logistics delivery work manual final

8/7/2019 Logistics Delivery Work Manual Final

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Guideline fordelivery services

Delivery management

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Logistics-04 CJO Shopping A4(210297)

1. Objectives

This regulation serves as a guideline for handling issues that may occur while delivering

products purchased from CJ O Shopping and as a training material for the courier companies

to maximize customer satisfaction through their services.

2. Scope of application

The regulation is applicable to all delivery related processes and to the overall processes to

promptly resolve delivery related issues carried out by the Delivery Management Part of the

CJ O Shopping Logistics Planning Team and relevant departments.

3. Glossaries and abbreviations

1) Truck loading/unloading

Loading/unloading delivery products to/from the trucks that operate between terminals.

2) Order shipped

Orders already shipped and thus not required to be shipped/delivered. This is used when

the customer requests to change the payment method after the shipping is complete or

when the product must be re-registered because it mistakenly indicated as returned in

the system although it is currently being used by the customer.

3) Deliveries by CJ O Shopping

Deliveries made by shipping the product out of CJ O Shoppings logistics center. This

include direct deliveries by CJ O Shopping and supplier deliveries managed by CJ O

Shopping.

4) Non-shipped order

Orders that have not been shipped past the delivery date from the product being out of

stock at CJ O Shopping or the supplier.

5) Priority shipment


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Requesting foron-the-day shipping to the Logistics Team when the customer asks for a

quick delivery of a product in stock in the logistics center.

6) Requested direct delivery by supplier

Orders that should be delivered by CJ O Shopping but have been requested to be

delivered by the supplier without going through CJ O Shoppings Logistics Center from

the customer asking for a quick delivery of products that are not in stock in CJ O

Shoppings Logistics Center.

7) Deposits

A special form of payment kept in certain institutions to conveniently use in the future.

Deposits can be used as an alternative payment to cash or credit cards. For example, the

customers cash payment for a returned order may be converted to deposits instead of

refunds to pay for another product.

8) Valued customer management team

A team in the Customer Service team responsible for providing services from orders to

complaints forPlatinum S and A grade customers with good order history.

9) Customers comments field

This field is used to record the customers request regarding orders/complaints and is

printed on the courier invoice.

10) Gathering

Gathering the products collected from the customers or the suppliers in one place.

11) Arrival destination (receiving place) change

The process of the courier company changing the arrival destination for the product to

be delivered to the right place in case the customer requested to receive the order (which

already entered the shipping process) at a location different from the original one.

12) Shipping order

A stage in the process for the customer to receive the order. The product is delivered to


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the customer through the process ofOrdering Payment approval Shipping order

Shipping.

13) Order tracking

This service displays the courier company data showing the transportation status of the

product.

14) Refusal to receive

The act of refusing to receive the shipped product by customer.

15) Delivery delay

The case where product was shipped out of the warehouse and forwarded to the courier

company but has not been received by the customer by the third day. Customer not home

for a long time (e.g. overseas trip, hospitalization) or delivery failures from wrong contact

number do not fall under this category.

16) Unidentifiable item

Items that the customer information cannot be identified because the courier invoice fell

off from the product during delivery or retrieval.

17) Lost by courier company

This refers to the case when it is no longer possible for the courier company to locate the

product forwarded after shipping or loading.

4. Process

1) Managing non-delivered orders

This is to take care of the product delivery process from shipping to delivery and to

identify and resolve any non-deliveries arising in the process.

(1) Search process

Navigate the menu to search for non-deliveries: Logistics Delivery by CJHS


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Data analysis Courier invoices for non-deliveries

Specify the shipping date: Specify the dates to search for orders not delivered forover4 days.

Courier company: Search once by specifying the courier to CJ GLS and once todesignated delivery.

Warehouse: In case of CJ GLS, search once by specifying the warehouse toGunpo warehouse and once to the Jewelry storage.

Search rights: Search rights should be granted only to the leader of the DeliveryManagement Part and to the person responsible for managing non-deliveries.

(2) Handling non-deliveries

Convert the search result data into an excel file and send to the personresponsible for non-deliveries in the CJ GLS Home Shopping Part.

The responsible person in the CJ GLS Home Shopping Part inputs the reasonidentified (e.g. actually not delivered, lost by courier company, wrong contact

number, product damaged, Date Designated Delivery, customer not home, etc

and feed back on the following day to the person in charge of non-deliveries in

the Home Shopping Delivery Management Part.

