Q AQ C & FH P r o b l em P a r cel s T r a i ni ng

QAQC
 Disclaimer

This document is strictly confidential and solely for

the use of the recipient and may not be circulated
without Flash Home’s prior consent.
Sharing of this material is strictly prohibited.
Content:

1 SHIPMENT STANDARD 5 RESTRICTED GOODS

2 PACKAGING SPECIFICATIONS 6 UNCLAIMABLE GOODS

3 PACKAGE GUIDELINES 7 LOSS OR DAMAGE TO THE GOODS

4 PROHIBITED GOODS
SHIPMENT
STANDARD
SHIPMENT STANDARD

How to get
Volumetric Weight:
Length (cm) x Width (cm) x Height (cm)
꞊ Kilogram/s
3500

Length (120cm) x Width (35cm) x Height (20cm)

꞊ 24 Kilograms
(Volumetric Weight)
3500
SHIPMENT STANDARD

Limitations
• Single side of length, width and height should not exceed 150 cm.
• Three sides combined should not exceed 280 cm. (W+L+H)
• Actual weight must not exceed 50kg.

ACTUAL WEIGHT VS. VOLUMETRIC WEIGHT

= WHICH EVER IS HIGHER
PACKAGING
SPECIFICATIONS
PACKAGING SPECIFICATIONS

1. Items that have not been packaged cannot be shipped. Unless the goods themselves are packed with
materials, such as cartons, wood, fiber bags.

2. Irregular-shaped items are not acceptable for mailing. Machinery must be packaged into a larger box
before shipping)

3. Fragile items, such as porcelain and glass products, must be wrapped with bubble cushioning separately
and must be padded with shock-proof materials on each side and eight corners of the package. The
outer packaging must be protected by cushioned Materials.

4. Use high-quality packaging materials. lightweight, durable and shock resistant.

5. Cushioning material (Such as sponge, bubble film, foam material, straw rope, etc.) cannot be used as
the outer packaging of goods only.

6. Use shock-proof materials to avoid the movement of items in the package. If there are multiple items in
one box, there should be gaps between each item to prevent the product from colliding with each
other.
PACKAGING SPECIFICATIONS

7. For wooden box packaging goods, the width of each wooden strip must be more than 5cm and the
thickness is greater than 1.5cm, or its thickness and width are both greater than 3cm. All sides must be
connected and the distance between adjacent wooden strips cannot be greater than 30cm.

8. Heavy items need to be in their original factory packaging. If the original packaging is not used, it needs
to be packed in a pallet with a height of at least 8 cm, or packed in a wooden frame/wooden box with
a height of at least 8 cm.

9. For pallet packaging, the package must not extend beyond the edge of the pallet itself, otherwise there
is a risk of damage during handling.

10. When reusing used packaging, all labels, numbers, address information on the outside of the packaging
that may affect the delivery process must be removed.

11. One label per parcel. Small parcels cannot be bundled into one piece with packing tape, tape, or film.
 CATEGORY PRODUCT TYPE MINIMUM PACKAGING REQUIREMENTS
Drinks Cushion + Carton + Cushion

Liquid food / Chemicals Cushion + Carton + Plastic Sealing Bag

Original Packaging (Except plastic packaging)
Cooking Oil
+ Cushion + Carton
LIQUID Alcohol Beverages Cushion + Carton + Wooden Case

Household Medicine Original Packaging Cushion + Carton + Cushion

Skin Care Products / Cosmetics Original Packaging Cushion + Carton

Other Cushion + Carton

Powder
SOLID Zipped Bag + Carton
Non-powder

Glass

Ceramics
Cushion + Carton + Wooden Case / Wooden Box +
FRAGILE ITEMS LCD Fragile Sign
(Except original factory packaging)

Stone

Valuable Goods Valuable Goods Cushion + Carton + Wooden Case / Wooden Box

You may refer to Annex 5 Section E of the contract

 CATEGORY PRODUCT TYPE MINIMUM PACKAGING REQUIREMENTS
Machine and Equipment Original factory packaging
Machinery Cushion + Carton
Household appliances, Kitchenware

