View Shipment Screen - Customer Service Manual v2.0

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Contents
1 Document Controls
2 Table of Figures
3 Introduction
4 View Shipment Data
4.1 Shipment Information
4.2 Package Information
4.2.1 Packaging Information for Multi-piece Shipment
4.3 Hazardous Information
4.4 Pricing Information
4.5 Notes
4.6 Audit Logs
4.7 Enhancements
4.8 Shipper Information
4.9 Download Label
4.10 Download Manifest
4.11 Download Customs Documents
4.12 View Tracking Data
5 Appendix 1 – Glossary

Table of Figures


Figure 1: View Shipment screen
Figure 2: Shipment Information – Receiver address information
Figure 3: Shipment Information
Figure 4: Shipment Information - table of fields
Figure 5: Package Information
Figure 6: Package Information - table of fields
Figure 7: Package Information for multi-piece shipment
Figure 8: Hazardous Information
Figure 9: Pricing Information
Figure 10: Pricing Information - table of fields
Figure 11: Notes section
Figure 12: Add note
Figure 13: Note added confirmation message
Figure 14: Audit Logs
Figure 15: Service enhancements
Figure 16: Shippers Info window
Figure 17: Label window
Figure 18: Manifest window
Figure 19: Customs Docs window
Figure 20: Tracking button
Figure 21: Tracking screen

Introduction

The View Shipment screen contains an overview of all data for a shipment, including the tracking number, shipper reference, current status, receiver address and contact details, shipper address and contact details, packaging information, pricing information. The screen also allows users to download the shipment label, manifest file and customs documentation and view tracking information for the shipment. This manual instructs Customer Service role users how to use the View Shipment screen.

View Shipment Data

Customer Service users can navigate to the View Shipment screen via the Shipment Search screen. When you click on a shipment in Shipment Search, the View Shipment screen will open for that shipment.

Figure 1: View Shipment screen

The View Shipment header will contain the shipment tracking number. The screen will contain the following:

  • Shipment Information section - this is always expanded
  • Package Information - this section is collapsed by default and can be expanded
  • Hazardous information – only displayed if the shipment contains hazardous items. This section is collapsed by default and can be expanded
  • Pricing Information – this section is collapsed by default and can be expanded
  • Notes – this section is collapsed by default and can be expanded
  • Audit Logs – this section is collapsed by default and can be expanded
  • Enhancements - this section is collapsed by default and can be expanded
  • Shippers Info button
  • Label button
  • Manifest button
  • Customs Docs button
  • Tracking button

Shipment Information

The Shipment Information section contains on overview of the shipment data.
The left-hand side of the screen contains the receiver's address and contact details. If any optional receiver address fields are not populated for the shipment (e.g. address line 2, receiver email address) then this information will not be displayed in the View Shipment screen.

Figure 2: Shipment Information – Receiver address information

The right-hand side of the screen contains general information about the shipment.

Figure 3: Shipment Information

The table below describes the fields in this section of the screen.

Field Name

Description

Tracking Number

Shipment tracking number (for tracked shipments) or unique identifier (for un-tracked shipments). If the 'Copy' link next to this field is selected the tracking number will be copied.

UNI

Shipment barcode number.

Reference

The shipper reference entered when the shipment was created.

Shipping Date

The shipment date entered when the shipment was created. For shipments created via the Booking Wizard the shipment date will always be the date the shipment was created, as future date shipments are not supported via Booking Wizard.

Expected Delivery Date

The date the shipment is expected to be delivered. This is calculated using the shipping date and number of transit days set for the Service Destination and will consider weekend days and public holidays when deliveries will not be made.

Agent

The agent used for the shipment.

Service

The service used for the shipment.

Status

The current status of the shipment. If tracking data has been received for the shipment then this will contain the latest tracking status. If tracking data has not yet been received this will contain the current status for the shipment in the system (e.g. shipment created, on hold, closed out etc.)

