GB/T 39664-2020Specification of e-commerce cold-chain distribution service management (English PDF)

3.1 Cold chain distribution

Logistics activities that involve delivering goods from distribution stations to consumers while maintaining the required temperature throughout the delivery process.

3.2 Distribution station

A cargo distribution center established by a cold chain distribution service provider, integrating functions such as receiving, temporary storage, delivery to the consignee, and special operations.

3.3 Cold chain distribution service provider

Organizations and individuals that provide cold chain distribution services.

5.1 Information management

5.1.1 Information management platform

5.1.1.1 Information management and other systems shall be established.

5.1.1.2 E-commerce cold chain distribution service providers shall establish a cold chain distribution information management platform in accordance with the requirements of GB/T 36088-2018. The platform shall have functions such as order tracking, temperature monitoring, information query, customer feedback, and abnormality alerts, and provide necessary information interfaces and data for e-commerce platforms and upstream and downstream enterprises.

5.1.1.3 The information platform shall be utilized to comprehensively manage documents, inventory, transport, and distribution, and promptly record information such as distribution routes, cargo status, statistical data, and receipt confirmations.

5.1.2 Traceability management

5.1.2.1 A traceability management system shall be established.

5.1.2.2 E-commerce cold chain distribution service providers shall promptly report and share traceability information with e-commerce platforms.

5.1.2.3 A traceability system shall be established and implemented in accordance with the requirements of GB/T 28843 to ensure that the relationship between cold chain goods and delivery records can be identified and the entire process of goods distribution can be evaluated.

5.1.2.4 E-commerce cold chain distribution service providers shall regularly analyze delivery and distribution data and full-process evaluation results during the traceability management process, and optimize the process to improve the quality and efficiency of distribution services.

5.1.3 Information record management

5.1.3.1 Information recording and management systems shall be established.

5.1.3.2 E-commerce cold chain distribution service providers shall ensure the security of customer information during the goods distribution process and shall not disclose consumer data to third parties.

5.1.3.3 Paper records shall be archived promptly, and electronic records shall be backed

6.1 Temporary storage at the distribution station

6.1.1 Receiving goods

6.1.1.1 After the transport equipment arrives at the distribution station, the seals shall be checked for integrity, and the goods shall be unloaded quickly in the order of different temperature zones. The goods shall also be checked for damage from compression or contamination.

6.1.1.2 After the distribution station administrator completes the handover of goods with the driver, he/she shall promptly upload the relevant records to the information system.

6.1.1.3 The station administrator shall use data collectors and other related equipment to scan and count items, and verify orders in the information system to promptly report any shortages or excesses.

6.1.2 Stacking

6.1.2.1 Cold chain goods shall be neatly stacked according to their types, with large items not placed on top of small items, heavy items not placed on top of light items, goods not touching the ground, at appropriate heights, and with temperature zones separated. Refrigerated, frozen, and temperature-controlled goods shall be promptly placed in the refrigeration equipment of the distribution station to maintain their required temperature.

6.1.2.2 The pending shipment area/shipping area shall be kept clean and well-ventilated.

6.2 Delivery by delivery personnel

6.2.4.1 If the customer refuses to accept the package on the spot, the delivery person shall immediately contact the merchant and handle the matter properly in accordance with the merchant's requirements.

6.2.4.2 If the customer changes the delivery time, the delivery person shall contact the merchant immediately. With the merchant's consent, the delivery person may make a second distribution within the effective insulation period of the cold chain goods; if it is expected that the effective insulation period will be exceeded, the goods shall be taken back to the distribution station in a timely manner and stored in the temperature environment required for cold chain goods.

6.2.4.3 If a customer requests a return, the delivery person shall pick up the goods at the customer's door according to the return order, verify the type, specifications, quantity and quality of the goods on site, and contact the merchant to handle the matter properly according to the merchant's requirements.

6.2.4.4 If the returned goods do not have quality problems, the delivery person shall place them in the return area of the distribution station and temporarily store them in the required temperature environment, and eventually return them to the merchant through reverse cold chain logistics; if the returned cold chain goods have quality problems, the delivery person shall contact the merchant in time and handle them properly according to the merchant's requirements.

6.2.4.5 For goods delivered via self-pickup lockers that need to be returned, customers can contact the e-commerce platform's customer service to obtain the corresponding locker access code. The customer can then place the returned goods into the designated self-pickup locker to complete the return process. The returned goods will be retrieved by the subsequent delivery personnel.

6.2.1 Before distribution

6.2.1.1 Goods shall be picked and loaded according to order attributes, customer addresses, and other factors, and a reasonable distribution route shall be selected.

Special orders such as chilled fresh foods, meat and eggs, live fresh foods, perishable goods, and tropical fruits shall be distributed with priority.

6.2.1.2 Delivery personnel should contact customers in advance to confirm the consignee, receiving address, and receiving time to avoid empty runs.

6.2.1.3 Delivery personnel shall use polite language when contacting customers.

6.3 Recall of goods

6.3.1 A product recall plan shall be established and implemented to ensure that cold chain goods with existing or potential quality and safety issues are promptly identified and properly handled by relevant parties to reduce the spread of hazards.

6.3.2 The relevant parties shall be assisted in recalling goods that have or may have quality and safety issues.

7.1 Internal audit

E-commerce cold chain distribution service providers shall establish review procedures and plans to regularly review the implemented operational standard system. The review content shall include the following.

a) Whether the cold chain distribution service operation standard system complies with the requirements of this standard;

b) The suitability of the distribution operation procedures, process control, and traceability of related records;

c) The correctness of the implementation of the distribution operation standard system;

d) The continuous improvement of the distribution operation standard system, which is based on the review results.

7.2 Improvements

7.2.1 Continuous improvement measures and plans shall be established.

7.2.2 Based on the review results, improvements shall be made to address any non-compliance with the company's operational standards and any deficiencies in the operational standards themselves, in order to ensure the continuity, adequacy, and effectiveness of the operational standards, and the improvement results shall be documented. […]