Process the case based on the feedback of the non-delivery reason from the CJGLS Home Shopping Part.

Contact the customer in case the feedback is not available or if the details shouldbe reconfirmed with the customer.

For actually undelivered cases, urge to deliver the item on the day and track thedelivery process.


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(3) Handling process by non-delivery reason

Barcode scan for successful deliveries is missing: Process the delivery as beingcompleted for cases indicated as non-deliveries because the barcode scan is

missing for the product successfully delivered.

Lost by courier companyA. Customer wishes to receive the product

a) Register the case as shipping successful and request a priority

shipment to the Merchandise Part to ship the product on the following

day.

b) If the customer must receive the product on that day, deliver the product

using quick service distributors and have the incurred charges borne by

the courier company after consultation with the CJ GLS Home Shopping

Part.

c) Contact the customer to apologize for the delivery delay and inform the

estimated date of delivery.

B. Customer asks for a refund

a) Register the case as shipped order.

b) Contact the customer, politely apologize for the delivery delay and inform

the refund process.

Product damaged: Forward the case to the Refund Part or the person in chargeof damaged products to enter a re-shipping process.

Wrong contact number: Check the customers proper contact number and informthe courier company for the delivery to be made successfully.

Not possible to identify the correct contact numberA. If the contact number cannot be identified by the fifth day of shipping, give a

collection order to send the product back to the companys logistics center

(frozen food should be returned after 1 day).

B. In case credit card payment was made for the product, register the case as

return to cancel the credit card payment approval.

C. Specify in the customers comments field that the product has been

requested for return because it could not be delivered from contact number

error.

D. In case cash payment was made for the product, get the product back at the


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logistics center and register the case as an A/S request.

Customer designates the delivery date: Have the courier company keep theproduct at their sales office and deliver it on the designated date.

Customer designates the delivery date over 10 days from the shipping dateA. Register the case as an A/S request to get the product back at the

companys logistics center and re-ship it on the designated date.

B. Registering an A/S request

a) Navigate the menu: Call Center Order management Order process

A/S registration

b) Input the number of items (quantity).

c) Select code 402 To be retrieved.

d) Check the receiving location (initially specified as the shipping

destination of the product).

e) Select the warehouse. The default value is Gunpo Warehouse.

C. Specify the desired designated date of delivery in the customers comments

field.

Handling cases if the non-delivery reason do not exist.A. Check the non-delivery reason with the person responsible for managing

non-deliveries in the CJ GLS Home Shopping Part.

B. Handle the case based on the feedback of the responsible person.

Errors made by IT Team/Logistics/Telemarketing: Provide the error related data to


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the relevant department to handle the case.

(4) Share the above details with the person in charge of non-deliveries in the CJ GLS

Home Shopping Part and manage comprehensively.

2) Managing delivery related SRs

The SRs are managed to promptly take care of customers complaints and insufficient

services arising from delays in deliveries or collections by the courier company.

(1) Search process

Navigate the menu to search: Call Center Order Management SR SRhandling (business/supplier) Search

Processing date/time: Specify the end date/time of the previous day in the startingperiod field and the present date/time in the ending period field.

Type/Subtype: Select the Type to 31 Logistics and the Subtype to 08 Inquiriesfor the Delivery Management Part

Responsible person: Assign the person in the Delivery Management Part tohandle deliveries and input the employee number to populate the persons name.

General customers: To handle delivery related complaints raised by customersother than special (valued) customers.

Special customers: The valued customer management team handles thesescases.

All: This option is used to search and handle all customers.


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(2) Rules for handling

All registered cases should be searched in the morning and processed on thatday (when search was made) in principle.

The complaints in the search result should be forwarded to the person in chargeof complaints in the CJ GLS Home Shopping Part.

The person should handle the forward cases on the receiving day and feedbackthe results to the person responsible in the Delivery Management Part.

(3) Handling process by type of complaint

Complaints from delay in deliveryA. Product is in delivery depots

a) Delivery is delayed because the product is in process of being

loaded/unloaded to/from the truck.

b) The case should be handled based on the customers request. If the

customer wishes to receive the product on the day, have the courier

company deliver the product on the day.

c) If the SM cannot deliver the product on the day, arrange the product to

be delivered using quick service distributors from the terminal or the

branch.

d) If the product has been in delivery depots for over 5 days, the case

should be registered as Lost by courier company and requested for

priority shipment to ship the product on the following day

e) In case the product cannot be shipped from being out of stock, ask for a

requested direct delivery to the supplier. N.B. If the supplier also does

not have stocks available, check the date when the delivery can be made

and contact the customer to apologize for the delay and inform the

estimated date of delivery.

f) In case the customer wishes to receive the product on that day, discuss

with the courier company to request for delivery using quick service

distributors.

