GB/T 39451-2020Specification for contactless delivery service of commodities (English PDF)

1 Scope

This standard specifies the terms and definitions, service requirements, service procedures, exception handling and service quality of contactless delivery services for goods

Control and improve:

This standard is applicable to platforms that provide contactless distribution services, business management and other activities, and can be used for reference in other fields:

This standard does not apply to the postal express delivery and delivery business:

2 Terms and Definitions

The following terms and definitions apply to this document:

2:1 contactlessdeliverycontactlessdelivery

According to the service demands put forward by consumers, the Internet platform arranges online delivery staff (2:2) to pick up the goods from the merchants, through the non-transit, point-to-point

After consultation with consumers, the goods are placed in the designated location, and the completion of the form of maintaining a safe distance or not seeing each other

The shipping method by which the item is delivered:

Note: "Internet Platform" is hereinafter referred to as "Platform":

2:2

Online Courier

Through the Internet platform, etc:, engaged in receiving and inspecting customer orders, according to the order requirements, according to the platform intelligent planning route, at a certain time

The service personnel who deliver the goods to the designated location:

Note: hereinafter referred to as "delivery staff":

2:3 instant messaginginstantmessaging

Two or more people use the network for real-time text messaging, file transfer, voice and video communication:

3 Service Requirements

3:1 The platform shall have the information service function supporting the development of contactless distribution services, and provide consumers with an information filling system, including:

--- Delivery method selection;

--- Use contactless delivery tips;

---Remarks information bar settings;

--- instant messaging;

---Delivery information confirmed:

3:2 Consumer information security protection measures shall comply with relevant laws and regulations:

3:3 Merchants shall have corresponding contactless service systems, including but not limited to personnel, equipment, measures and service procedures:

3:4 Commodity contacts (including meal preparation staff, commodity tally staff, packing staff, delivery staff, etc:)

Delivery staff should receive special training for contactless delivery services and pass corresponding assessments:

3:5 The facilities and equipment distributed by the platform should meet the needs of non-contact distribution services and relevant safety and hygiene requirements;

Containers, unmanned vehicles and drones and other equipment, and use them as required to achieve contactless services:

3:6 During the delivery process, the platform shall take necessary measures to realize the visualization and traceability of the health information of the contact persons of the goods:

4 Service Process

4:1 Placement and confirmation of orders

Consumers can choose to use the contactless delivery service in the order, and specify the location of the product in the remarks, or receive the order from the delivery staff:

After that, contact the delivery staff to request the use of contactless delivery and specify the location of the goods:

4:2 Merchant Acceptance

After the merchant accepts the order, it should arrange the delivery process immediately and take safety protection measures for the delivered goods:

Seal the seal to prevent manual or accidental opening during the delivery process, and meet the requirements of the contactless delivery service system: Food and meals delivered and

The packaging and distribution process shall comply with the corresponding food safety requirements:

4:3 Delivery staff take orders

After the courier receives the order delivery information, if the consumer chooses to use contactless delivery, the courier should contact the customer through instant communication tools such as telephone:

It is the consumer's confirmation of the location of the product; if the consumer does not choose to use contactless delivery, the delivery staff can take the initiative to contact the consumer if necessary:

It uses contactless delivery, while confirming the location of the goods:

4:4 The delivery staff picks up the goods

The delivery staff should pick up the goods from the contactless pickup location designated by the merchant according to the order information, and then deliver the goods after confirmation:

4:5 Delivery by courier

The delivery staff should place the goods at the location designated by the consumer, inform the consumer by phone that the delivery has been completed, and prompt them to collect it as soon as possible: should

Use the instant messaging function to take a picture containing the product and clarify the location information of the product, send the picture to the consumer, and inform the product that the distribution has been completed:

deliver: Consumers go to the designated location to pick up the goods, and the delivery service is completed:

4:6 Flow chart of contactless delivery service

See Appendix A for the contactless delivery service flow chart:

5 Exception handling

5:1 Exception Handling of Commodities

In the contactless distribution, if there is any abnormal situation of the goods, including but not limited to the damaged, lost, wrong delivery of the goods, the corresponding processing procedures should be established:

mechanisms and safeguards: Platforms should take the initiative to coordinate and resolve compensation issues:

5:2 Emergency Response

During the delivery process, in case of unexpected situations such as bad weather, community closure, road blockage, etc:, the delivery staff should immediately take necessary measures to prevent

Confirm the termination or continuation of the delivery task according to the actual situation:

6 Service Quality Control and Improvement

6:1 The platform should establish a complete quality control system, including but not limited to: monitoring of delivery personnel, monitoring of daily order completion, emergency

Abnormal data monitoring, project execution monitoring, risk control data monitoring, etc:

6:2 There should be management and control requirements for the integrity of goods, the punctuality and accuracy of delivery, and the standardization of personnel services in the contactless delivery service process:

6:3 Statistics, analysis and evaluation of the contactless delivery service opinions fed back by consumers shall be carried out, and continuous improvement shall be made:

6:4 The platform should handle complaints in a timely manner, and under the premise of safeguarding the reasonable interests of both parties, handle complaints from consumers and couriers, and the processing is completed:

Further improvements should be made based on feedback from both parties: