Customer
notifications
Keeping you informed
Keep your customers
informed, tell them
it's coming
Providing visibility via our notification
suite to keep customer’s informed about
their delivery through SMS and email
messaging, clients can take advantage
of our free Delivery Notifications by
providing us with the customer’s email
address and mobile phone number at
the point of despatch.
All we need is an email or mobile number
and we will do the rest.
1
Firstly pre delivery notification with
the option to amend the delivery using
the Change it options sent following
collection of the parcel.
2
Then an estimated one hour delivery
window notification on the morning of
the delivery.
3
An optional ‘You’re next’ notification when
the driver is one delivery away.
Pre delivery
notification
• Specified at the point of
despatch an SMS or email
notification will be generated
on receipt of the manifest
data into our operating
system.
• The notification includes the
order reference number and
the UK Mail consignment
number and confirms the
delivery due date.
• If the customer wishes
to take advantage of the
Change it options available
via the Managed My Delivery
section of UK Mail.com, the
link contained within the
notification pre populates
the consignment number.
• All the customer then needs
to do is enter their delivery
postcode as a data
protection check.
2
One hour
delivery window
• Following driver loading,
a notification containing a
one hour estimated delivery
window is generated.
• The notification will be sent by
both SMS and email where the
client has provided both.
You’re next
• On the day of delivery and
available either via a link from
the ETA notification or via the
Manage my delivery section
of UK Mail.com, the customer
is able to select to receive a
You’re next notification when
the driver is one stop away,
typically 5-15 minutes before
their delivery.
3
Driver delayed
• In the unlikely event of a driver
being delayed on route, a
notification will be sent to the
customer 15 minutes after the
close of the delivery window
advising that the driver has
been delayed.
In transit
• Follow my parcel is UK Mail’s
live online route tracker that
enables the customer to view
the UK Mail driver making his
way to their address.
• The online tracker shows how
many drops the driver has on
the route and which drop
the driver is at throughout the
journey.
Not at home?
• Where the driver completes a
delivery to anything other than
the specified delivery address,
a Sorry we missed you card
will be completed and left for
the customer.
• A notification will be sent
confirming either the
neighbour details or the left
safe location.
Dependent on the Delivery Choice selected at the
point of despatch, the driver will
1
For our default YYY service – obtain a
signature to either the specified delivery
address or neighbour.
2
For our YYY/SAFE service – leave at the
specified delivery address or obtain a
signature from the neighbour.
3
For our NYN service – obtain a signature
to the specified delivery address.
4
Delivery
successful
Left with neighbour
Delivery
successful
Left in safe place
Delivery
exception
notification
Sorry we missed
you card left
• Your delivery driver
attempted delivery to
you at 10:05 today.
We have left you card
reference 1202002.
Visit http://info.UK Mail
com/40765000000640
to manage your delivery.
• In the event that the
driver is unable to
complete the delivery,
a Sorry we missed
you card will be
completed and left
for the customer.
• A notification will be
sent confirming the card
reference number and
the link to the Manage
my delivery section of
UK Mail.com.
• The customer will be
instructed to visit Manage
my delivery at UK Mail.
com, enter the card
reference number and
delivery postcode and
select from the Change it
options available.
5
Collection
exception
notification
Sorry we missed
you card left
Change it
options
• At every point in the journey
we provide the customer
with options to ensure that
they are able to receive their
delivery through our Change
it options.
• The options available are
configured at client account
level so that we can be
assured that we only offer
the options that have been
agreed.
• Your collection driver
attempted collection from
you at 10:05 today but
unfortunately there was
no answer.
Collect from depot - if any of the previous
options do not fit, the customer can
choose to collect their parcel from their
local UK Mail depot.
Leave in a safe place - the option to leave
the parcel in a safe place.
Leave with a neighbour - the option to
leave with a neighbour if the customer
isn’t at home to accept delivery.
Change the date - rearrange delivery to a
more suitable date.
6
Sales note
Manifest data
• On despatch the client
will be required to enter
via a mobile number or
email address in the pre
delivery notification field
and to specify either
P or E.
• The pre delivery
notification is triggered
by the P/E field.
• The ETA notification
will send regardless
providing a mobile
number or email address
has been provided.
Configurable fields
• IT Ticket required to
request changes.
Field
Reason
Notification
name
If not set the notifications will not
contain the name of the client
Notification only
sent when
scanned in
UK Mail network
To ensure that customer’s only
receive notifications regarding
consignments that we have actually received into the network, this
field should be set if there is a
possibility that we could receive
manifest data but no parcels
Notification
generation times
By default 07.00 – 22.00 is
applied. This can be extended
to 00.00
Change It
Options
By default all Change it options
will be available to the customer
– fields are YYY, YYY/SAFE,
collect from depot, change of
delivery date
Notification Configuration
• The pre delivery notification can be configured at client
level but is recommended that the default is used
where possible.
• Requests for configuration are to be submitted on
an IT ticket.
• All other notifications are global with the only
configurable field being the notification name.
Notification Suite
• Our notification suite together with our Change it
options, the ‘You’re next’ and ‘In transit' gives the
customer complete visibility of their pending delivery
and our client the peace of mind that their client’s
needs are being met.
7
NB
The customer
options are
client specific
Collection
point
Reschedule delivery day
Leave with neighbour
Customer not in?
Card left - Change it
options available
Collect from Depot
UKM3143 04.16
Leave safe
NB
The customer
Change it options
are client
specific
Reschedule delivery day
Leave with neighbour
Leave safe
Collect from Depot
If ETA will not be met an SMS
or email notification will be
sent to the customer
‘You’re next’ notification
triggered when driver is just
one stop away
NB
For clients with
bulk or trailer
collections 1st
notification sent
after scan
at collection
site/Ryton
Onto collection
van scan 1st
notification sent
‘You’re next’ option
selected online
Onto delivery van scan - 1
hour notification sent
Delivery depot
Notification
trigger points