TICKET
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Timeline
(Working Day(s))
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Standard for Resolution
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Damage/Investigation & Resolution
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1
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Provide proof of delivery (“POD”) and photo evidence showing the Parcel condition when the Parcel is: (a) dropped-off at the Service Location by the seller; (b) collected by the buyer from the Service Location; and/or (c) handed over to the SPX Rider.
|
POD Request – Buyer/Seller
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1
| |
For Return due to Damaged Item or Wrong Item
|
1
| |
Wrong tagging/ Dispute/Investigation
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1
| |
Case Resolution
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1
|
To resolve case within one (1) Working Day from the date of receipt of enquiries.
|
Case Resolution (Extension)
|
1
|
Extension of one (1) Working Day from the end of the initial request, if needed.
|
Category | Case | 1st Offence | 2nd Offence | 1st Offence |
Service Quality | Physical violence | Termination + Commission waive | - | Termination + Commission waive |
Illegal activities | Termination + Commission waive | - | Termination + Commission waive | |
Partner Credibility | Sharing of commission with seller | Termination + Commission waive | - | Termination + Commission waive |
Bribery or colluding with sellers, buyers, drivers or other service shop | Termination + Commission waive | - | Termination + Commission waive | |
Offering pickup service to seller | Termination + Commission waive | - | Termination + Commission waive | |
Warehouse/Fulfilment Centre (Seller acting as DOP) | Termination + Commission waive | - | Termination + Commission waive | |
Fake scanning | RM100/ offence | Termination | Warning | |
Fake/Manipulated Manifest | RM100/ offence | Termination | Warning | |
Use profanities toward sellers, buyers or drivers | RM100/ offence | Termination | Warning | |
Threatening or stalking sellers, buyers, drivers or other service shop | RM100/ offence | Termination | Warning | |
Obstructing sellers, buyers, drivers or other service shop | RM100/ offence | Termination | Warning | |
Unauthorized use of SPX provided flyers for other courier service | RM100/ offence | Termination | Warning | |
Scanning at locations outside of the designated DOP | RM100/ offence | Termination | Warning | |
Dishonest or uncooperative during investigation | RM100/ offence | Termination | Warning | |
Confidentiality breach | RM100/ offence | Termination | Warning | |
Billing customers for fees that are not applicable | RM100/ offence | Termination | Warning | |
Failure to give advance 14 days’ notice for change in services, operating hours, address, contact details | RM100/ offence | Termination | Warning | |
Failure to adhere to operating hours | RM100/ offence | Termination | Warning | |
Failure to give advance 30 days’ notice for account termination | RM300/ offence | RM300/ offence | Warning | |
Failure to adhere to signed agreement terms (whichever applicable) | RM1,000/ offence | RM1,000/ offence | RM1,000/ offence | |
Operation Excellence | Lost item | Parcel value | Parcel value | Parcel value |
Damaged item | Parcel value | Parcel value | Parcel value | |
Refusal to accept self-collection parcel | Parcel value | Parcel value | Warning | |
Failure to inbound transported self-collection parcels within agreed SLA of 4 hours to 8 operating hours Note: Inbound time is monitored daily at TN level; Inbound report will be sent to partners on a weekly basis and compiled for compliance at end of month; commission waived for parcels inbounded after 8 operating hours; SLA is applicable for parcels delivered 2 hours before outlet closing time | Commission waives | Commission waive | Commission waive | |
Failure to inbound self-collection parcels within the same day (95% threshold)Note: Same day inbound % is monitored daily at TN level; Inbound report will be sent to partners on a weekly basis and compiled for compliance at end of month; SLA is applicable for parcels delivered 2 hours before outlet closing time | RM0.50/ parcel | RM0.50/ parcel | RM0.50/ parcel | |
Failure to outbound self-collection parcels upon buyer collection (manual handover/ offline collection) | Parcel value | Parcel value | Parcel value | |
DOP inbound own parcels | Commission waive | Commission waive | Commission waive | |
Failure to return failed self-collection parcels after collection window | Parcel value | Parcel value | Parcel value | |
Failure to hand over dropped off parcels within agreed SLA Wave 1: DOP scan before 2PM, handover to FM by 4PMWave 2: DOP scan after 2PM, handover to FM by 9PMNote: Recommend to stop accepting drop off parcels after 7PM to allow buffer for handover to FM by 9PM; Outbound report will be sent to partners on a weekly basis and compiled for compliance at end of month | RM0.10/ parcel | RM0.10/ parcel | RM0.10/ parcel | |
Failure to handover dropped off parcels within the same day (95% threshold)Note: Outbound report will be sent to partners on a weekly basis and compiled for compliance at end of month | RM2/ parcel | RM2/ parcel | RM2/ parcel | |
Scanning after operating hours | Commission waive | Commission waive | Commission waive | |
Accepting non-compliant parcels1) Oversized2) Bad/ improper packaging3) AWB issue4) Machine related damage5) Prohibited ItemNote: Please refer to BSC T&C for latest parcel criteria | RM100/ offence | RM100/ offence | RM50/ offence | |
Performance Improvement Plan (PIP) | Mishandling/ incomplete scanning/ mix-up parcels and AWB | Training | Termination | Training |
Consecutive performance scorecard grade D and EPerformance metrics1) BSC Capacity2) Lost Rate (%)3) RTS Rate (%)4) Same Day Inbound (%)5) Inbound Time | Training | Termination | Training |