Furniture/s Furniture/s Cushion + Carton + Wooden Case / Wooden Box

ODD Shaped and Regular Goods: Cartons or Fiber Bags

products without Irregular Goods Irregular Goods (packed as square): wrapped with
packaging fiber bag/bubble film + Wooden Case/Wooden Box

Fruit and fresh food: Cushion + Foam + Carton

Raw Eggs: Special egg tray (Box) + Carton + Wooden
Fresh Product Perishable Goods
Case/Wooden Box
Plants: Cushioning +Cushion box

Clothing Clothing Bag + Carton

Wrap with bubble wrap (cannot be exposed)
Building Materials Building Materials
Cushion + Carton

Paper Paper Carton

Hardware Hardware Original Packaging / Carton

Material Packaging Material Fiber Bag / Paper Tube / Carton

Other Other Carton / Fiber Bag

You may refer to Annex 5 Section E of the contract

PACKAGING
GUIDELINES
PACKAGING GUIDELINES:

H - TAPING METHOD
PACKAGING GUIDELINES:

Types of Scanning:
PROPER PLACEMENT OF WAYBILL
PACKAGING GUIDELINES:

Unsuitable packaging characteristics

PACKAGING GUIDELINES:

Types of Scanning:
Review

1. How to get the Volumetric Weight?

2. What’s our limitations in parcel?
3. What is the rule in getting the Shipping Fee?
4. What is the proper taping method for the box?
5. Where is the proper placement of waybill for the boxes?
6. Where is the proper placement of waybill for pouches?
PROHIBITED
GOODS
Prohibited Goods
Refers to the types of items that Flash does not carry. Once found, Flash
has the right to transfer them to the relevant departments for
processing, and will not be liable for damage or loss of the prohibited
goods. Prohibited goods include but are not limited to the following:
PROHIBITED GOODS

1. In our opinion, it is not suitable 2. All kinds of weapons and

for delivery or does not meet the ammunition. Such as guns, bullets,
requirements of delivery shells, controlled knives and so on.
packaging items
PROHIBITED GOODS
3. Various publications, publicity
materials, printed materials, etc. that
endanger national security and social
and political stability and obscenity
4. Explosives and hazardous goods:
combustible materials, gunpowder,
firecrackers, flammable gas, ,alcohol,
solid-gas, lacquer oil, lighters, gas
cylinders, phosphorus, sulfur, match,
aerosol pressure containers, Battery
,etc.
PROHIBITED GOODS

5. Biochemical substances such as 6. Radioactive components and

sulfuric acid, hydrochloric acid, nitric containers: such as uranium, cobalt,
acid, organic solvents, pesticides, radium, plutonium, etc.
hydrogen peroxide, dangerous
chemicals etc.
PROHIBITED GOODS
7. Highly toxic chemicals:
thallium, cyanide, arsenic, etc.
8. All kinds of narcotic drugs
according to the narcotic Drugs Act.
Such as: opium (including poppy
shells, flowers, bracts, leaves),
morphine, cocaine, heroin,
methamphetamine, ephedrine, and
other products, etc.
PROHIBITED GOODS

9. Chemical products and infectious 10. Animals, Organisms, Plants, Living

items such as anthrax, dangerous plants, Human body Such as Tissue,
germs, medical waste, etc. Human organs etc.
PROHIBITED GOODS
11. National laws, regulations, and
political regulations that prohibit the
circulation, delivery, or entry and exit
of items, such as: state secret
documents and materials, and foreign
private items.
12. Identification document, Secret
letter or Secret documents such as
Identification card, driver's license,
passport, birth certificate, contract,
testament and title deed, etc.
PROHIBITED GOODS
13. Financial related documents such
as banknotes, bank cheque, credit
cards, debit cards, pledged tickets,
lottery, lottery(deposite)etc.
14. Products that cannot be assessed
Product that have personal values or
that cannot be replaced such as
offering, buddha statue, artwork,
paintings, antiques (including
counterfeit goods), gold (including
gold ornaments), mascots, amulets,
sterlings etc.
PROHIBITED GOODS

15. Medical samples and animal and 16. All types of Letters and postcards
plant specimens: diagnostic samples,
blood samples, urine samples, human
tissues, secretions, etc.
PROHIBITED GOODS

