online proceduresshipping – for online shipping … · information on packaging can be found in...

PROCEDURES Online Shipping – For Online Shipping Agents

To be referred to by Online Shipping Agents only when processing non-account customer shipments

Introduction ................................................................................................................. 1 Login ................................................................................................................................................................. 2 Home Page ...................................................................................................................................................... 3 Customer Estimate ....................................................................................................................................... 4 Weight, Dimensions and Special Handling .......................................................................................... 5 Step 1 – Shipment Information ................................................................................................................ 6 Step 1 – Hold For Pickup ............................................................................................................................ 8 Step 2 – Shipment Details .......................................................................................................................... 9 Step 2 – US/International Shipments ................................................................................................... 10

What documents do you need? .............................................................................................. 11 Select other Customs Documentation ................................................................................. 12 Payment Identifier ....................................................................................................................... 13

Step 2 – Shipment Cost Estimate ........................................................................................................... 14 Step 3 – Shipment Confirmation ........................................................................................................... 15 Customer Receipt ....................................................................................................................................... 16 Cancelling Shipments ................................................................................................................................ 18 Reprinting Shipping Documents ........................................................................................................... 19 Reports ........................................................................................................................................................... 20 Processing Customer Refunds ................................................................................................................ 21 Frequently Asked Questions .................................................................................................................... 22

Purolator confidential - for internal use only, Last Updated: 7/30/13, Wendy Bridger, Copyright © 2011 Purolator Inc.

mailto:[email protected]

PROCEDURES Online Shipping – For Online Shipping Agents

Introduction Agents set up with Online Shipping are to use this section for the purpose of processing non-account customer shipments via Purolator’s online shipping Benefits of Implementing Online Shipping: • Reduction in the time spent pricing shipments and increased accuracy of shipment costs • Increased accuracy of service options, upgrades and transit times available to destination • Eliminate the hassle of sending in payment collected from shipper to Purolator • Increased flexibility of payment options for the customer. The customer will be able to pay for

shipment in any form that is accepted at your location, i.e. credit card, direct debit, etc… • Increased accuracy of compensation for processing non-account shipments • Elimination of recording non-account shipments into the Agent Daily Shipping Report Process Summary - Processing Non-account Shipments • Customer presents non-account shipment • Agent logs into online shipping at purolator.com to process shipments

o Enter the username and password provided • Print bill of lading and affix to package(s) with clear label envelope • Payments collected from customers are kept by the agent

o Giving the customer the flexibility to pay for their shipments in any form that is accepted at your location

• Agent receives monthly invoice from Purolator for online transactions processed o Agent submits payment to Purolator for invoice

Things to remember • Do Not record non-account shipments on the Agent Daily Shipping Report.

o The reporting measures we have in place will ensure your compensation is calculated correctly.

• Should the internet ever go down you will be required to process each non-account shipment on manual bills of lading.

o In this event, please ensure you enter your online shipping account number in the ‘Sender Account No.’ section in the top left hand corner of the manual bill of lading.

Purolator confidential - for internal use only, Last Updated: 7/30/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 1


Online Shipping – For Online Shipping Agents

Login To access Online Shipping visit: www.purolator.com Step 1 Enter Username Step 2 Enter Password Step 3 Click ‘Login’ or hit the enter key



http://www.purolator.com/


Home Page Choose from:

• Create a shipment destined within Canada • Create a shipment for a U.S. or international destination • Get an estimate • Track a package




Customer Estimate This option can be used when customers are making general inquiries or simply looking for an estimate.

• Select destination country • Fill in destination postal/zip code • Select date of shipment • Enter number of pieces and total shipment weight • Select package type under ‘Packaging’ • To enter weight and measurements, click on ‘For a more accurate estimate’

Note: a pop-up will open (see next page for details) • Enter amount in declared value field if customer wants coverage • Click ‘Estimate’

Information on Packaging can be found in the Delivery and Specialized Services section of your Shipping Agent Manual or at http://www.purolator.com/en/ship-track/shipping-services/delivery-services/canadian-delivery-services.page?



http://www.purolator.com/en/ship-track/shipping-services/delivery-services/canadian-delivery-services.page?

http://www.purolator.com/en/ship-track/shipping-services/delivery-services/canadian-delivery-services.page?


Customer Estimate (cont’d) Online Shipping Estimate pop-up

Enter weight & dimensions • Establish each package’s incremental weight and round up to the nearest whole number (e.g.

