Customer Service Hotline Interactive Voice Response System

S.F. Express has optimized the Customer Service Hotline Interactive Voice Response System which enables customers to select desired services including order placement and information collection by pressing buttons on phone. It is so convenient for you to handle shipments!


Customer Service Operation Hours:
Monday to Friday: 08:00 – 20:30
Saturday, Sunday and Public Holiday: 08:00 – 20:00

Languages – Instruction of Functions:
Please select designated language:
[1] Cantonese
[2] English
[3] Mandarin

Services - Instruction of Functions:
After selecting the language, you can select desired services according to the voice navigation:
[1]Self-Service Ordering (Self-Services)
[2]Check Shipment Status (Self-Services/Customer Services)
[3]Pickup Service (Customer Services)
4Worldwide Express Service (Customer Services)
6For Customs affair inquiries, please press 6 (Customer Services)
7Other Service Inquiries (Customer Services)
8Suggestions/Complaints (Customer Services)
9Receive Form and Information By Fax (Self-Services)

[1Self-Service Ordering (Self-Services)

After selecting the language, please press[1]to choose “Self-Service Ordering”.
(If your Contact Number has registered our Self-Order Placement Service, you will be able to place order or cancel order directly without keying in your Account Number)
• Please enter the Account Number and press[#].
(If your Contact Number has not been registered for our Self-Order Placement Service, please press[*]to contact our customer representative to serve you)
• Please enter the Password and press[#].
(If you register for one defaulted address only, you will not need to enter password)
• The System will lead you to place order. If you have placed an order within 4 hours, the System will offer the selection: If you need to place order, please press[1]. If you want to cancel order, please press[2].

After press[1]to place order:
► You will hear an address of recipient. To confirm, please press[1].
(If you prefer another address of recipient, please press[0]to contact our customer representative)
► Please enter the total weight of the parcel in kilogram which is an integer and press[#].
(If the total weight of the parcel is over 100 kilograms, your call will be connected to our customer representative)
► Please enter your Contact Number and press[#].
► To confirm the contact number and order, please press[1]. For another contact numbers, please press[2].
► Your order has been placed. To return to the main menu, please press[*]. To contact our customer representative, please press[0].

After press[2]to cancel order:
► You can cancel the latest order record. To cancel please press [1]. To return to the main menu, please press[*].
► To contact our customer service representative, please press[0]
► Your order record has been cancelled. To return to the main menu, please press[*]

[2Check Shipment Status (Self-Services/Customer Services)

After selecting the language, please press [2] to choose “Check Shipment Status”.

• Please enter the waybill number in 12 digits and press#.

• Please press1for the latest statusIf you would like to contact our customer service representativeplease press *.
• You will hear the shipment status. To repeat the shipment status, please press
1. To make another enquiries, please press2. To contact our customer representative, please press0. To return the main menu, please press*

[3Pickup Service (Customer Services)

After selecting the language, please press[3]to choose “Pickup Service”
• If the connection is successful, your call will be connected to our customer representative.
• If the line is busy, please wait for a moment. Our customer representative will access you as soon as possible. For Self-Order placement, please press [1] or please wait for our customer representative to serve you.

[4]Worldwide Express Service (Customer Services)

After selecting the language, please press4to choose “Worldwide Express Service”
• If connection is successful, your call will be connected to our customer representative.

6For Customs affair inquiries, please press 6 (Customer Services)

After selecting the language, please press6to choose “For Customs affair inquiries”
• If connection is successful, your call will be connected to our customer representative.

7Other Service Inquiries (Customer Services)

After selecting the language, please press7to choose“Other Service Inquiries ”

• If connection is successful, your call will be connected to our customer representative.

8Suggestions/Complaints (Customer Services)

After selecting the language, please press8to choose “Suggestions/Complaints ”
• If connection is successful, your call will be connected to our customer representative.

9Receive Form and Information By Fax (Self-Services)

After selecting the language, please press[9]to choose “Receive Form and Information By Fax”
► For the “Price List and Service Coverage” information, please press[1];
► For the “Address of S.F. Express Service Center”, please press[2];
► For the “Credit Account Application Form”, please press[3];
► For the “Credit Account Information Amendment Form”, please press[4];
► For the “Pickup Service Authorization Form (Mainland China)”, please press[6];
► For the “Pickup Service Authorization Form (Hong Kong)”, please press[7];
• To return to the main menu, please press[*]
• To repeat the above options, please press[8]. To contact our customer representative, please press[0];
• Please enter your fax number and press[#]
• To confirm the fax number, please press[1]. To enter the fax number again, please press[2]. To return to the Main Menu, please press[*]
• The request has been recorded. We will fax the information to you as soon as possible. To get another form or information, please press[1]
• To return to the main menu, please press[*]

 

0Automated Pickup Appointment

After selecting the language, press 0 for automated pickup appointment.
For same-day appointment, press 1. For next-day appointment, press 2.
Enter the appointment time and press#.
(If the phone number of the incoming call has been registered in our record to use the automated order placement
service
, you may make an appointment directly without inputting the account number.)
• Enter the account number and press#.
(If you have not registered for the automated order placement service, please press *to talk to our Customer Service Representative.)
• Enter the password and press #.
(If you have registered only a single address in our record, it will be used by default as the pickup location and you do not need to enter the password.)
• Please listen to the pickup address. Press 1 to confirm.
(If you prefer another pickup location, please press 0to talk to our Customer Service Representative.)
• Enter the total weight of the shipment in kg (specify as an integer) and press #.
(If the total weight of the shipment exceeds 100kg, your call will be transferred to our Customer Service Representative.)
• Enter your contact number and press #.
• To confirm the contact number and the appointment, press 1. If you would like to leave another contact number, press 2.
• An appointment has been made for you. To return to the main menu, press *. To talk to our Customer Service Representative, press 0.