17. Perishable goods

Restricted Goods
Refer to items that are easily damaged, fragile, perishable, and easily
contaminated, and can be transported if the packaging meets the
specifications. If the item is damaged, expired or rotted, the company
will not compensate in any case. In the event of loss, compensation can
be claimed. (If you have purchased value insurance, the maximum
amount of damage compensation will not exceed P3,000)
RESTRICTED GOODS

1. Goods made of fragile material 2. Fragile goods such as TV,

such as glass, mirrors, stone, ceramic, cupboard, monitor, chandelier,
or porcelain. such as glass, utensils, mobile phone, computer, notebook,
glass bottles, plates, lamps, mirrors, wall clock etc.
special models made of plastics etc.
RESTRICTED GOODS
3. Music instruments such as guitars,
drums, and electrons.
4. Snack, dry food, cooked food, food
which will expire in 5 days and include
all food that can't specify expired
date, need to be packed in
appropriate packaging
RESTRICTED GOODS

5. In addition to the liquid items of

highly prohibited items., such as
beverages, products that contain
liquid, etc.
Unclaimable Goods

refer to the types of items that Flash can carry but do not accept claims
for damage or loss. Parcels that cannot be claimed include but are not
limited to the following:
UNCLAIMABLE GOODS:

1. Plants and plant specimens: flowers, 2. Ticket items, such as receipts,

saplings, etc. coupons, event tickets..
UNCLAIMABLE GOODS:

3. Used goods (Secondhand good) 4. Fresh or perishable food products,

such as fresh meat, cooked food, etc.
LOSS OR DAMAGE
TO THE GOODS
LOSS AND DAMAGE TO THE GOODS:

Flash Express disclaims any liability for any damage to or loss of any Goods unless due to its
willful act or gross negligence. In such an event, it is understood that Flash Express’ aggregate
liability shall not exceed the following:
Nature of the Loss or Damage Maximum Liability
Lost/Totally Damaged Goods with Declared Limited to the declared value of the
Value Goods and Service Fee paid

Lost/Totally Damaged Goods without Declared The maximum compensation does not
Value exceed the value of the goods or 3000
pesos, whichever is less

Partially Damaged Goods Limited to the declared value of the

Goods (and proportioned in accordance
with the degree of the damage in the
Goods)

In all cases, the liability of Flash Express in case of lost or damaged Mail Matter shall not
exceed PhP200.00 for other Goods, the liability shall not exceed PhP3,000.00
Types of Scanning:
CLAIMS CASES:
Types of Scanning:
CLAIMS CASES:
Types of Scanning:
CLAIMS CASES:
Next: FH Problem Parcels
Problem Parcels
Penalty Rules:
In order to prevent fines, FH partners must process "FH problem parts processing" within 24
hours, otherwise a penalty will be generated: if the work order/problem part is not processed
within 24 hours, a fine of 30 PHP/piece will be imposed. If the work order/ If the problem piece
is not processed within 48 hours, the fine is 50 PHP/piece

There is a 30-day penalty-free period for newly opened branches, which is calculated on the
day when the new branch has the first collection volume.

Note: For each work order/problem, you can only be penalized twice at most, and you will no
longer be penalized cumulatively.
Floating Announcement:
If you have a pending work order/problem, please process it within 24 hours;
if it is not processed within 24 hours, a fine of 30 PHP will be imposed; if it is not processed within 48 hours,
a fine of 50 PHP will be imposed
 Process of dealing problem parcels

The way to deal with the issue has to be approved by the shipper.
Tap this button
Discard =
DC and HUB will be the ones to dispose
the item or package.

Compensate = Apply for claims.

Return = Return to sender

(RTS fee will apply and must be paid by
the sender when delivered)

Continue to deliver = continue to deliver

to the consignee
 Specific situations and
solutions

1. Parcel damaged.
1.1 All damaged.
First, check whether the parcel is suitable with
company’s claimable conditions. If it is, you can
apply for the claims.
Choose “Discard and compensate (Close order,
branches hand the parcels themselves)”.

