A Guide to Collect+ Stuartslondon.com

A Guide to Collect+ Stuartslondon.com

Collect+. About us What is Collect+? Collect+ is an alternative method for your customers to return parcels through a network of over 5,000 local convenience stores. 3-5 Working Day Returns Service (1 Day in-store) Parcels can be dropped at a local Collect+ store, 7 days per week and during the evening The parcel is scanned and receipt with a tracking code is created. 50 liability cover for lost parcels Parcels accepted within airline cabin baggage size guidelines 50x30x30cm up to 10kg Where are Collect+ stores? There are over 5,000 stores across the UK mainland and Northern Ireland The stores are a combination of retail fascia's such as Co-Op, McColls and Spar, as well as independent local stores at the heart of the community Currently over 80% of the UK population are no more than 1 mile from a Collect+ location All stores have a Collect+ technology provided by PayPoint Plc our retail partner. This means that the customer s return can be scanned into store. Every Collect+ location has an external sign on the front of the store as well as branding at the checkout area. Go to www.collectplus.co.uk/storefinder or use the link when you generate a label to find your customer s nearest store Why use Collect+ over Royal Mail or Parcel carrier collections? Collect+ stores are open from early until late, typically 8am 9pm, 7 days a week Customers can access the stores at a time to suit them rather than 9-5.30 Post Office opening hours and they no longer need to wait for a courier to collect from home The in-store experience is very quick and usually avoids the long queues experienced in Post Offices Collect+ is a fully tracked service and is typically quicker than Royal Mail 2nd class packet post 2 P age

How do your customers use the Collect+ service? All parcels MUST have a Client specific Collect+ returns label attached in order for your customer to use the service. All Collect+ labels are unique. If the same label is used twice the parcel cannot be scanned into store or tracked through the system. How long should it take and where does the parcel go? How long will the parcel take to be returned to you? The Collect+ returns service is 3 to 5 working days. However, the majority of parcels are returned within 3 working days. When is the parcel collected from the Collect+ store? The parcel is normally collected by a Yodel Courier the next working day after the customer drops it off. For example if the customer drops the parcel off on a Monday, it will usually be collected on a Tuesday and so on. Parcels dropped into store Friday to Sunday are collected on Monday. What if the parcel is not collected the next working day? Collect+ monitors any uncollected parcels and arranges for them to be collected from store as soon as possible, usually the following day. Where does the parcel go when it is collected from store? The parcel is returned to the local courier depot and usually that night is sent to a central sort centre. Your parcels are collated and sent back to the local delivering depot, then onto your Returns site. 3 P age

Customer Paid Online Labels Customers can obtain a label online on the Collect+ website. 1. Log on to: www.collectplus.co.uk/stuartslondon Or you can select Client Name from the dropdown menu on the Collect+ website home page 2. Complete the short form i. Order Number ii. iii. Email Address Select Proceed 3. Your Customer is then sent a PDF of the label which they can print out and attach to the parcel Customer receipts THE CUSTOMER S RECEIPT SHOWS THE FOLLOWING INFORMATION. PayPoint symbol to show that the receipt is from a PayPoint terminal Collect+ store number (5 digits in bold) UPI (or barcode) number (16 digits) Collect+ tracking number(7 digits) 4 P age

Tracking a Parcel: Collect+ Website 1. Obtain the Collect+ tracking reference from the customer receipt or your daily file. 2. Log on to the Collect+ Website at http://www.collectplus.co.uk/track 3. Enter the Collect+ tracking reference (from either the customer receipt or your advice file) 4. The website will return the tracking information for your parcel. The status of the parcel is shown on the left; these indicate each time the parcel has been scanned on its journey. Underneath the status is the time and date that the parcel was scanned. 5 P age

Understanding the Parcel Status This is a typical parcel journey, however, you may see additional or fewer scans when tracing some parcels. The latest scan event is seen at the top and tracking events are shown below in reverse order. Parcel has been returned to the client Returned to Client - the parcel has been delivered back to your returns address. Parcel is at the delivery depot Received into depot name - the parcel is has been delivered & scanned into the depot Parcel sorted at National/Central Hub: Received into National Hub/Central Depot - the parcel is sorted at this centre and sent on to the depot that will deliver the parcel back to you. Parcel is at the collection depot Received into depot name depot - the parcel has been scanned out of the driver s van into the depot. Parcel Collected by a Yodel Driver from the Collect+ Store Parcel Collected by Courier - the Collect+ agent has scanned the parcel out of the store as collected by the driver. The driver has now scanned the parcel into their van. Both events signify the parcel has left the Collect+ store. Customer drops parcel into a Collect+ store Delivery Booked - time & date that your customer s parcel was scanned into store by the Collect+ agent. 6 P age

Contact & Escalation Process 1. You are able to contact the Collect+ contact centre on 0845 270 9888, Monday to Friday, 8am-8pm and Saturday, 8am-12pm. Individual Parcel Queries Please send any parcel queries to info@collectplus.co.uk Lost parcels A parcel is considered lost when the last tracking information is 10 days old or more. Please contact our Customer Service team to inform them of a lost parcel within 7 days and request a claim form to complete. Damaged parcel In the event of a damaged parcel received by the recipient, please contact our Customer Service team within 7 days to inform them of this and start a claims process by requesting a claim form. Please note that to claim for a damaged parcel, photographic evidence will be required when submitting the claim. The claims team will acknowledge receipt of completed claims forms sent to them within 24 hours and aim to process them as quickly as possible taking no more than 21 days. For both lost and damaged parcels, proof of value of the contents of the parcel will be required. In order for Collect+ to attend to your query as quickly and effectively as we can, please try to provide as much of the following information as possible. Client Reference & customer name Collect+ Tracking number UPI Number Parcel Contents/ packaging Collect+ Store Name & number Description. Please include reference that you require to be able to identify this parcel within your own systems or that you wish to be quoted in any correspondence regarding the parcel, e.g. customer reference or account number and include the name of the customer that is returning their parcel to you. If available, provide the 7 digit Collect+ tracking reference. This can be found on the customer receipt or on the pre-advice report of parcels dropped into store that you receive daily. Please provide the full 16 digit UPI number. This can be located on the customer receipt or on the pre-advice report of parcels dropped into store that you receive daily. Please provide details of the parcel contents in as much detail as possible. Providing this information helps us to locate the parcel as quickly as possible, for example understanding the size of the parcel or if the parcels contents have become separate from the packaging. Include the Collect+ store name and the 5 digit Collect+ store reference. This can be located in bold at the top of the customer receipt or on the pre-advice report of parcels dropped into store that you receive daily. 7 P age