A Guide for users

 

This is V4.0 of our User Guide, we hope that it helps you to navigate out app more easily, if you need help with any aspect of using the app, please get in touch.

A .pdf version of this Guide is available e-mail for a copy

Table of Contents (Click to go direct to a section)

About Smooth Parcel 1

How to use the Smooth Parcel service. 1

Basic System concepts. 1

Creating a new Shipment Record manually. 1

Creating a set of Shipment Records through ‘.csv’ upload. 1

Full list of fields found in the ‘long format’ record. 1

How to upload your .csv. 1

What to do if label generation fails. 1

To edit a Shipment Record. 1

Using the API to add Shipment Records. 1

Add a New order 1

Update an Order 1

Delete an Order 1

Get a Shipment Label 1

Get the Price of a Shipment 1

Managing Shipments. 1

Problem Management 1

List Problems page. 1

How a shipment can be flagged as having a problem.. 1

Problem Management 1

Problem Resolution. 1

Shipments with multiple problems. 1

Returns. 1

Batches and how to use them.. 1

Managing your Account balance with Smooth Parcel 1

 


 

About Smooth Parcel

Smooth Parcel is a postal consolidation service, we provide a simple and easy to use system that allows retailers based in Hong Kong to ship parcels to customers based in the UK and Europe at the minimum possible cost.

To keep the shipping costs low we consolidate all parcels hat we receive in Hong Kong each day and ship them by air freight to our facilities in the UK, Spain and Germany where we then pass them to local couriers for final delivery. For final delivery, we use the best couriers available in each European country, Royal Mail and DPD in the UK, DHL and Hermes in Germany, SEUR in Spain, Post NL for Holland and Belgium and BRT in Italy.

To allow customers to track their parcels from pick up in Hong Kong to delivery in the destination country we offer a door to door tracking service for all parcels that are sent with us.

You can access our tracking at http://app.smoothparcel.com/ListShipment/TrackMyParcel or through our public web site at http://www.smoothparcel.com

Our tracking numbers are alphanumeric, 8 characters ling like this A1B2-C3D4

Our tracking is integrated with the award-winning service from AfterShip if required.


 

How to use the Smooth Parcel service

To start using Smooth Parcel you need an account, your account will be created for you by Smooth Parcel staff. If you do not have an account, you can request one by e-mailing your details to setmeup@smoothparcel.com

To use your account, you can log into the system at

http://app.smoothparcel.com

using the username and password supplied to you.

Once logged in you will see a screen like this

 

The menu at the top of the page shown here

Contains all of the functions that you need to use your Smooth Parcel account. This document will explain the use of each of them, but before we explain that, we need to explain some basic concepts.


 

Basic System concepts

To ship a parcel through the Smooth Parcel service you must first create a shipment record in our system.

The Shipment record contains the information that we need to clear the parcel through customs and deliver it to your customer.

A shipment record can be used to generate a shipping label.

Each shipment record can have only one shipping label.

There are three different ways to do create a shipment record.

1.       Enter the details manually. This is good for one or two shipments, but it is too time consuming for more than that.

2.       Upload 1 – 20 shipments using a ‘.csv’ file to provide the information. This is a great way to try the Smooth Parcel service for small volumes, you can upload as many .csv files as you like each day.

3.       Upload details through our Application Programing Interface (API). This is the recommended way to use Smooth Parcel if you have more than 20 orders per day, it is fast and easy to use, but requires some programming resource to integrate your warehouse management system with the API.


 

Creating a new Shipment Record manually

To add a Shipment Record manually choose the menu item ‘Shipments’

And then select the sub-menu choice ‘Add Single Shipment’ from the drop down menu.

The system will then show you a form where you can enter the details for your shipment record.

 

You can type the information into each of the fields or if you prefer you can cut and paste them from another system. The system supports all kinds of characters including European special characters often found in Spanish, French and German names and addresses.

Start by filling out the name the person who was invoiced for the order.

