eParcel User Guide (3.44mb) - Australia Post

auspost.com.au/eparcel 

eParcel 

user guide

eParcel user guide 

Table of contents 

Welcome to eParcel 03 

How eParcel works 04 

System requirements 05 

Logging in to eParcel 05 

Changing your password 06 

Adjusting your user settings 06 

a. Merchant location details (system administrators only) 07 

b. Edit user details 08 

c. Edit email details 09 

Setting up and modifying users (system administrators only) 10 

a. Add users 11 

b. Modify users 12 

Printing 13 

a. Printer setup 13 

b. Print to PDF 15 

User setup FAQs 15 

Consignments 16 

Saving frequently used packaging 16 

a. Saving carton types 16 

b. Saving article types 19 

Create domestic consignments 21 

Create International consignments 22 

View consignments not yet despatched 22 

View your recurring consignments 24 

Edit consignments 25 

Printing consignment labels 26 

Creating your International eParcel signature 29 

Despatch your consignments 30 

Consignment FAQs 32 

How to import 33 

Importing customers 33 

Importing Internal Chargeback files 35 

a. Formatting your file 35 

b. Importing your Internal Chargeback data file 36 

c. Single entry for Internal Chargeback accounts 38 

How to track 39 

How track advice works 39 

How to setup your notifications 40 

Sample emails 41 

Despatch 1 41 

Despatch 2 41 

Track Advice – on board with driver 41 

Track Advice – carded to post office 42 

Track Advice – delivered 42 

Tracking FAQs 43 

How to check charges 44 

eParcel Reports 48 

How to generate your reports 48 

Returns 50 

How returns work 50 

a. Contact you 50 

b. Use label provided 51 

c. Go online 51 

Set return addresses 52 

Create return requests 53 

a. Create a new return request 54 

b. Create a return request for an existing consignment 55 

Print return labels 56 

a. Automatically create return labels for all consignments 56 

b. Print a return label for a new consignment 57 

eParcel Options 58 

Delivery Choices 58 

Express Post 58 

Need help? Contact us 59 


Page 2 January 2014


Welcome to eParcel 

Thanks for choosing eParcel, Australia Post’s online delivery solution. 

In this guide, you will find step-by-step instructions on how to use eParcel, with Tips and 

Frequently asked questions along the way. 


Page 3 January 2014



Logging in and getting started with eParcel 

In this section, we will guide you through: 

• How eParcel works 

• System requirements 

• Logging in to eParcel 

• Changing your password 

• Adjusting your user settings 

a. Merchant location details (system administrators only) 

b. Edit user details 

c. Edit email details 

• Setting up and modifying users (system administrators only) 

a. Add users 

b. Modify users 

• Printing 

a. Printer setup 

b. Print to PDF 

• User setup FAQs 

Tip: Throughout eParcel, fields marked with an 

asterisk (*) are compulsory, please ensure you 

have completed them all. 

Consignment: The group of parcels that are 

being sent to one recipient or address, this could 

be one or multiple parcels. 

How eParcel works 

Please follow the below process to lodge your parcels in our system and then on board for delivery. 

1. Create a consignment for your parcels, by providing the required information on our easy to use online form. 

Check the form once you’ve filled it in. You can change and edit as necessary. 

2. Save your consignment information and then download the labels. 

Tip: By creating a carton type for products that 

you send regularly, you can save time when creating 

your consignment. 

3. Print and attach the labels to your parcels. 

4. Despatch your consignments using the online system. This will send the information directly to the lodgement 

facility, and provide a print manifest report for you to print. 


Page 4 January 2014



5. Lodge your parcels and the printed manifest report with your driver or at an Australia Post retail outlet. 

6. The lodgement facility will check your parcel against the paper manifest you provide with the one that’s been 

received electronically, and record the arrival date and time of your parcels. 

7. Parcels matching the manifest information are accepted and begin their journey. If there’s a mismatch of 

information, your consignment will be placed on hold until the issue is resolved. 