Figure 4: Shipment Information - table of fields

Package Information

The Package Information section will contain details of the packages and items in the shipment.
The Package Information header will contain the following information:

  • Shipment type indicator - DOX for document shipments, NDX for non-document shipments or HV for High Value shipments
  • Incoterms – displayed for international shipments only. The incoterms used for the shipment from the following: DDU, DDP, DAP, DAT.
  • Items - the total number of items in the shipment, if item information has been provided. For multi-package shipments this will be number of items across all packages. If item information has not been provided a 0 will be displayed.
  • Packages- the total number of packages in the shipment
  • Value - the total value of the shipment. This will be 0 for DOX shipments.
  • Weight - the total weight of the shipment


When the Packaging Information section is expanded, the screen will display a package section for each package in the shipment. Each package section will contain a list of the items in that package, if item information has been provided.

Figure 5: Package Information

The table below describes the fields in this section of the screen.

Field Name

Description

General Goods Description

The good description entered when the shipment was created. For document shipments this will be displayed as 'Documents – NCV' by default.

Tracking Number

Package tracking number.

UNI

Package barcode number.

Dimensions

The package dimensions entered when the shipment was created, if provided. If dimensions have not been provided for the package this field will be populated with 'unknown'.

Total Package Weight

The total weight in KG entered when the shipment was created.

Items

List of items in the package, containing the details that were entered for each item when the shipment was created. If item information has not been provided for the shipment, then the item list will be populated with 'unknown'. If item information has been provided but some optional item fields have not been populated, those fields will be left blank.

Figure 6: Package Information - table of fields

Packaging Information for Multi-piece Shipment

When the Packaging Information section is expanded for a multi-piece shipment, it will contain a packaging section for each package in the shipment. Each package section will then contain a list of the items that are allocated to that package.
For shipments created via API, the items will be allocated to packages in the Create Shipment request. For shipments created via Bulk Mailing and Booking Wizard, items are automatically allocated to packages when the shipment is created, ensuring that each package contains at least one item.
The Package Information header will contain total values for the shipment, across all packages. E.g. In figure 4, the header shows 3 items and 2 packages in the shipment, the value of these 3 items and the total weight of these 2 packages.

Figure 7: Package Information for multi-piece shipment

Hazardous Information

The Hazardous Information section will only be displayed if the shipment contains a hazardous item, i.e. if hazardous information was sent in the API request for shipments created via API, or if the shipment contains an item SKU that has been set as hazardous in the Goods Description maintenance screen for shipments crated via Bulk Mailing or Booking Wizard. If the shipment does not contain a hazardous item then this section will not be displayed.
When the Hazardous Item information section is displayed it will contain the following fields, which will be populated with the hazardous information set in either the API request or Goods Description maintenance screen:

  • Proper Shipping Name
  • UN Identification Number
  • Hazardous Class - class number and description
  • Hazchem Number
  • Emergency Access Code
  • ID8000 Category – applicable for class 9 hazardous shipments only
  • Specialist advice phone number



Figure 8: Hazardous Information

Pricing Information

The Pricing Information section will only display data if the System Administrator has setup the optional customer pricing functionality in the Customer Rate Cards maintenance screen. If customer pricing is not being used then this section will not contain any pricing information.
The Pricing Information header will contain the following fields:

  • Charge - the price charged to the customer for the shipment, including currency
  • Cost – the shipment cost paid to the agent, including currency
  • Gross profit – the profit received for the shipment, calculated from the charge and cost


When the Pricing Information section is expanded, the screen will update to show a breakdown of the customer price and the agent cost.

Figure 9: Pricing Information

The table below describes the fields in this section of the screen.

Field Name

Description

Label Type

The label that was used for the shipment

Pricing Status

If the price was calculated automatically using customer and agent rate cards then pricing status will be Automatically Priced. If the price has been manually edited then pricing status will be Manually Priced.

