Customer notifications. Keeping you informed

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Clifton Jefferson
5 years ago
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1 Customer notifications Keeping you informed

Keep your customers informed, tell them it's coming Providing visibility via our notification suite to keep customer s informed about their delivery through SMS and email messaging, clients can take

All we need is an email or mobile number and we will do the rest.

Then an estimated one hour delivery window notification on the morning of the delivery. 3 An optional You re next notification when the driver is one delivery away.

2 Keep your customers informed, tell them it's coming Providing visibility via our notification suite to keep customer s informed about their delivery through SMS and messaging, clients can take advantage of our free Delivery Notifications by providing us with the customer s address and mobile phone number at the point of despatch. All we need is an or mobile number and we will do the rest. 1 2 Firstly pre delivery notification with the option to amend the delivery using the Change it options sent following collection of the parcel. Then an estimated one hour delivery window notification on the morning of the delivery. 3 An optional You re next notification when the driver is one delivery away. Pre delivery notification Specified at the point of despatch an SMS or notification will be generated on receipt of the manifest data into our operating system. The notification includes the order reference number and the UK Mail consignment number and confirms the delivery due date. If the customer wishes to take advantage of the Change it options available via the Managed My Delivery section of UKMail.com, the link contained within the notification pre populates the consignment number. All the customer then needs to do is enter their delivery postcode as a data protection check. 2

One hour delivery window Following driver loading, a notification containing a one

The notification will be sent by both SMS and email where the client has provided

notification or via the Manage my delivery section of UKMail.

3 One hour delivery window Following driver loading, a notification containing a one hour estimated delivery window is generated. The notification will be sent by both SMS and where the client has provided both. You re next On the day of delivery and available either via a link from the ETA notification or via the Manage my delivery section of UKMail.com, the customer is able to select to receive a You re next notification when the driver is one stop away, typically 5-15 minutes before their delivery. 3

In transit Follow my parcel is UK Mail s live online route tracker that enables the customer to view the UK Mail driver

4 Driver delayed In the unlikely event of a driver being delayed on route, a notification will be sent to the customer 15 minutes after the close of the delivery window advising that the driver has been delayed. In transit Follow my parcel is UK Mail s live online route tracker that enables the customer to view the UK Mail driver making his way to their address. The online tracker shows how many drops the driver has on the route and which drop the driver is at throughout the journey. 4

Not at home? Where the driver completes a delivery to anything other than the specified delivery address, a Driver calling card will be completed and left for the customer.

5 Not at home? Where the driver completes a delivery to anything other than the specified delivery address, a Driver calling card will be completed and left for the customer. A notification will be sent confirming either the neighbour details or the left safe location. Dependent on the Delivery Choice selected at the point of despatch, the driver will 1 2 For our default YYY service obtain a signature to either the specified delivery address or neighbour. For our YYY/SAFE service leave at the specified delivery address or obtain a signature from the neighbour. 3 For our NYN service obtain a signature to the specified delivery address. 4 For our LPS Inflight service leave a Parcel Shop calling card with the address and details for collecting the parcel. UK Mail Notification When a driver leaves a Parcel Shop calling card, the below notification is sent: Our driver came at 10:51 today. As you werent in we have delivered to your local parcel shop and left your card reference stating the address SMS 10:52 5

6 Pass My Parcel Once the parcel has been received at the Parcel Shop, Pass My Parcel will then send the below notifications. Notification 1 Your parcel is being returned to the sender Good news! Your parcel from UK Mail has been delivered to your Pass My Parcel and is ready for collection. Please remember to take your along with you when your parcel. parcel shop P : <pick up code> <pick up barcode> BARCODE TO SCAN IN STORE When collecting your parcel please make sure to bring photographic ID and proof of address as this may be required by the parcel shop. The parcel shop address is: <Store Name>, <Store Address 1>, <Store Address 2>, <City>, <Postcode> To see the opening times and directions to your Pass My Parcel please visit: parcel shop Please note, we will keep your parcel at this location for 7 days, after which it will be returned to sender. Thank you. Your Pass My Parcel team Smiths News Trading Limited t/a Pass My Parcel Registered Number England. ark, Swindon, Wiltshire SN2 8UH. Pass My Parcel provides pick up, drop off and returns services on behalf of UKMail. Your legal relationship for the sale of goods remains with UKMail or the relevant retailer. For more information regarding how to return or deliver your goods using Pass My Parcel please refer to your retailer or For information about how we process data and monitor communications please see our Privacy Policy. 6

7 Notification 2 Your parcel is being returned to the sender Let us know if you ve already picked up your parcel and say goodbye to any further reminders it s easy, just click here. Just a quick nudge Your parcel from UK Mail has been delivered to your and is ready for you to collect. Please remember to take your along with you when your parcel. P : <pick up code> <pick up barcode> BARCODE TO SCAN IN STORE When collecting your parcel please make sure to bring photographic ID and proof of address as this may be required by the. The parcel shop address is: <Store Name>, <Store Address 1>, <Store Address 2>, <City>, <Postcode> To see the opening times and directions to your Pass My Parcel please visit: parcel shop Please hurry, your parcel will be returned to within x days. sender if it s not collected Thank you. Your Pass My Parcel team Smiths News Trading Limited t/a Pass My Parcel Registered Number England. ark, Swindon, Wiltshire SN2 8UH. Pass My Parcel provides pick up, drop off and returns services on behalf of UKMail. Your legal relationship for the sale of goods remains with UKMail or the relevant retailer. For more information regarding how to return or deliver your goods using Pass My Parcel please refer to your retailer or For information about how we process data and monitor communications please see our Privacy Policy. 7