System requirements 

Before you start using eParcel, please check your computer has the following: 

• Broadband internet connection: Minimum recommended speed of 1 MBPS download and 0.5 MBPS upload. 

You can check your connection speed (http://speedtest.net/) 

• Internet Explorer V6 and above (If using Firefox, 3.5 and above) 

• Adobe Reader V6.0 and above (http://www.adobe.com/products/acrobat/readstep2.html) 

• Java Web Start V1.4.2.09 and above (http://www.java.com/en/) 

• Any standard laser or thermal printer (Inkjet & Dot matrix printers are not compatible) 

• Minimum of 1GB RAM (2GB recommended if you use multiple applications simultaneously) 

• Pentium lll 1GHz processor or faster (Duo CPU recommended with 2GHz or more if you use multiple 

applications simultaneously) 

• 500Mb free hard disk space. 

Logging in to eParcel 

Follow these steps to log in to eParcel: 

1. Go to auspost.com.au/eParcel 

2. Look for eParcel on the right side of the screen. Click the Login to eParcel button. 

3. Enter your username and password and click Login. 

4. If you have been setup with access to more than one location (if your organisation works out of more than one 

location, for example), you will be taken to the Select Location screen. 

Tip: It is important that you create your manifests 

against the location where you are going to 

physically lodge your parcels. 

5. Select the location you wish to log in to, then click the Login to Location button. 

Tip: eParcel requires pop-up blockers to be 

disabled in your browser. If you’re not sure whether 

these are enabled, check your browser settings. 


Page 5 January 2014



Changing your password 

To change your password, please follow these simple steps: 

1. Login to eParcel (see Logging in to eParcel section in this guide). 

2. Go to the Administration tab and select Change Password. 

3. Complete the fields – enter your old password, your new one, then confirm your new one again. 

Tip: Your new password must be 8-30 characters, 

combine upper and lowercase letters and include 

a numeral. 

4. Click Change my Password. 

5. A pop up will appear to confirm your password change. 

Adjusting your user settings 

Both system administrators and individual users can make adjustments to the settings under the administration 

tab. System administrator changes should be applied when settings are being made for all users, but individuals 

can make adjustments to suit their personal requirements. 

See the following instructions on how and what can be changed under: 

a. Merchant location details 

b. Edit user details (including configuring international eParcel) 



Page 6 January 2014



a. Merchant Location Details 

Changes made in this section will affect all users in an organisation. Only system administrators can make 

changes here. 

Merchant: The company who has sent the parcel, 

i.e. your organisation. 

1. Go to the Administration tab and select Merchant Location Details. 

2. Under Define Reference Fields, you can nominate to have your reference fields (which were created during 

setup) printed on the label and / or included in the despatch email. 

• If you want to add or change the name of your reference fields, simply select the box and type in your 

preferred reference field name. This will then appear as a field when you create your consignments. 

• To have this reference field appear on the printed label, tick the “print on label” box. 

• To have this reference field included in the despatch email, tick the “print on label” box. 

• To create or adjust a field for international sender customs reference, type directly into the field. 

3. Under Define Signature Defaults, select yes or no in the default setting for Authority to Leave. This field will 

have been nominated when your profile was setup. If you ever use the Delivery Instructions field to ask us to 

leave the parcels in a safe place, your Authority to Leave default should be set to Yes. 


Page 7 January 2014



4. Under Define Email Notification Defaults, you can indicate your preference for notifying the consignee about 

the progress of the consignment. You can choose one of the following: Despatch Email, Track Advice or None. 

For assistance on selecting this option, see the returns section in this guide. 

5. Under Define Printing Option, you can tick the box if you want to print and preview your labels in PDF format. 

For assistance on this option, (see the Print consignment labels section in this guide). 

6. Click Save. 

Despatch: The final processing step you perform 

that confirms your parcels are ready to be sent 

and notifies Australia Post of your manifest. 

b. Edit user details 

In this section, all users can make adjustments to suit their own requirements for consignment preparation. 

Lodgement facility: The Australia Post facility 

where your parcels are accepted into our network. 

