What is DPD 10:00?
Our premium time-critical parcel delivery service ensures your urgent parcels arrive at their destination at the start of the working day.

What is DPD 12:00?
Getting your urgent consignments to your customers before noon the following working day.

What is DPD NEXT DAY?
For assured parcel delivery in the UK before close of business the following working day.

What is DPD TWO DAY?
For those non-urgent parcels that can accept an extra day's transit.

What is saturday?
We will deliver DPD 10:00, DPD 12:00 or saturday only parcels on our saturday service.

My consignments to Switzerland have incurred an extra charge of £25, why is this?
An additional charge of £25 will be made for DPD consignments for Customs clearance for non-EU destinations such as Switzerland, subject to terms of shipment.

Why has the consignment weight been increased on the invoice?
If it is a DPD consignment, please check the dimensions of the parcel sent, as the volumetric weight will apply if greater than the actual weight. Domestic consignments are often check-weighed and if the weight is found to be inaccurate on the consignment note, it will be amended by the depot staff.

Why is there a discrepancy between my invoice and my quoted rate?
If the discrepancy is 50p, please check the delivery postcode as there is a congestion charge for consignments delivered in some areas of London. The postcodes affected are W1, EC1, EC2, EC3, EC4, WC1, WC2, SW1, SE1 and SE11.

Why have all consignments been charged at a higher rate than usual?
It is likely that an annual price increase has been applied. This is an automatic procedure, which will be advised in writing by central sales. Please contact us and we can advise if this is the case and put you in contact with central sales if further information is required.

What is your fax number?
0117 984 8710

How do I query an invoice?
Your first point of contact is the name shown at the top of your invoice.

You can contact us in a number of ways:

• You can complete the query form on this website by clicking here
• The direct telephone number of each query clerk can be found at the top of your invoice
• You can fax your queries to us on 0117 984 8710

Before contacting us with a billing query, please check your quote to ensure that the product and service used has been specifically quoted for. Any product and/or service used, which is not specifically quoted for, will be charged at UK tariff rate.

The general email address is credit@dpd.co.uk.

How do I make a claim?
Following loss or damage to a consignment, you may wish to make a claim for the value of the goods. Details of transit liability can be found in the UK tariff and on the main DPD website by clicking here,

The claim must be logged within 14 days of the date of dispatch and a formal claim must be made within 28 days.

If you have not received a claim form, please contact Customer Services on 0845 9 300 100. They will issue a registered claim form and a reference number, specific to the consignment affected.

For any existing claims, please contact the Claims Department on 0844 824 0510.

Stopped Account
Account has been manually stopped by Cash Collection/Query Resolution clerk; please refer to the credit management department.

Lapsed Account
Account has automatically lapsed following three months of non-use; please refer to the credit management department.

Slid Machine (self label identification machine)
Installed in account holder's premises, enabling customer to produce their own consignment barcode labels.

Manifest
Report of all consignments produced daily on the slid machines detailing product, service and destination.

Offshore
Northern Ireland, Republic of Ireland, Channel Isles, Isle of Man and Scottish Highlands and Islands. Offshore does not apply to mainland Europe.

How do I cancel a consignment?
You can cancel a consignment by clicking on the "History button" and then click on "click to review". If you then scroll down the page you can click on "cancel"

PLEASE NOTE YOU CAN ONLY CANCEL A CONSIGNMENT BEFORE YOU RUN THE MANIFEST

How do I check an invalid postcode?
If the system is saying that the postcode entered is invalid please check this postcode on the Royal Mail website www.royalmail.com

How do I change my collection address?
Your collection address can be changed by clicking on "my Account" and then "My Details" you can enter the new address details, you confirm this by clicking on "change".

How do I install a thermal label printer?
All thermal label printers are installed by your Account Executive. If you receive one please contact them to arrange a date for the installation.

