YTO Express Operational Procedure PDF

OPERATIONAL PROCEDURE (Standard Operating Procedure) STANDARDIZATION DEPARTMENT |42 TABLE OF CONTENTS: I. HOUSE RULES AND STANDARDS III. NETWORK/CLAIMS/CSR FLOWCHART Safety guidelines and Regulation NETWORK/ARBITRATION...

OPERATIONAL PROCEDURE (Standard Operating Procedure) STANDARDIZATION DEPARTMENT |42 TABLE OF CONTENTS: I. HOUSE RULES AND STANDARDS III. NETWORK/CLAIMS/CSR FLOWCHART Safety guidelines and Regulation NETWORK/ARBITRATION/CSR Taking care of working station thru Lean 6`S CLAIMS REPORT Working Hour Attendance & Working Ethics CSR REPORT II. OPERATION GUIDLINES Operation Cycle 2 Types of Parcel Pick Up Process Outbound Process Sorting Centre Process Outbound Process Delivery Process STANDARDIZATION DEPARTMENT |42 YTO EXPRESS DISTRIBUTION CENTRE HOUSE RULES It is prohibited for all employee to take home any office supplies such as Over breaks and leaving the workstation without permission are not allowed COUPON BONDS, PENTEL PENS, PENS etc. and punishable. Browsing nonrelated work websites, FACEBOOK, INSTAGRAM, TIKTOK, Employees are required to undergo basic training of operation process, machine PORN, PLAYING ONLINE GAMES and ONLINE SHOPPING while on the handling and hazards. workstation is prohibited. Employees must follow all signage’s and hazards warning upon entering the Playing, cards, taking alcoholic beverages inside the operation, smoking compound. and working drunk or with hang overs are not allowed and punishable. Employees are required to wear appropriate uniform while in the DC. (visitor is Any reckless actions that result to loss and damage of any company required present ID cards before entering the premise, sleepers, shorts and property especially when it is issued under employee name will be sleeveless shirts or sando are prohibited) shouldered by the employee. Taking VIDEOS and PHOTOS of the WAREHOUSE and ITS OPERATION is STRICTLY Any misconduct, rudeness and any disrespectful manner towards to a co- PROHIBITED. staff, operation leaders, visitor is punishable. All misconduct and violations reported by the guards, safety officer and Usage of any company equipment, trucks and vehicle for personal use operations leader must be reported directly to the supervisor and HR for proper are prohibited unless for emergency purposes and with operations head evaluation. consent. Spiting, loitering, vandalism and littering are not allowed (be always responsible in your working station). STANDARDIZATION DEPARTMENT |42 Taking Care of Working Station Thru LEAN 6’s ❑ SORT – Remove what is not needed and keep what is needed. ❑ SET in ORDER – Create a work environment that is organized, ergonomic, uncluttered ❑ SHINE – Clean the workplace every time. ❑ STANDARDIZE – Creation of a set of standards that will become the new average for the workspace. ❑ SUSTAIN – System in place that includes regular training, practices and self-discipline. ❑ SAFETY – Follow the 5’S with inspection  OPERATIONAL CYCLE SECONDARY DC DELIVERY BRANCH SENDER PICK UP BRANCH SECONDARY DC SOC (2 days SLA) ( 1 day SLA) (2 days SLA) MISROUTED Applications Pick up XingZhe Apps RTS Delivery Loading Unloading ZunZhe Apps POD Departure RECEIVER STANDARDIZATION DEPARTMENT |42  BUSINESS FLOW 快递生命周期 Sender Pick-up Branch Transit Centre Delivery Branch Receiver 发件人 发件网点 转运中心 派件网点 收件人 Walk in client Pick-up Arrival Arrival Online seller’s Collect Unload Unload E-commerce Bagging Sort Sort flatform Load Bagging Delivery Departure Load Signing Departure success STANDARDIZATION DEPARTMENT |42 2 TYPES OF PARCEL  PICK UP PROCESS (First Mile: 1 day SLA) STANDARDIZATION DEPARTMENT |42 PICK UP GUIDELINES PICK UP SHOPEE agrees to provide leniency for the 98% SLA adherence on the Day 0 of the Actual Pickup Date under the following circumstances: a. Failure of Seller to Rebook after SERVICE PROVIDER Pick-up Retry Status: If the Seller fails to rebook the pickup service after the SERVICE PROVIDER has pushed a retry status. Absence of Seller Escalation for Fake Pickup Attempt/s: In the absence of any Seller Escalation related to Fake or invalid Pickup Attempt/s, thereby ensuring the legitimacy of the Electronic Proof of Pickup (EPOP).  PICK UP FLOW CHART First Mile: Pick up Courier will Courier will bring Branch Courier will Courier will perform the Pickup the parcel to the Supervisor/ Q.A send an inspect if the Seller Schedule scan successful and Branch for will bind the appointment packaging was for Pick Up provide the pickup scanning load to pickup order to of pick up to intact, form to the seller to next station the courier the seller sign Pick up Service ✓ 1 day SLA YES – NO – Reject and take a photo of ✓ Courier must use “Pick up” Icon proceed to the parcel that does not meet the ✓ For Failed Pick-up, courier must provide an accurate and Pick Up standard packaging guidelines and valid proof. Scan upload in our system and scan as problematic STANDARDIZATION DEPARTMENT |42 PICK UP ALLOCATION Branch Supervisor/ Q.A will bind the pickup order to the courier Steps - Set the ordering date from Present to Previous dates. - Set the “APPOINTMENT PICK UP” - Click “Inquire” - Click the small box to mark the order you want to allocate to RIDER - Click the “Confirm to take order” - Then select the Rider’s Name -Then confirm the Operation REMINDER: Always back track the previous Dates You Can also filter the “Shipper Name” to allocate easier It’s your discretion if you will allocate orders not schedule for pick up today STANDARDIZATION DEPARTMENT |42 Courier set an appointment with the Seller After the courier received the assignment to pick-up, the courier must call the seller to confirm the following: Best time for pick-up Number of parcels to be picked-up Parcel’s dimension (if item could be loaded on courier’s motorcycle or if a larger vehicle is needed). STANDARDIZATION DEPARTMENT |42 Courier arrived at sellers’ location and will inspect if the packaging was intact The courier must present his YTO ID to the seller before the seller give the packages Check shipment’s waybill information if correct Perform Pick Up scan. Note: Check the parcel carefully before execute pick up scan if the packaging is intact and correct based