How to use our services - Parcelforce Worldwide
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How to use our services
Contents We’re at your
We’re at your service 3 service
Packing your parcel 4
Sending UK and overseas parcels 5
The Dashboard 6
We want to make it easy
Sending a parcel in the UK 8 for you to send your
Sending a parcel overseas 9 parcels straight away.
Arranging your collection 10
Tracking your parcels 11 This guide is packed with handy tips
and you’ll find advice on everything
Invoicing your parcels 12
from packing your parcel and arranging
Understanding your invoice 13 a collection, to understanding your
When the unexpected happens 14 invoice. If you have any questions,
About our compensation 15 remember you can contact your
How to claim compensation 16 Account Manager at any time.
Compensation and refunds 17
3
Packing your parcel Our online despatch system
Are your goods packaged correctly? • Strong outer packaging: Always box • “Fragile” and “this way up” The easiest way to send your parcels • utomatically generates customs
A
It’s really important that you package
your items. Use a rigid cardboard box marking: Labelling an item as fragile is by using our online despatch system documentation for export services We’ll send you your
Worldwide Distribution Manager
your items well, to keep them safe on
and make sure it is strong enough for
the weight of the contents
is not a substitute for adequate
packaging. Fragile goods must always Online (WDMO).
• Please capture email and phone personal log in details
their journey. Remember, if your goods number details to support
are not packaged properly and get • Protective internal packaging: be suitably packaged to avoid damage • All your UK and international notifications and customer services and your Account
damaged you will not be eligible for Use internal packing to fill the empty • Clear, accurate addressing: Make service options are available in one
place. Just select the right one to • Data is easily exported to other Manager will talk
compensation. space to prevent the contents from sure the sender and recipient name,
moving in transit address and contact details are meet your customer’s needs
applications to create a permanent you through the
When we start collecting your parcels record of your shipments
we will take a look at your packaging to • Sealing the parcel: Always seal the clearly shown on the label/parcel • It’s easy to upload your customer • WDMO is compatible with all major
system. You can also
database for quick address input
help make sure that the contents are parcel well, top and bottom, with • Avoid reusing cardboard boxes: browsers, including Internet Explorer, call our helpdesk on
properly protected. plastic or reinforced carton tape, Boxes weaken significantly after • Automatic address verification Chrome, Firefox and Safari 03448 00 62 05*
rather than ordinary household tape. initial use and become susceptible improves accuracy and delivery
• Check that we can accept your Please avoid using string, plastic to damage. reliability • Marketplace Integration Tool allows if you’ve got
parcel: Prohibitions or restrictions marketplace sellers (selling via eBay,
might apply to the contents. We
strapping, shrink/bubble wrap on the
For more information on packaging • You can send parcels individually Amazon etc) to download all their any questions.
outside of your parcel as they can get or in batches, and the system
also cannot accept parcels that advice, visit parcelforce.com/packaging orders at the click of a button into our
stuck in our mechanical systems automatically advises your local
are in breach of sanctions. For WDMO. Orders can then be shipped
depot that you need a collection
information visit parcelforce.com • Please don’t strap boxes together: individually, or if going to the same
and type ‘Account Prohibitions and Put everything in the same box or • Automatically generates address, grouped and shipped as one * Calls may be monitored and recorded
for training purposes. Local call rates
Restrictions’ and ‘sanction’ into the send separate parcels pre-advice – the information we or more parcels. apply. Call costs may vary depending on
need from you to enable us to collect,
search box your service provider.
sort and deliver your parcel
4 5
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 2 Drill into the data
• See a 48-hour view of your parcels’ status, updated • Intuitive and easy to use
in real time
• Get right down to the detail on your deliveries
•
Search by customer, location, date and more
• Sort by service, postcode, delivery day, recipient and more
• Keep an eye on specific parcels by creating a watchlist • Export your data to Excel and filter it however you like.
• See all your high-priority timed deliveries at a glance.
3 ind everything there is to know about
F
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
Sending a parcel in the UK Sending a parcel overseas
1 Select the address 3 Print your labels 1 Check that we can accept your item: • For more information visit parcelforce.com and
• Log into our WDMO and select ‘Enter a Shipment’ • The label will appear in a pop up window for you to • What can and can’t be sent varies between countries search ‘Address formats’
• Enter the delivery postcode and click the green tick for print onto standard paper
• You can check these country-specific prohibitions • For items being sent to any international destination,
automatic address verification which improves accuracy • You can attach labels using our adhesive document and restrictions by visiting parcelforce.com/countries including the recipient’s email address and telephone
number is really important.
• Select your address and click ‘Continue’. envelopes, available to order from parcelforce.com
using your log in.
2 Support accurate address capture: For more information visit parcelforce.com
and search ‘International Guide’.