DO NOT ATTEMPT TO INSTALL THE PRINTER YOURSELVES

If you cannot navigate to certain pages on the website i.e. when you click on a page it keeps asking you to login
Press Ctrl and F5 to refresh the page, this is just your Internet browser looking at old stored pictures.

Who do I contact with a fault with the website?
Please contact the IT Service Desk on 0121 500 2510

What information do I require before contacting the IT helpdesk?
You will require your Login and Password, Account number and example of the problem. The user preferably needs to be in front of a PC with the issue.

Where do I obtain labels for my printer?
Labels for the barcodes can be obtained from our Sales Support Team on 08459 505 505, please have your account number available. (please quote code ZSF54)

Can I despatch parcels to International Destinations?
Yes, in the "create shipment" screen you have got the option to select countries, you will then need to select "DPD parcel" in the product box. NOTE: ship@Ease web only allows international parcels to be sent using DPD Europe by Road service.

What Postcode do I use for the RePublic of Ireland?
No postcode is required for this you just need to select the Republic of Ireland in the country field and enter the address.

What is the maximum weight for the "parcel" service?
The maximum weight for a parcel is 31.5kg, after this weight the consignment must be sent on the "freight" or "pallet" service.

General

How do I optimise my browser to ensure correct usage of the DPD internet services?
Set your browser to support the following settings:

• Enable JavaScript
• Enable cookies
• Enable Graphics

I am logging in to the DPD web site but I cannot use the additional functionality? How do I ensure that my browser isn't rejecting cookies?
To log in correctly to the DPD web site you must accept the "cookie"that is sent by the DPD web server.

How do I prevent former employees from using my company's internet login and password?

You are empowered to change your password on line. It is therefore your company's responsibility to entrust the usage of the log in details to individuals it feels will use them properly.

How do I maintain my log in details?
Choose the LOG ON option from the navigation bar at the top of the page when the Collection or Tracking options have been selected. You can then Click here to change your current password. This will return a screen that allows you to change the password and/or the contact name and telephone number for your collection requests.

What happens if I forget or lose my password?
If either of these situations arise then you will need to contact password.queries@dpd.co.uk, send them your Name, Business address, Account Number, Internet Logon Name and a Contact Telephone Number. You will then be contacted with the details required.

How long will collection requests, Proof Of Delivery (POD) Names and POD images be available on the Internet?
POD images will be retrievable for 90 days, POD information for 90 days and collection requests for 45 days.

What is an exception?
An exception occurs when a consignment has been delayed in its transit or has encountered a difficulty which prevents us from delivering it successfully to the recipient.

What types of delivery exception are there and what is the Exception Management Solutions (EMS)?
There are many reasons why a consignment may be delayed or fail delivery, some of these failures will resolve themselves automatically whilst other failures may require your intervention to correct as we will need information from you, the shipper, as to what to do next. The Exceptions Management Solution (EMS) will pro-actively advise you of any delivery delays in the tab entitled ?For your information?. Undeliverable exceptions that require your intervention will be listed for you in the tab called ?Requires your response?. EMS is both interactive and dynamic, so it provides you with real-time exception information and allows you to communicate your instructions on those that require your response directly to the requesting delivery depot or office.

How often should I check the exception system?
If the exception page is left open, then it will automatically refresh every 5 minutes. The delivery depots or offices can enter a new exception at any point so check at least once or twice per day to ensure you capture all deliveries.

Can more than one person use the system at the same time?
Yes, as many people as you wish can log on at any one time. Each new person that logs on will be asked for their name and contact details so that replies to the exceptions they are dealing with will be forwarded to them.

The Exceptions Management Solution (EMS) has changed, how does it now work?
Our online exceptions management solution has been enhanced to make it clearer and easier to use. It has also been extended to now include international delivery exceptions, so all consignments shipped via the Classic and Air Express services will be listed too.