Then insert your order reference

Choose to add extra insurance or not (the default is ‘no’ if you leave this your shipment is still insured for $50(US) or the shipment value, whichever is the lower. If you choose ‘yes’ your shipment is insured for the full declared value.

Next enter the recipient details, if the name of the person that the parcel is to be delivered to is the same as the person invoiced for the order then you can choose ‘yes’ here to copy the name down.

Next, insert the address details for the recipient of the parcel. For some countries, all of the fields are required, but if you do not have a region for the delivery it is OK to simply repeat the City name in the Region field in order to meet this requirement.

It is good practice to choose the ‘Country’ for the delivery first as the available fields may change when you make your selection.

When the address details are complete, the next step is to select the conditions that will be used to choose the right shipping method for your parcel and to give us information about the contents of the parcel as well as when you expect the shipping date to be.

The shipment date can be todays date, or any date in the future, select it from the date picker.

The three tick boxes for ‘Signature on Delivery’, ‘Tracked’ and ‘Express’ are used to define the services to be used for this shipment.

If neither box is ticked then the cheapest service available will be used for the delivery.

If ‘Signature on delivery’ is ticked, then only services that offer a signature when the parcel is delivered will be considered for this shipment – but please bear in mind that we are not able to offer this service in all regions, so label generation may fail if this box is ticked. All our services include delivery confirmation by the delivery person even if a signature is not collected.

If ‘Tracked’ ticked then only tracked services will be considered for this shipment.

If the ‘Express’ box is ticked, then the system will choose the fastest delivery method available instead of the cheapest.

If both ‘Signature on delivery’ and ‘Express’ are ticked, then the system will choose the fastest service that includes a signature on delivery.

If both ‘Signature on delivery’, ‘Tracked’ and ‘Express’ are ticked, then the system will choose the fastest service that includes door to door tracking and a signature on delivery.

The next step is to add the details of the shipment contents.

Enter your part number, item name, quantity shipped, weight, dimensions and value into this box

And then click the green ‘Add’ button

If you have multiple items in your shipment you can then repeat the process to add their details as well.

The value that you enter for the value of the goods here will be used to calculate the import taxes and duties that you will pay for the shipment, it is also used for the insurance value of your parcel.

Once you have entered all of the details you can then save the shipment by pressing the ‘Save’ button

If you have missed anything out the system will tell you and highlight the missing data field in red

If the record is complete, then the system will confirm that the shipment has been successfully saved like this

Once the shipment record has been created it is then possible to generate a label for your parcel – to generate a label simply click the ‘Create Shipment Label’ button and confirm the charge for the label.

A set of new information and buttons will then appear in the middle of the record


 

Chose ‘Print Label’ to pop up a new window containing your printable label

This is the tracking number for your shipment

Track it at

http://app.smoothparcel.com/ListShipment/TrackMyParcel

Or just click the ‘View Tracking’ button – as you can see our parcels are trackable as soon as the label is generated.

If you would like to add another shipment just start over again by clicking the menu at the top of the page.

 


 

Creating a set of Shipment Records through ‘.csv’ upload

To create a set of shipments through a ‘.csv’ upload, first select the ‘Shipments’ menu and then choose ‘bulk upload shipments’ from the drop down menu

 

You will then see this page

Here you can download a template to allow you to build the correct format of ‘.csv’ file for upload into the system or you can upload a previously prepared file.

Using these templates, many customers are able to produce ‘.csv’ files that can be directly uploaded into our system with help from their IT support staff. It is also possible to carefully modify a standard export into the correct format using Microsoft Excel or another word processor.

The standard ‘long format’ is the best to use.

Full list of fields found in the ‘long format’ record.

OrderDate

(Required)

This is the date that the customer placed their order with your store, it is used to track order to delivery time in your statistics

Note that our system uses European date format (example 12/1/2017 is used to define 12 January 2017) Please do not use US date style as this will cause confusion. For clarity the system will also accept 12 January 2017 – which is unambiguous.

