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SECTION 1: What is the TAN service and what will change?
Definition: The TAN service is a new delivery service from Hermes Germany. TAN means transaction number in full.
Appearance of the code: The TAN is always a 4-digit number combination or is displayed as a QR code.
Replacement for the signature: Entering the TAN in the scanner completely replaces the customer's signature. Delivery against signature on the screen is not possible for these parcels.
Who knows the code: Nobody at Hermes knows this code – it is received exclusively by the customer via e-mail.
Prerequisite for delivery: The parcel may only be handed over to the customer after a valid TAN has been entered and confirmed in the scanner.
Alternative entry: Instead of typing in the digits manually, you can simply scan the QR code from the e-mail on the customer's smartphone.
SECTION 2: Scan rules and prohibitions
Entry procedure: Upon delivery, scan the QR code from the customer's smartphone or enter the received 4 digits using the scanner's keypad.
Who may accept the parcel: Anyone who knows the valid TAN can accept the parcel (flatmates, family members, friends, and neighbours).
Scanning multiple parcels: You cannot scan multiple TAN parcels at the same time or send them together with normal parcels. Only one TAN-secured parcel can be scanned at a time.
Work sequence: First complete the TAN entry for this parcel, and only after that scan the other normal parcels (for which a standard signature is required).
Strict drop-off prohibition: The parcel must not be left at a storage location or thrown into the letterbox, even if the customer explicitly requests it.
Invalid authorizations: Handwritten notes on the door or verbal agreements regarding drop-off locations are not valid for parcels with TAN protection.
SECTION 3: What to do if the TAN entry fails?
Help for the customer: If the customer states they do not know the code, remind them to check their Hermes e-mail inbox.
Procedure upon failure: If the entry is still not successful, follow these steps:
Take the parcel back with you into the vehicle and try again the next day.
Select and enter the return reason "TAN unknown" (Code T) in the scanner.
Stick the orange sticker onto the parcel.
Enter today's date in the first free line on this sticker.
Customer service: In case of technical problems, advise the customer to contact the Hermes customer service directly.
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