Find a better way 1 HUBBED TRAINING MANUAL - AUGUST 2018 AGENT TRAINING MANUAL - AUGUST 2018 HUBBED SYSTEM HUBBED SYSTEM ACCESS Access the HUBBED Application via your Internet Browser. The web address is: https://agent.hubbed.com.au 1 2 3 4 5 6 7 8 1. HOME Default login screen displays: - Current messages from HUBBED - Parcels currently in your store. 2. PARCELS IN STORE Lists parcels for customer collection currently in store. Perform the following: - Accept Courier Check In - Parcel Check Out - Parcel Not Checked In 3. RETURN TO COURIER Return parcels that are older than 7 days, or have been requested by the courier 4. CUSTOMER DROP OFF Check in parcels dropped off by customers for the courier to collect. These parcels will have been booked using one of the following services: 1. HUBBED Parcels Online 2. CouriersPlease 3. Toll 5. BOOK DOMESTIC Lodge and print consignment notes for domestic parcels 6. BOOK INTERNATIONAL Lodge and print consignment notes for international parcels 7. LOCK SCREEN Temporarily locks the system to ensure security 8. REPORTS View and print parcel reports from the last 30 days HUBBED Interface Components
Transcript
Find a better way1HUBBED TRAINING MANUAL - AUGUST 2018
AGENT TRAINING MANUAL - AUGUST 2018
HUBBED SYSTEM
HUBBED SYSTEM ACCESSAccess the HUBBED Application via your Internet Browser. The web address is: https://agent.hubbed.com.au
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1. HOMEDefault login screen displays:- Current messages from HUBBED- Parcels currently in your store.
2. PARCELS IN STORELists parcels for customercollection currently in store.Perform the following:- Accept Courier Check In- Parcel Check Out- Parcel Not Checked In
3. RETURN TO COURIERReturn parcels that are older than7 days, or have been requested bythe courier
4. CUSTOMER DROP OFFCheck in parcels dropped offby customers for the courier tocollect. These parcels will havebeen booked using one of thefollowing services:1. HUBBED Parcels Online2. CouriersPlease3. Toll
5. BOOK DOMESTICLodge and print consignmentnotes for domestic parcels
6. BOOK INTERNATIONALLodge and print consignmentnotes for international parcels
7. LOCK SCREENTemporarily locks the system toensure security
8. REPORTSView and print parcel reports fromthe last 30 days
HUBBED Interface Components
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HUBBED SERVICES OVERVIEW
HUBBED DEFINITION OF TERMS
Failed or First Time Deliveries
Return to Courier Customer Drop Off
If the customer is not home to receive a parcel, or they select your location for delivery, it will
be dropped off at your store, allowing the customer to collect
it at their own convenience.
Parcels booked through the HUBBED or courier
partner’s website can be dropped off at your store for
the courier to collect.
Parcels that are in store for more than 7 days
should be returned to the courier. This is to help
maximise storage space.
Term Definition
Check InConfirmation of a parcel being dropped off by the courier to your store. Courier must scan your store location code. Parcel will appear on the HUBBED System for you to Accept Check In.
Accept Check InConfirmation via the HUBBED System of the Courier checking the parcel into your store correctly. This must be pressed before parcels are stored.An on screen pop up will appear to ensure this is completed
Parcel Is Not Here Confirmation that a parcel that has been Checked In by the courier is not in your store.
Check Out Successful confirmation of a parcel being collected by the customer with a proof of delivery.
Third Party Authorisation Process of releasing a parcel to a person who is not the named recipient on the parcel - this must be authorised by the courier company
Parcel Not Checked In Process of checking in and out a parcel that has not been correctly checked in by the courier.
Return To Courier Process of returning parcels to the courier that are older than 7 days. Confirmation through the HUBBED System.
Customer Drop Off Pre-Paid domestic parcel dropped off by the customer to your store for collection by the courier.