2 Choose your service
4 Pre-advice and reporting
• Different countries use different address and
• Select your service and enter the number of parcels postcode formats. Taking a moment to make sure
• Your ad hoc collection request will automatically be arranged • After you have printed all your labels for the day, you are capturing international addresses correctly
go to the tab ‘End of Day’ will significantly improve delivery success rates
with your local depot when you have finished entering your
first delivery details of the day • Click ‘Run EOD Process’. This will automatically generate
the information we need to collect, process and deliver
You can choose to change the collection for a more regular your parcels
or convenient time, or let us know that you intend to drop
your parcel off at a depot or Post Office®.
You can also track your parcels, look at previous shipments,
and generate reports using the archive menu.
8 9
Arranging your collection Tracking your parcels
There are a number of ways that we can collect 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.
• Scheduled collections: If you • Collections from other locations:
know you need us to collect parcels We can collect a parcel for you from • Tracking: • Delay notifications:
from you every day, or on regular any address in the UK – ideal if your Once you’ve given us your parcel, Proactive information in the event of Our friendly and
a significant delay. Available in the UK
days, we will set up a scheduled company operates from more than you, or your customer, can find
experienced customer
collection. This means we will one site, or if your customers need a out where it is, simply by entering
automatically collect from you convenient way to return goods to you the tracking number at
• My Parcel Live: service team is just a
Track the progress of a parcel on
at an agreed time on the days you
• Sending ‘last minute’ parcels:
parcelforce.com
delivery, with a countdown to arrival phone call away on
need us. Your Account Manager
will arrange this for you
Our depots can accept your parcels • Notifications: • Parcelforce app: 03448 00 44 66*,
up to 7pm Monday-Friday for next Available in the UK and worldwide.
• Ad hoc collections: If you send day delivery. Alternatively, you can Let your customers know when their
Set a personal profile, manage or you can contact
delivery preferences and see parcel
parcels on an irregular basis, drop your parcel at any Post Office® parcel will arrive - with a one hour status updates your Account Manager.
you can arrange a collection branch (latest acceptance times vary). delivery window for UK services
whenever you need one via
• In-flight options: • Proof of delivery:
WDMO, parcelforce.com or by You can see the date, time and the
* Calls may be monitored and recorded Let your customers choose a name of the person who signed for
giving us a call on 03448 00 44 66.*
for training purposes. Local call rates different delivery day or address. the delivery. For international delivery,
As long as you do so by 1pm, we’ll apply. Call costs may vary depending on Available in the UK and most named confirmation is available for
collect your items that same day your service provider.
European destinations your parcels on parcelforce.com
or on our Dashboard.
10 11Invoicing your parcels Understanding your invoice
Your invoice will show a summary of • The price in your trading agreement 1 T reference numbers
Invoice
Invoice number
0000000000
the total number of parcels that you’ve is the basic price agreed for each
sent and the total price, including service, excluding VAT. Any extras will
You can trust us to be • These show your UK Customer account number
0000000000 / 0000000000
Invoice date
01/01/2015
page
any surcharges. It will also include an appear on your bill as surcharges. transparent about our shipments summarised by 2 of 2
delivery zone and service.
individual breakdown of international
Our international services are priced pricing and you can speak Your customer service report
Consignment Date
Zone
Service
Destination
Quantity Weight (kg) Net Value Gross Value VAT
Code
consignments.
on the weight of the parcel, or its to your Account Manager has the full breakdown of
T123456 01/01/2015 Parcelforce 24
UNITED KINGDOM
1 1.20 £000.00 £000.00 T 1
•
Your customer service report volumetric weight (i.e. the space it
if you have any questions each one.
T123456 01/01/2015 Parcelforce 24
UNITED KINGDOM
84 428.60 £000.00 £000.00 T
will show you the cost breakdown, occupies), whichever is the greater. Total Parcelforce 24 85 429.80 £000.00 £000.00 T
including surcharges, for every Full details are available at or call our billing team on Total UK Parcels 85 429.80 £000.00 £000.00
UK consignment parcelforce.com/customerinformation 2 E reference numbers EK123456GB 01/01/2015 EURO PRIORITY - BUSI 1 4.65 £000.00 £000.00 E 2
03448 00 44 66.* FRANCE
• We invoice your UK parcels once • These are international Total
Total
EURO PRIORITY - BUSI
International VAT= T
1
1
4.65
4.65
£000.00
£000.00
£000.00
£000.00
T
T
we’ve delivered them. This means shipments and are shown
EK123456GB 01/01/2015 EURO PRIORITY - HOME 1 9.85 £000.00 £000.00 E
that some parcels – particularly individually on your invoice. PORTUGAL
* Calls may be monitored and recorded EK123456GB 01/01/2015 EURO PRIORITY - HOME 1 4.62 £000.00 £000.00 E
those sent near the end of your FINLAND
for training purposes. Local call rates EK123456GB 01/01/2015 EURO PRIORITY - HOME 1 2.85 £000.00 £000.00 T
invoicing period – could be included apply. Call costs may vary depending on Whilst we do still send out FRANCE
EK123456GB 01/01/2015 EURO PRIORITY - HOME 1 28.00 £000.00 £000.00 T
on the following month’s invoice your service provider. paper invoices, these are IRELAND
Total EURO PRIORITY - HOME 4 45.32 £000.00 £000.00 T
available online through a Total International VAT= T 4 45.32 £000.00 £000.00 E
simple registration process T123456 01/01/2015 Parcelforce 24 7 106.10 £000.00 £000.00 T
SCOTTISH MAINLAND ZONE 1
on parcelforce.com, where Total Parcelforce 24 7 106.10 £000.00 £000.00 T
you will also find customer Total International VAT= T 7 106.10 £000.00 £000.00 T
service reports. Total International 12 156.07 £000.00 £000.00
12 13When the Proper packaging is really important
• If your goods are not packaged
About our compensation
• On most of our services a fixed
About our refunds for delay
• If we fail to meet a guaranteed*
unexpected
properly and become damaged, level of compensation cover for loss delivery time, we’ll refund between
any compensation cover on the and damage is included in the price 25% and 100% of the delivery cost,
service will not be applicable you pay. This ranges from £25 to depending on the service used.
