference, you can track the real-time status of your parcel, check the
estimated shipping rate, and find the nearest shipping branch in your area at
(https://www.jtexpress.ph/). You may also download the J&T Express application by
simply scanning the QR Code provided on the website.

Thank you for contacting J&T Philippines. Have a great day.

REFUND

I do understand that you're requesting for refund.

However, our refund is for damage and lost parcels only

Kindly coordinate with your sender for this case since they are responsible for
your return and refund.

IN TRANSIT

Thank you for patiently waiting ___ . Upon checking here your parcel is already in
___ Please be advised that the delivery timeframe from Luzon to Luzon -1 to 5 Days
from the date of a parcel pick-up scan on our tracking.