B. Delivery is delayed from product damage

a) For damaged products, the courier company should scan the barcode of

the shipping invoice to have the product returned to the logistics center.


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b) Contact the customer to inform of the delivery delay and ask for an

understanding since it takes time to forward the product to the person in

charge of damaged products and re-ship the product.

C. Delivery is delayed from discretionary consignment

a) Have the SM pick up the product from the consignment place and re-

deliver it to the place designated by the customer.

b) In case the customer could not receive the product from discretionary

consignment, register the case as temporarily missing for which the

courier company is liable.

c) Request priority shipment for cases registered as temporarily missing

and deliver using quick service distributors for the products that must be

delivered on the day.

d) Cancellations can be made for temporarily missing cases if the courier

company finds and returns the product that was missing.

D. Delivery is delayed from CJ not shipping the product

a) Ask the Merchandise Part to check when the product will be available for

shipping.

b) Contact the customer to apologize for the delay and inform the estimated

day of delivery, considering the expected shipping date and the time

taken for the courier company to deliver the product.

c) In case the customer expresses strong dissatisfaction regarding the

above process, have the person responsible for QR in the Customer

Service Team to check the product stock at the supplier warehouse and

ask for a requested direct delivery by the supplier.

Complaints from delays in collectionA. Urge the courier company to collect the products on the day when the SR

search is made.

B. In case the customer and the courier company fails to reach an agreement

regarding the collection process, use quick service distributors to collect the

product if the destination is located in the Seoul or Kyonggi area.

C. Before sending the quick service distributors, contact the customer to politely

apologize that the collection will be made by a quick service distributor and

not the designated courier company and inform the estimated time of visit


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and the collection process.

D. If the collection has been delayed forover 5 days, have the incurred charges

borne by the courier company after consultation with the CJ GLS Home

Shopping Part.

Complaints from delays in refund (collection confirmed)A. Product is in delivery depots

a) Check the exact location of the product on the day and have the CJ GLS

Home Shopping Part to get the product back to the logistics center.

b) If it takes time to check the exact location of the product, request a

refund to be made to the customer first by registering an SR (specify the

Type to 03 Credit card related and the Subtype to 02 Prior cash

refund request).

c) Contact the customer to apologize for the delay and inform the status of

the refund process.

B. Product is missing during the return process

a) Register the shipped order to have been lost by the courier company.

b) Navigate the menu to register the reason: Call Center Order

management Order registration

c) Specify the reason to 30 Lost by courier company in the Order shipped

field.

d) The process is same with the order taking process.

e) Specify the payment method as accounts receivable.

f) Contact the customer to politely apologize for the delay and inform the

status of the refund process.


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Products returned using other courier companiesA. In case the customer returned the product to the logistics center (or supplier)

using another courier company, ask the customer of the courier company

and return invoice number to locate the product through the internet order-

tracking service.

B. When the product is successfully received at the logistics center, check

whether the ordered product and the returned product are the same.

C. Check whether any components are missing in the returned product and

forward it to the Return Management Part.

D. Not possible to identify the courier company and the return invoice number of

the courier company used by the customer

a) Check all the internet order-tracking services available to see if there are

any returns made to the logistics center or to the supplier.

b) If the product cannot be located through all the possible ways, politely

inform the customer of the fault of not receiving and keeping the receipt

and that the return cannot be processed.

Other companys product being returnedA. Customer wishes to have the product back

a) In case the customer wishes to have the product back, deliver it to the

customer at the companys expense.

b) In case the customer wishes to have the product directed to the

company he/she ordered the product from or to the logistics center of

another home shopping company, check the location and send the

product with shipping charges to be paid on delivery.

B. If the product has been returned to the Return Management Part and not the

Delivery Management Part, identify the person receiving the returned product

and inform the person to handle the case according to the customers

request.

Request for change of receiving/collecting locationA. Customer requests to change the place to receive the product

a) Contact the sales office to change the destination address so that the

product can be delivered to the receiving place desired by the customer.

b) Have the courier company to make sure that the products are delivered


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successfully.

