How to use E-Parcel (Eastern and Northern Europe Lanes)

How to get the rates?

Customers can get the rates by visiting SF Group’s official website.

How to place an order?

1)      Self-service system of S.F. E-Parcel for Eastern Europe and Northern Europe Lanes(for both cash customers and credit account customers)

A.     Register in the self-service system of S.F. E-Parcel to Eastern and Northern Europe. (Credit account customers can register in the system by themselves or contact sales to register and customize order templates before shipping.)

B.     SF staff reviews and approves the registration applications.

C.     Log into the system and prepare the shipment.

D.    Download and edit the order template, import the order, and click “place an order”.

E.     Customers can print the waybill only after the order is successfully placed. The system supports thermal printing and A4 printing modes. Customers can choose either "Print the waybill (thermal)” or “Print the waybill (A4)” as the situation stands and attach the waybill to the corresponding parcel.

2)      Self-developed systems integrating with SF system (for credit account customers)

Customers can integrate self-developed systems with the self-service system of S.F. E-Parcel of Eastern and Northern Europe lanes through API and place orders. If customers require system integration, please contact SF staff (QQ: 3438830863) for technical guidance.

3)      Third-party ERP systems (For credit account customers only)

Credit account customers can use third-party ERP systems (Sellertool, Mabang ERP, Global Transaction Assistant, ALLROOT, Sumy ERP, and Tongtool) to place orders.

How to hand over the shipments?

Pickup by BAs (for both cash customers and credit account customers)

Customers can call SF service hotline (9533883) to make a pickup request. SF will arrange a BA to pick up the shipment within the agreed time.

Or customers can directly contact the BA and make a pickup appointment. 

How to track my shipments?

Customers can check the route by visiting SF group’s official website after shipments are sent out.

How to become a credit account customer?

1) If you want to become a credit account customer, contact SF sales personnel and SF will arrange for signing the credit account contracts (service agreement and discount agreement).

QQ: 800013683; hotline: 9533883

2) After contracts are signed, customers can then register with the self-service system of S.F. E-Parcel to Eastern and Northern Europe to start ship with us. Customers can also contact sales to register and customize order templates before shipping.

3) If customers require system integration, the sales personnel will provide the guidance. After that customers can start to ship with us by using the self-developed system.

How to return a shipment?

Service coverage: SF supports for returning shipments to Hong Kong, and the service is only applicable to registered parcels.

Charging standard: USD 16/kg for returned shipments

The detailed return process is as follows:

1)  Customers send a request for shipment return to the CSRs.

2)  The CSRs confirm with shippers whether shipments shall be returned or abandoned.

3)  If customers confirm that the shipments shall be abandoned, the shipments would be destroyed at the destination. If customers confirm that the shipments shall be returned, SF returns the shipments to Hong Kong. After the shipments arrive at Hong Kong, SF CSRs notify customers to pick up at Hong Kong by themselves.

How to claim for compensation?
Claim Type Process of Claim  Conditions of Compensation Applicable Products Compensation Requirements  Supplementary Description Time Limitation of Claim  Compensation Principles  Compensation Time
Loss Shipment loss during domestic transshipping Since SF official website displays "SF Express collected shipments", no route information in the domestic segment is updated for more than 10 days. Ordinary and registered parcels N/A The route information is subject to that displayed on SF official website (www.sf-express.com). SF official website reserves the route information within 3 months upon shipping. For route information earlier than 3 months, contact SF CSRs. Customers shall submit claim requests within 90 days since SF official website displays "SF Express collected shipments". The claim requests are not accepted beyond this period. Freight charges and registration fee are not refunded. Shipments are compensated based on the declared value. The highest compensation amount is no more than RMB 200/shipment. The compensation is paid within 5 working days since claims are confirmed.
Shipment loss during overseas transshipping Since SF official website displays "SF Express collected shipments", the route information is not updated as in delivery, arrived at post office in destination, received, returned, or customs detention, for more than 60 days. (In case of public holidays in the destination countries or in China, the deadline for route information update will be postponed.) Registered parcels Online transaction screenshots + refund screenshots The route information in the overseas countries is subject to the official website of the post office in destination.
Mis-delivery Mis-delivery in China SF confirms that shipments are mis-delivered due to internal operation errors. Ordinary and registered parcels N/A The route information is subject to the official website of SF.
Mis-delivery in overseas countries Agents confirm that shipments are mis-delivered. Registered parcels The route information is subject to the official website of the destination post office.
Damage Shipment damaged during domestic transshipping SF will make sure the liability first. If the shipment is damaged because it is simply packaged, items of the shipment fragile items, or the shipment is damaged before pickup, SF will not provide any compensation. If the damage is caused by SF, SF will provide compensation for customers. Ordinary and registered parcels N/A N/A
Shipment damaged during overseas transshipping Agents confirm that shipments are damaged. Registered parcels Customers provide photos of damaged shipments, and the products in the photos must be consistent with the declared product names. If the damage is caused by insufficient protection by