Service quality standards
I. GENERAL PROVISIONS:
1. Purpose:
– Service Quality Standards specify clear commitments regarding the services of N&H Logistics to customers.
– Service Quality Standards are also the basis for the company to manage, evaluate, and adjust commitments, aiming to improve service quality and better meet customer demands.
2. Scope of Application:
– These service quality standards apply to all customers of N&H Logistics
II. DETAILED CONTENT
1. Warehousing Receipt:
– N&H Logistics commits to receiving goods within the specified time for items that meet the following standards:
- New goods, with original labels and tags from the manufacturer, with a minimum shelf life of over 6 months (in cases of less than 6 months, confirmation from the seller is required).
- Goods with complete invoices and documents, ensuring legal compliance.
- Goods with sufficient labels in Vietnamese indicating origin and complete ingredients.
- Goods that are not on the list of prohibited items for trade.
- Goods that meet the warehouse receipt requirements of N&H Logistics as published on the N&H Logistics website: https://nandh.vn/tieu-chuan-hang-hoa-luu-kho/
– In cases where the customer's goods do not meet the warehouse receipt requirements of N&H Logistics, or if the customer wishes to reinforce the goods, N&H Logistics provides reinforcement services to ensure product quality during storage or transportation to the buyer.
– N&H Logistics reserves the right to refuse services for goods listed in the category published on the N&H Logistics website: https://nandh.vn/dieu-khoan-dich-vu/
– Operating Standards of N&H Logistics (Table 1):
Content
Time
Note
N&H Logistics receives information about the goods proposed for warehouse receipt.
24 hours
Customers send information Packing list, Master Data and additional labels (if any) to N&H Logistics at least 24 hours before the goods arrive at the warehouse.
Priority Goods Receipt: Receipt of priority goods according to N&H Logistics standards.
2 hours
- From the moment N&H Logistics receives priority receipt information from the customer.
- Only process priority receipt orders from 08:00 to 16:00 (service is chargeable).
Special Priority Goods Receipt: Receipt of goods with requirements such as applying additional labels, product classification, detailed QC, in-depth QC, reinforcement of goods, etc.
4 hours
- From the moment N&H Logistics receives special priority receipt information from the customer.
- Chỉ xử lý đơn hàng nhập ưu tiên đặc biệt từ 08:00 đến 16:00 (dịch vụ có tính phí).
New Goods Receipt: Receipt of regular goods according to N&H Logistics standards.
24 hours
From the time of check-in, excluding unloading time.
Special New Goods Receipt: Receipt of goods with requirements such as applying additional labels, product classification, QC beyond standard, reinforcement of goods, etc.
48 Hours
N&H Logistics will update the inventory for priority goods to ensure it does not affect the customer's sales plan.
Send the goods receipt report as per the agreement.
4 hours
From the time the warehouse receipt is completed.
2. Warehousing:
- N&H Logistics provides customers with the following two types of warehouses:
- Standard Warehouse: A regular warehouse without air conditioning.
- Cool Warehouse: A temperature-controlled warehouse with air conditioning, maintaining a temperature of 25-28°C.
– N&H Logistics manages inventory through a software system, updating inventory details in real-time.
– When using the storage services of N&H Logistics:
- Customers are provided with the actual inventory results once per quarter.
- If customers wish to directly inventory goods with N&H Logistics, we will provide this service for free once a year.
– N&H Logistics ensures storage conditions for items being stored. The warehouse is equipped with an automatic fire protection system, is flood-free, has monthly pest prevention and control measures to avoid affecting the quality of goods and product packaging.
– The warehouse implements 5S daily/weekly, regularly cleans stored goods and storage areas to prevent any external factors from affecting the products, which could lead to product damage.
– Goods stored at N&H Logistics are placed in cardboard boxes or manufacturer's boxes to avoid direct dust exposure, stored 100% on shelves or pallets, separated by expiration dates, organized neatly, and positioned according to the manufacturer's specified orientation.