If the sender DID NOT FOLLOW the company’s

claimable conditions, just choose “Discard (Close
order, branches hand the parcels themselves)”.
1.2 Part damaged
If the item follows the company’s claimable
conditions, there are some options to choose.
A. Choose “Return and Compensate”.
(RTS will be taken by sender).
B. Choose “Continue to deliver and compensate”.

If the item does not follow the company’s claimable

conditions, FH partner needs to contact senders and
explain this issue.
A. Return
(RTS Fee will be charged to the sender)
B. Continue to deliver
C. Discard-Close order, branches hand the parcels
themselves”
2. Shortage of items

2.1) If the item in the package is missing and

the item follows the Company’s Claimable
conditions, Choose “Discard and compensate
(Close order, branches hand the parcels
themselves)”.

If the item does not follow the company’s

claimable conditions, FH partner needs to contact
senders and explain this issue.
Choose “Discard(Close order, branches hand the
parcels themselves)”.
2. Shortage of items
2.2) Part of the items are missing/lost.
If the item follows the company claimable conditions,
FH partner needs to contact senders and ask to
choose:
A. Return the parcel and submit claims
(RTS Fee will be charged to the sender)
B. Continue to deliver the parcel and submit claims.
(for example: there should be three items in one
package, but only one left, then this one can still be
delivered, explain this in the remark).

If the item does not follow the company claimable

conditions, FH partner needs to contact senders and
explain this issue.
A. Return the parcel
B. Continue to deliver the parcel
C. Choose “Discard (Close order, branches hand the
parcels themselves)”
3. Consignee rejected the parcel

FH partner needs to contact senders and ask him

to confirm whether the parcel does not need to be
delivered to the consignee.

A. Return the parcel.

(RTS Fee will be charged to the sender)

B. Continue to deliver the parcel

Other options can also be chosen, for example:

discard
4. Modify COD amount

1. If the COD amount is incorrect, the FH partner needs to contact

the customer to confirm the correct COD amount, then click
“Modify shipment’s info" and correct the COD amount

Write down more details in the REMARK, explain well the COD
amount is modified from xxx to xxx.

2. You cannot change a package with a COD amount of 0 to a

package with COD. FH partners need to contact both the
sender and the recipient for offline processing, and then the
negotiation result will continue to be delivered or refunded
according to the sender's request.
5. Cannot reach the consignee

1. The FH partner contacts the sender to confirm whether the

recipient's mobile phone number is correct or whether there is
any other phone number that can be contacted

2. Click “Modify shipment’s info" to modify information, correct

the recipient's phone number and negotiate to continue the
delivery.

If there is any returning parcel, inform the sender that there will be
RTS fee.

Write down more details in the REMARK, explain what phone

numbers are changed to what...
6. Consignee’s address is not clear or incorrect.

1. FH partners must contact the sender to confirm the

recipient's address

2. Click “Modify shipment’s info" to modify the sender's

detailed address
(you cannot change the region!!!)

3. If the sender cannot provide the exact consignee’s

address, sender can choose to return the parcel.
Choose “Return”
 In #4 to #6, the customer service department needs to assist in dealing
with the problem. In this case, partner needs to submit internal ticket.

For example:
1. The rider has already picked-up the package and there is no way to
solve the problem package.

2. In order to negotiate the results as soon as possible, the partners can

directly contact the customer service of the headquarters. To do so,
send an internal ticket in the branch system.
Go to Branch Service
Click Internal Order
 2 3 4 5
1
6

1. Filter Date
2. Ticket Status you want to filter (unread,read,replied,closed)
3. Ticket type you want to filter
4. Search Button
5. Export ticket to excel
6. +New = Submit New Ticket
7. Initial work order = List of submitted tickets
8. Record Tab
 1 1. Store Name = Select FH Customer Service Center
2 2. Choose Assignee = Whole Network
3 3. Ticket Type = Select the type of concern you want
4
to submit.
5
6 4. Ticket Title = Input Title
5. Waybill Number = Input Waybill Number
6. Ticket Content = input content
7. Upload Attachments = you can upload up to 10

7 photos or video.
8. Emergency Level = Urgent/General
8 9. Submit = Submit ticket
9
Click The ticket title to reply
Problem Parcels