B. Customer requests to change the place to collect the product

a) In case of returns, cancel the return already registered in the system and

re-register the return with the address of the changed collecting location

requested by the customer.

b) In case of changes, delete the collection order registered and inform the

sales office to collect the product from the changed location.

c) If it takes time to check the exact location of the product, request a

refund to be made to the customer first by registering an SR (specify the

Type to 03 Credit card related and the Subtype to 02 Prior cash

refund request). Register an SR with the Type field specified to 10 GLS

courier related and the Subtype to 03 Immediate collection for

return/change to enable the courier company to manage the collection

cases.

For cases regarding errors made by the Logistics center/IT Team/Telemarketing,identify and inform the concerned Part of the reason and the customers request.

3) Date Designated Delivery

This is the process of shipping the product according to the custome rs request and the

courier company delivering the product on the date designated by the customer.

(1) Search process

Navigate the menu: Logistics Deliveries by CJHS Shipping order result Shipping order

Warehouse: Gunpo warehouseShipping order date: On the dayDelivering company: 22 CJ GLSDelivery invoice type: Date Designated Delivery (Code No. 103)


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(2) Handling process

Search the shipping orders for which Date Designated Delivery must be madeand send the search results to the responsible person in the CJ GLS Home

Shopping Part.

For example, if the customer designated the delivery date to October 25, theshipping order is made on October 24th and the product is shipped and delivered

on the following day (25th).

A. Send the Date Designated Delivery orders to the CJ GLS Home Shopping

Part to make sure that the delivery is made on the designated date.

B. If Date Designated Delivery is not possible, receive the feedback of the

reason from the CJ GLS Home Shopping Part.

(3) Handling cases which Date Designated Deliveries cannot be made

Date Designated Delivery not possible from system errorA. Contact the customer to apologize for the request not being carried out and

ask for another date to receive the product.

B. Feed the error back to the IT Team to prevent the same case from recurring.

Date Designated Delivery not possible from product being out of stockA. Check with the Merchandise Part on the date when the product will be

available.

B. Contact the customer to apologize for the Date Designated Delivery request

not being carried out, ask for another date and make sure that the product is

delivered on that day.

C. In case the customer wishes to cancel the order because the Date

Designated Delivery request has not been fulfilled, make the refund as soon

as possible based on the customers request.

Customer wishes to change the date to receive the productA. Have the sales office keep the product until the changed date and deliver it

on the requested date.

B. If the date designated by the customer is over 10 days from the shipping

date, return the product to the logistics center and ship again on the

requested date.


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(4) The CJ GLS Home Shopping Part should feedback the delivery status of Date

Designated Delivery orders to the Delivery Management Part in 2 days from receiving

the list of orders.

4) Handling products returned using other courier companies

In case the customer discretionarily returns the product using other courier company,

check the reason with the customer and process as change, return or A/S based on the

customers request to prevent any more delays. This includes the direct returns to the

logistics center made by the customers living in islands where CJ GLS courier company

does not operate.

(1) Managing products returned using other courier companies

Check the customer information of the returned product to confirm whether thecustomer is same for the order and the return.

Check whether the customers request is specified in the SR and process aschange, return or A/S (partial return) accordingly.

A. Customer wishes to return/change the product

a) Register a return/change and specify the reason to order

shipped/received to prevent collection orders from being made to CJ

GLS courier companies.

b) Input the courier company name, delivery invoice number, receiving date

in the SR to enable the call center agents to respond to customers

inquiring whether the returned product has been received.

c) Specify the details (e.g. order number, customer name, product name,

received date) of the product requested to be returned by the customer

in the list of products returned using other courier companies and send

the physical list using the internal delivery service to the Return Part to

request for confirmation of the collection process.


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B. Customer asks for A/S or partial change

a) In case the customer asks for A/S or partial changes, check with the

supplier and send the product back if the supplier can provide A/S or

partial change.

b) If A/S or partial change cannot be provided, inform the reason to the

customer and ask for an understanding and return the product back to

the customer.

c) Specify the courier company name and the return invoice in the SR for

future reference.

If the customers request is not specified in the SR field, contact the customer toidentify the reason for returning the product and process accordingly.

Return the product in case the received product turned out to be a productpurchased from another company.

A. In case the customer wishes to have the product back, deliver it to the

customer at the companys expense.

B. In case the customer wishes to have the product directed to the company

he/she purchased the product from or to the logistics center of another home

shopping company, check the location and send the product to the

concerned location with shipping charges to be paid on delivery.

(2) If the shipping charges have been already paid, specify the fact in the return invoice

and keep it instead of the receipt.

logistics delivery work manual final

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