on the packaging guidelines issued by Shoppe When the personnel notice that the packaging of the parcel in incorrect we can refuse the pick-up. Bring parcels that were picked up to the shipping branch Acceptance of bad packaging 3pl will held liable The branch must verify the quantity written on the pick-up monitoring form versus the actual quantity of parcels. Max Volumetric weight = 80 kgs, Max dimensions = 150CM. Inspect any wrong information, bad packaging and possible discrepancy on the parcels. Volumetric weight computation = L x W x H / 6500 ○ ex. 30 x 30 x 50 Receive and keep branch copy of the Pick-up Monitoring cm / 6500 = 6.9 kgs or 7 KGS Form Pick-up manifest. STANDARDIZATION DEPARTMENT |42 SCANNING PROCEDURE PICK UP STANDARDIZATION DEPARTMENT |42 PICK UP SCAN: (XingZhe) The courier will go to the customer's designated location base on pickup time range. Pickup of the order and do the Pickup scan. Always Check for new update of XingZhe and device time of the couriers to prevent System Abnormalities. Note: - Make sure the quantity of scanned parcel and actual parcel should be tally/same - Use Pick up Icon to avoid double Step 1: Click “Pick waybill. Step 2: Scan the waybill up” Icon no. of all pick up parcel STANDARDIZATION DEPARTMENT |42 Accomplish Pick-up Monitoring Form The pick-up courier together with the sender/seller must check the quantity of all picked up items before they sign the form. The pick-up courier must give a copy to the sender before leaving the area. The pick-up courier should return to the branch along with the original copy of the pick-up monitoring form and the parcels and hand it over to the shipping branch. STANDARDIZATION DEPARTMENT |42 PICK UP FAILED SCAN: (XingZhe Apps) If some parcels fails to be picked up, the courier needs to do a pick-up failed and provide a Valid Proof. Step 1: Click “Fail to Step 2: Scan the waybill Step 3: Choose Pick up” Icon no. of all pick up parcel Problematic type and Click confirm STANDARDIZATION DEPARTMENT |42  TYPE OF PROBLEMATIC PARCEL (Pick up) STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: SELLER’S CLOSED Guidelines for Valid Proof. 1. Should be in front of the seller’s location. 2. Should have a GEO location on the proof provided. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: package not ready Guidelines for Valid Proof. 1. Should have a picture at seller’s premises or actual item. 2. Should have a GEO location on the proof provided. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: IMPROPER PACKAGING Sample proof of improper packed parcels When to use this problematic reason? If upon pick up, the packaging is non-standard or non-compliant based on the agreed guidelines. What proof should the riders use? Photo of the parcel with the bad packaging. What is the next step after PP registration? Reinforce the packaging and proceed to pick up. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: THE CUSTOMER CANCELLED TO SHIP THE ITEM Sample proof of text message and Pick Up monitoring form confirmation When to use this problematic reason? used in an event that the pick-up is failed due to customers' change of mind not to ship the parcel What proof should the riders use? Pick Up monitoring form with failed pick-up acknowledgement from the seller. Text message from the seller that the shipment of the package is cancelled. HQ STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: NO BODY AT PICK UP LOCATION When to use this problematic reason? Sample proof that the riders should secure in PP registration of Nobody at pick-up location. If upon pick up, no one is there to hand over the parcel. What proof should the riders use? Photo timestamp of the area location. What is the next step after PP registration? Perform another pick up if it is still pushed in the system. Advised the sender regarding the pickup time ahead of time to avoid delay. Photo that the rider attempted to pick-up the parcel at the designated location. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: CUSTOMER’S GOODS ARE NOT READY Customer’s goods are not ready Sample proof of the monitoring form When to use this problematic reason? If upon pick up, the item is not yet ready to be shipped. What proof should the riders use? Photo that the item is not yet ready for pick up or the rider reached the destination, but the item was not ready. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: FORCE MAJEURE When to use this problematic reason? Sample proof of attempt in the area that it can’t be accessed for delivery If the pick-up cannot proceed due to unexpected calamity approved by HQ. What proof should the riders use? Photo of the restricted or affected area with geo tagging. Announcement from LGU declaring the area is un-accessible. Text message confirmation from the receiver that the area was hit by a calamity and pick up of the parcel is not possible. What is the next step after PP registration? Pick up on the next day if situation gets better and call the receiver to confirm the pick-up. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: PROHIBITED ITEM List of Prohibited When to use this problematic reason? If upon pick up, the package is prohibited based on the agreed guidelines. What proof should the riders use? Photo of the actual parcel with prohibited item (timestamp) STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof VALID PROOF: PROHIBITED ITEM 1. All kind of precious metals (Gold, Silver, Platinum, etc...) 2. All kinds of weapon and ammunition (Firearms, Flick knives, grenade, etc...) 3. All kinds of explosive and flammable articles (Such as detonators, explosives, gunpowder, firecracker, explosives gas, flammable liquids & solid, etc...)