Embedded Files
SECTION 1: Delivery to the Customer (At the Door)
Greeting and Professionalism
Ring the doorbell and say politely:
"Good day, I’m from Hermes. I have a package for you."Always maintain a smile and a professional attitude.
2. Scanning and Data Verification (Original vs. In Household)
Scan the package and ask the customer to provide a signature.
Verification of First and Last Name:
ORIGINAL: If the person receiving the package is exactly the same person listed on the label (first and last name are identical), click on Original.
IN HOUSEHOLD (In Wohnung): If the first or last name of the person does not match the data on the package (e.g., spouse, roommate, or children), click on In Household (or "In Wohnung") and enter the name of the person who actually received the package.
3. Important Security Note
⚠️ ATTENTION: Never sign the scanner yourself! Signing on behalf of a customer is considered document forgery; it is strictly prohibited and can lead to legal consequences.
4. Completion and Return Inquiry
Before you leave, always ask the following question:
"Do you have a package for me to pick up (Return)?"If the customer has no package for collection, wish them a pleasant day and continue with your tour.
SECTION 2: What if no one answers? (ASG Check)
1. Checking the Drop-off Permission (ASG)
Before leaving the address, always check the scanner to see if there is an Abstellgenehmigung (ASG) – official permission to leave the package without a signature.
2. Leaving the Package
IMPORTANT: If an ASG is present, you must leave the package exactly at the specified location (e.g., garage, terrace, back door).
3. Notifying the Customer
Online Notification: If the customer has selected the online option, simply confirm the drop-off directly on the scanner. The customer will be notified automatically.
Blue Notification Card: If no online notification is available:
Fill out the blue card manually.
Clearly state where the package was left.
Scan the card with your scanner.
Drop the card into the customer’s mailbox.
SECTION 3: No Drop-off Permission (ASG) on the Scanner?
1. Checking for a Note at the Door
If the scanner does not show an ASG, check the customer's front door or mailbox for a physical note (often a signed blue card).
2. Handling the Left Message
Check the requested delivery location and ensure the note is signed by the customer.
Procedure:
Leave the package at the requested location.
Scan the customer's note with your device.
Take the note with you! This serves as your proof of delivery and must be handed over to your supervisor at the end of your shift.
3. Notifying the Customer
If no online notification option is available:
Fill out your own blue notification card.
Clearly note the location where the package was left.
Scan your card and drop it into the customer’s mailbox.
SECTION 4: Delivery to a Neighbor (Nachbarschaftsabgabe)
1. Searching for a Suitable Neighbor
If no drop-off permission (ASG) is available, try to deliver the package to a neighbor.
In Apartment Blocks: Ring the doorbells of the direct neighbors in the building.
For Single-Family Houses: Look for neighbors within a maximum radius of three houses distance.
2. Addressing the Neighbor
Say politely:
"Good day, I’m from Hermes. I have a package for your neighbor [Customer's Name]. Would you please be able to accept it for them?"
3. Documentation on the Scanner
Scan the package directly in front of the person and ask for a signature.
Data Verification: Check if the signature matches the name on the neighbor's doorbell/intercom.
Data Entry: Select the option Nachbar (Neighbor) on the scanner. You must enter the name and address of the neighbor who accepted the package.
4. Notifying the Original Customer
Online Option: If available, inform the customer directly through the system.
Blue Card: If no online notification is possible:
Fill out the blue notification card.
Clearly write down the name and house number of the neighbor.
Drop the card into the original customer’s mailbox.
SECTION 5: Unsuccessful Delivery Attempt (N-Status)
1. When to use the N-Status?
Use this only if: The customer is not home, there is no drop-off permission (ASG), and no neighbor is willing to accept the package.
2. Immediate Scanning at the Door (IMPORTANT!)
Select the status N1 (Not at home) on the scanner.
IMPORTANT NOTE: Scan the package immediately at the front door, not later in the car or at the end of your shift.
Reason: If the customer returns home shortly after and receives a notification, they might complain that they were present. The time stamp and GPS in the scanner prove that you were at the location at that exact time.
3. Documentation on the Package (Orange Sticker)
Apply the orange sticker (with fields N1–N4) to the package.
Enter the current date in the N1 field.
If the package cannot be delivered over the next three days, fill out the remaining fields (N2, N3, N4) and return the package to the depot.
4. Notifying the Customer
If no automatic online notification is available:
Fill out the blue notification card manually.
Mark that the delivery attempt was unsuccessful.
Scan the card and drop it into the customer’s mailbox.
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