– N&H Logistics is not responsible for natural deterioration of goods or for items requiring special storage conditions that are not included in the agreement between N&H Logistics and the customer.
3. Order Packaging:
– Reinforce goods and package orders according to N&H Logistics standards, suitable for various categories (Beauty and Health, Fashion, FMCG, Mom and Babies, Home EL, etc.) and the characteristics of the goods (high-value items, fragile items, heavy items, bulky items, etc.).
– In cases where customers require custom packaging for boxes, cartons, additional labels, brochures, gifts, or other requests outside of N&H Logistics standards, or have special reinforcement requirements based on specific categories, N&H Logistics will provide consultation and support for appropriate reinforcement and packaging.
4. Goods Outbounding:
– N&H Logistics commits to packaging and delivering according to the operating standards of N&H Logistics (as specified in Table 2) for orders that have complete information and shipping labels.
– For orders arising during major promotional events of e-commerce platforms, N&H Logistics commits to completing packaging at least according to the platform's requirements and notifying customers about any changes in time targets.
– Operating Standards of N&H Logistics (Table 2):
Content | Time | Note |
B2C Order Fulfillment on E-commerce Platforms. | According to the SLA of the e-commerce platforms. | From the time the N&H Logistics system receives the outbound order. |
B2C Order Fulfillment Outside of E-commerce Platforms. | According to the order generation time. |
|
B2C Order Fulfillment (applying additional labels, price tags, packaging combos, reinforcing products, and processing orders). | According to the agreement. | From the time the information is received from the customer. |
Expedited B2C Order Fulfillment (excluding services such as applying additional labels and packaging combos). | 45 Minutes | Chỉ xử lý đơn hàng hỏa tốc và bàn giao từ 08:00 đến 20:00, không tính thời gian nghỉ giữa ca làm việc (dịch vụ có tính phí). |
Regular B2B Order Fulfillment, applicable for both outbound orders and return shipments. | 24 hours | From the time the N&H Logistics system receives the request for outbound order processing. |
Regular B2B Order Fulfillment (including applying additional labels, price tags, packaging combos, reinforcing products, and processing orders). | According to the agreement. | From the time the information is received from the customer. |
Expedited B2B Order Fulfillment (excluding services such as applying additional labels and packaging combos). | 4 hours |
|
5. Order Cancellation:
– Orders can only be canceled when the system accepts (before the status "Waiting for Handover").
– Orders will be automatically canceled and returned when the seller or the shipping unit fails to pick up the goods, or the shipping unit refuses to accept the goods (due to excess weight, incorrect dimensions, restricted delivery areas, etc.) and the seller cannot address the issue within the specified timeframe, specifically:
Content | Time | Note |
Automatically Cancel B2C Orders | 72 Hours | Orders that have been fully packaged but the shipping company fails to pick them up or refuses to accept them. |
Automatically Cancel B2B Orders | 96 Hours | - Orders that have been fully packaged but the shipping company fails to pick them up or refuses to accept them. - Orders may be granted an extension for storage time as per the agreement (subject to a fee, but not exceeding 6 days from the expiration of the 96-hour waiting period for outbound processing). |
6. Returns Processing:
- For return orders received at the warehouse, N&H Logistics confirms the information of received goods in the system immediately for orders with clear and complete shipping labels.
– Orders that are returned in correct quantities, with complete shipping information, and without any dents or damage will be accepted by N&H Logistics for return to the warehouse, and the inventory data will be updated according to the agreed timeframe (excluding cases of unidentified returns, missing shipping information, returns that do not match the shipping order, and warranty returns), specifically:
Content | Time | Note |
Returns Processing for Goods in Warehouse, Orders from E-commerce Platforms. | 24 hours | From the time of receiving goods at the Warehouse. |
Returns Processing for Goods in Warehouse, Orders Outside E-commerce Platforms. | 48 Hours |
– For cases of unidentified returns (no information on the outbound order, returns differing from the outbound order information, no return tracking number for warehouse entry), exchange and warranty orders: Processed within 24 hours. S 48 hours after N&H Logistics provides information to the customer, if no response is received, N&H Logistics will designate the area for unidentified goods and disclaim any liability for compensation in the event of any issues arising.