TransactionID

(Required)

(Unique)

This is the ID for the transaction between you and Smooth Parcel, it is used in billing.

You can use a copy of the Order Reference for this field, but note that it must be unique so if you ship two parcels for the same order, you need to append an extra part to the data

e.g 100101-B etc

RecordNumber

(Required)

Another number that you can use to find shipments in searches etc – it was added to allow customers to upload their Invoice Number and search for shipments by invoice number and order number, if you prefer you can simply copy your order number into this field also

OrderReference

(Required)

Your Order Reference that relates to this shipment. This number is printed on your labels to help match them to your orders and it is searchable in our system.

OrderCurrencyName

(Required)

Recommend USD

When we ship your goods across a border we need to declare the value to the appropriate tax authorities and make sure that the duty and taxes are paid, this is the currency that your value is declared in.

Company

(Optional)

 

If your customer has given you a company name as a part of their address then you can add it to this field and the label will include it in the correct way.

FirstName

(Required)

Your Client’s first name or ‘Given Name’

MiddleName

(Optional)

 

If you client has multiple names, insert the middle section here

LastName

(Required)

Your Clients last name or ‘Family Name’

CutomerEmailAddress1

(Required)

The parcel recipient’s e-mail address.

Many European delivery services use this data to give your clients delivery time updates by e-mail.

The email address is used only for this purpose and never shared.

Some customers prefer not to share this data – if you are one of them you can simply use the same address in every shipment to meet this requirement (suggest sales@mystore.com)

CutomerEmailAddress2

(Optional)

 

If you wish you can add a second customer e-mail address, but it is not a requirement

CutomerPhone1

(Required)

The parcel recipient’s phone number.

Many European delivery services use this data to give your clients delivery time updates by text message.

The number is used only for this purpose and never shared.

Some customers prefer not to share this data – if you are one of them you can simply use the same address in every shipment to meet this requirement (12345)

CutomerPhone2

(Optional)

 

If you wish you can add a second customer phone number, but it is not a requirement

HouseNameNumber

(Required)

Recommended Max 35 Chars

This field is used as the first line of the address on the printed label – we recommend that you keep the length under 35 chars to avoid truncation on SOME delivery service labels.

Street

(Required)

Recommended Max 35 Chars

This field is used as the second line of the address on the printed label – we recommend that you keep the length under 35 chars to avoid truncation on SOME delivery service labels.

Region

(Required)

Recommended Max 35 Chars

This field will become line three of the address on the label– we recommend that you keep the length under 35 chars to avoid truncation on SOME delivery service labels.

For some services this is a required field, so we require it – if you do not have data for this field it is normal to repeat the city name in this field.

City

(Required)

Recommended Max 35 Chars

The fourth line of the address – usually the name of the town or city where the delivery address is located.

PostalCode

(Required)

Almost all European delivery addresses now include a postal code which is used to route the parcel correctly.

If the post code is wrong, label generation may fail for some regions.

There are still a few places without post codes (for example rural areas of Ireland) for these it is acceptable to repeat the country name or insert ‘NOPOSTCODE’ in this field.

Country

(Required)

The country code for the delivery country, for clarity we recommend using 3 letter ISO country codes found here

http://www.iso.org/iso/home/standards/country_codes.htm

and also here

https://en.wikipedia.org/wiki/ISO_3166-1_alpha-3

But the two letter codes or English names should also work.

IsInsuranced

(Optional)

Default = No

If you want to insure your parcel then insert ‘Y’ here

InsuranceAmount

(Optional)

 

If you insure your parcel you have the option to Insure it for less than the declared value, to do that add the value here.

You can not insure for more than the declared value.

IsTaxIncluded

(Optional)

Default = No

If there is tax included in the declared value than set this field to ‘Y’ and add the amount of tax included to the next field

TaxAmount

(Optional)

 

The amount of tax included in the value declared in the ‘Price’ column expressed in the currency used in the column ‘OrderCurrencyName’.

