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.

• 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.

• 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

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.

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,...).

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.

• 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.

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.

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.

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