How to. use our services

Transcription

1 How to use our services

2 Contents We re at your service 3 Packing your parcel 4 Sending UK and overseas parcels 5 The Dashboard 6 Sending a parcel in the UK 8 Sending a parcel overseas 9 Arranging your collection 10 Tracking your parcels 11 Invoicing your parcels 12 Understanding your invoice 13 When the unexpected happens 14 About our compensation 15 How to claim compensation 16 Compensation and refunds 17 We re at your service We want to make it easy for you to send your parcels straight away. This guide is packed with handy tips and you ll find advice on everything from packing your parcel and arranging a collection, to understanding your invoice. If you have any questions, remember you can contact your Account Manager at any time. 3

3 Packing your parcel Our online despatch system 4 Are your goods packaged correctly? It s really important that you package your items well, to keep them safe on their journey. Remember, if your goods are not packaged properly and get damaged you will not be eligible for compensation. When we start collecting your parcels we will take a look at your packaging to help make sure that the contents are properly protected. Check that we can accept your parcel: Prohibitions or restrictions might apply to the contents. We also cannot accept parcels that are in breach of sanctions. For information visit parcelforce.com and type Account Prohibitions and Restrictions and sanction into the search box Strong outer packaging: Always box your items. Use a rigid cardboard box and make sure it is strong enough for the weight of the contents Protective internal packaging: Use internal packing to fill the empty space to prevent the contents from moving in transit Sealing the parcel: Always seal the parcel well, top and bottom, with plastic or reinforced carton tape, rather than ordinary household tape. Please avoid using string, plastic strapping, shrink/bubble wrap on the outside of your parcel as they can get stuck in our mechanical systems Please don t strap boxes together: Put everything in the same box or send separate parcels Fragile and this way up marking: Labelling an item as fragile is not a substitute for adequate packaging. Fragile goods must always be suitably packaged to avoid damage Clear, accurate addressing: Make sure the sender and recipient name, address and contact details are clearly shown on the label/parcel Avoid reusing cardboard boxes: Boxes weaken significantly after initial use and become susceptible to damage. For more information on packaging advice, visit parcelforce.com/packaging The easiest way to send your parcels is by using our online despatch system Worldwide Distribution Manager Online (WDMO). All your UK and international service options are available in one place. Just select the right one to meet your customer s needs It s easy to upload your customer database for quick address input Automatic address verification improves accuracy and delivery reliability You can send parcels individually or in batches, and the system automatically advises your local depot that you need a collection Automatically generates pre-advice the information we need from you to enable us to collect, sort and deliver your parcel Automatically generates customs documentation for export services Please capture and phone number details to support notifications and customer services Data is easily exported to other applications to create a permanent record of your shipments WDMO is compatible with all major browsers, including Internet Explorer, Chrome, Firefox and Safari Marketplace Integration Tool allows marketplace sellers (selling via ebay, Amazon etc) to download all their orders at the click of a button into our WDMO. Orders can then be shipped individually, or if going to the same address, grouped and shipped as one or more parcels. We ll send you your personal log in details and your Account Manager will talk you through the system. You can also call our helpdesk on * if you ve got any questions. * Calls may be monitored and recorded for training purposes. Local call rates apply. Call costs may vary depending on your service provider. 5

4 The Dashboard Available online 24/7 and across all mobile devices, providing instant visibility and insight when you need it. Go to parcelforce.com and log in to view your dashboard. 1 See the status of all your parcels See a 48-hour view of your parcels status, updated in real time Search by customer, location, date and more Keep an eye on specific parcels by creating a watchlist See all your high-priority timed deliveries at a glance. 2 Drill into the data Intuitive and easy to use Get right down to the detail on your deliveries Sort by service, postcode, delivery day, recipient and more Export your data to Excel and filter it however you like. 3 Find everything there is to know about an individual parcel Check your parcel s journey with the tube map-style tracker See the recipient s digital signature for proof of delivery Check the sender and recipient contact details. 6 7

