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First, enter customer information. The system checks if the buyer is trustworthy; if the phone number often fails, consider canceling the order. For repeat buyers, details are auto-filled.

Next, select the service type (Express, Fast, Super, or Super 4H).

Choose pickup method (home pickup or post office), and select a payment option: receiver pays, sender pays, or monthly billing.

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Determine Pickup Time Slot

J&T offers 2 daily pickup time slots:

Morning: 8:00 AM – 12:00 PM

Afternoon: 12:00 PM – 6:00 PM

Pickup schedule depends on order creation time:

Before 12:00 PM: pickup may occur the same afternoon or next morning

After 12:00 PM: pickup will be the next afternoon

If J&T fails to pick up the parcel after 3 attempts, the order will be cancelled.

Pickup by J&T Staff

Staff must wear J&T uniform and employee badge.

Upon arrival, they must either:

Update pickup status in the app

Provide a Pickup Note with J&T logo for the sender to sign

-> Ensures correct person, correct order, and proper recordkeeping.

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Check Parcel Condition

Parcels must be properly packed: sealed and intact

J&T does not accept damaged, wet, or torn packages

If needed, staff may recheck weight and size to ensure accurate fees

Complete Pickup

Each order corresponds to one parcel only

J&T will collect payment in cash for orders marked as PP_CASH

• The parcel is then sent to the logistics system for delivery

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1.Confirm delivery information

Verify recipient’s details and call ahead to avoid failed deliveries and extra costs.

2.Adhere to delivery time

Prioritize express/time-specific orders; late delivery may lead to dissatisfaction or refusal.

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3.Check and record the condition of the goods

Inspect for damage and ensure the bill of lading is intact; report issues immediately.

4.Handling arising situations

Report problems (e.g. wrong address, refusal) and coordinate with customer service to resolve quickly.

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Step 4: Track Order (Check Number Order)

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Step 4: Track Order (Check Number Order)

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1. The Waybill Code

A waybill code is a unique string of letters and numbers used to track and identify each order throughout the delivery process.

2. Created a waybill code

The code is generated once the order is received, either directly by J&T staff or through partner platforms and websites.
It stays with the package during the entire shipping journey.

3. The role waybill code

At pickup: Scanned to confirm order details (sender, receiver, address, item, COD).

At transit warehouses: Used to track location, time, status, and direction.

During delivery: Scanned to update the delivery status.

In returns: Triggers the return process by identifying the issue.

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Step 5: Return (order delivered successfully or not)

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Step 5: Return (order delivered successfully or not)

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Successful unsuccessful processing of the application:

J&T will contact the sender to confirm the return within 24 hours of the return registration. If the sender does not agree to return, the order is considered "unrefundable" and J&T has the full right to handle it according to the regulations.

Return:

If the sender agrees, the order will be returned to the original shipping address.

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Number of refunds:

At least 03 times within 03 days.

The item is not in its original condition:

J&T will issue an irregular goods report.

Making Minutes of unusual goods including:

• Order code

• Package status

• Status & quantity of products (intact/damaged)

• Other related information

• Sender's Signature

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Step 6: Complaint period and resolution deadline

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Step 6: Complaint period and resolution deadline

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1. Check the order: Detect problems such as late delivery, lost goods, damaged goods, wrong delivery, lack of collection money,... and determine the actual delivery date to calculate the complaint time.

2. Submit a complaint on time: Within 7 days from receiving the goods or detecting the problem. Overdue, J&T has the right to refuse.

3. Provide complete information: Need a bill of lading, specific description of the incident and related evidence (photos, invoices,...).

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4. J&T receives and processes:

7 working days: Simple errors (late, slight dents,...)

15 working days: Serious errors (lost goods, wrong delivery,...)

5. Respond to results: J&T notifies the results, refunds or compensates if in accordance with regulations, and guides further processing if necessary.

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1. Applicable complaint cases: Lost shipment, wrong or partial delivery, damaged goods, delivery delays, unauthorized return, COD fraud, etc.

2. Resolution process:

2.1. Complaint Deadlines
- Loss/Delay: within 6 months
- Damage/Other: within 1 month

2.2. Response Time
- Acknowledge in 24 hours
- Resolve in 3–7 business days

2.3. Verification Includes
- Tracking code
- Photos/videos
- Invoice or payment proof

2.4. Compensation Policy
- With invoice: 100% value + shipping (max 30M VND)
- No invoice: up to 1M VND
- No declared value: 4× shipping fee
- Damaged goods: 5%–100% based on severity
- Stolen COD: 100% COD refund (max 30M VND)

3. Examptions: Invalid packaging, no invoice, prohibited items, wrong receiver info, expired claim period, force majeure cases, etc.