How to use E-Parcel (for Non-Eastern & Northern Europe Lanes)

How to get the rates?

You can visit SF International Official Website to get the rates by entering origin, destination, and shipment weight & dimensions to get the rates.

How to prepare shipments?

Customers can prepare shipments based on the order information or order form.

Customers shall fill in the shipment preparation column in order management when making a pre-declaration, and select the option of printing the shipment preparation information to print labels.

How to make a pre-declaration?
  1. Customers can place orders in their own systems that are integrated with SF system through API to complete the data pre-declaration, and print waybills (labels) based on the requirements.
  2. Customers can log in official website of SF International, place orders, make pre-declaration, and print waybills (labels) based on the requirements.
  3. Customers can use third-party shipping systems (Shop Elf, Mabang ERP, Global Transaction Assistant, and SellerTool) to place orders and print waybills (labels) based on the requirements.
How to place an order or hand over shipments?
  1. Call SF service hotline (9533883) to request a pickup service.
  2. Pickup by Car: Make a pickup request with your service representative (sales or BAs). (For pickup service by car, customers shall inform and confirm by their responsible sales in advance, then SF will arrange drivers to pick up shipments)
How to track and trace?

For postage or registered parcels, customers can check the route by visiting SF International Official Website.

How to become a credit account customer?

Credit account customers enjoy better and high-quality exclusive services. SF has certain standard requirements listed below for credit account customers. If you intend to become weekly settlement customers, you can call SF service hotline (9533883) or contact our BAs. If you are qualified, SF will arrange sales personnel to sign agreements with you.

  1. Limited liability company
  2. The average daily shipments volume of S.F. E-Parcel and S.F. E-Parcel+ is above 200.
  3. The credit assessment result released by the District Finance Department is good.
  4. If a customer fails to meet the shipments volume requirements for three consecutive months or have severe delay of payment, the payment mode will be adjusted to prepaid settlement mode after three months.
How to return a shipment?

Shipment returning to China
For domestic shipments, there are two ways for returning shipments to customers:
1)  Pickups by Car
If the shipment is not weighed, and a manifest is not generated, SF will return it from the operation center to the customer.
If the shipment is weighed and a manifest is generated:

  • Due to customer's reason: The shipment is returned to the customer under a new waybill. The freight charge will be paid by receiver.
  • Due to SF's reason: The shipment is returned to the customer under the original waybill.

2) BA pickups

  • Due to customer's reason: The shipment is returned to the customer under a new waybill. The freight charge will be paid by the receiver.
  • Due to SF's reason: The shipment is returned to the customer under the original waybill.

Remarks: The transit time for shipment return is not guaranteed.
 

Shipments returning from overseas countries
Returning Shipments: When filling the pre-declaration information, customers can select whether the shipment return service is required (in the case that shipments are not successfully delivered).

  1. If "N" is selected, shipments are directly destroyed in local countries.
  2. If "Y" is selected, shipments are returned to the SF operation center in the corresponding country
  3. After shipments are returned to the SF operation center, SF would return all the shipments to Hong Kong. If customers need the shipments to be returned to Mainland China, they shall arrange the return by themselves.
How to claim for compensation?

Process of Claim for Compensation

Time Limitation of Claim

Claim for Compensation for Registered Parcels

Claim for Compensation for Ordinary Parcels

USA: If shipments are not delivered within 15–35 days upon shipping, customers can submit the claim requests to SF. After 35 days since shipping, the claims for compensation are not accepted.

Within 30 days upon shipping, domestic transshipping information can be tracked. After 30 days, track of in-warehouse parcels is not accepted.

Australia: If shipments are not delivered within 15–50 days since shipping, customers can submit the claim requests to SF. After 50 days upon shipping, the claims for compensation are not accepted.

Russia, Lithuania, Latvia, Estonia, Finland, Norway, Sweden, Belarus, Ukraine, and Poland: Customers shall submit the claim requests within 90 days after SF official website displays "SF Express collected shipments", and after that claims for compensation are not accepted.

Other countries: If shipments are not delivered within 18–90 days since shipping, customers can submit the claim requests to SF. After 90 days since shipping, the claims for compensation are not accepted.

Claim criteria

Shipment loss during domestic transshipping

Shipment loss during overseas transshipping

Shipment loss during domestic transshipping

Shipment loss during overseas transshipping

Since SF official website displays "SF Express collected shipments", the route information is not updated for more than 10 days. After SF confirms that the shipment is lost during domestic transshipping, the freight charges and registration fee are refunded. Shipments are compensated based on the declared value. The highest compensation amount is no more than CNY 200/shipment.

After SF confirms that the shipment is lost during overseas transshipping, the shipment is compensated based on the declared value (freight charges and processing fee are not refunded). The highest compensation amount is no more than CNY 200/shipment.

Since SF official website displays "SF Express collected shipments", the route information is not updated for more than 10 days. After SF confirms that the shipment is lost during domestic transshipping, the freight charges and processing fee are refunded. Shipments are compensated based on the declared values. The highest compensation amount is no more than CNY200/shipment.

For ordinary parcels, except for the compensation for shipment loss during the domestic transshipping, no other compensation is provided.

Remarks:

In Russia, Lithuania, Estonia, Latvia, Finland, Sweden, Norway, Belarus, Ukraine, Poland, after the day SF official website displays "SF Express collected shipments", the route information is not updated as follows for more than 60 days: Delivering, received, returned, or customs detention, customers can submit claim requests to SF. (In case of public holidays in the destination countries or in China, the deadline for route information update will be postponed.)

After 90 days since shipping, no tracking is accepted.

For ordinary parcels in Russia, Lithuania, Estonia, Latvia, Finland, Sweden, Norway, Belarus, Ukraine and Poland, no compensation service is provided.

Customers shall follow the principle of "track before claim" and will be compensated based on below standards upon the claim request confirmed and accepted by SF.

Materials required for claims

Customers shall submit the following files for any claims:

A. Online transaction screenshots + refund screenshots;

B. In case that the customers send another shipment as replacement with no refund, online transaction screenshots, dispute details and replacement shipment waybill number are required.

Compensation time limit

After SF confirms acceptance of the claim request, the compensation will be paid within 8 working days.