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PARCEL SERVICE PROCESSES
COURIER HOURS OF OPERATIONParcel drop offs and pickups will mainly occur Monday to Friday, between 9.00am and 5.00pm. A courier will visit the HUBBED location and automatically check in parcels to your store. You will be required to accept the check in on the HUBBED System.
Customers will receive a Failed Delivery Number and an email/SMS with the Access PIN. The customer will be directed to your store via these communications.
Failed or First Time Deliveries
STEP 1.Courier will deliver parcels to HUBBED location and scan the location code to check the parcel into the store automatically
Press “Accept Check In” to confirm check in.
Parcels to be stored securely.
NOTE 1: For all Toll deliveries you will be required to sign the driver’s hand held scanner to confirm receipt of the parcels in addition to accepting the parcel within the HUBBED System
NOTE 2:If you do not accept the parcels within 15 minutes a pop up will appear with a list of parcels that have been checked in.
If the parcels were successfully delivered and checked in by the courier select “Accept Check In.”
If a parcel has been checked into the system by the courier, however has not been dropped off select “Parcel is not here.”
When all parcels have been actioned select “Done.”
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STEP 2.Customer must have these 3 things to collect their parcel:
1. Missed Delivery Number 2. Valid Government Photo ID 3. Access PIN or Mobile Phone
NOTE: Access PIN can be regenerated at the point of check out and sent to the customer’s mobile phone.
STEP 3.Enter the Missed Delivery Number or press “Check Out.”
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STEP 4.If there are no customer details in the system, enter the customer's name as it appears on their ID (CouriersPlease Only).
Otherwise proceed to STEP 5.
STEP 5.Locate and check that the name on the parcel matches the ID.
Select the ID type used, and enter the last 4 digits.
Press “Verify Identity.”
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STEP 6.Enter the consignment number of the parcel.
Press “Next.”
STEP 7.Enter the Access PIN that the customer will provide.
Press “Next.”
STEP 8.Confirm the Check Out details.
Press “Check Out.”
Hand the parcel over to customer.
IF THE CUSTOMER DOES NOT HAVE A PIN
Press “Resend Pin” and enter the customer’s mobile phone number. A SMS is instantly sent to the customer with their PIN.
Go to STEP 7.
If customer doesn’t have a phone press “Use Signature” and ask the customer to sign for the parcel. Go to STEP 8.
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STEP 1.Courier will visit the HUBBED Location and drop off parcels for collection.
If the courier does not scan the location code correctly you can perform a Check Out when the customer is in store. The customer may NOT have received PIN beforehand.
STEP 3.Press “Parcel Not Checked In.”
Enters the following details from the parcel:
1. Which Courier delivered the parcel 2. Consignment Number 3. Article Barcode/Waybill
NOTE: Multiple parcels for the same customer can be added during this step.
On the rare occasion that a parcel is not checked in correctly by the courier, you will not be able to find the parcels in the system.
Follow the steps below to perform a check out. This will ensure that the customer is not inconvenienced at the point of collection and that you receive payment.
Failed or First Time Deliveries - Parcel Not Checked In
STEP 2.Customer must have these 3 things to collect their parcel:
1. Missed Delivery Number 2. Valid Government Photo ID 3. Access PIN or Mobile Phone
NOTE: Access PIN can be regenerated at the point of check out and sent to the customer’s mobile phone.
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STEP 6.Enter the Access PIN that the customer will provide.
Press “Next.”
STEP 5.Enter the customer’s phone number to generate an Access PIN.
STEP 4.Enter the following receiver details:
1. Receiver’s Full Name 2. Identification Type 3. Last 4 digits of ID 4. Receiver’s Address 5. Receiver’s Telephone Number (Optional)
Press “Next.”
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STEP 7.Confirm the Check Out details.
Press “Check Out.”
Hand the parcel over to customer.
IF THE CUSTOMER DOES NOT HAVE A MOBILE PHONE
If customer doesn’t have a phone press “Use Signature” and ask the customer to sign for the parcel. Go to STEP 7.