(Pesticides and spray, oils) 4. All kinds of corrosive articles (Hydrochloric acid, sulfuric acid, nitric acid, chromic acid, etc...) 13. Batteries, Mobile phones, power banks 5. Currency (Cash, Check, negotiable instruments, bonds, stock certificates, etc.) blank (Cellphones: brand new phones by our VIP Clients are allowed to cheque are allowed) be shipped by air freight or by land. Second hand are not allowed) 6. Radioactive element and containers. (Such as uranium, cobalt, radium, thorium, 14. Articles of Extraordinary Value (Airline ticket stock, plutonium etc.,) archaeological artifacts, artwork, antiquity and antiques, Bank 7. All kinds of potent poisons. (Such as ricin, tetrodotoxin,mercury, toxic (Poisonous) and cards and/or credit cards) infectious substances, etc...) 15. Articles of Special Value (Gems, jewelry, non-negotiable 8. All kinds of anesthetic drugs. (Opium(including poppy shells, flowers, alfalfa, leaves) bonds/bond coupons, non-negotiable securities, non-negotiable morphine, cocaine, heroin, marijuana, ice, ephedrine, other products, etc.,) shares/share coupons, pearls (including cultured), 9. All kinds of biochemical products and infectious materials(Waste or garbage for disposal, 16. Liquid item(Astringent, car battery / battery solution, chlorine, hazardous waste, including, but not limited to, used hypodermic needles or syringes, or bleaching agents, corrosive liquid, floor wax, printer ink (opened, other medical waste) used) 10. Various cultures that endanger national security, social and political stability.(Campaign Perfumes are allowed: must be packed properly and should be materials, political propaganda and materials) inside a box 11. Various items that impede public health.(Such as bones, animal organs, limbs,etc..,) - Liquid Soap, Creams, Make up products: must be packed properly, 12. National Laws, regulations, and administrative regulation expressly prohibit the tape the opening (ALLOWED). circulation, delivery, or entry and exit of articles. (State secret documents and materials, - Printer Ink (brand new) IS ALLOWED TO BE SHIPPED national currency and counterfeit currency, precious cultural relics, and endangered wild 17. Obscene and pornographic items (Magazines, CD, DVD, film, animals and their product.) photographs, newspaper, posters, books, calendars, optical discs, toys, etc.) STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof : PROHIBITED ITEM DRY GOODS WET GOODS *POWDERED items in plastic bags ARE NOT ALLOWED, FRESH GOODS ARE NOT ALLOWED (FRUIT, MEAT, etc. ) OF ANY KIND THEY MUST PURCHASE OR PROVIDE A BOX. 塑料袋中的粉末物品是不允 不允许任何形式的新鲜商品 许的，他们必须购买或提供一个盒子 Fresh meat Fresh fruits Fresh *Chocolates and other food that easily melt ARE NOT ALLOWED. 巧克力和其他容易融化的食物是不允许的 鲜肉 新鲜水果 vegetables 新鲜蔬菜 MEDICINE Powdered in plastic bag Chocolates Canned goods 塑料袋中的粉 巧克力 Prescription Drugs ARE NOT ALLOWED. 不允许使用处方药 末 罐头食品 HIGHLIGHTS 强调 - Canned goods (must be in a box), candies or chocolates in can, dried mangoes, dried fish, etc, 罐头食品（必须装在盒子里）、罐装糖果或巧 克力、芒果干、鱼干 都允许运送 ARE ALL ALLOWED TO BE SHIPPED Prescription - POWDERED items: Coffee, milk, supplements (in can) are ALLOWED to be Drugs shipped 处方 (MUST BE PLACED IN BOX) 粉末状物品：咖啡、牛奶、补充剂（罐装） 允许运输（必须放在盒子里） STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof : PROHIBITED ITEM ELECTRONICS 电子产品 ENVIRONMENTAL ITEMS 环保用品 Laptops, Mobile Phones, Electronic gadgets, appliances. Plants, Corrals, Shells, etc. 植物、畜栏、贝壳等 笔记本电脑、手机、电子产品、电器 Shells Corrals Plants 2nd hand Appliances 植物 壳 畜栏 Brand new Electronics mobile phone 家用电器 2手电子 全新手机 HIGHLIGHTS 强调 HIGHLIGHTS: 强调 - ONLY BRAND-NEW MOBILE PHONE DEVICES OF VIP CLIENTS仅 限 VIP 客户的全新手机设备 NOT ALLOWED: 不允许 - Must be placed in original box 必须放入原盒 - SAND 沙 - 2nd HAND ELECTRONICS ARE NOT ALLOWED, 不允许使用第二 - PLANTS (ONLY PLASTIC PLANTS ARE ALLOWED) 植物（只允许 手电子产品 使用塑料植物） - BRAND NEW and 2nd HAND APPLIANCES are ALLOWED 允许使 - CORALS, SHELLS, PEBBLES, STARFISH, DRIFTWOOD 珊瑚、贝壳 用全新和第二手设备 、鹅卵石、海星、浮木 STANDARDIZATION DEPARTMENT |42 PICK UP PROBLEMATIC YTO Problematic Function Description VALID PROOF Reason Type Express package failed to protect express package (including irregular packaging), packaging ACTUAL PARCEL (TIMESTAMP) Improper packaging Pick up PP with peer identification. It refers to the delivery outlets to receive the national laws and regulations or company ACTUAL PARCEL (TIMESTAMP) Prohibited item Pick up PP regulations are not allowed to receive the goods. The customer cancelled to ship the Pick up PP Cancellation of delivery service due to customer reasons. SELLERS’ PREMISES/ ACTUAL PARCEL (TIMESTAMP) item nobody at pick up CALL LOGS (at least 3 attempts), TEXT, PICTURE (TIMESTAMP) Pick up PP In the process of door-to-door pickup, the customer is not in the range of delivery address. location The phone went During the delivery process, the customer's phone is not answered, the line is busy, the CALL LOGS (at least 3 attempts), TEXT, PICTURE (TIMESTAMP) unanswered or power Pick up PP machine is shut down or the machine is powered off. As a result, the express cannot be off picked up normally. The weight ACTUAL PARCEL WITH PROOF OF WEIGHT DISCREPANCY (TIMESTAMP) Pick up PP The actual weight or volume weight does not match the declare weight. discrepancy The sender has placed an order for delivery, and when the consignee comes to pick up the Customer's goods are SELLERS’ PREMISES/ ACTUAL PARCEL (TIMESTAMP) Pick up PP item, the sender says that the goods to be delivered are not ready and cannot be picked up not ready temporarily. Oversized or ACTUAL PARCEL WITH PROOF OF WEIGHT DISCREPANCY (TIMESTAMP) Pick up PP It refers to a single parcel Courier whose billing weight exceeds the company's limit. overweight package The express cannot operate normally due to force majeure factors such as road PHOTO OF RESTRICTED OR AFFECTED AREA (TIMESTAMP), ANNOUNCEMENT FROM LGU Force Majeure Pick up PP reconstruction, government forced clearance, major national activities/conferences, DECLARING THE AREA IS UN-ACCESSIBLE, TEXT MESSAGE CONFIRMATION OF RECEIVER THAT government regulation, natural disasters and other third-party causes. PARCEL CANNOT BE PICK UP DUE TO CALAMITY ACTUAL PARCEL (TIMESTAMP) Squash Parcel Pick up PP The goods were extruded because of non-standard packing. STANDARDIZATION DEPARTMENT |42 Courier will bring the picked-up parcel to the branch The branch must verify the quantity written on the pick-up monitoring form versus the actual quantity of parcels. Inspect any wrong information, bad packaging and possible discrepancy on the parcels. Receive and keep branch copy of the Pick-up Monitoring Form Pick-up manifest. Will proceed to Outbound Scan. STANDARDIZATION DEPARTMENT |42 (BRANCH)  OUTBOUND FLOW CHART Check the truck QA/Sorter will Loading scan Scan again the Collect Scan scan the white (QA/Sorter before loading 1st cable tie for (VIP ONLY) cable tie that you will scan all the parcels will use to sealed Departure scan the parcel for the truck loading ✓ Branch Must provide 3 Security cable tie to ✓ For the Proper Stacking all bind in each lock on truck. parcel/s should consider the weight, the size, and the ✓ 1st Security Cable tie must used for appearance of the actual item scanning process (LOAD & DEPARTURE to avoid damages parcel SCAN) and the two remaining cable tie must bind only on the truck for security purpose and must all indicate on the ✓ All Sorters’ must have manifest for preferences. their own account to use the Outbound Process. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS COLLECT SCAN (VIP ONLY) The Pickup item’s will be drop back to the Pickup Branch or Subsidiary and the QA will do the collect scan using the Zunzhe App or PC. Note: Make sure the quantity of scanned parcel are same in the quantity or actual parcel. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS CHECK THE TRUCK BEFORE LOADING THE PARCEL STANDARDIZATION DEPARTMENT |42  BEFORE PROCEED TO LOAD SCAN Branch must take photo the parcel they transacted as a proof of proper packaging of each parcel. OUTBOUND PROCESS LOADING PROCESS QA/Sorter will scan first the white cable tie that you will use to sealed the truck then, scan all the parcels for loading Click LOAD Icon Input NEXT LOCATION Click the button ‘Load’. Scan security cable tie with PDA Select Next Brach, here is to choose the transit center you will be sent to. Use a PDA to scan a package or large package and load it into the car. Note : White cable tie must load scan first and next to scan the parcel one by one. Note : After loading the all parcels inside the truck, you must take a photo of proper stacking. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS PROPER STACKING ✓ When loading parcels into the YTO truck, employees should pass items with two hands, one parcel at a time and QA/CSR or PIC always make sure that the quality of proper handling and proper stacking of parcels is followed. PROPER PROPER STACKING HANDLING OF PARCEL/S ✓ Be mindful of every ✓ For the Proper Stacking sticker attached to all parcel/s should every parcel/s consider the weight, ✓ Fragile parcel/s must the size, and the handle with care. appearance of the ✓ Do not throw the actual item to avoid Parcel/s, light or heavy. damages parcel ✓ Always treat each parcel/s as a HIGH VALUE Items. Throwing of parcels during transfer is not allowed! Employees caught will be subject for disciplinary action. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS PROPER STACKING ✓Start with the larger, heavier boxes. Having larger boxes on the bottom creates a solid foundation and resists leaning. ✓If the smaller parcel are a lot heavier than the larger parcel, place the smaller, heavier parcel as the first layer, then place the larger, lighter parcel on top. This will ensure that the heavier parcel are not crushing the lighter parcel, causing the stack to lean. Try to keep the same size parcel side by side. ✓Line up the parcel close to the edge. ✓Try to keep the same size boxes side by side. ✓Organize each layer so it reaches the ends of the previous layers’ boxes STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS DEPARTURE USING ZUNZHE APP. Scan again the barcode on the security cable tie with PDA, the system will give a voice prompt whether to confirm the departure, after verifying that the vehicle information is correct, click Confirm. Note: After all the packages are loaded into the vehicle, departure operation must be scanned before departure. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS Outbound Process: Reminders 1 ✓Branch Must provide 3 Security cable tie to bind in each lock on truck. 2 ✓1st Security Cable tie must used for scanning process (LOAD & DEPARTURE 3 SCAN) and the two remaining cable tie must bind only on the truck for security purpose and must all indicate on the manifest for preferences. STANDARDIZATION DEPARTMENT |42 OUTBOUND PROCESS TRANSMITTAL ( other 2 white cable tie code) White Cable Tie NOTE: All information must indicate on manifest Code # and must be accurate on actual.. : Provide 2 copies of Transmittal STANDARDIZATION DEPARTMENT |42  SORTING CENTER FLOW (Inbound & Outbound) (MID MILE: 2 DAYS SLA) SORTING CENTER Receiving Process Flow TRUCK MANIFEST UNLOAD PROCEED TO CHECKING SHIPMENT SORTING SORTING AREA ARRIVAL ABNORMALITIES / PROBLEMATIC IF DAMAGE- ENDORSE TO RE-POUCH / HOLD QA RE-KIT STANDARDIZATION DEPARTMENT |42 SORTING CENTER Sorting Process Flow FROM CHECKING OF CHECKING OF SORT BASED LOADING UNLOADING DC CODES DC CODES OF DC CODE SCAN PROBLEMATIC TRUCK DEPARTURE / DISPATCH PARCELS LOADING IF DAMAGE ENDORSE TO RE-POUCH DOCUMENT HOLD QA RE-KIT PREPARING CABINET AND SORTING AREA ❑ Getting the pouch and bulky parcel from conveyor and then place to the sorting Cabinet. ❑ All pouches must be sorted by DC CODE written in the air waybill. If the parcel has no DC CODE, it will be sorted by address. ❑ Separate the Fragile and handle with care STANDARDIZATION DEPARTMENT |42 SORTING CENTER Departure/Dispatch Process Flow FROM SIGNING OF SIGNATURE OF SIGNATURE SIGNATURE OF SORTING MANIFEST DISPATCHER OF GUARD THE DRIVER DEPARTURE / DISPATCH – TRUCK WILL LEAVE THE DC STANDARDIZATION DEPARTMENT |42 (BRANCH) 5  INBOUND FLOW CHART QA will check the Using Zunzhe Apps, Driver will hand overall physical Truck Arrives QA/Sorter will scan over the condition of the truck at Branch the white cable tie manifest to QA then check if the cable for Arrival tie is intact/good ✓ All Sorters’ must have their own condition account to use the Inbound Process. Unload ✓ Branch must follow the process for Procedure Inbound ✓ Upon Truck Arrival, All damages, un- Take a photo of actual Using Zunzhe, Unloading QA/Sorter will do arrived parcel/s must register in scan all the situation of the parcel system within 2 hours unloading and (Subsidiary/branch). parcels. upon opening of the vehicle scan the cable tie After the process, Sorter will ask the for 2nd time QA to tally the