Brief	SMSA Express offers hold at location service at designated SSC.	
Purpose	SMSA Express offers HAL upon the customers’ desire giving those customers more options for better service.	
Responsibilities	The Retail Executive is responsible to :
−	Offer the service to the customers 
−	Fasten the required labels on the shipment
−	Make the required HAL scans (refer to HAL scan Policy)	
Guidelines	−	HAL Shipments accepted at SSCs or Picked up by operations. 
−	HAL shipment is a normal shipment, which may hold at a SSC defined by the Sender on the AWB, to present for delivery by the recipient.

−	HAL shipments containing dangerous goods cannot be held at SSC.

−	HAL shipments placed in secure designated area inside the SSC.

−	HAL Shipments must be available for pickup by the time listed in SMSA Express Service Guide.

−	HAL packages that are not picked up within fifteen (15) days considered undeliverable.

−	At the time of delivery at the SSC HAL shipment treated normally. (Refer to POD Policy)

For HAL shipments that should be held at SSC for the recipient to pick-up on Friday, both HAL label and Friday delivery label are required.

Procedure

HAL Origin Procedures:
HAL Shipments accepted at SSCs as a normal shipment:

1.	Retail Executive should offer the service to the customers.
2.	Retail Executive should ensure the customer has chosen the service, and then define and specify the SSC on the AWB where the customer wants to hold his shipment.
3.	Retail Executive should provide the sender with the destination SSC information such as: telephone number, location map, working hours.
4.	Retail Executive should fasten the HAL label and write the destination SSC clearly (see the HAL label)
HAL Destination Procedures:
1.	Separate HAL shipments and scanning:
1.	At the time the Retail Executive receives the HAL shipments from Operations’ line-haul he should check label fastened on the HAL Shipment to ensure the shipment is correctly sorted.
2.	Retail Executive should place the Hal shipments in the designated area. HAL shipments must be kept at the designated area as long as the shipments are at the SSC.
3.	Retail Executive must perform the proper scan (HAL).

2.	List of HAL shipments and follow-up form:
1.	Retail Executive should make a list of HAL shipments.
2.	Retail Executive should fasten the Follow-up form on the HAL shipments. (see the HAL Shipment follow-up Form).

3.	Contact the recipient:
1.	Retail Executive should call the recipient on the first business day that the shipment arrives at the destination SSC.
2.	Retail Executive should record the name of the person contacted on SMSA Express System (CORE) and on the HAL follow-up form.
3.	Retail Executive should advise the recipient of any charges (for example, transportation, duties, etc.) due to release of HAL shipment if applicable.

4.	Payment:
1.	When recipient arrives to receive his shipment, the RE should handle the payment depending on the method of payment mentioned on the AWB, along with any other charges if applicable.

5.	Check the recipient’s ID and release the shipment
1.	Retail Executive should request personal identification card from person claiming the shipment (recipient).
2.	Retail Executive should verify recipient’s name.
3.	Retail Executive should verify the address and account number for billing purposes.

6.	POD and Recipient’s signature:
1.	At the time of delivery, Retail Executive should get the recipient’s signature as proof of delivery.
2.	Retail Executive should remove the HAL shipment follow-up form and then files it (refer to POD Policy).
7.	Retail Executive should do the required scans (refer to scans Policy)

Change HAL status:

If the recipient or the sender requests delivery of the HAL shipment instead of hold for pickup, the Retail Executive coordinates with operations to arrange a courier to deliver the shipment in the delivery area not longer than the following business day. Retail Executive should update shipment status in (SMSA Express System), CORE using the tracker LOC SCN via COMMENT indicating the customer requests delivery.

At the end of Retail Executive’s shift:

1.	Retail Executive should check the remains HAL shipments and ensure the HAL follow-up form is updated.
2.	Retail Executive should update the system with all HAL shipments not picked-up.
3.	Retail Executive should verify POD information and update the system.
4.	Retail Executive should update HAL shipment manifest.