This will be deducted from the price shown below when we declare the value of your parcel to customs so that you avoid ‘double taxation’

ShippingDate

(Required)

The date that you expect the shipment to leave your warehouse.

Note that our system uses European date format (example 12/1/2017 is used to define 12 January 2017) Please do not use US date style as this will cause confusion. For clarity the system will also accept 12 January 2017 – which is unambiguous.

ItemID

(Required)

The part number or SKU of the item in the package, you can only upload the ID and name of one item through the ‘.csv’ process, so if there are multiple items in the shipment use the part number of the most expensive item here.

You can add multiple items per shipment through manual addition or through the API.

ItemName

(Required)

The name of the item in the package to match the SKU provided in the adjacent column.

Quantity

(Required)

If there is more than one on the item in the shipment put the quantity here. Default this field to 1

Price

(Required)

This field is used for the declared value of the whole shipment, this will normally be subject to import Tax at 20% when the package is imported into the EU.

Weight

(Required)

This field is used for the weight of the parcel, this is used to calculate the initial charge to your account for the shipment.

When the item is processed at our warehouse we will weigh and measure the item to determine the exact size, so this can be an estimate if you prefer.

WeightUnit

(Required)

Default = kg

The units used for the weight (kg or lb)

Height

(Required)

Because we ship your parcels by air freight we need to calculate the ‘dimensional weight’ as well as the actual weight of your parcel, to do that we need the length, width and height of the parcel.

Again, these can be estimates or defaults as we measure every item.

The order that you present the 3 dimensions is not important.

To calculate dimensional weight in grams, use the following formula on the dimensions in centimetres.

(Length x Width x Height) / 5

Width

(Required)

Length

(Required)

LWHUnit

(Required)

Default = cm

The units used for measurement – can be ‘in’ or ‘cm’ but we recommend ‘cm’

IsExpress

 

(Optional)

Default - False

If the ‘Express’ field is set to ‘true’, then the system will choose the fastest delivery method available instead of the cheapest.

When we have several fast delivery methods available, the system will choose the cheapest fast method.

SignatureOnDelivery

 

(Optional)

Default - False

Set this flag to ‘True’ if your shipment needs to be signed for by the addressee.

If ‘Signature on delivery’ is ‘true’, then only services that offer a signature when the parcel is delivered will be considered for this shipment – but please bear in mind that we are not able to offer this service in all regions, so label generation may fail if this box is ticked. All our services include delivery confirmation by the delivery person even if a signature is not collected.

 

ContainsLiquid

 

(Optional)

Default - False

Set this flag to ‘True’ if your shipment contains Liquids. We will ensure that it is only sent using a courier that can handle parcels containing liquids.

If ‘ContainsLiquid’ is ‘true’, then some shipment methods may not be available which could cause the label generation to fail in some circumstances. If this happens please contact sales@smoothparcel.com for help.

ContainsBatteries

(Optional)

Default - False

Set this flag to ‘True’ if your shipment contains Lithium Batteries. We will ensure that it is only sent using a courier that can handle parcels containing Lithium Batteries. Shipments containing Lithium Batteries cannot be legally carried on passenger aircraft.

If ‘ContainsBatteries’ is ‘true’, then some shipment methods may not be available which could cause the label generation to fail in some circumstances. If this happens please contact sales@smoothparcel.com for help.

ContainsFragile

(Optional)

Default - False

Set this flag to ‘True’ if your shipment contains fragile items, we will try to handle your shipment accordingly – however it must still be correctly packed to protect the contents and we can not guarantee that it will arrive undamaged.

If ‘ContainsFragile’ is ‘true’, then some shipment methods may not be available which could cause the label generation to fail in some circumstances. If this happens please contact sales@smoothparcel.com for help.

TrackedRequired

(Optional)

Default - False

Set this flag to ‘True’ if your shipment needs to be trackable through the whole of its journey to the addressee.