Destination Country Group

Country group the destination country belongs to – either Domestic, EU or Rest of World (ROW)

Customer Rate Card

The customer rate card used to calculate the price. If customer rate cards have not been setup in the system, this will be blank.

Customer Pricing Zone

Pricing zone used for calculating the price. If customer rate cards have not been setup in the system, this will be blank.

Agent Rate Card

The agent rate card used for calculating the cost. If agent rate cards have not been setup in the system, this will be blank.

Agent Pricing Zone

Pricing zone used for calculating the cost. If customer rate cards have not been setup in the system, this will be blank.

Customer Price Breakdown


Basic Charge

The basic charge for the shipment not including any surcharges. This is calculated using the shipment weight, number of packages and the rate set in the Customer Rate Cards screen.

Additional Charges

Any additional charges that have been incurred for the shipment above the basic charge. This is calculated using the shipment weight, number of packages and the rate set in the Customer Rate Cards screen.

Non-documents Surcharge

If the shipment is a non-document shipment and the customer rate card has been set to include a surcharge for non-document shipment, the surcharge incurred will be displayed here.

High Value Surcharge

Any surcharge that has been incurred due to the shipment being a high value shipment. This is calculated using the shipment value and the rate set in the Customer Rate Cards screen.

Overweight Package Charge

Any additional charges incurred due to the shipment exceeding the weight threshold set in the Services screen. See the Configure Routing Options manual for more information on overweight package charges.

Over Value Charge

Any additional charges incurred due to the shipment exceeding the value threshold set in the Services screen. See the Configure Routing Options manual for more information on over value package charges.

Over Dimensions Charge

Any additional charges incurred due to the shipment exceeding the dimensions threshold set in the Services screen. See the Configure Routing Options manual for more information on over dimensions package charges.

Enhancement

If the shipment has one or more service enhancements, each enhancement used for the shipment will be listed in the pricing section along with the cost of that enhancement, if applicable. The cost of service enhancements is set in the Customer Rate Card screen.

Total

The total price of the shipment, calculated using the values in the above pricing breakdown. This includes surcharges and service enhancement costs.

Agent Price Breakdown


Basic Charge

The basic cost of the shipment not including any surcharges. This is calculated using the shipment weight and the rate set in the Agent Rate Cards screen.

Additional Charges

Any additional costs that have been incurred for the shipment above the basic charge. This is calculated using the shipment weight and the rate set in the Agent Rate Cards screen.

Non-documents Surcharge

If the shipment is a non-document shipment and the agent rate card has been set to include a surcharge for non-document shipment, the surcharge incurred will be displayed here.

High Value Surcharge

Any surcharge that has been incurred due to the shipment being a high value shipment. This is calculated using the shipment value and the rate set in the Agent Rate Cards screen.

Fuel Surcharge (Agent surcharge)

If a fuel surcharge has been set in the Agent Surcharges maintenance screen for the shipment agent, date and destination (domestic/international), then the surcharge will be calculated as a percentage of the agent price before any agent surcharges are applied and the surcharge amount displayed here.

Admin Surcharge (Agent surcharge)

If an admin surcharge has been set in the Agent Surcharges maintenance screen for the shipment agent, date and destination (domestic/international), then the surcharge will be calculated as a percentage of the agent price before any agent surcharges are applied and the surcharge amount displayed here.

Handling Surcharge (Agent surcharge)

If a handling surcharge has been set in the Agent Surcharges maintenance screen for the shipment agent, date and destination (domestic/international), then the surcharge will be calculated as a percentage of the agent price before any agent surcharges are applied and the surcharge amount displayed here.

Security Surcharge (Agent surcharge)

If a security surcharge has been set in the Agent Surcharges maintenance screen for the shipment agent, date and destination (domestic/international), then the surcharge will be calculated as a percentage of the agent price before any agent surcharges are applied and the surcharge amount displayed here.

