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Customer Care > FAQs |
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General Questions |
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WHAT
IS CONSIGNMENT NOTE NUMBER?
Each consignment note is printed with a set of bar coded
digits, called consignment note number. At point of pick
up, each parcel/document will be attached with a consignment
note. Senders or receivers may query their shipment by
quoting the respective consignment note number.
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WHEN
WILL MY SHIPMENT ARRIVE?
Consignments destined for major towns within Peninsular
Malaysia are scheduled to be delivered on the next business
day. Consignments destined for East Malaysia are generally
scheduled to be delivered within two business days. Consignments
destined for non major towns within Peninsular and East
Malaysia may require additional days. Delivery time for
international consignments vary according to destinations.
Please contact our nearest Nationwide Express branch for
more information.
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ARE THERE
ANY WEIGHT AND SIZE LIMITATIONS WHEN I SHIP WITH NATIONWIDE
EXPRESS?
Packages up to 30 kgs and length of 5 feet are accepted
for express service. For consignments above 30 kgs, kindly
contact our nearest Nationwide Express branch.
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WHAT IS NATIONWIDE
EXPRESS LIABILITY?
Nationwide Express liability shall be limited to a sum
of RM200 or its equivalent per consignment or the value
of the consigned shipment, whichever is lesser. Nationwide
Express shall not be liable for consequential loss however
arising.
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DOES NATIONWIDE
EXPRESS PROVIDE INSURANCE COVERAGE?
Customers are advised to arrange insurance coverage for
their consignments respectively. Nationwide Express shall
consider arranging for insurance coverage only upon request
by customer. Cost of insurance shall be borne by customers
themselves and will vary according to the value of consignment.
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WHO SHOULD
I CONTACT IF MY SHIPMENT IS DAMAGED, TAMPERED OR MISSING?
The sender or receiver must notify Nationwide Express
delivery branch immediately to facilitate investigations.
Refer to Network section of this brochure to obtain contact
numbers.
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HOW DO I
FILE A CLAIM?
A claim is a notification lodged by the complainant informing
Nationwide Express of intention to file for compensation.
All claims must be lodged in written format, addressed
to the respective Nationwide Express delivery branch within
14 days from date of receiving consignment. Any claims
lodged after the period of 14 days will not entertained.
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HOW LONG WILL
A CLAIM PROCESS TAKE?
Claims will only be processed by Nationwide Express upon
receipt of claim letter attached with a copy of consignment
note. A credit note will be issued for valid claims* to
account holders and a cheque for cash customers will be
issued upon completion of investigation. Process time
period will entail approximately 3-4 weeks.
*Valid claim: where Nationwide Express acknowledges negligence
towards a particular consignment
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DO I NEED
TO ATTACH A COMMERCIAL INVOICE WHEN I SHIP WITH NATIONWIDE
EXPRESS?
Commercial invoice stating declared value of items sent
are required for:
All non-document consignments destined for locations outside
Malaysia.
All air freight consignments to East Malaysia.
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HOW TO OPEN
AN ACCOUNT WITH NATIONWIDE EXPRESS?
Kindly contact our Marketing Department at 03-5031-8188
or the nearest Nationwide Express office to find out about
procedures for opening an account with Nationwide Express.
Refer to Network section of this brochure to obtain contact
numbers.
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WHAT ARE
THE REQUIREMENTS TO OPEN AN ACCOUNT?
Applicant of account must meet the following requirements
to qualify for registration of an account with Nationwide
Express:
- Applicant must be a business entity
- Minimum billing amount for each invoice shall be:
- RM100 per month for Klang Valley
- RM75 per month for other locations
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WHAT IS
THE PROCESS TIME FOR APPLICATION OF A NEW ACCOUNT?
Application for a new account with Nationwide Express
will generally require between 1 to 2 working days from
date of confirming terms and conditions agreed by both
Nationwide Express and applicant.
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Billing |
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WHAT IS NATIONWIDE
EXPRESS BILLING CYCLE?
" Weekly Billing Cycle
" Monthly Billing Cycle
" Fortnightly Billing Cycle: Customer receives a
bill every fortnightly. There shall be two billing cycles
a month. The first billing cycle consist of shipments
from 1st up to and inclusive of the 15th day of each month.
The second billing cycle consists of shipments from 16th
up to and inclusive of the last day of the month.
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WHAT
ARE NATIONWIDE EXPRESS BILLING OPTIONS?
" Bill Sender: Nationwide Express
invoice sender shipping charges. This facility is only
available to senders with an active Nationwide Express
account
" Bill Receiver: (Reverse Charge) Nationwide Express
invoice receiver shipping charges. This facility is
only available to receiver with an active Nationwide
Express account.
" Bill Third Party: Nationwide Express invoice
shipping charges to a third party (not sender or receiver
of consignment). This facility is only available to
third parties with an active Nationwide Express account.
Nationwide Express shall accept consignments
for 'reverse charge' and 3rd party billing provided
the following is acknowledged:
- The receiver or third party has a valid Nationwide
Express account number
- Receiver or third party pre-approves to shipment
charges incurred. Where receiver or third party defaults
payment, Nationwide Express reserves the right to
invoice sender for payment.
Note that Reverse Charge and Bill
Third Party billing options are not available for
international consignments.
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HOW DO I EXECUTE
A REVERSE CHARGE OR THIRD PARTY BILLING?
Where a customer wish to utilise the
facility of reverse charge or third party billing, please
follow steps below:
" Receiver or Third Party to execute
the following: They shall contact respective Nationwide
Express branch in written format (usually by fax), to
arrange for pick up of consignment.
" Sender to execute the following: It is the duty
of the sender to ensure consignment is packed appropriately
attached with consignment note and/or any other relevant
documentation.
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Tracking My Shipment |
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HOW DO I TRACK
MY CONSIGNMENT(S) THROUGH THE WEBSITE?
Track your consignment(s) in four simple
steps:
1. Log on to www.nationwide2u.com
2. Click on 'Track My Shipment'
3. Enter first 8 digits of consignment note number(s)
printed on respective consignment note(s). Key in one
consignment note number per line.
4. Click on 'Track'
Tracking summary will show consignment
note number, origin, destination, status, receiver's name
and time delivered.
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HOW DO I GET
TRACKING DETAILS?
Tracking details can be obtained by clicking
on the respective consignment note number. Detailed information
about consignment will then be shown.
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HOW MANY CONSIGNMENTS
CAN I TRACE EACH TIME?
Sender or receiver may trace up to 15
consignments each time using the Track and Trace System.
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WHAT INFORMATION
IS CAPTURED IN TRACKING DETAILS?
Information recorded in the tracking
details is an extension of the information in the tracking
summary. Additional information include, pick-up date,
name of shipper, type of shipment, weight and number of
packages.
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WHAT EVENTS
ARE RECORDED ABOUT THE PACKAGES IN SHIPMENT STATUS?
Package movement information states clearly
the trail of consignment, from point it arrives at departing
hub of Nationwide Express to point it is delivered to
receiver.
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