AGENT TRAINING MANUAL - AUGUST 2018

Transcription

1 HUBBED SYSTEM ACCESS AGENT TRAINING MANUAL - AUGUST 2018 Access the HUBBED Application via your Internet Browser. The web address is: HUBBED SYSTEM HUBBED Interface Components 1. HOME Default login screen displays: - Current messages from HUBBED - Parcels currently in your store. 2. PARCELS IN STORE Lists parcels for customer collection currently in store. Perform the following: - Accept Courier Check In - Parcel Check Out - Parcel Not Checked In 3. RETURN TO COURIER Return parcels that are older than 7 days, or have been requested by the courier 4. CUSTOMER DROP OFF Check in parcels dropped off by customers for the courier to collect. These parcels will have been booked using one of the following services: 1. HUBBED Parcels Online 2. CouriersPlease 3. Toll 5. BOOK DOMESTIC Lodge and print consignment notes for domestic parcels 6. BOOK INTERNATIONAL Lodge and print consignment notes for international parcels 7. LOCK SCREEN Temporarily locks the system to ensure security 8. REPORTS View and print parcel reports from the last 30 days 1

2 HUBBED SERVICES OVERVIEW Failed or First Time Deliveries If the customer is not home to receive a parcel, or they select your location for delivery, it will be dropped off at your store, allowing the customer to collect it at their own convenience. Return to Courier Parcels that are in store for more than 7 days should be returned to the courier. This is to help maximise storage space. Customer Drop Off Parcels booked through the HUBBED or courier partner s website can be dropped off at your store for the courier to collect. HUBBED DEFINITION OF TERMS Term Check In Accept Check In Parcel Is Not Here Definition Confirmation of a parcel being dropped off by the courier to your store. Courier must scan your store location code. Parcel will appear on the HUBBED System for you to Accept Check In. Confirmation via the HUBBED System of the Courier checking the parcel into your store correctly. This must be pressed before parcels are stored. An on screen pop up will appear to ensure this is completed Confirmation that a parcel that has been Checked In by the courier is not in your store. Check Out Successful confirmation of a parcel being collected by the customer with a proof of delivery. Third Party Authorisation Process of releasing a parcel to a person who is not the named recipient on the parcel - this must be authorised by the courier company Parcel Not Checked In Process of checking in and out a parcel that has not been correctly checked in by the courier. Return To Courier Process of returning parcels to the courier that are older than 7 days. Confirmation through the HUBBED System. Customer Drop Off Pre-Paid domestic parcel dropped off by the customer to your store for collection by the courier. 2

3 COURIER HOURS OF OPERATION Parcel drop offs and pickups will mainly occur Monday to Friday, between 9.00am and 5.00pm. A courier will visit the HUBBED location and automatically check in parcels to your store. You will be required to accept the check in on the HUBBED System. PARCEL SERVICE PROCESSES Failed or First Time Deliveries Customers will receive a Failed Delivery Number and an /sms with the Access PIN. The customer will be directed to your store via these communications. STEP 1. Courier will deliver parcels to HUBBED location and scan the location code to check the parcel into the store automatically Press Accept Check In to confirm check in. Parcels to be stored securely. NOTE 1: For all Toll deliveries you will be required to sign the driver s hand held scanner to confirm receipt of the parcels in addition to accepting the parcel within the HUBBED System NOTE 2: If you do not accept the parcels within 15 minutes a pop up will appear with a list of parcels that have been checked in. If the parcels were successfully delivered and checked in by the courier select Accept Check In. If a parcel has been checked into the system by the courier, however has not been dropped off select Parcel is not here. When all parcels have been actioned select Done. 3

4 STEP 2. Customer must have these 3 things to collect their parcel: 1. Missed Delivery Number 2. Valid Government Photo ID 3. Access PIN or Mobile Phone NOTE: Access PIN can be regenerated at the point of check out and sent to the customer s mobile phone. STEP 3. Enter the Missed Delivery Number or press Check Out. OR STEP 4. If there are no customer details in the system, enter the customer's name as it appears on their ID (CouriersPlease Only). Otherwise proceed to STEP 5. STEP 5. Locate and check that the name on the parcel matches the ID. Select the ID type used, and enter the last 4 digits. Press Verify Identity. 4

5 STEP 6. Enter the consignment number of the parcel. Press Next. STEP 7. Enter the Access PIN that the customer will provide. Press Next. STEP 8. Confirm the Check Out details. Press Check Out. Hand the parcel over to customer. IF THE CUSTOMER DOES NOT HAVE A PIN Press Resend Pin and enter the customer s mobile phone number. A SMS is instantly sent to the customer with their PIN. Go to STEP 7. If customer doesn t have a phone press Use Signature and ask the customer to sign for the parcel. Go to STEP 8. 5