happens
£200 per parcel, depending on the Please refer to page 17.
• e often request photos of
W
service used. See page 17
the damaged contents and the
*Guarantee Definition: A refund of the whole
packaging used when deciding • Enhanced compensation to a
or a proportionate part of the consignment
charges in the event of late delivery in line
whether to pay a claim for damage. maximum of £2,500 is available
with our Conditions of Carriage. Delivery
Despite our best efforts, things We may in some cases arrange an for an additional fee time begins from date of collection.
inspection of the damaged item.
occasionally go wrong. Should a parcel
ever become lost or damaged, we want Please ask your customer to keep
• We don’t pay compensation for
some items, especially those that
it to be as easy as possible for you to the parcel and its packaging until
are prohibited, fragile, perishable or
find out what’s happened – and seek your claim is settled.
very valuable. To check which items
compensation if appropriate.
are excluded from compensation
please visit parcelforce.com/
Our experienced team customerinformation
investigates every single • For some international destinations,
claim. We aim to be there is no compensation payable
for any service. The countries to
transparent and fair in which this restriction applies can
our decision making. vary, so please refer to
parcelforce.com/countries
14 15How to claim compensation Services
Compensation rates available for loss or damage
Maximum inclusive
Additional compensation
available for 80p plus VAT per
Maximum
total cover
Refunds for delay
Refund if not delivered on or
before the stated delivery day, or
compensation £100 of cover (up to a maximum
£2500 later than the stated delivery time+
of £2500)
• Claims can only be made by the • For damage claims, please ask the sameday £2500 N/A
sender (or the party who paid for recipient to keep the contents and
the service). You can claim online packaging for us to look at and, if
For very high value express9, 10, AM £200 100%
at claims.parcelforce.com possible, take some photos of the goods, enhanced expressPM £200 100%
express24 £100 50%
• We allow more time to make a damaged item and its packaging compensation is express48, express48large £50 N/A
claim than most carriers, however • For loss claims, we always require the available up to a expresscollect £100 N/A
there are time limits. All claims recipient to complete and return a UK pallets24, 48 and 72 RHA †#
100%
must be received within 30 days of signed disclaimer stating that they maximum of £2500 globalexpress £200 100%
despatch, except globalexpress have not received their goods. This per consignment. irelandexpress £200 100%
(15 days) and globalvalue/HM Forces is to protect our customers and our globalpriority £100 25%
(BFPO) (120 days) business against potential fraud. europriority £100 25%
• You will need to provide information, europriority import
globalpriorityreturn
£100
£100 (loss only)
N/A
N/A
including parcel number, proof of
despatch and cost price or proof globalvalue £50 N/A
globalbulk direct
£25 per parcel N/A
of value
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, europriorityimport, globalvalue, globalbulkdirect and globalbulk services where † Compensation for loss or damage is at the level set by the Road Haulage Association.
Parcelforce Worldwide does not undertake to deliver (nor make available for collection, where relevant) by a ‡ Compensation for loss or damage is at the level set by “Convention relative au transport
set time, or within a time window. international de marchandises par route”.
# Enhanced compensation is available on request for pallets24, pallets48 and pallets72.
16 17For more information visit parcelforce.com
or call 03448 00 44 66*
* Calls may be monitored and recorded for training purposes. Local call rates apply.
Call costs may vary depending on your service provider.
18 19For more information visit parcelforce.com or call 03448 00 44 66*
January 2019 PW 1650/18 EB
Calls may be recorded and monitored for training purposes. Local call rates apply. Call costs may vary depending on your service provider.
*
arcelforce Worldwide and the Parcelforce Worldwide Globe Logo are trade marks of Royal Mail Group Ltd. © Royal Mail Group Ltd 2019.
P
All rights reserved. Parcelforce Worldwide is a trading name of Royal Mail Group Ltd. Registered in England and Wales, number 4138203,
registered office: 100 Victoria Embankment, London, EC4Y 0HQ. Parcelforce Worldwide is a GLS network partner.You can also read