If ‘TrackedRequired’ is ‘true’, then some shipment methods may not be available which could cause the label generation to fail in some circumstances. If this happens please contact sales@smoothparcel.com for help.

How to upload your .csv

Once you have set up your ‘.csv’ file for import into the system, the process for uploading it is as follows.

Starting at the ‘Bulk Upload’ page

Choose ‘upload CSV’ button, a pop up window will appear where you can select the file to be uploaded from your hard drive.

Once the file is uploaded make sure that the ‘bulk generate labels’ button is ticked

Then click the blue ‘Submit’ button

The system will analyse the data that you uploaded and show you the information that you uploaded in a grid with problems highlighted in red.

You can hover your cursor over the problem cells to see a ‘Tool Tip’ window description of the problem in a pop up window and then click on them to edit the data before submitting it to the system.

 

A screenshot of a computer

Description generated with very high confidence

Press the ‘upload all’ button when you are happy with the data.

The system will then upload your shipments and try to generate a label for each one.

The system will process your uploads and then produce a report on the results. There are a few reasons that a label may be generated for some shipments, but not for others – the system will report what has happened in a table like this showing the line number of any problems.

Please note that line 1 of the upload will be line 2 of the spreadsheet and so on. Because as you see it in Excel as line 1 is taken up with column names.

For each line the system will either fail to generate a shipment record at all or generate a shipment record, but not a label or generate both a shipment record and a label.

To download the labels that have been successfully generated you can click here

You will see a ‘.pdf’ with all of your labels.

Look here to see your order reference

On Royal Mail Labels look at the bottom of the label as shown below

 


 

What to do if label generation fails

For line items where a Shipment Record is generated but a label cannot be, this is usually due to missing information in the you can open up the shipment record to edit the data and then create a label using the ‘Create Label’ button.

Check that you have data in all of the fields marked as ‘Required’ in the field list above – some services have different requirements to others so it is possible to have labels generated ok for the UK, but failed for Germany even though they have the same fields.

If you get an error like ‘You are trying to produce labels for a country or weight band that we do not currently support’ this error means that our system does not have a shipping method for your request. If you get this error for all items then check that Your shipping country is correctly set in the ‘My account’ menu as all of our shipping methods have both a ‘start’ and an ‘end’ country.

If you get that error for just a few items then check that the weights AND dimensional weights of your items are under 10kg, items over 10kg can be shipped, but only by special arrangement.  To calculate dimensional weight in grams, use the following formula on the dimensions in centimetres.

(Length x Width x Height) / 5

Check that the country that you are shipping to is served by our service (full list here - http://smoothparcel.com/ratecard.aspx).

To edit a Shipment Record

Choose the ‘Search Shipments’ choice from the ‘Shipments’ menu

You can search on a number of values, the most useful are your order number, the recipients family name or post code.

Note that the search is carried out within a date range – the default is within the last 2 days.

Once you have found the shipment record that you want to edit in the results list, click the ‘edit shipment button’

This brings up the ‘Edit Shipment Page’

 

 

Where you can edit the details to fix the problems with the shipment data so that you can create the label using the ‘Create Shipment Label’ button in the bottom left of the page.


 

Using the API to add Shipment Records

If you wish to add shipments through the API, please ask your development staff to contact roger@shippersbuddy.com for our API developers pack and credentials.

Shipment records added through the API are just the same as Shipment Records added in any other way and can be searched and edited in the same way if required. Orders added through the API and the ‘.csv’

You can see the list of available API functions at

http://app.smoothparcel.com:8091/help/api/index#/

There are currently 5 functions available through the API

Add a New order

You can see the details of the add a new order function in Swagger by following this link

http://app.smoothparcel.com:8091/help/api/index#!/APIAccess/APIAccess_AddNewOrder

As its name suggests this function is used to add a new Shipment to the system

The following fields in the shipment record can be accessed through the API

{

  "SignatureOnDelivery": true,

signatureOnDelivery” can be true or false, default is true

if you set it to True - then the system will only consider shipping methods that provide a signature on delivery (these may be more expensive than those that do not). If you set it to false then it will consider all shipping methods and find the cheapest regardless of whether they offer signature on delivery or not.