– Goods returned to the N&H Logistics warehouse will be classified according to standards A, D1, D2, and D3 to minimize the risks of misclassifying products during warehouse entry, which could result in used products being delivered to new buyers, specifically:
- Type A (Standard Goods): Normal entry
- Type D1 (Damaged level 1): Slightly dented items, scratched packaging or boxes, products inside (labels, seals) intact, can be resold, managed in the warehouse like Type A items.
- Type D2 (Damaged level 2): Items with damaged packaging or boxes, missing product seals, missing parts or components either partially or completely. Can be liquidated, managed by batch number and expiration date.
- Type D3 (Damaged level 3): Items completely damaged, managed only by quantity in the system.
- N&H Logistics will store D2 and D3 items for a maximum of 30 days.
- N&H Logistics will create a co-inspection report and a detailed unboxing video for customers for 100% of returned or failed delivery orders with damaged, torn, or tampered packaging.
7. Technology
- N&H Logistics provides customers with an OMS (Order Management System) account to manage all goods stored in N&H Logistics's warehouses.
- N&H Logistics supports integration with the system as follows:
- Connecting with the internal sales management system of the Customer (ERP, OMS/WMS).
- Connecting with e-commerce platforms (Lazada, Shopee, Tiki, TikTok, Sendo, etc.).
- Connecting sales channels with web platforms (Haravan, Sapo, Shopify, Woocommerce, etc.).
- Connecting sales channels with social networks (Facebook, Zalo, Instagram, etc.).
- N&H Logistics supports API with shipping partners to update shipping information (shipping companies operated by customers).
8. Shipment:
- For e-com orders: N&H Logistics commits to completing packaging and handing over to the shipping unit according to the e-com's SLA, and processing returns according to regulations.
- For off-platform orders that do not use N&H Logistics' shipping partners: N&H Logistics completes the packaging and hands over the package to the carrier coordinated by the customer.
- For off-platform orders using N&H Logistics' shipping partners: N&H Logistics commits to completing the packaging, handing it over to the carrier, assisting in selecting the best-cost carrier, tracking the orders, reconciling COD, and acting as an intermediary to resolve any complaints or disputes that arise to ensure the rights of the customer.
9. Working Hours:
– The working hours of N&H Logistics are as follows:
WORKING HOURS (Monday - Saturday) | OPERATION | IMPORT/EXPORT GOODS | PROCESSING AND HANDING OVER URGENT B2C ORDERS |
08:00 – 17:00 | 08:00 – 17:00 | 08:00 – 20:00 | |
BREAK TIME BETWEEN SHIFTS | Từ 12:00 đến 13:00 – Từ 17:00 đến 17:30 | ||
– N&H Logistics will notify customers of the holiday schedule at least 7 days in advance to allow them to plan their business accordingly.
– To meet customer needs, N&H Logistics is willing to provide services outside of working hours or on national holidays. An additional service fee will apply in these cases.
Handling Requests/Complaints:
– To improve service quality, N&H Logistics receives and addresses arising issues through the following contact channels:
- Hotline: 028 3636 6941
- Your contact email cs@nandhlogistics.vn
- Website: https://nandh.vn
- Fanpage: Fulfillment by N&H Logistics
- Ticket system on the Customer's account.
– Thời gian làm việc: Từ thứ 2 đến Thứ 6, 08:00 đến 17:30.
- Complaint processing time: All complaints will be addressed within no more than 15 working days from the date the complaint is received. For complex complaints, the maximum resolution time shall not exceed 02 (two) months from the date of receipt of the complaint.
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