System Quantity against Actual Received Quantity. STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS Truck Arrives at branch Note: Staff must stand beside the truck where the transporter can reach the staff every time, they guide it on parking. Make sure that all the security tie used on the truck are same on the manifest, once encounter some problem (in accurate security tie) please report and create I.R and forward to T.C. STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS Get a Manifest and Checking Overall Physical Condition of truck STEP 1 : Once the truck arrived at your branch, staff must get the manifest to transporter to check if the plate number and security cable tie indicated on manifest is same to actual truck arrived on branch. STEP 2 : Make sure that the 3-hold lock has 3 security tie locked. ✓ Make sure that the Security cable tie must indicate on the manifest. ✓ 1st Security Cable tie must used for scanning process (UNLOAD & ARRIVAL SCAN). STANDARDIZATION DEPARTMENT |42 Arrival Scan Delivery First is the Arrival Scan. Subsidiary/Branch After the truck is arrive at delivery branch or ARRIVAL SCAN delivery subsidiary the QA/Sorter need to do (white cable tie) the arrival scan using ZunZhe Application. UNLOAD (PDA or Mobile App Scan) In the ZunZhe application, click on the Arrival DELIVERY icon in the Inbound Operation panel, then (PDA or Mobile App Scan) scan the barcode on the security cable tie of EPOD / PROBLEMATIC the truck. (PDA or Mobile App Scan) INBOUND PROCESS ARRIVAL SCAN Delivery First is the Arrival Scan. Subsidiary/Branch After the truck is arrive at delivery branch or ARRIVAL SCAN delivery subsidiary the QA/Sorter need to do (white cable tie) the arrival scan using ZunZhe Application. UNLOAD (PDA or Mobile App Scan) In the ZunZhe application, click on the Arrival DELIVERY icon in the Inbound Operation panel, then (PDA or Mobile App Scan) scan the barcode on the security cable tie of EPOD / PROBLEMATIC the truck. (PDA or Mobile App Scan) STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS ARRIVAL SCAN Remove the security tie both side and unload all the parcel stored on truck. ✓Please be cautious when opening the truck to avoid falling parcels and for your own safety. ✓ QA/Supervisor must check if all the parcel expect to arrived are inside the truck “Check the actual parcels versus the systems to see if they are accurate or tally.” ✓Check if the parcel are in good condition and in proper stack. ✓Unload the parcel and make sure Do not throw when transferring from one place to another especially during loading and unloading to and from the truck. ✓Make sure that there are no parcels left inside the truck. STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS UNLOADING SCAN Using Zunzhe, QA/Sorter will do unloading and scan the cable tie for 2nd time Click the button ‘Unload’. Scan security cable tie with PDA Scan a package or large package and unload it from the car. STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS Take a photo of actual situation of the parcel upon opening of the vehicle Proper Stacking Guidelines STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS Unloading Scan all the parcels ✓ For parcels that are heavy or relatively heavy, staff should seek additional help from other employees for safety. ✓ Horseplay during lifting is not allowed. ✓ Lift with the legs and not with hips to avoid spinal injuries. STANDARDIZATION DEPARTMENT |42 INBOUND PROCESS Unloading Scan all the parcels ✓Do not put the Parcel on the ground. ✓Always put the Parcel on the crates during sorting ✓Do not stack big boxes on top of smaller boxes to avoid damage that may compromise quality Note: Once finish to unload the parcel proceed to scanning procedure (Delivery process) STANDARDIZATION DEPARTMENT |42 SORTING CENTER PROBLEMS ACTIONS ENCOUNTERED TAKEN ✓ In-accurate actual security tie serial ✓ Must take a photo of actual cable tie and manifest, Create number vs on manifest declared. an IR, raise it to HQ/CSR for heads up. ✓ Must take photo of the manifest, create an IR, raise It to ✓ Wrong manifest received/turn HQ/CSR for heads up. Check the actual count arrival versus over. the system declared. ✓ Incomplete Bind security cable tie. ✓ Take Photo, identify the missing cable tie include it on IR and must be forwarded to HQ/CSR. ✓ Improper stacking. ✓ Take Photo the inside surface of truck, create an IR and Note: Every LOAD/ARRIVAL & forward it HQ/CSR. UNLOAD/DEPARTURE must take a photo of security ✓ After completing all required documents such as photos tie and the inside truck to check or have a proof that and IR and reporting to the HQ CSR and Training team, the parcel is on proper stacking. proceed to the Arrival and Unload scans. STANDARDIZATION DEPARTMENT |42  DELIVERY SOP (Last Mile: 2 days SLA) STANDARDIZATION DEPARTMENT |42 SLA & DELIVERY GUIDELINES on POD and POA DELIVERY General Guidelines on POD and POA Collection 1. Riders should collect Proof of Deliver (POD) when they successfully deliver a parcel. 2. Riders should collect Proof of Attempt (POA) during failed attempts to delivery a parcel. Appropriate reason codes should be pushed to identify reason for failed deliver. STANDARDIZATION DEPARTMENT |42  DELIVERY FLOW CHART Last Mile: (Delivery Branch) Riders’ Manifest 1st Delivery If Successful, POD Note : Upon arrival of the truck and Delivery need to check Attempt within Scan notice that the No. of arrival is not Sorting then Call match in the manifest QA In charge Scan the arrival of If unsuccessful, and/or Text must tagged is Problematic UNARRIVED parcel to the Problematic Scan and Within 2Hrs and report it to your the customer last mile Upload a valid photo respective PIC. delivery branch proof If Damage Within 2hrs Upon arrival Tagged it as Problematic Damage and Report it Immediately to respective PIC. 2nd Delivery And Wait for feedback for Further Attempt must If Successful, POD Register Instruction. Call and/or perform on the Scan RTS then next day of the Text the customer If unsuccessful, Departure 2 days SLA 1st scanning of Problematic Scan and Scan again delivery Upload a valid photo proof Daily Target Delivered /Return 95% NOTE: If 1st delivery