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In some instances the person named on the parcel may not be able to collect the parcel for various reasons. In this case HUBBED allows for an authorised person to collect the parcel on behalf of the original recipient - The customer will visit the store with an authorisation letter or one will be sent directly to your store.
Authorisation can be provided in a number of different methods.
IMPORTANT REMINDER
Even though the original recipient is not collecting the parcel you must still ensure the Third Party Recipient meets the collection requirements. They must have:
• One type of Third Party Authorisation (Outlined below)• Valid Government Photo ID• The Missed Delivery Card/Card Number• Mobile Phone - As the PIN for collection will need to be
regenerated at collection
If the Third Party Recipient does not have the above items please do not hand over the parcel and ask the customer to contact HUBBED Customer Service
Third Party Authorisation
The recipient can use the Third Party Authorisation on the back of the Failed Delivery Card. The following details must be on the card:
• Full Name of the Third Party who will be collecting the parcel
The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel.
This card should be kept by the store for 1 month in case there are any discrepancies.
1. FAILED DELIVERY CARD
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The recipient can create a letter to authorise a third party. The following details must be on the letter:
• Recipient’s Full Name (Must match the parcel)• Recipient’s Address (Must match the parcel)• Waybill Number/Consignment Number• Recipient’s Signature• Full Name of the Third Party who will be collecting the parcel
The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel.
This letter should be kept by the store for 1 month in case there are any discrepancies.
HUBBED may receive authorisation directly from the courier company. In this instance the HUBBED Customer Service team will email your store directly with the following information:
• Full Name of the Third Party who will be collecting the parcel• Recipient’s full name• Consignment number• Store name/store ID
The HUBBED Customer Service Team will also contact your store directly by phone informing you of the customer coming to collect the parcel
The third party recipient must also have the Missed Deliver Card/Card Number and photo ID with them when collecting the parcel.
This email should be kept by the store for 1 month in case there are any discrepancies.
2. AUTHORISATION LETTER
3. AUTHORISATION EMAIL
STEP 1.Complete the Parcel Release Form by capturing the following details:
• Store Name• Date• Courier• Receiver’s Name• Waybill/Consignment Number• ID Type and Last 4 Digits• Receiver’s Phone Number• Access PIN
Return the form to HUBBED so the parcel can be checked out.
Parcel Release FormThe Parcel Release Form should be used in the following scenarios:1. The HUBBED System is unavailable.2. The BP System is unavailable - Please notify HUBBED immediately when the system is offline,
and also once it comes back online. In both instances you should CONTINUE TO ACCEPT parcels from the courier. Parcels will be checked into the system once it is back online. In the meantime you should use the Parcel Release Form, HUBBED will manually check the parcel out of the system within 48 Hours.
PARCEL RELEASE FORM
Date
Store Name
Receiver’s Name
Waybill/Consignment Number(s)
ID Type
Last 4 Digits of ID
Receiver’s Phone Number
Receiver’s PIN/Signature
Select Courier
DHL TollCouriersPlease
This for MUST ONLY BE USED if the HUBBED System is unavailable.
Please return this form on the same day by close of business to HUBBED via email or fax
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STEP 1.Press “Request Return” for the parcels that are older than 7 days.
NOTE: In some instances the courier may request the parcel returned sooner. The same process should be followed.
Return To CourierParcels that are in store for more than 7 days must be returned to the courier. This ensures that parcels are not taking up storage space for extended periods of time.
STEP 2.The Driver must show you their company ID. Please do not hand over any parcels if the driver does not have the correct ID
Use the “Scan Out Package To Courier” field to scan the Article barcode/Waybill of the parcel to check it out.
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STEP 2.Select from the options in “Parcel booked via”.
Scan any additional barcodes if required. (Toll Only).
Press “Done”.
Store the parcel securely for the courier to collect.
STEP 1.In the Customer Drop Off tab scan the parcel Consignment Number.
Customer Drop OffThrough the HUBBED Parcels or courier partner’s website, customers will be able to book, pay for and print a consignment label for a domestic shipment. Scan them into your system to notify the courier to collect the parcel. You will be paid for handling the parcel.