War Surcharge (Agent surcharge)

If a war surcharge has been set in the Agent Surcharges maintenance screen for the shipment agent, date and destination (domestic/international), then the surcharge will be calculated as a percentage of the agent price before any agent surcharges are applied and the surcharge amount displayed here.

Enhancement

If the shipment has one or more service enhancements, each enhancement used for the shipment will be listed in the pricing section along with the cost of that enhancement, if applicable. The cost of service enhancements is set in the Agent Rate Card screen.

Total

The total cost of the shipment, calculated using the values in the above pricing breakdown. This includes surcharges, agent surcharges and service enhancements.

Figure 10: Pricing Information - table of fields

Notes

The Notes section allows you to view any notes that have been added for the shipment and to add, edit and delete notes.
When the Notes section is expanded, the screen will display a list of all notes that have been added for the shipment and an 'Add Note' button.

Figure 11: Notes section

To add a new note for the shipment:

  1. Click the 'Add Note' button.
  2. A text box will be displayed.
  3. Enter the text of your note and click 'Save'.


Figure 12: Add note

  1. The note will then be added to the notes list and a confirmation message will be displayed on screen.



Figure 13: Note added confirmation message

Once a note has been added it can be edited or deleted by selecting the Edit button and delete icon shown in figure 12.

Audit Logs

The Audit Logs section allows you to see an audit trail of the events that have taken place for a shipment, e.g. label created, manifest created etc.
When the Audit Logs section is expanded, the screen will update to show a list of the events that have taken place for the shipment. The following information will be displayed for each event:

  • Description of the event that took place
  • Date and time the event took place
  • State the shipment was in following the event e.g. unprocessed, closed out etc.


The information displayed in the audit log is read-only.


Figure 14: Audit Logs

Enhancements

The Enhancements section allows you to see a read-only list of the service enhancements used for the shipment (if applicable).
When the Pricing section is expanded, the screen will update to show a list of the service enhancements that were used for the shipment.
NOTE: This will only contain service enhancements that were included when the shipment was created; it will not contain any service enhancements added in the Pricing section of the screen for pricing purposes only.
The following information will be displayed for each service enhancement:

  • Service enhancement code (as set in the Service Enhancements maintenance screen)
  • Service enhancement description (as set in the Service Enhancements maintenance screen)
  • Service enhancement group the service enhancement belongs to (if applicable).



Figure 15: Service enhancements

Shipper Information

To view details of the shipper and when the shipment was created, select the 'Shippers Info' button on the right-hand side of the screen.
A window will be displayed containing details about the shipper. This window will contain the following information:

  • Shipper – the shipper's name and address. This will display the shipper company name if this has been provided for the shipment, else the shipper contact name will be displayed. If neither the shipper company name or contact name have been provided for the shipment, then name of your customer account in the system will be displayed instead.
  • Shipper Contact Details - shipper contact name, email address and telephone number provided for the shipment. If shipper email address has not been provided for the shipment then this will be left blank.
  • Booked By - shows the method used to create the shipment; API, Bulk Mailing or Booking Wizard. If the shipment was created via Bulk Mailing or Booking Wizard, the name of the user that created the shipment will also be displayed.
  • Booked Date - date the shipment was created.
  • Booked Time - time the shipment was created.


To close the shipper info window, click the 'OK' button or click anywhere on the View Shipment screen.

Figure 16: Shippers Info window

Download Label

For shipments that are in Processed state or have been closed out, you can download the label from the View Shipment screen. For shipments that are in Unprocessed state, on hold or cancelled, it will not be possible to download the label.
To download the shipment label:

  1. Select the 'Label' button on the right-hand menu. If the label cannot be downloaded for the shipment then the button will be disabled.
  2. A window will be displayed containing the following:
    • A preview of the label image
    • Tracking number - shipment tracking number and barcode number
  3. Click the 'Download' button.
  4. A PDF will be downloaded containing the label.
  5. To close the Label window, click the 'OK' button or click anywhere on the View Shipment screen.