attempt was rejected by the receiver, RTS immediately Based to end-to-end SLA and do not attempt for 2nd delivery If a parcel is addressed to Gov’t offices, or Business Offices and the Office is closed, After arrival scan, call and message the customer first. ✓ REMIND ALL RIDERS TO DO NOT FORGET TO COLLECT THE COD Delivery scan then PP registration. AMOUNT TO THE CUSTOMER! ✓ NO OPEN POLICY! EVERY DELIVERY SCAN MUST HAVE A VALID PROBLEMATIC PARCEL OR VALID POD! ALL ACTUAL DELIVERY SCAN MUST BE TALLY IN SYSTEM. STANDARDIZATION DEPARTMENT |42 SCANNING PROCEDURE DELIVERY PROCESS (Last mile) STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE DELIVERY SCAN (Zunzhe Apps) QA/Sorter will do a Delivery Scanning based on the barangay that the couriers’ responsible for. Check the vehicle prio to delivery Note: Make sure the quantity of scanned parcel and actual parcel should be tally/same. Step 1: Click “Delivery” Step 2: Scan the waybill Icon STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE DELIVERY SCAN (XingZhe Apps) QA/Sorter will do a Delivery Scanning based on the barangay that the couriers’ responsible for. Check the vehicle prio to delivery Note: Make sure the quantity of scanned parcel and actual parcel should be tally/same. Step 1: Click “Delivery” Step 2: Scan the waybill Icon STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE EPOD (Electronic Proof of Delivery) EPOD (Electronic Proof of Delivery) At the location, call the customer informing you have arrived. Reminders: - Basic ePOD requirements must be attached. - Photo of the parcel at the location with timestamp. - Photo of parcel with clear airwaybill with timestamp. -Strictly no face will capture in ePODs. Step 1: Click “Signing” Step 2: Scan the Step 3: Provide proof Icon waybill and click “Sign” STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE PHOTO POD GUIDLINES STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE VALID POD: Photo POD – Parcel at the location 1. Includes the parcel at the location that can be easily identified and awb no. must readable. 2. Does not have any faces of the recipient 3. Clear, bright and not dark Note: Please remember to not include the recipient face in your picture. Photo 1: Parcel at the Photo 2: A WB details : Always get the customers consent before taking location with pictures. geolocation and date & time stamp STANDARDIZATION DEPARTMENT |42 PROOF OF DELIVERY/RETURN INVALID POD Notes: 1. AWB should be clearly shown and the packaging condition must be seen when collecting photo proofs. 2. When taking photo of house number and parcel, enough context must be shown (unit/house number, immediate area and externals). 3. Parcels can’t be left on the delivery location or any of its premises without confirmation from the consignee 4. For CS Tickets. If initial submitted POD/POA/POR guidelines to Shopee is not compliant with Guidelines, Automatic filing of Claims by CS Team 5. For DTI escalations and escalations Via Logistics team. If initial submitted POD/POA/POR guidelines to Shopee is not compliant with Guidelines, Automatic filing of Claims by Logistics STANDARDIZATION DEPARTMENT |42 DELIVERY: LAST MILE PROBLEMATIC If the parcel fail to receive, courier must perform a problematic parcel using his XingZhe apps. *Note: For YTO PARCEL, only can 3 delivery attempts and it can stay in 7days on branch if the customer request schedule deliver. For Shopee, parcels may be redelivered for fix 2days. SLA For Shopee – 10 days Step 3: Attached Valid Proof Step 2: Click the Step 1: Click “Pending” then Click “Exceptional airwaybill Delivery” for Problematic STANDARDIZATION DEPARTMENT |42 YTO Express – SOP Delivery SCANNING PROCESS If Successful, If Successful, 1st Delivery Attempt POD Scan 2nd Delivery Attempt POD Scan within the arrival of If unsuccessful, must perform on the Note: QA must parcel to the last mile Problematic next day of the 1st If unsuccessful, inspect and check delivery branch Scan and scanning of delivery Problematic Scan PROOF of ATTEMPT Upload a valid and Upload a valid to avoid switch item photo proof photo proof and Invalid RTS. Note: Morning QA Note: QA must inspect and will hand over the check the PROOF of ATTEMPT parcel to Sorter for Note: Invalid RTS, the to avoid penalty. Delivery Scan. After inspecting and liability will be both checking proof if it’s Courier and QA. (ALL PROBLEMATIC PARCEL MUST HANDED OVER TO QA valid proceed to RTS WITHIN THE DAY) NOTE: If the parcel is not handed-over to QA, the liability is the Courier but if the parcel is handed-over to QA and didn’t inspect/check a proof the liability is the QA. After hand over the parcel QA should keep the redeliver parcel in one (1) area. If the parcel was lost after handed over it, QA must be liable. SO, morning QA will hand over the parcel to sorter and make sure all redeliver must have scan If QA RTS the parcel without valid proof that fall Invalid RTS, the liability will be fall for both (courier for not inputting correct proof and QA for not checking). EVERY FAILED ATTEMPT MUST INSPECT THE PARCEL AND CHECK THE PROOF! STANDARDIZATION DEPARTMENT |  TYPE OF PROBLEMATIC PARCEL (Deliver) STANDARDIZATION DEPARTMENT |42 PROOF OF ATTEMPTS Guidelines for valid proof Address Information Unknown/Incorrect When to use this problematic reason? Sample proof of delivery attempt in the area When the courier delivers to the address indicated however the address is vague/incorrect. What proof should the riders use? Delivery attempt in the city/area with geo tagging or in front of barangay hall. If upon calling the receiver gave the complete address, proceed to delivery if within the scope of the branch. What is the next step after PP registration? *Shopee same region can proceed if not follow rts procedure. *Tiktok is different still proceed with the delivery but must provide proof for the wrong code *Lazada must request SLA extension and proof for the proof it requires clear picture of the parcel If the address is not in the same region and city, follow RTS SOP (except tiktok parcels) If the customer is not responsive to give the correct address, delivery scan then same PP until 3rd delivery attempt. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof Customer is Not Available on Holidays Sample proof of text message confirmation from the When to use this problematic reason? receiver Central Business District (CBD) area. When the courier attempts to deliver during holidays and the office address is closed on Sundays. What proof should the riders use? Photo proof of the text message confirmation from the receiver that the address is closed on delivery during Sundays and holidays. What is the next step after PP registration? Attempt the delivery on next day. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof Customer Rejected Sample proof of actual delivery attempt with receivers at the background/ID is present When to use this problematic reason? When the courier attempts delivery but the customer did not want to receive the parcel and outright rejected it for some reasons. Customer changed their mind about receiving the parcel. What proof should the riders use? Take a photo of the parcel with the receiver at the background, timestamp and geo tagging or ID of the receiver or text message confirmation of rejection with same number declared in the system are both optional. If other person rejected the parcel on behalf of the receiver, require ID for proof. What is the next step after PP registration? Follow RTS SOP. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof Customer Reschedule When to use this problematic reason? Sample proof of Text message confirmation from the receiver that the parcel is rescheduled for delivery When the courier attempted to deliver the parcel, but the customer rescheduled the delivery within 72 hours from the date of arrival. What proof should the riders use? Secure photo proof of delivery attempt in the area and or text confirmation that the receiver is requesting for re-schedule is valid. What is the next step after PP registration? Attempt if the parcel is rescheduled on the third day of delivery. Follow the delivery on the said schedule of the customer. Perform delivery scan and PP “Customer Reschedule” and attach same proof. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof Force Majeure Sample proof of attempt in the area that it can’t be accessed for delivery When to use this problematic reason? Used when there's a certain calamity and or special restrictions with Head quarters approval. What proof should the riders use? Photo of the restricted or affected area with geo tagging. Announcement from LGU declaring the area is un-accessible. Text or call coordination to the receiver if agreed for meet up or branch pick up. What is the next step after PP registration? Delivery scan on the next day if situation gets better and call the receiver to confirm the delivery. If agreed for branch pick up, delivery scan then PP “Self-pick parcels”. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof The customer is not around Sample proof that the riders should secure when attempting When to use this problematic reason? to deliver in the area If upon delivery, the customer is not in the given location. What proof should the riders use? Photo of actual attempt in the address with the house/house number of the receiver, timestamp, and geo tagging. What is the next step after PP registration? Do second delivery attempt. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof ODZ Address When to use this problematic reason? Sample proof that the riders should secure when attempting to deliver in the area If the customer address is out of delivery zone (unserviceable area) Not reachable the contact # Text Confirmation What proof should the riders use? *If reachable the number Inform that the address indicated is ODZ and if they willing to a self pick up (if not, inform the customer that the parcel will proceed to RTS) Text (confirmation of address or rejected) *If cannot be contacted Text Call logs (at least 2-3 attempts) Timestamp with geotagging in the location base in the indicated address. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof ODZ or Address is confusing When to use this problematic reason? Sample proof that the riders should secure when attempting to deliver in the area If the customer address is out of delivery zone (unserviceable area) The address indicated has 2 city Not reachable the contact # Text Confirmation What proof should the riders use? *If reachable the number Inform that the address indicated is ODZ and if they willing to a self pick up (if not, inform the customer that the parcel will proceed to RTS) Text (confirmation of address or rejected) *If cannot be contacted Text Call logs (at least 2-3 attempts) Timestamp with geotagging in the location base in the indicated address. STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof Misrouted Parcel When to use this problematic reason? Sample proof that the riders should secure when attempting to deliver in the area Misroute parcel - If confusing address call the receiver to confirm the address What proof should the riders use? *If cannot be contacted Text Call logs (at least 2-3 attempts) Timestamp with geotagging in the location base in the indicated address. What is the next step after PP registration? OR Erase the old delivery segment Code Put a sticker indicated the “Misroute”, Branch name, and Branch Segment Code STANDARDIZATION DEPARTMENT |42 Guidelines for valid proof PROBLEMATIC REASON Function Problematic Reason Description Type Address Information The receiving and sending address on the express waybill is wrong or incorrect, resulting in the failure of the CALL LOGS (at least 3 attempts), TEXT, PICTURE (TIMESTAMP) Delivery PP Unknown/Incorrect express to complete the receiving/forwarding/dispatching task. Customer is Not Available on holidays Delivery PP Due to the holiday, the recipient cannot normally deliver the express mail. TEXT CONFIRMATION Customer Rejected Delivery PP A parcel that the recipient refuses to sign for. TEXT CONFIRMATION When the Courier arrives at the outlet or in the process of delivery, the customer requests to change the Customer Reschedule Delivery PP delivery time for its own reasons. TEXT CONFIRMATION It refers to the situation that the parcel is damaged due to non-standard operation/traffic