5 Sending a parcel in the UK Sending a parcel overseas 1 Select the address Log into our WDMO and select Enter a Shipment Enter the delivery postcode and click the green tick for automatic address verification which improves accuracy Select your address and click Continue. 2 Choose your service Select your service and enter the number of parcels Your ad hoc collection request will automatically be arranged with your local depot when you have finished entering your first delivery details of the day You can choose to change the collection for a more regular or convenient time, or let us know that you intend to drop your parcel off at a depot or Post Office. 3 Print your labels The label will appear in a pop up window for you to print onto standard paper You can attach labels using our adhesive document envelopes, available to order from parcelforce.com using your log in. 4 Pre-advice and reporting After you have printed all your labels for the day, go to the tab End of Day Click Run EOD Process. This will automatically generate the information we need to collect, process and deliver your parcels You can also track your parcels, look at previous shipments, and generate reports using the archive menu. 1 Check that we can accept your item: What can and can t be sent varies between countries You can check these country-specific prohibitions and restrictions by visiting parcelforce.com/countries 2 Support accurate address capture: Different countries use different address and postcode formats. Taking a moment to make sure you are capturing international addresses correctly will significantly improve delivery success rates For more information visit parcelforce.com and search Address formats For items being sent to any international destination, including the recipient s address and telephone number is really important. For more information visit parcelforce.com and search International Guide. 8 9

6 Arranging your collection There are a number of ways that we can collect parcels: Scheduled collections: If you know you need us to collect parcels from you every day, or on regular days, we will set up a scheduled collection. This means we will automatically collect from you at an agreed time on the days you need us. Your Account Manager will arrange this for you Ad hoc collections: If you send parcels on an irregular basis, you can arrange a collection whenever you need one via WDMO, parcelforce.com or by giving us a call on * As long as you do so by 1pm, we ll collect your items that same day Collections from other locations: We can collect a parcel for you from any address in the UK ideal if your company operates from more than one site, or if your customers need a convenient way to return goods to you Sending last minute parcels: Our depots can accept your parcels up to 7pm Monday-Friday for next day delivery. Alternatively, you can drop your parcel at any Post Office branch (latest acceptance times vary). * Calls may be monitored and recorded for training purposes. Local call rates apply. Call costs may vary depending on your service provider. Tracking your parcels You should feel that giving your parcel to us is as good as taking it there yourself. It s easy for you to see the progress of a parcel online, and we can let your customer know when it s coming. Tracking: Once you ve given us your parcel, you, or your customer, can find out where it is, simply by entering the tracking number at parcelforce.com Notifications: Available in the UK and worldwide. Let your customers know when their parcel will arrive - with a one hour delivery window for UK services In-flight options: Let your customers choose a different delivery day or address. Available in the UK and most European destinations Delay notifications: Proactive information in the event of a significant delay. Available in the UK My Parcel Live: Track the progress of a parcel on delivery, with a countdown to arrival Parcelforce app: Set a personal profile, manage delivery preferences and see parcel status updates Proof of delivery: You can see the date, time and the name of the person who signed for the delivery. For international delivery, named confirmation is available for your parcels on parcelforce.com or on our Dashboard. Our friendly and experienced customer service team is just a phone call away on *, or you can contact your Account Manager

7 Invoicing your parcels Understanding your invoice 12 Your invoice will show a summary of the total number of parcels that you ve sent and the total price, including any surcharges. It will also include an individual breakdown of international consignments. Your customer service report will show you the cost breakdown, including surcharges, for every UK consignment We invoice your UK parcels once we ve delivered them. This means that some parcels particularly those sent near the end of your invoicing period could be included on the following month s invoice The price in your trading agreement is the basic price agreed for each service, excluding VAT. Any extras will appear on your bill as surcharges. Our international services are priced on the weight of the parcel, or its volumetric weight (i.e. the space it occupies), whichever is the greater. Full details are available at parcelforce.com/customerinformation * Calls may be monitored and recorded for training purposes. Local call rates apply. Call costs may vary depending on your service provider. You can trust us to be transparent about our pricing and you can speak to your Account Manager if you have any questions or call our billing team on * 1 T reference numbers These show your UK shipments summarised by delivery zone and service. Your customer service report has the full breakdown of each one. 2 E reference numbers These are international shipments and are shown individually on your invoice. Whilst we do still send out paper invoices, these are available online through a simple registration process on parcelforce.com, where you will also find customer service reports. Invoice Customer account number / Invoice number Invoice date 01/01/2015 page 2 of 2 Consignment Date Service Quantity Weight (kg) Net Value Gross Value VAT Zone Destination Code T /01/2015 Parcelforce 24 UNITED KINGDOM EK123456GB EK123456GB EK123456GB T T /01/2015 Parcelforce T UNITED KINGDOM Total Parcelforce T Total UK Parcels /01/2015 EURO PRIORITY - BUSI FRANCE E Total EURO PRIORITY - BUSI T Total International VAT= T T EK123456GB 01/01/2015 EURO PRIORITY - HOME E PORTUGAL 01/01/ /01/2015 EURO PRIORITY - HOME FINLAND EURO PRIORITY - HOME FRANCE E T EK123456GB 01/01/2015 EURO PRIORITY - HOME T IRELAND Total EURO PRIORITY - HOME T Total International VAT= T E T /01/2015 Parcelforce T SCOTTISH MAINLAND ZONE 1 Total Parcelforce T Total International VAT= T T Total International

