1.0 Overview | 4 |
2.0 Included Services | 5 |
1 | 5 |
2 | 5 |
2.1 Delivery Speeds | 5 |
2.2 Service Coverage | 6 |
2.2.1 Delivery Zone Postcodes | 6 |
2.3 Weights and Dimensions | 6 |
2.4 Delivery Confirmation | 7 |
1 | 7 |
2 | 7 |
2.1 | 7 |
2.2 | 7 |
2.3 | 7 |
2.4 | 7 |
2.4.1 Proof Of Delivery (POD) | 7 |
2.4.2 Signature | 8 |
2.4.3 Optional Guaranteed Signature | 8 |
3.0 Item Detail | 9 |
3 | 9 |
3.1 Delivery Details | 9 |
3.1.1 Addressing Standards | 9 |
3 | 10 |
3.1 | 10 |
3.1.1 | 10 |
3.1.2 Addressing Standards | 10 |
3.2 Shipment Options | 10 |
3.2.1 Despatch Date | 10 |
3.2.2 Customer Number | 10 |
3.3 Package Details | 10 |
3.3.1 Weight | 10 |
3.3.2 Dimensions | 11 |
3.4 Item Contents | 11 |
3.4.1 Prohibited Items | 11 |
3.4.2 Restricted Items | 11 |
3.2 | 12 |
3.3 | 12 |
3.4 | 12 |
3.5 | 12 |
3.5.1 | 12 |
3.5.2 | 12 |
3.4.3 Dangerous Goods packed as Limited Quantities (LQ) | 12 |
4.0 Preparing your items | 13 |
3 | 13 |
4 | 13 |
4.1 Labelling | 13 |
4 | 13 |
4.1 | 13 |
4.1.1 Address & Tracking Labels | 13 |
4.1.2 “Orientation Arrows” - Liquids | 13 |
4.1.3 Labelling Dangerous Goods packaged as Limited Quantities | 13 |
4.2 Item Packaging | 14 |
5.0 Manifesting | 15 |
5 | 15 |
6.0 Presentation | 16 |
6 | 16 |
6.1 Segregation | 16 |
1. | 16 |
2. | 16 |
3. | 16 |
4. | 16 |
5. | 16 |
5.1. | 16 |
5 | 16 |
6 | 16 |
6.1 | 16 |
6.1.1 Postal Services | 16 |
1. | 16 |
2. | 16 |
3. | 16 |
4. | 16 |
5. | 16 |
5.1. | 16 |
5.1.1. | 16 |
6.1.2 Courier Services | 16 |
6.2 Tray Cards | 16 |
6. | 16 |
7. | 16 |
8. | 16 |
9. | 16 |
10. | 16 |
10.1. | 16 |
10.2. | 16 |
6.2 | 16 |
6.2.1 Postal Services | 16 |
6.2.2 Courier Services | 16 |
6.3 Consumables | 17 |
11. | 17 |
12. | 17 |
13. | 17 |
14. | 17 |
15. | 17 |
15.1. | 17 |
15.2. | 17 |
15.3. | 17 |
6.3 | 17 |
6.3.1 Reordering Consumables | 17 |
7.0 Collections | 18 |
7 | 18 |
7.1 Collection times | 18 |
16. | 18 |
17. | 18 |
18. | 18 |
19. | 18 |
20. | 18 |
21. | 18 |
21.1. | 18 |
7 | 18 |
7.1 | 18 |
7.1.1 Changing a collection time | 18 |
7.1.2 Changing or adding a collection location | 18 |
7.2 Customer Health and Safety procedures | 18 |
7.3 Unloading and handover at customer premises | 19 |
7.4 Contingency | 19 |
8.0 Delivery | 20 |
8 | 20 |
8.1 Item Tracking | 20 |
22. | 20 |
23. | 20 |
24. | 20 |
25. | 20 |
26. | 20 |
27. | 20 |
27.1. | 20 |
8 | 20 |
8.1 | 20 |
8.1.1 Despatch Manager | 20 |
8.1.2 Consumer Portal | 20 |
8.1.3 Email Notifications | 20 |
8.1.4 Tracking Files | 21 |
8.1.5 Tracking Links | 21 |
5 | 21 |
6 | 21 |
7 | 21 |
7.1 | 21 |
1 | 21 |
2 | 21 |
3 | 21 |
4 | 21 |
5 | 21 |
6 | 21 |
7 | 21 |
8 | 21 |
8.1 | 21 |
8.2 Address Queries & Requests for Information | 21 |
8.3 Delivery Delay | 21 |
1 | 21 |
2 | 21 |
3 | 21 |
4 | 21 |
5 | 21 |
6 | 21 |
7 | 21 |
7.1 | 21 |
7.2 | 21 |
8.2 | 21 |
8.3 | 21 |
8.3.1 Postal Services | 21 |
8.3.2 Courier Services | 22 |
1 | 22 |