8 Notification 3 Your parcel is being returned to the sender Sorry that you ve not been able to collect your parcel in time. Your parcel from UK Mail is being returned to the sender and we now advise you to contact them directly to re-arrange delivery. Thank you. Your Pass My Parcel team Smiths News Trading Limited t/a Pass My Parcel Registered Number England. ark, Swindon, Wiltshire SN2 8UH. Pass My Parcel provides pick up, drop off and returns services on behalf of UKMail. Your legal relationship for the sale of goods remains with UKMail or the relevant retailer. For more information regarding how to return or deliver your goods using Pass My Parcel please refer to your retailer or For information about how we process data and monitor communications please see our Privacy Policy. 8

9 Notification 4 Your parcel is being returned to the sender... We can con irm your parcel has now been returned to UK Mail t is no longer at your local parcel shop. o Thank you. Your Pass My Parcel team Smiths News Trading Limited t/a Pass My Parcel Registered Number England. 9

Delivery successful Left with neighbour Delivery successful Left in safe place Delivery exception notification Driver calling card left Your delivery driver attempted delivery to you at

In the event that the driver is unable to complete the delivery, a Driver calling card will be completed and left for the customer.

10 Delivery successful Left with neighbour Delivery successful Left in safe place Delivery exception notification Driver calling card left Your delivery driver attempted delivery to you at 10:05 today. We have left you card reference Visit com/ to manage your delivery. In the event that the driver is unable to complete the delivery, a Driver calling card will be completed and left for the customer. A notification will be sent confirming the card reference number and the link to the Manage my delivery section of UKMail.com. The customer will be instructed to visit Manage my delivery at UKMail. com, enter the card reference number and delivery postcode and select from the Change it options available. 10

Collection exception notification Driver calling card left Your collection driver attempted collection from you at 10:05 today but unfortunately there was no answer.

11 Collection exception notification Driver calling card left Your collection driver attempted collection from you at 10:05 today but unfortunately there was no answer. Change it options At every point in the journey we provide the customer with options to ensure that they are able to receive their delivery through our Change it options. The options available are configured at client account level so that we can be assured that we only offer the options that have been agreed. Collect from Local Parcel Shop Collect from depot - if any of the previous options do not fit, the customer can choose to collect their parcel from their local UK Mail depot. Leave in a safe place - the option to leave the parcel in a safe place. Leave with a neighbour - the option to leave with a neighbour if the customer isn t at home to accept delivery. Change the date - rearrange delivery to a more suitable date. 11

12 Sales note Manifest data On despatch the client will be required to enter via a mobile number or address in the pre delivery notification field and to specify either P or E. The pre delivery notification is triggered by the P/E field. The ETA notification will send regardless providing a mobile number or address has been provided. Configurable fields IT Ticket required to request changes. Field Reason Notification name Notification only sent when scanned in UK Mail network Notification generation times Change It Options If not set the notifications will not contain the name of the client To ensure that customer s only receive notifications regarding consignments that we have actually received into the network, this field should be set if there is a possibility that we could receive manifest data but no parcels By default is applied. This can be extended to By default all Change it options will be available to the customer fields are YYY, YYY/SAFE, NYN/LPS, collect from depot, change of delivery date Notification Configuration The pre delivery notification can be configured at client level but is recommended that the default is used where possible. Requests for configuration are to be submitted on an IT ticket. All other notifications are global with the only configurable field being the notification name. Notification Suite Our notification suite together with our Change it options, the You re next and In transit' gives the customer complete visibility of their pending delivery and our client the peace of mind that their client s needs are being met. 12

13 Notification trigger points Collection point Onto collection van scan 1 st notification sent NB For clients with bulk or trailer collections 1 st notification sent after scan at collection site/ryton Collect from Local Parcel Shop Rearrange delivery to my address Collect from UKM Depot Leave in a safe place Leave with neighbour Change delivery day Collect from UKM Depot Collect from Local Parcel Shop Onto delivery van scan - 1 hour notification sent Delivery depot NB The customer options are client specific You re next option selected online If ETA will not be met an SMS or notification will be sent to the customer You re next notification triggered when driver is just one stop away Customer not in? Card left NB The customer Change it options are client specific Collect from Local Parcel shop Rearrange delivery to my address Collect from UKM Depot UKM

Log on to iconsign.ukmail.com via Internet Explorer or Firefox and sign in with your address & password then click on the Log-In Box.

Basic UK Mail Guide Log on to iconsign.ukmail.com via Internet Explorer or Firefox and sign in with your email address & password then click on the Log-In Box. You will be prompted to configure your printer