How to use E-Parcel+ (Russia and Ukraine 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 the S.F. E-Parcel for Eastern Europe and Northern Europe Lanes(for 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 with the system by themselves or contact our sales representative 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)

Customers can place orders through third-party ERP systems (Sellertool, Mabang ERP, Global Transaction Assistant, ALLROOT, Sumy ERP, and Tongtool).

Remark: For orders to Russia, customers shall provide the website link where the commodities are purchased and contact number of the consignee.

How to hand over the shipments?

Customers can call SF service hotline (9533883) to make a pickup request. SF will arrange a courier 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 sending out.

How to become a credit account customer?
  1. If you want to become a credit account customer, contact SF sales representative to arrange signing the contracts (service agreement and discount agreement).QQ: 800013683; hotline: 9533883
  2. After contracts are signed, customers register in the self-service system of S.F. E-Parcel to Eastern and Northern Europe to ship with us. Customers can also contact sales representatives to register and customize order templates before shipping.
  3. If customers require system integration, the sales representative will provide guidance. After that customers can ship with us by using the self-developed system.
How to return a shipment?

Charging standard: USD 16/kg for Russia lane; USD 5/kg for Ukraine lane

Destination of return shipments: Hong Kong

The specific 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 will be destroyed locally. 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 arrange self- pickup at Hong Kong.
How to claim for compensation?

If shipments are lost, mis-delivered, or damaged, customers can contact SF sales representatives or CSRs within 90 days upon shipping. After a claim agreement is reached, SF will complete the compensation payment within 5 working days. The following table describes the claim criteria. The highest compensation amount per shipment is no more than USD 100.

Claim Type

Process of Claim

Conditions of Compensation

Compensation Requirements

Supplementary Description

Time Limitation Claim

Compensation Principles

Compensation Time

Loss

Shipment loss during domestic transshipping

Since the day SF official website’s  tracking results show "SF Express collected shipments", if the route information is not updated to "Waiting for the receiver’s passport information" for after 10 days.

N/A

N/A

Customers shall submit the claim requests within 90 days since the day "SF Express collected shipments". After 90 days since this information is displayed, claims for compensation are not accepted.

Freight charges and registration fee are not refundable. Shipments are compensated based on the declared value. The highest compensation amount is no more than USD 100/shipment.

The compensation is paid within 5 working days since claims are confirmed.

Shipment loss during overseas transshipping

Since the day SF official website ‘s tracking results show "SF Express collected shipments", the route information is not updated as follows for more than 60 days: Delivering, arrived at the post office in destination , received, returned, or customs detention. The duration between "Waiting for receiver's passport information" and "Receiver's passport information is successfully submitted. Please wait with patience" shall be eliminated. (In case of public holidays in the destination countries or in China, the deadline for route information update will be postponed.)

N/A

N/A

Mis-delivery

Mis-delivery in China

SF confirms that shipments are mis-delivered due to internal operation errors.

N/A

N/A

Mis-delivery in overseas countries

Agents confirm that shipments are mis-delivered.

N/A

Damage

Shipment damaged during domestic transshipping

SF will make the liability process first. If the shipment is damaged because it is simply packaged, the items of the shipment are fragile, 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.

N/A

N/A

Shipment damaged during overseas transshipping

Agents confirm that shipments are damaged.

Customers provide photos of damaged shipments and the products in the photos must be consistent with the declared product listed.

If the damage is caused by insufficient protection by inner or outer packaging, SF will not provide any compensation.