Embedded Files
SECTION 1: Signing Rules and Scanner Options
When you deliver a shipment to the customer, you must always obtain the signature of the person who accepted the package.
Never sign yourself: Under no circumstances are you allowed to sign instead of the customer! This is considered a criminal offense (forgery), and the police may be involved.
Proper documentation: It is extremely important that the person who actually received the package signs. This is the only way to correctly document who accepted the delivery.
Scanner options:
OE (Original Recipient): Direct delivery to the customer personally.
IW (In Apartment): Handover to a family member (inside the apartment).
NB (Neighbor): Handover to a neighbor.
MA (Employee): Handover to a colleague (if the delivery address is a company).
REZ (Reception): Handover at the reception (in a hotel or hospital).
Important: If the package was not handed to the original recipient (OE), you must manually enter the name of the person who accepted the package into the scanner.
SECTION 2: Additional information for delivery
Please remember: Through your correct documentation, we can quickly and easily determine where your customer's shipment is located. Use the "Additional Information" option in the scanner. This helps both the customer and customer service find the package immediately. Important abbreviations and details (especially in large cities):
VH (Vorderhaus): The package was delivered to the front building.
HH (Hinterhaus): The package was delivered to the rear building.
Floor and side: Specify exactly where the package was left, e.g.:
1st floor left
1st floor right
Why is this important? If you document the delivery precisely, customer service can provide immediate information in case of inquiries. Your customer will find their package without a long search and will be satisfied with your work.
SECTION 3: Consequences vs. Benefits of Correct Delivery
What happens if you do NOT obtain the signature correctly? (Risks)
No information possible: Customer service cannot provide any information to the customer.
Complaints and searches: An official complaint is recorded, and a package search is initiated.
Additional effort: You and your boss must personally handle the resolution of the complaint.
Angry customers: The customer is dissatisfied.
Financial loss: If the whereabouts of the package cannot be clarified, costs are incurred.
Legal consequences: In case of a report by the customer, there is a risk of police involvement, a criminal record entry, and loss of employment.
Benefits of correct delivery according to Hermes rules:
Full transparency: The customer immediately receives all information from customer service.
Quick finding: The customer finds their shipment immediately thanks to your accurate notes.
Low complaint rate: Your complaint rate drops significantly.
No rework: No additional trips to the customer to clarify the package's location.
Good working atmosphere: No unpleasant conversations with the boss; instead, satisfied customers.
Page updated
Google Sites
Report abuse