Embedded Files
SECTION 1: Preparation and Collection Order
Order and card: When a customer requests a return collection, you will receive a collection card before starting the tour.
Mandatory departure scan: Before starting the tour, a tour departure scan must be performed so that customers receive the information and can track the status during the day.
Checking details: Review the collection card carefully – it contains information about which client is requesting the service, as well as the exact number of packages to be collected.
SECTION 2: Procedure for Successful Collection at the Door
First step (Scanning the card): At the customer's address, first scan the barcode located directly on the collection card.
Second step (Scanning the package): Then scan the barcode located on the shipment/package itself.
Important checks on site:
Old barcodes: Check if there are old stickers on the package – if so, make sure to cross them out or make them unrecognisable.
Packaging: Check that the customer data is correct and that the package is properly packed. Unpacked shipments must not be collected!
Return label: Shipments without a return label must not be collected. If the customer only shows a QR code, refer them to their retailer/client.
Filling out the back (Receipt for the customer):
Enter the exact number of accepted shipments and tick the correct category (package or bag).
Any fields that do not apply to this shipment must be crossed out with an X.
Enter your name, tour number, and the current date, sign the card, and hand it to the customer as a receipt.
Green sticker: Finally, stick the green sticker with the "R" (Retour) mark directly next to the address label on the package.
SECTION 3: Customer Not Found (First and Second Attempt)
FIRST ATTEMPT (N1): If the customer is not found:
Scan the collection card and select the option "Angetroffen: Nein" / "Can not be reached" on the scanner.
Scan a notification card, fill it out, and drop it into the customer's mailbox.
Make sure to enter the date of the first attempt in the "N1" field on the collection card.
Bring the card back to the depot and hand it over to the administrator. The next day, you will scan it again and take it back with you on the tour.
SECOND ATTEMPT (N2): If the customer is not there the second time either, repeat the process (card scan -> customer not found option -> notification in the mailbox). Enter the date in the "N2" field. After the second attempt, the order is considered completed, and the card is finally settled at the depot. A total of 2 attempts are mandatory.
SECTION 4: Other Reasons for Non-Collection and Complaints
Wrong address: If you cannot find the address, select "Wrong address" on the scanner and write the letter "F" in the remarks field on the card.
Foreign delivery area: If the card does not belong to your delivery area, scan the option "Stray" and mark the letter "U" on the card.
Over-sized packages (Bulky goods): If the goods require a forwarding agency (washing machines, large furniture), politely explain to the customer that the package exceeds the dimensions for standard shipping. Select the refusal option ("Refusal") on the scanner and note this on the card.
Customer has nothing to hand over (Cancelled): If the customer cancelled the return or took the package to a parcel shop themselves, scan the barcode of the card and select "Refuse" (Refused). Mark this on the card and bring it back to the depot for counter scanning.
Professional behavior and complaints: Customers often complain that their return was not collected even though they were at home and the address was correct. It is strictly forbidden to select false statuses on the scanner just to avoid driving to the address! False statuses lead to justified customer complaints to customer service and negatively impact the quality of work.
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