All of our shipping methods offer delivery confirmation, but only some collect a signature.

"IsExpress": true,

 "OrderDate": "2017-01-20T06:38:16.209Z",

  "TransactionID": "string",

  "OrderReference": "string",

  "Company": "string",

  "FirstName": "string",

  "MiddleName": "string",

  "LastName": "string",

  "CustomerID": "string",

  "CutomerEmailAddress1": "string",

  "CutomerEmailAddress2": "string",

  "CutomerPhone1": "string",

  "CutomerPhone2": "string",

  "HouseNameNumber": "string",

  "Street": "string",

  "Region": "string",

  "City": "string",

  "PostalCode": "string",

  "Country": "string",

  "ShipmentFirstName": "string",

  "ShipmentMiddleName": "string",

  "ShipmentLastName": "string",

  "IsInsuranced": true,

  "InsuranceAmount": 0,

  "IsTaxIncluded": true,

  "TaxAmount": 0,

  "ShippingDate": "2017-01-20T06:38:16.210Z",

  "OrderDetailList": [

    {

      "ItemID": "string",

      "ItemName": "string",

      "Quantity": 0,

      "Price": 0,

      "Weight": 0,

      "WeightUnits": 0,

      "Height": 0,

      "Width": 0,

      "Length": 0,

      "LWHUnit": 0

    }

  ]

}

Update an Order

You can see the details of the update an order function in Swagger by following this link

http://app.smoothparcel.com:8091/help/api/index#!/APIAccess/APIAccess_UpdateOrderByOrderCode

This function is used to change the details of an existing order through the API.

Delete an Order

You can see the details of the update an order function in Swagger by following this link

http://app.smoothparcel.com:8091/help/api/index#!/APIAccess/APIAccess_DeleteOrderByOrderCode

This is used to delete a shipment that is no longer required – but note that this cannot be done if the shipment has been dispatched

Get a Shipment Label

You can see the details of the get a label function in Swagger by following this link

http://app.smoothparcel.com:8091/help/api/index#!/APIAccess/APIAccess_GetShipmentLabel

This function is used to return the label (as a ‘.pdf’ file) for printing or storage in your system.

Get the Price of a Shipment

You can see the details of the get a price function in Swagger by following this link

http://app.smoothparcel.com:8091/help/api/index#!/APIAccess/APIAccess_GetShipmentPrice

This function is used to return our price for a shipment. It is currently inactive pending an update to the way that the system generates prices for shipments.

Managing Shipments

Your shipments can be managed and edited through the customer portal.

 

<This entry is a stub and will be expanded shortly>

 

 

Problem Management

Problems with your shipments sent through smooth parcel are managed directly from within the app. This gives you a powerful way to ensure that, together we give your customers the best possible level of service.

The ability to manage shipment problems within our app is one of the things that set’s Smooth Parcel aside from our competitors, the system is flexible, easy to use and automated so that it makes your business more efficient and makes life easier for your staff.

You can see a list of all of your shipments that have already been reported as having a problem by choosing My Problems > List Problems

List Problems page

 


As its name suggests the List Problems page is a list of the currently active problems in your shipments.

Only active problems are shown here – problems that have been solved are not included in the list.

You can filter the list of problems by the type of problem

And you can search for a problem shipment using a wide range of key fields

You can also restrict your search to shipments made within a specific date range

These filters are CUMULATIVE, i.e if you search for the name ‘Adam’ in problem type ‘Delivery Late’ between 1 January and 10 January then only a problem shipment that matches ALL of these filter criteria will match the filter.

The only filter that is compulsory is the date range filter, by default it shows all items from the past month.

TIP: - If you can’t see a problem that you think should be there, try widening the date range from the default to be sure that the shipment date of your problem is included.