8 When the unexpected happens Despite our best efforts, things occasionally go wrong. Should a parcel ever become lost or damaged, we want it to be as easy as possible for you to find out what s happened and seek compensation if appropriate. Proper packaging is really important If your goods are not packaged properly and become damaged, any compensation cover on the service will not be applicable We often request photos of the damaged contents and the packaging used when deciding whether to pay a claim for damage. We may in some cases arrange an inspection of the damaged item. Please ask your customer to keep the parcel and its packaging until your claim is settled. Our experienced team investigates every single claim. We aim to be transparent and fair in our decision making. About our compensation On most of our services a fixed level of compensation cover for loss and damage is included in the price you pay. This ranges from 25 to 200 per parcel, depending on the service used. See page 17 Enhanced compensation to a maximum of 2,500 is available for an additional fee We don t pay compensation for some items, especially those that are prohibited, fragile, perishable or very valuable. To check which items are excluded from compensation please visit parcelforce.com/ customerinformation For some international destinations, there is no compensation payable for any service. The countries to which this restriction applies can vary, so please refer to parcelforce.com/countries About our refunds for delay If we fail to meet a guaranteed* delivery time, we ll refund between 25% and 100% of the delivery cost, depending on the service used. Please refer to page 17. *Guarantee Definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our Conditions of Carriage. Delivery time begins from date of collection

9 How to claim compensation Claims can only be made by the sender (or the party who paid for the service). You can claim online at claims.parcelforce.com We allow more time to make a claim than most carriers, however there are time limits. All claims must be received within 30 days of despatch, except globalexpress (15 days) and globalvalue/hm Forces (BFPO) (120 days) You will need to provide information, including parcel number, proof of despatch and cost price or proof of value For damage claims, please ask the recipient to keep the contents and packaging for us to look at and, if possible, take some photos of the damaged item and its packaging For loss claims, we always require the recipient to complete and return a signed disclaimer stating that they have not received their goods. This is to protect our customers and our business against potential fraud. For very high value goods, enhanced compensation is available up to a maximum of 2500 per consignment. Services Compensation rates available for loss or damage Refunds for delay Maximum inclusive compensation Additional compensation available for 80p plus VAT per 100 of cover (up to a maximum of 2500) Maximum total cover 2500 Refund if not delivered on or before the stated delivery day, or later than the stated delivery time + sameday 2500 N/A express9, 10, AM % expresspm % express % express48, express48 large 50 N/A expresscollect 100 N/A UK pallets24, 48 and 72 RHA # 100% globalexpress % irelandexpress % globalpriority % europriority % europriority import 100 N/A globalpriority return 100 (loss only) N/A globalvalue 50 N/A globalbulk direct 25 per parcel N/A globalbulk CMR N/A BFPO Worldwide 100 N/A Please note that Parcelforce Worldwide does not pay consequential loss. For all prices please refer to our Price Guide. + Not available for expresscollect, europriority import, globalvalue, globalbulk direct and globalbulk services where Parcelforce Worldwide does not undertake to deliver (nor make available for collection, where relevant) by a set time, or within a time window. # Enhanced compensation is available on request for pallets24, pallets48 and pallets72. Compensation for loss or damage is at the level set by the Road Haulage Association. Compensation for loss or damage is at the level set by Convention relative au transport international de marchandises par route

10 For more information visit parcelforce.com or call * * Calls may be monitored and recorded for training purposes. Local call rates apply. Call costs may vary depending on your service provider

11 For more information visit parcelforce.com or call * * Calls may be recorded and monitored for training purposes. Local call rates apply. Call costs may vary depending on your service provider. Parcelforce Worldwide and the Parcelforce Worldwide Globe Logo are trade marks of Royal Mail Group Ltd. Royal Mail Group Ltd All rights reserved. Parcelforce Worldwide is a trading name of Royal Mail Group Ltd. Registered in England and Wales, number , registered office: 100 Victoria Embankment, London, EC4Y 0HQ. Parcelforce Worldwide is a GLS network partner. January 2019 PW 1650/18 EB