accident/natural Damage Parcel Delivery PP disaster during the operation of the express parcel. ACTUAL PARCEL (TIMESTAMP) The express cannot operate normally due to force majeure factors such as road reconstruction, PHOTO OF RESTRICTED OR AFFECTED AREA (TIMESTAMP), ANNOUNCEMENT FROM Force Majeure Delivery PP government forced clearance, major national activities/conferences, government regulation, natural LGU DECLARING THE AREA IS UN-ACCESSIBLE, TEXT MESSAGE CONFIRMATION OF disasters and other third-party causes. RECEIVER THAT PARCEL CANNOT BE PICK UP DUE TO CALAMITY Items that bundled An express shipment with two or more items wrapped together with tape or other cable ties and shipped together Delivery PP with a single waybill. ACTUAL PARCEL (TIMESTAMP) Multiple waybills in one It means that two or more waybills (including our waybill and the waybill of the peer) are pasted on a single item Delivery PP express. ACTUAL PARCEL (TIMESTAMP) It refers to the delivery outlets to receive the national laws and regulations or company regulations are not Prohibited item Delivery PP allowed to receive the goods. ACTUAL PARCEL (TIMESTAMP) Self- pick parcels Delivery PP An express delivery requested by the recipient. TEXT CONFIRMATION In the process of door-to-door pickup or delivery, the customer is not within the range of the receiving The customer is not around Delivery PP address or is inconvenient to send/sign for the delivery and has not arranged for the delivery or does not CALL LOGS (at least 3 attempts), TEXT, PICTURE (TIMESTAMP) agree to others for the delivery, the express cannot be picked up or delivered normally. The phone went In the process of delivery, the customer's phone is not answered/busy/shut down/power off, so that the unanswered or power off Delivery PP express cannot be picked up or delivered normally. CALL LOGS (at least 3 attempts), TEXT, PICTURE (TIMESTAMP) Wrong code Delivery PP Sorting code error due to customer order address selection error or not detailed - Missing item (Lost) Delivery PP The whole parcel or part of the contents of the parcel are lost during transit. - STANDARDIZATION DEPARTMENT |42 RETURN PROCESS and THREASHOLD  FLOW CHART RTS and THRESHOLD After 2 failed If Successful, POD 1st Delivery ✓ NOTE: delivery Scan Attempt * Instances that attempts to RTS sometimes we only need within 48 If unsuccessful, buyer register Problematic Scan Upload 1 attempt specially if the hours (2 days) RTS Valid Photo proof customer rejected the item, we could push the If Successful, POD parcel for threshold. No Call and/or 2nd Delivery need to attempt again. Scan ( Successfully Text the Attempt within ✓ 4 days SLA Return) customer 48 hours (2 again If unsuccessful, days) Problematic Scan Upload ✓ NOTE: Valid Photo proof If unsuccessful, proceed If the Seller insisted to get the parcel this will no to withholding period longer our liability to deliver the parcel, he/ she must go in the branch to get the parcel. If Successful, POD Secure the VALID PROOF OF RETURN DELIVERY if the Scan ( Successfully parcel was successfully pick up by the seller. Threshold of the Return) parcel in the In the DC(warehouse) after the threshold of 15 days and the seller did not message that he/she is If unsuccessful, proceed Branch for + 15 interested to her item we will have our own final to Proper Disposal days disposition for the specific parcel. Disposal or to be (internal disposition sell. applied) No movement (Delivery, Transit and Return ) “Except rejected return and cancelled by seller “upon the said Depart to Carmona days of Threshold considered Lost and the Last Scan will held Liable. using Transmittal form RTS UPDATE!!! In line with the enhance RTS invalid logic, we will consider non-working hours as criteria to validate RTS. Specifically, any delivery attempt made between 10:00 PM – 7:00AM will be deemed invalid. 29 Dec 2023 8:23 am 29 Dec 2023 8:23 am Quezon City Quezon City Metro Manila Metro Manila 29 Dec 2023 8:23 am 29 Dec 2023 8:23 am Quezon City Quezon City Operationally, we expect you to proactively investigate false delivery attempts and erroneous status Metro Manila Metro Manila updates by riders during non-operating hours, as this could indicate fraudulent activity. This RTS invalid logic will be effective starting February 1, 2023. 29 Dec 2023 8:23 am 29 Dec 2023 8:23 am Quezon City Quezon City 29 Dec 2023 8:23 am Metro Manila Metro Manila Quezon City Metro Manila PLACEMENT OF RTS STICKER Wrong Placement of RTS Sticker Correct Placement of RTS Sticker STANDARDIZATION DEPARTMENT | CLAIMS FLOW CHART PROBLEMATIC CLAIM FLOW CHART Within 24hrs upon received HQ- CUSTOMER BRANCH QA/CSR BRANCH BS FINANCE CLAIMS/ARBITRATION Make an incident and Singed the incident Validating the Checking penalty and Complaint issue compensation report it to the BS report incident report attachment. Report to Chinese Classify what type of Manager of the Area claims NOTE: Submit to HQ- Claims /ARBITRATION for validation VALID ❖ The incident report must be signed by the branch supervisor and the OR PIC, before submitting it to HQ-ARBITRATION. NOT NO YES ❖ Before submitting the incident report, all evidence must be included in a PDF file. ❑ The report must consist of the following: CLAIMS It will be sent - Incident report (Including detailed explanation and status attached by REQUEST to Finance Picture of the parcel using timestamp. Include Video if necessary REJECTED department - Failed to comply will held liable. QA or BS must report it immediately once the problem has been made. Record for monitoring claim CSR FLOW CHART HQ CSR HANDLING COMPLAIN FLOW CHART Shopee Task ID Customer team (Create by complain validating Shopee concern team) YTO HQ CSR ( In house tools) Acknowledge BRANCH CSR to Claims SHOULD Failed to Escalate to PROVIDE provide HQ CSR will respective RESOLUTION RESOLUTION MUST SENT branch WITHIN THE validate the BACK TO THE HQ CSR WHO proof TIME FRAME HANDLE THE CASE provided by the branch HQ CSR will update the ticket and attached all Case proof HQ CSR will Dispute the provided by case solved branch  service hotline: (02) 8459 9999 Email：[email protected] Facebook：@ytoexpressphilippines www.ytoexpress.ph THANK YOU!