How to use E-Parcel

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 place an order?

1.    Self-service system of S.F. E-Parcel

A.     Register in the self-service system of S.F. E-Parcel . (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

Customers can integrate self-developed systems with the self-service system of S.F. E-Parcel through API and place orders. If customers require system integration, please contact SF sales for technical guidance.

3)      Third-party ERP systems

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

How to hand over the 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.

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 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.

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 shipment is compensated based on the declared value (freight charges and processing fee are not refunded). 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, customs detention, delivery failed, exceed pickup time, Failure in delivery, 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.