Parcel Returns made easy - Australia Post

1 Parcels Returns made Simple | March 2018 Parcel Returns made easy We re everywhere your customers are in Australia Sometimes your customers need to return their purchase. How that process happens reflects on your business. That s why we ve made Parcel Returns simple and easy. There is no other Returns network that matches ours. We have drop off points wherever your customers are, and many of our 20,000 return locations are available 24/7. These include over 15,300 Street Posting Boxes and over 260 Parcel Lockers. We also enable drop offs during business hours at over 4,300 Post Offices and business hubs.

2 Convenience is well and truly covered. Your three easy Returns options What are easy Returns ? A retailer offering easy Returns States their Returns policy clearly and up-front Offers a generous time period within which Returns can be made Provides a quick refund Makes it easy for customers to receive and/or print a Returns label Makes it easy for customers to lodge their parcels by offering convenient locations and options Utilises packaging that can easily be re-used Why easy Returns ? 13% of online shoppers have said they did not click through to pay for an order because they were unhappy with the Returns policy1 69% said that they would be unlikely to shop with a retailer that charged for online returns1 60% said that they would be unlikely to shop with a retailer following a difficult Returns experience1 Go online* Of our return options, this is the simplest solution for your business, because your customers self-serve and implementation is quick and easy.

3 Use label provided This is a convenient solution for your customers. A return label is provided with every Parcel and you only pay if your customer Returns the item. Contact you This solution provides your business with optimum control. Your customer contacts you to arrange the return , and you email or post them the return label. Alternatively, you can arrange for StarTrack to collect the item from your customer. Find out more Find out more Find out more * Go Online is only available to customers sending and receiving over 10,000 parcels per annum under contract. 1 Delivery matters understanding the needs of online shoppers (Royal Mail, 2016) Returns options including Go online, Use label provided, Contact you and International are exclusively available through our eParcel service.

4 Parcels Returns made Simple | March 2018 Print@Post Customers can print their return labels at selected Post Offices with ease. They simply show staff a return reference number or present an electronic version of the label on a mobile device and it s done. This service is free for your customers and available at over 3,500 Post Offices. See for a list of participating Post Offices. International You now have greater control over how your international customers return your items. Your customer can simply email you requesting a return label and you reply with a label for them to print, package and post at International Post Offices in selected countries*.

5 Find out more Packaging at a Post Office If your customers require packaging, you can send them a return label that they can take to a Post Office. Once our staff scan the return label, your customer will be provided with the packaging that you specify, which is then charged back to your account. This solution is in use by a number of leading technology providers for product repairs and recycling, and is ideal for repairs to electronic devices including smart phones, tablets and laptops. Want to know more? Your Account Manager can help. Whatever the question, speak to your Account Manager or call 13 13 18 *For more information including countries in which this service is available visit Email notifications for return parcels Your customers returning products will receive up to two email notifications advising them of the progress of their return Parcel when: 1.

6 It is first scanned (typically at a Post Office or Parcel Locker, or soon after it has been cleared from a Street Posting Box) 2. It has been delivered to you The feature provides enhanced visibility of the return Parcel for your customers and an electronic receipt, helping reduce the anxiety felt by many customers when they need to return purchases. Enable Returns notifications by including your customer s email address when creating your eParcel return manifest in eParcel Online, the Returns Go Online portal or when directly integrating with us through API or SFTP. Parcels Returns made Simple | March 2018Go Online*You can ask your customer to go online and print their return label via a co-branded website that s hosted by us.

7 This is a great option if you would like your customers to arrange the entire Returns process Easy set-up and no integration required Co-branded, mobile ready website and customised link provided Two payment models for your customers; you pay or you ask your customers to pay Option to implement a Returns authorisation number as a security tool Useful customer information displayed on eParcel return label including reason for return , order number and return authorisation numberPrint@Post is available with this optionDirect customer to the co-branded portal via a provided URLC ustomer follows the instructions on the portal to print the return label If required.

8 Customer pays for the label online at a rate customised to your businessCustomer packs the items to be returned and attaches the printed return label* Go Online is only available to customers sending and receiving over 10,000 parcels per annum under information can be found at is delivered to your business addressParcel is tracked through the delivery networkCustomer drops the Parcel at a Post Office, Parcel Locker or Street Posting BoxParcels Returns made Simple | March 2018 Use label providedParcel is delivered to your business addressPrint out the return label from eParcel Online and include it in your customer s parcelParcel is tracked through the delivery networkCustomer packs the items to be returned and attaches the printed return labelCustomer drops the Parcel at a Post Office, Parcel Locker or Street Posting BoxMore information can be found at Returns option allows you to send out the return label with your customer s Parcel .

9 It s the most user-friendly option your business can provide. It s free for the customer and everything they need to return their item is ready to option offers several benefits Managed easily through eParcel online or integrated into your system using our shipping API if you prefer Up to six return addresses can be saved online and individually selected return label provided with every outgoing item Option to supply packaging for your customer when they lodge at a Post Office Easy lodgement in-store, at a 24/7 Parcel Locker or in a Street Posting Box You only get charged if a customer lodges their return Customers lodging at a Post Office receive a receipt with tracking details^ Option to add Transit Cover for loss and damage up to $5,000^ Track events will vary depending on the service used and how your item is lodged and delivered.

10 For details visit Returns made Simple | March 2018 Contact you If you would like more control over your Returns , you can ask your customer to contact you when they want to arrange a return . Then you can either email or post a return label to them. Alternatively, you can arrange for the item to be collected, or your customer can visit a Post Office to print the return label and lodge. This option offers several benefits Managed easily through eParcel Online or integrated into your system using our shipping API if you prefer Free for your customer Option to supply packaging for your customer and print a return label when they lodge at a Post Office Easy lodgement in-store, at a 24/7 Parcel Locker or in a Street Posting Box.