- Our products explained
- Your invoice explained
- Glossary of terms
- ship@ease - FAQs
- Track It - FAQs
- Exceptions -FAQs
- International Exceptions Report - FAQs
1. OUR PRODUCTS EXPLAINED
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.
2. YOUR INVOICE EXPLAINED
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.
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2. GLOSSARY OF TERMS
Stopped Account
Account has been manually stopped by Cash Collection/Query Resolution clerk; please refer to the credit department.
Lapsed Account
Account has automatically lapsed following three months of non-use; please refer to the credit 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.
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3. ship@ease - FAQ's
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.
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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.
If you are using Netscape Communicator version 4, you can tell if your browser will accept cookies by choosing "Edit | Preferences | Advanced", make sure the "Accept All Cookies" is checked. You can turn off a warning to notify you that a cookie is being set by your browser as follows:
- On Netscape Communicator version 4, choose "Edit | Preferences | Advanced"and make sure the "warn me before accepting a Cookie" is blank.
- On Microsoft® InterNet Explorer 3.0 or 4.0, go to "View | (Internet) Options | Advanced"and make sure the box next to "Warn before accepting 'cookies'" is blank.
- On Netscape NavigatorTM 3.0, go to "Options | Network Preferences | Protocols"and make sure the box next to "Accepting a Cookie" is blank.
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.
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What is an exception?
A request for further information to deliver your parcel following a failed attempt. If we fail to deliver your parcel, then in certain circumstances we will need information from you as to what we should do next.
What are the advantages of using the online exception system?
Notification is sent via e-mail, which does not rely upon your fax machine being free. If there is no e-mail then there are no exception requiring action.
As it is an e-mail the notification process is more immediate and by the use of e-mail groups many users can be advised at the same time.
The exception system is web based which means that it can be viewed using any web browser. It requires no software download and uses the conventions of web site design for ease of use.
The layout is significantly improved compared with the fax and current e-mail information that is supplied.
The online software uses hyperlinks. This means that once a customer receives an exception, they may look at particular consignments in detail, simply by clicking a link on the screen.
The system has been designed to prompt for the necessary information required for query resolution. If the option that you require is not available then a “call me” option is also available.
As you respond to the exception queries then they disappear from the list allowing you to focus on the outstanding issues.
If I have problems logging on to the system what should I do?
Click on contact us, select the customer services department option and complete the details of your enquiry. One of the customer services team will then contact you.
How often should I check the exception system?
If the exception summary page is left open then it will automatically refresh every 10 minutes. The DPD depots can enter a new exception at any point so check at least once 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.
What is a low priority exception?
A low priority exception is a request that has been raised for information following a failure today and that requires a response within 48 hours.
What is a high priority exception?
A high priority exception is a request that has been raised for information following a failure on a previous day, and now requires a response within 24 hours.
If I have actioned an exception and need to add more information what should I do?
Click on ‘Call me or e-mail us on exceptions@dpd.co.uk.
If I have not raised an action against an exception for a few days, what will happen to my parcel?
Your exception will progress from a 48 hour to a 24 hour priority, if no response is received your parcel will then be returned.
If I action an exception and it does not happen will someone let me know?
The central exception team will monitor this situation and action accordingly.
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.
What should I do if none of the responses available apply to my enquiry?
Click on ‘Call me’ or e-mail us on exceptions@dpd.co.uk.
If I have more than one account, how will I see all of the details?
If there is a requirement to see information relating to more than one account, this can be requested and will appear in account order on the exception summary page.
What happens when I have raised an action against an outstanding exception?
The information that has been given is sent to
the delivery depot and the enquiry is removed from the outstanding exception list.
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6. INTERNATIONAL EXCEPTIONS REPORTS – FAQs
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.