15.1 lbs rounds up to 16 lbs). • Establish each package’s dimensions, rounded up to the nearest whole number making sure to

measure to the highest point (e.g. overstuffed box) • For shipments that meet Purolator’s Special Handling† requirements, click the ‘Special Handling’

checkbox • Click ‘Add Row’ for additional pieces • Click ‘Save’

† See Special Handling for details




Step 1

Under ‘SHIP FROM’ For shipments in Canada:

• Enter the customer’s name • Enter the customer’s phone number

NOTE: The Agent store address will already be pre-populated for domestic shipments and should not be changed Select ‘Clear’ to make any changes For Shipments destined for International points (including the U.S.):

• Enter the customer’s complete name, address and phone number

Note: If you do not enter the customer’s information for International shipments (including the U.S.), you risk delaying the shipment.




Step 1 Under ‘SHIP TO’: Enter the Receiver’s information. You are required to enter the Country and then Postal/Zip Code of the destination before entering the address.

• This helps with the auto-completion functionality and will speed up your processing time. Tip: Use the “Postal Code Lookup” if the customer does not have the receiver Postal/Zip Code.




Hold for Pickup (HFPU) – Domestic shipments only If the customer would like the shipment to be held at one of our retail or agent locations, click on the HFPU option. Once the HFPU checkbox has been selected, a pop-up screen will appear which allows the selection of the location where the shipment will be held. Enter the postal code and select the kilometer radius.




Step 2 Under ‘SHIPMENT DETAILS’ Select:

• Package Type • Service

For document shipments, click on ‘Documents Only’ checkbox (International Shipments only (including the U.S.)). Under ‘PACKAGE DETAILS’ Enter:

• Weight and measurements for any non-envelope shipment. • Click ‘Add Piece’ or ‘Copy Last Piece’ for additional pieces. Continue to do this until all pieces are

entered. • If customer would like to add coverage, enter the amount in the declared value field. • For shipments that meet Purolator’s special handling requirements, click the ‘Special Handling’

checkbox. • Select any additional services.

Under ‘REFERENCES INSTRUCTIONS’ (Optional): • If the customer would like to provide special instructions to the courier, they can be entered in the

‘Special Instructions for Delivery’ field. Under ‘NOTIFICATIONS’ (Optional):

• Click on ‘Edit’ if the customer would like to include e-mail address(es) for advanced shipment notification.




Step 2 (US/Int’l Shipments) For US / International Shipments Only Enter the description of the contents for International shipments (including the U.S.) and click ‘SAVE’. For additional content, click on ‘INSERT ROW’.

• Product Code and Harmonized Code is not mandatory. • Select customs documents required for shipment by clicking in the designated box.

Customs Documents to be Generated: • Click on ‘What documents do you need?’ if you do not know what to select. • The Customs Invoice will already be selected. If the customs form you require is not listed,

choose ‘Click to select other Customs documentation not listed’. • If the customer decides to use a manual commercial invoice (customs invoice), it must match

what is entered online. Import/Export Type:

• Verify the information with the customer and select the appropriate choice. Duty:

• All duties have to be paid by the Receiver. Click ‘NEXT’ to advance to the next screen.




Step 2 cont’d (US/Int’l Shipments) What documents do you need? ’

d (US/Int’l Shipments)




Step 2 cont’d (US/Int’l Shipments) Click to select other Customs Documentation not listed




US/Int’l Shipments Payment Identifier Purolator changed some procedures related to southbound shipments as a response to changes in regulations by the United States Transportation Security Administration (TSA). Purolator introduced a payment identifier label. This applies to all air shipments of more than one pound destined to the United States and internationally. A payment identifier label must be applied to all air shipments weighing more than one pound destined to the United States and internationally originating from Shipping Agents when a payment for freight charges is made. This includes document shipments (i.e. Express Envelope shipments). The label must be applied to the right of the bill of lading.

Example of the payment identifier sticker (not actual size)




Step 2 – Shipment Cost Estimate Provide the customer with a delivery date for their shipment. You have an opportunity to change/upgrade the service type.

Other Benefits of using the ‘Shipment Cost Estimate’ Review the shipment details with the customer before the final step.

Navigation Buttons Use the navigation buttons to go back and edit or process the shipment.

Note: If you are processing the shipment after your clear-time, be sure to add an additional business day to the ‘Estimated Transit Time’.




Step 3 Purolator Online Shipping will automatically print the required number of copies for each document needed to process the shipment.