New Look and Feel ? All the exceptions are organised and listed under separate tabs:

• Requires your response ? This list contains consignments that we are unable to deliver for example if the consignment has been refused, if there is an address query, no response to calling cards or held in Customs for a specific reason. As the shipper we require your instruction as to what to do next, in this tab you will be able to advise us of this.
• Outstanding instructions ? Once you have provided a response, the consignment will be listed in this tab with its latest tracking status. EMS provides dynamic status updates so once we have carried out your instruction, for example to redeliver or return the consignment, it will no longer be listed and the message will close.
• For your information ? This tab is a proactive notification of any delays that have been incurred during the consignment?s transit and consequently may not be delivered within its expected service lead-time. Common reasons can be:

initial delivery attempts which fail because the consignee is absent, mislabels, misroutes, airline delays and regulation Customs delays.

You do not need to respond to these exceptions but you may wish to use this information to tell your consignee that their consignment has been delayed.

• Unresolved collections ? Collections that fail because there is nothing to collect or are carded are listed for you here. In some cases you will be given the option to rebook the previously failed collection with one click of a button.
• New Exception categories ? the consignments listed in the EMS can now be categorised by an exception group to make it easier for you to filter, view and action the information. Simply tick the categories you want to see to define your view.

How long are the exceptions listed for?
The exceptions which require a response will be listed for 48 hours for you to action.  Exceptions posted for your proactive information will automatically refresh once the issue has been resolved and the tracking status updated.

What happens to my consignment if I do not or am unable to respond?
For UK and classic EU shipments, parcels may be returned to sender if no response is received. For Air Express or non-EU classic shipments there may be both return flight cost implications of returning consignments or for releasing from the Customs process, so our International Customer Service team will follow-up the exception on your behalf after 48 hours has elapsed. They will be made aware by our in-country office that a response is required and will contact you by phone or email to assist you in resolving the issue and obtain your instruction.

I used to receive an email each day with international delivery exceptions listed on there, will this now replace this and can I still receive my email?
The emailed report is an historical snap-shot of those consignments which have encountered a delivery exception for the date given i.e. yesterday, last week and so on. The Exceptions Management Solution (EMS) supersedes this report and should be your primary and preferred source of delivery exception information. EMS is a real-time solution which provides you with up-to-date information as it happens and also most crucially allows you to interact directly with the depot or office which is requesting the instruction.

What are the response options available?
There is the possibility to respond in one of 5 ways:

• Redeliver to same address
• Redeliver to an alternative address
• Return to consignor
• Other instructions
• Call me regarding this exception

1. Redeliver to the same address allows you to transmit a request for a new delivery attempt and indicate a date for this to take place. Please be aware however that the date you request is only given as a guide as working days in different countries may differ.

2. Redeliver to an alternative address allows you to request deliver to a different address than the one consigned on the shipment. This address however must be within the same destination country as originally requested and may incur an additional delivery charge. This request allows you to indicate a date to deliver to the new address however this can only be requested as a guide particularly if  the shipment requires moving to a different depot in- country.

3. Return to consignor instructions for Air Express shipments will incur an additional freight charge. Once you have submitted this request a member of our international customer service team will contact you with this information and to obtain your authorisation. Please also be aware that if you issue a return instruction for classic shipments you should allow the outbound transit time e.g. France- 2 days plus a further 24-48 hours for return back into the UK or Ireland.

4. Other instructions is a free text box which allows you to transmit specific details or instructions relating to a redelivery attempt, for example you may wish to provide a door access code or simply a telephone number for the recipient.

5. Call me regarding this exception - If none of the response options is relevant for your consignment then by selecting this option you can request one of our dedicated customer service team to call you back.

What happens once I have responded?
Once you have submitted a response, the details will be transmitted directly to our relevant in-country office or country for action. Please bear in mind that dependant on the different time zones your instruction may not be carried out the same day but carry over until the next working day for that country. You will be able to track the progress of your consignment until successful delivery or return via EMS. The message itself will move locations from the ?requires you response? tab to the ?items with outstanding instructions? tab where it will remain until we have carried out your instruction.