How a shipment can be flagged as having a problem

A shipment can be flagged as having a problem in two different ways.

1.       It can be flagged by the customer or your staff through the tracking page by pressing the ‘Report Problem’ button on the top right hand side of the tracking data.

 

 

2.       It can be flagged as a problem through the Report Problem button that can be found at the bottom left of the Shipment Details page in the customer portal.

 

 

There are 7 different types of problem that the system can recognise, they are

 

              Delivery confirmed but item not received

              Item damaged in transit

              Delivery late

              Return requested

              Shipment Lost

              Item Returned

              Other Problem

 

End Users can report 4 type of problem through the tracking page

              Delivery confirmed but item not received

              Item damaged in transit

              Delivery late

              Return requested

In addition, you can set a shipment into problem status through the customer portal to;

              Other Problem

 

The last two statuses

              Shipment Lost

              Item Returned

 

Can only be set by an Admin user after appropriate investigation.

If a customer is reporting that an item has been damaged in transit they have the option to upload photos of the damage as a part of the report.

Problem Management

Problems are managed both by Smooth Parcel support staff and by your own customer support staff through the Problem Details page.

To access the problem details for a particular shipment you need to press the ‘Action’ button next to the problem in question on the ‘List Problems’ page


 

This will open the Problem details page for that Shipment which looks like this


 

The problem Type and the current status of the problem are displayed in the top left hand corner of the page.

Under that the shipment details are displayed for convenience.

At the bottom of the left hand side of the page you will find links to the tracking page for the order and to the label used to make the shipment, then under them you will find the action buttons that are appropriate to the problem type and status.

The buttons available to users in the customer portal are as follows

If Problem Type is Set as

Problem Status is set to

Show These Buttons

Delivery confirmed but item not received

POD Requested

Request POD Again

POD Supplied – Close Problem

 

Item damaged in transit

Claims Made

No Buttons

Delivery late

Problem Under Investigation

Confirm Item Delivered

Checked, Not Delivered

Return requested

Problem Under Investigation

Accept Return

Reject Return

 

Item Returned

Return held at Smooth Parcel

No Buttons

Other Problem

Problem Under Investigation

Switch to Item Damaged

Switch to Delivery Late

Close Problem

 

 

 

 

The whole right hand side of the page is taken up with an expanded notes section.

All of the notes are shown to give you an overview of the complete history of the shipment from the time it was created, you can add notes here in order to pass over additional information or to share updates or request resolution of a problem.

Problem Resolution

It is in the interest of all parties involved to ensure that problems are resolved as quickly as possible.

Please make sure that any problems with Smooth Parcel shipments that are notified to you by e-mail, phone or chat are flagged in the system as soon as possible and that as much detail as possible is added when the shipment is flagged as this will help us to resolve the problem as fast as possible.

Smooth Parcel staff monitor problems from 10:00am to Midnight Hong Kong time every working day.

We aim to resolve simple issues within 1-2 hours and to resolve all problems within a maximum of 7 days.

If a parcel has been lost or damaged, we will credit your account with the appropriate amount of compensation right away and close the problem, you will be notified by e-mail when this happens and you will see the new entry in your account details.

Shipments with multiple problems

Each shipment can only be in one problem status at a time, so if a shipment has multiple issues we need to report the more serious one first, resolve it and then report the second problem for separate resolution.

Returns

Any items that are returned to Smooth Parcel as a result of a problem with the delivery or by a customer directly will appear in the ‘My Returns’ section of the customer portal.

Clicking this menu choice opens the ‘List Problems’ page with the filters pre-set to show only returns.

 

 

 

Batches and how to use them

Batches are used to group your shipments together before you send them over to us for delivery to your customers, they allow us to manage the tracking of your items in long haul more effectively.

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Managing your Account balance with Smooth Parcel

Your account balance.

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We are always happy to hear from customers or prospectice customers, if you need help with any aspect of our system, please dont hesitate to get in touch