2 | 22 |
3 | 22 |
4 | 22 |
5 | 22 |
6 | 22 |
7 | 22 |
8 | 22 |
8.1 | 22 |
8.2 | 22 |
8.3 | 22 |
8.4 Delivery Attempts | 22 |
7 | 22 |
8 | 22 |
8.5 Delivery Success | 22 |
1 | 23 |
2 | 23 |
3 | 23 |
4 | 23 |
4.1 | 23 |
4.2 | 23 |
4.3 | 23 |
4.4 | 23 |
8.4 | 23 |
8.5 | 23 |
1 | 23 |
2 | 23 |
3 | 23 |
4 | 23 |
5 | 23 |
6 | 23 |
7 | 23 |
8 | 23 |
8.1 | 23 |
8.2 | 23 |
8.3 | 23 |
8.4 | 23 |
8.5 | 23 |
8.6 Denial of Receipt | 23 |
8 | 23 |
9 | 23 |
10 | 23 |
11 | 23 |
12 | 23 |
13 | 23 |
14 | 23 |
14.1 | 23 |
14.2 | 23 |
8.6 | 23 |
8.6.1 Postal Services | 23 |
8.6.2 Courier Services | 23 |
7 | 23 |
8 | 23 |
8.6 | 23 |
8.7 Refused Delivery | 23 |
8.8 Undelivered Items | 23 |
7 | 23 |
8 | 23 |
8.5 | 23 |
8.6 | 23 |
8.7 | 23 |
8.8 | 23 |
8.8.1 Postal Services | 23 |
8.8.2 Courier Services | 24 |
8.9 Replacement Items | 24 |
7 | 24 |
8 | 24 |
9.0 Invoicing | 25 |
9 | 25 |
7 | 25 |
8 | 25 |
9 | 25 |
9.1 Postal Services | 25 |
9.1.1 Non Compliance | 25 |
9.2 Courier Services | 25 |
9.2.1 Per Item Billing | 26 |
7 | 26 |
8 | 26 |
9 | 26 |
9.1 | 26 |
9.2 | 26 |
9.2.1 | 26 |
9.2.2 Consignment Billing | 26 |
7 | 26 |
8 | 26 |
9 | 26 |
9.1 | 26 |
9.2 | 26 |
9.2.1 | 26 |
9.2.2 | 26 |
9.2.3 Known Surcharges | 26 |
9.2.4 Reversions | 27 |
9.2.5 Unknown Surcharges | 27 |
9.3 Querying an Invoice | 27 |
10.0 Forecasting | 28 |
7 | 28 |
11.0 Supporting You | 29 |
9 | 29 |
10 | 29 |
11 | 29 |
11.1 Implementation | 29 |
11.2 Customer Services | 29 |
10 | 29 |
11 | 29 |
11.1 | 29 |
11.2 | 29 |
11.2.1 Raising queries and issues | 29 |
11.3 24/7 Technical Support | 30 |
11.3 | 30 |
11.3.1 When to call | 30 |
11.3.2 Unsupported Issues | 30 |
11.3.3 Raising a query | 30 |
11.3.4 Priority Levels | 31 |
7 | 31 |
8 | 31 |
9 | 31 |
10 | 31 |
11 | 31 |
11.1 | 31 |
11.2 | 31 |
11.3 | 31 |
11.3.1 | 31 |
11.3.2 | 31 |
11.3.3 | 31 |
11.3.4 | 31 |
11.3.5 Escalations | 31 |
12.0 Procedures for handling non-compliant items | 32 |
8 | 32 |
10 | 32 |
11 | 32 |
12 | 32 |
12.1 Item Details | 32 |
12.2 End of Day Manifest | 35 |
12 | 35 |
12.1 | 35 |
12.2 | 35 |
12.3 Presentation | 35 |
12.4 Collections & consumables | 39 |
12.5 Delivery | 39 |
13.0 Glossary | 40 |
Appendix A – Example Tracking Label | 42 |
Appendix B – Example Tray Card | 43 |
Appendix C – Example Tracked Container Card | 44 |
Appendix D – Example Premium Tracked Container Card | 45 |
Appendix E – Example Forecasting Template | 46 |
Appendix F – Example Invoice | 47 |
Appendix G – Suggested Fixed Weights & Dimensions | 48 |
Appendix H – Normalised Tracking Events | 49 |
Appendix I – Additional Transit Days | 51 |
Tracked 48 | 51 |
Tracked 72 | 52 |
B2B48 | 52 |
Appendix J – Prohibited & Restricted Items | 53 |
Appendix K – “Orientation” Arrows | 60 |
Appendix L – LQ Labels | 61 |
Appendix M – Example Authority Letter | 62 |
Version Control | 63 |
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