For shipments within Canada: Only one copy of the Bill of Lading is needed (to be placed on the shipment)

For shipments destined to International Destinations (including the U.S.): One copy of the U.S./Int’l Bill of lading is needed (to go with the shipment) One signed original of the customs form is needed (to go with the shipment). Be sure to get the customer’s signature in blue ink!




Customer Receipt

Two copies of the customer receipt will automatically print along with the customer’s shipping documents when you click ‘View/Print’. Once you have printed the shipping documents, click on the link in the ‘Finished’ section to return to the main menu.




Customer Receipt continued

Review receipt with customer • Indicate Customer’s method of payment • Have customer sign the receipts • Show customer Terms & Conditions of the shipment • Provide customer with their receipt. Indicate their PIN and tracking information.

Declared Value

Terms & Conditions of carriage

Note: Saturday Service isn’t indicated on the B/L




Cancelling Shipments

Shipments requiring cancellation must be cancelled on the same day they are created. Be sure to cancel all shipments used for training purposes. Shipments must be cancelled on the day they were created, if a customer changes his/her mind about sending a shipment or changes the details of the shipment (address, package type, weight, etc.)




Reprinting Shipping Documents To print the day’s manifest for a summary of the day’s shipping or if you need to reprint any shipping documents : Select Ship & Track

• Reprint Shipping Documents




Reports

Enables tracking of commission earned Select

• My Account • Admin • Reports

Step 1 - Select the account number you require the report for (if more than one). Step 2 - Choose the date range you want to display in the report Step 3 - Choose the type of report you want Click on ‘Generate Report’

Tip: CSV files can be opened with Microsoft Excel




Processing Customer Refunds In an effort to streamline the refund process for non-account customer shipments generated through an Online Shipping Agent location where a service failure has occurred, Purolator has formalized the refund process as outlined below. Refund Process If a customer contacts Purolator for a refund for a shipment processed at an Online Shipping Agent location,

• Purolator will direct the customer to the Agent to obtain their refund for service failures The Agent should:

• Verify the service failure by calling or emailing Purolator Customer Care • Have the customer sign a refund receipt • Refund the amount paid to the customer

The Agent provides their Purolator Head Office contact with the following:

• Confirmation of service failure received from Purolator Customer Care • Copy of the Online Shipping bill of lading, preferably receipt copy • Copy of customer sales receipt • Copy of signed customer refund receipt

Purolator refunds the list amount to the Agent’s account If a customer contacts an Online Shipping Agent requesting a refund, the Agent should verify the service failure with Purolator and should not direct customers to Purolator.




Frequently Asked Questions Q1. Should I record non-account shipments on my Agent Daily Shipping Report? A1. No. You are not required to record PIN details for non-account shipments on the Agent Daily Shipping Report. However, you are to continue recording account customer shipments that are dropped off at your location. When recording account customer shipments, if you do not know the shipper/receiver account number, indicate ‘shipper’ or ‘receiver’ in the account number field

Q2. How can customers pay for the freight charges? A2. Your location will accept and retain payment from the customer, giving the customer the flexibility to pay for their shipment in any form that is accepted at your location. The Agent will receive a monthly invoice from Purolator for online transactions processed

Q3. How do I process a shipment and payment for a Purolator employee? A3. Purolator employee shipments must be processed on a manual bill of lading, indicating the amount paid in the charges field. The employee number must also be indicated on the bill of lading. Both the PIN and payment should be recorded on your Agent Daily Shipping Report and submitted to the courier. Rates can be obtained by calling 1-866-364-1111 (internal use).

Q4. How do I identify a shipment processed after my clear time? A4. Indicate on the customer’s receipt ‘Received after clear’.

Q5. How do I process a shipment if the internet is down? A5. Complete a manual bill of lading, indicating your Online Shipping account number in the ‘sender account no.’ field. Record the customer’s name and phone number with your address in the ‘shipper’ fields. Rates can be obtained by calling 1-866-364-1111 (internal use). You will still retain the payment from the customer and you are not required to record the shipment on the Agent Daily Shipping Report.

Q6. What taxes do I charge? A6. Taxes are based on the destination province.

Q7. Why does my invoice indicate a different weight than what was entered online? A7. The weight charged is calculated based on the measurements you entered. When entering weight & measurements online, be sure to round up and measure to the highest point (e.g. overstuffed box)

Q8. How do I process a shipment after the courier has cleared my location for the day? A8. Make note on the customer receipt, indicating that the shipment was received after clear and that it will incur +1 day transit