6 Failed or First Time Deliveries - Parcel Not Checked In On the rare occasion that a parcel is not checked in correctly by the courier, you will not be able to find the parcels in the system. Follow the steps below to perform a check out. This will ensure that the customer is not inconvenienced at the point of collection and that you receive payment. STEP 1. Courier will visit the HUBBED Location and drop off parcels for collection. If the courier does not scan the location code correctly you can perform a Check Out when the customer is in store. The customer may NOT have received PIN beforehand. STEP 2. Customer must have these 3 things to collect their parcel: 1. Missed Delivery Number 2. Valid Government Photo ID 3. Access PIN or Mobile Phone NOTE: Access PIN can be regenerated at the point of check out and sent to the customer s mobile phone. STEP 3. Press Parcel Not Checked In. Enters the following details from the parcel: 1. Which Courier delivered the parcel 2. Consignment Number 3. Article Barcode/Waybill NOTE: Multiple parcels for the same customer can be added during this step. 6

7 STEP 4. Enter the following receiver details: Press Next. 1. Receiver s Full Name 2. Identification Type 3. Last 4 digits of ID 4. Receiver s Address 5. Receiver s Telephone Number (Optional) STEP 5. Enter the customer s phone number to generate an Access PIN. STEP 6. Enter the Access PIN that the customer will provide. Press Next. 7

8 STEP 7. Confirm the Check Out details. Press Check Out. Hand the parcel over to customer. IF THE CUSTOMER DOES NOT HAVE A MOBILE PHONE If customer doesn t have a phone press Use Signature and ask the customer to sign for the parcel. Go to STEP 7. 8

9 Third Party Authorisation In some instances the person named on the parcel may not be able to collect the parcel for various reasons. In this case HUBBED allows for an authorised person to collect the parcel on behalf of the original recipient - The customer will visit the store with an authorisation letter or one will be sent directly to your store. Authorisation can be provided in a number of different methods. IMPORTANT REMINDER Even though the original recipient is not collecting the parcel you must still ensure the Third Party Recipient meets the collection requirements. They must have: One type of Third Party Authorisation (Outlined below) Valid Government Photo ID The Missed Delivery Card/Card Number Mobile Phone - As the PIN for collection will need to be regenerated at collection If the Third Party Recipient does not have the above items please do not hand over the parcel and ask the customer to contact HUBBED Customer Service 1. FAILED DELIVERY CARD The recipient can use the Third Party Authorisation on the back of the Failed Delivery Card. The following details must be on the card: Full Name of the Third Party who will be collecting the parcel Recipient s Address Consignment Number/Waybill Recipient s Signature Date Phone Number The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel. This card should be kept by the store for 1 month in case there are any discrepancies. 9

10 2. AUTHORISATION LETTER The recipient can create a letter to authorise a third party. The following details must be on the letter: Recipient s Full Name (Must match the parcel) Recipient s Address (Must match the parcel) Waybill Number/Consignment Number Recipient s Signature Full Name of the Third Party who will be collecting the parcel The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel. This letter should be kept by the store for 1 month in case there are any discrepancies. 3. AUTHORISATION HUBBED may receive authorisation directly from the courier company. In this instance the HUBBED Customer Service team will your store directly with the following information: Full Name of the Third Party who will be collecting the parcel Recipient s full name Consignment number Store name/store ID The HUBBED Customer Service Team will also contact your store directly by phone informing you of the customer coming to collect the parcel The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel. This should be kept by the store for 1 month in case there are any discrepancies. Parcel Release Form The Parcel Release Form should be used in the following scenarios: 1. The HUBBED System is unavailable. 2. The BP System is unavailable - Please notify HUBBED immediately when the system is offline, and also once it comes back online. In both instances you should CONTINUE TO ACCEPT parcels from the courier. Parcels will be checked into the system once it is back online. In the meantime you should use the Parcel Release Form, HUBBED will manually check the parcel out of the system within 48 Hours. STEP 1. Complete the Parcel Release Form by capturing the following details: Store Name Date Courier Receiver s Name Waybill/Consignment Number ID Type and Last 4 Digits Receiver s Phone Number Access PIN Return the form to HUBBED so the parcel can be checked out. PARCEL RELEASE FORM This for MUST ONLY BE USED if the HUBBED System is unavailable. Store Name Date Select Courier CouriersPlease DHL Toll Receiver s Name Waybill/Consignment Number(s) ID Type Last 4 Digits of ID Receiver s Phone Number Receiver s PIN/Signature Please return this form on the same day by close of business to HUBBED via or fax E: customerservice@hubbed.com.au F: (02)

11 Return To Courier Parcels that are in store for more than 7 days must be returned to the courier. This ensures that parcels are not taking up storage space for extended periods of time. STEP 1. Press Request Return for the parcels that are older than 7 days. NOTE: In some instances the courier may request the parcel returned sooner. The same process should be followed. STEP 2. The Driver must show you their company ID. Please do not hand over any parcels if the driver does not have the correct ID Use the Scan Out Package To Courier field to scan the Article barcode/waybill of the parcel to check it out. 11

12 Customer Drop Off Through the HUBBED Parcels or courier partner s website, customers will be able to book, pay for and print a consignment label for a domestic shipment. Scan them into your system to notify the courier to collect the parcel. You will be paid for handling the parcel. STEP 1. In the Customer Drop Off tab scan the parcel Consignment Number. STEP 2. Select from the options in Parcel booked via. Scan any additional barcodes if required. (Toll Only). Press Done. Store the parcel securely for the courier to collect. 12