If I have more than one account, how will I see all of the details?
If there is a requirement to view more than one account via the Exceptions Management solution, it is possible for us to enable this for you. Please contact your account manager or our sales support team for more information.

How do I prevent former employees from using my user name and password?
You are empowered to change your password on line. It is therefore your company?s responsibility to entrust the usage of the log in details to individuals it feels will use them correctly.

 

Can We Deliver to a PO Box Address?

No, please see our translations for PO Boxes.

 

What is he purpose of this report?
The on-line exception report will tell you which consignments have failed delivery the previous day for each reason given in our international delivery network. This will allow you to keep up-to-date with the progress of your parcels and to proactively advise your customers as to when they will receive their deliveries. Some of these failures will be for your information only and others may require further instruction from you in order for us to be able to effect successful delivery.

What type of failures will be listed in the report? And when should I reply?
There are many reasons why a parcel can fail delivery. Sometimes the failure will be only for 24 hours and sometimes the failure can only be resolved with your further instruction. Below is a list of the common failure reasons and a recommendation as to what you will need to do.

Failures requiring further instruction or action:

Address query or Unable to Locate ? We may not be able to locate the delivery address from the information you have provided to us because the address information is insufficient or incorrect, the delivery address is a PO Box or delivery to a military installation, or the customer has moved or is closed down.

In instances when parcels are held for this reason we will require further information from you. We recommend that you confirm to us the full delivery address and provide a contact name and telephone number.

Refused ? The receiver has refused delivery of the shipment. This may be for many reasons but. commonly this is because the shipment is too late, not required/ordered, a duplicate or the packing slip or delivery note is missing.

Refused parcels will always need to be given another course of action, for example whether this is to re-attempt delivery with a new order number or return to sender.

Book ? in ? Large warehouses or department stores, which have very busy goods-inwards departments, often require an appointment to be made before delivery can be effected. The goods will normally be held at the delivery depot whereby the book-in clerk will contact the delivery address and ask for an appointment.

Order or reference numbers will often need to be provided at the time of making the book-in and therefore may be required to be sent to us as a reply.

Invoice Required ? For customs purposes, all parcels to non-EU countries must be accompanied by an invoice. If this documentation is missing at the export gateway then we will hold the consignment, as this is a mandatory requirement for exportation.

In this instance it is recommended that you fax through a legible copy of a proforma or commercial invoice to the customer service team on 0844 824 0542 and post an instruction that you have done so.

No VAT Number ? It is a requirement for us when exporting to Norway via the DPD road service that the receiver?s VAT number is present on the customs invoice.

If this information is missing then we will hold the consignment at the export gateway until it is received.

Failures for your information only:

Calling Card Left? This indicates that the receiver has not been present on the first or subsequent attempts to receive the parcel. Normally a card is left at the delivery destination requesting confirmation of the receiver?s presence so that redelivery may be re-attempted.

Generally, no further information will be needed for this reason as the receiver will re-arrange delivery directly with the local depot or customer service team. We would however advise you to contact your customer and remind them that there is a parcel awaiting delivery to them.

Misload/Misroute ? On rare occasions, a parcel may be loaded onto the incorrect trailer and may suffer a delay whilst being re-routed to the correct destination.

Mislabel/ Postcode error ? When we receive an address with an incorrect postcode, this is considered as a mislabel. Mislabels will generally be re-routed by the receiving depot and will therefore arrive 24 - 48 hours later, dependant on the delivery destination.

No Time Available ? the parcel has gone out for delivery but the driver has run out of legal driving time and therefore has had to return the parcel to the depot undelivered.

What will happen if I do not send a reply to an ?un-deliverable? parcel?

Every endeavour will be made by our depots and customer service teams to locate the correct information to aid delivery. Sometimes however we will not always be able to obtain this information without your assistance, which is why we would recommend your instruction. Parcels, which fail delivery, will be held in the local delivery depot for 5 working days. If this limit expires and no further information has been received we will return the parcel to sender.

If you have a question not listed above please click here.