Figure 17: Label window

Download Manifest

Once a shipment has been closed out, you can download a copy of the manifest file the shipment was included in from the View Shipment screen. If the shipment has not yet been closed out, it will not be possible to download the manifest, and the button will be disabled.
To download a copy of the manifest:

  1. Select the 'Manifest' button on the right-hand menu.
  2. A window will be displayed containing the following information:
    • Manifest Number - number of the manifest file
    • Created - date and time the manifest was created (date and time the shipment was closed out)
    • Created by - the name of the user that closed out the shipment and created the manifest file. For Royal Mail shipments closed out via the clean sweep process, 'Clean Sweep' will be displayed.
    • Num packages - number of packages in the manifest
    • Services - the services included in the manifest. If the manifest only contains one service then the service name will be displayed, if the manifest includes multiple services then 'Mixed' will be displayed.
    • Total Weight - total weight of all shipments in the manifest in KG
  3. Click the 'Download' button.
  4. A PDF will then be downloaded containing the manifest file.
  5. To close the Manifest window, click the 'OK' button or click anywhere on the View Shipment screen.

Figure 18: Manifest window

Download Customs Documents

For shipments that are in Processed state or have been closed out, you can generate either a CN23, Proforma Invoice or Commercial Invoice customs document from the View Shipment screen. For shipments that are in Unprocessed state, on hold or cancelled, it will not be possible to generate customs documents.
To generate a customs document:

  1. Select the 'Customs Docs' button on the right-hand menu. If customs documentation cannot be downloaded for the shipment then the button will be disabled.
  2. A window will be displayed containing the following fields:
    • Document - drop-down list containing the following values: CN23, Proforma Invoice, Commercial Invoice. This is a mandatory field.
    • Reason for export - free text field for entering the reason the shipment is being exported e.g. Sale of goods. The maximum length of this field is 30 characters.

NOTE: If the document type is Proforma Invoice or Commercial Invoice then this is a mandatory field. Reason for export is not required for the CN23.

  1. Select your required document type and enter a reason for export if required.
  2. Click the 'Download' button.
  3. A PDF will then be downloaded containing the selected customs document.
  4. To close the Customs Docs window, click the 'OK' button or click anywhere on the View Shipment screen.

Figure 19: Customs Docs window

View Tracking Data

Once a shipment has been closed out, you can access the Tracking screen from the View Shipment screen to view shipment tracking data.
To view tracking data, select the 'Tracking' button on the right-hand menu.

Figure 20: Tracking button

The Tracking page will open in a new tab. The 'Tracking Number' field will be automatically populated with the shipment tracking number, and the 'History' section will contain a list of the tracking data received for the shipment.



Figure 21: Tracking screen


Appendix 1 – Glossary


Term

Definition

Close out

Before shipments are handed over to the carrier they must be closed out in the system. This finalises the shipment so that it can no longer be edited and generates the paperwork required by the carrier (e.g. manifest). For more information on closing out shipments see the Manifest & Closeout manual.

Customer Service User

An operative in the Customer Service or Support team who will be handling queries from customers. This user role will not be assigned to a customer account and so will be able to view data for all customer accounts in the system.

Processed Shipment

A shipment that was created in Processed state or has been processed via shipment scanning. Shipments in processed state will have the label available and are ready to be closed out.

Service Enhancement

Optional functionality offered by carriers that provide additional services above and beyond standard delivery services. For example, delivery notifications, alternative delivery options (such a deliver to a neighbour or leave in a safe place) and enhanced compensation levels are all types of service enhancement.

Unprocessed Shipment

A shipment that was created in Unprocessed state via either API or Bulk Mailing. If a shipment is in Unprocessed state the label will not be available; the shipment will need to be scanned to and generate the label and move it into Processed state so that it can be closed out.