FAQs

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.

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 exceptions 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

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 0870 9087075 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.