1. If you use eParcel to send parcels internationally, enter your company name in the International Parcel 

– Sender’s Name box. 

2. Ticking the boxes underneath Create Consignment Display Settings will affect the appearance of your form 

when you create a consignment. 

• If you tick the box next to Show Reference Information Section, your Create Consignment form will 

feature information as shown in the image below. 


Page 8 January 2014



• If you do not require an internal charge back account or other fields, please do not tick the 

Show Reference Section box. 

• If you tick the box next to Show Get Weight button, you will be authorising eParcel to calculate your item’s 

weight using weighing scales connected to your system. If this is an option you would like to consider or 

would like more information, contact the business consultants in your state. 

• If you tick the add to Address Book as Default button, every consignment address will be automatically 

saved to your address book. 



1. International eParcel users should complete this form if an email to a customs broker is required. 

• Select Email for Customs Broker from the drop-down list. 

• Type in your message to the customs broker in the Email Body Text field provided. 

Customs broker: A company that can assist you 

with clearing goods through customs when you 

are sending or receiving parcels internationally. 


Page 9 January 2014



2. If you’re providing customers with labels for eParcel Returns you can send them a message to explain how 

to manage their returns. For assistance on this, please see page 35 in the returns section of this guide. 

• Select Email for Post Returns from the drop-down list. 

• Type in a message to your customers in the Email Body Text field. 


Setting up and modifying users (system administrators only) 

Upon setup with eParcel, you will need to nominate your system administrators. Please see the following 

for instructions on how administrators can: 

a. Add users 


System administrator: A nominated contact in 

your organisation who can provide access to the 

eParcel application. 


Page 10 January 2014



a. Add users 

1. Go to the Administration tab and select Add User. 

2. Complete the User Details fields on the Add User screen that appears. 






1. Go to the Administration tab and select Modify User. 

2. You will be presented with the Search for User screen. Enter at least one of the fields and click Search. 

Tip: By clicking the Search button without 

completing any fields, all users will be displayed in 

the search results. 

3. On the Search Results screen, select the user whose profile you wish to modify. 

4. When you click through to a user profile, you can make changes to their details, access, and authorisation status. 

Tip: If you wish to deactivate the user, tick the box 

beside Inactive within their profile. 






Printing 

In this section we will guide you through: 




1. Go to the Administration tab and select Printer Setup. 

2. Tick the box next to Group by Label Type for Print Job. 

Note: By selecting the Group by Label Type, 

your labels will print in varying groups, i.e. all your 

Express Post labels together, all your Parcel Post 

labels together. 

Tip: A printer must be setup for each of the shown 

label types. If this is a thermal printer, tick the box 

in the Thermal Printer? column. 

3. For each Label Type listed, select your Printer and Tray from the drop down list. 

4. Select Label Stationery using the drop-down lists. 

Tip: Tick the Prompt for Paper check box if you’d 

like the printer to pause after receiving the print 

job, giving you time to load the tray before it 

starts printing. 


6. Select Label Type. 

7. Click Test Print. 





8. Check the printed test label to make sure all fields are aligned correctly. If not, make any adjustments using 

the Top and Left Offset fields and repeat steps six to eight until they print correctly. 

Tip: The Left Offset field allows you to adjust the 

horizontal position of the label when printing and 

the Top Offset allows you to adjust the vertical 

position. Positive numbers will move margins 

down and right while negative numbers will move 

margins up and left, they are all in millimetres. 

9. Click Save when satisfied with the test print. 






You can choose to print your labels to PDF files as a default setting where they will automatically download to 

your computer. 


2. Under Define Printing Option, tick the box next to Print and Preview Labels in PDF. 


Note: Print and Preview Labels in PDF under 

Define Printing Option must not be selected 

when completing printer setup. This preference 

can be changed by repeating the above steps. 

User setup FAQs 

I cannot access eParcel, what should I do? 

Ring The National eParcel helpdesk number 1800 287 457. 

How do I know what location to log in to? 

If your organisation has more than one location and it’s not obvious to you which one you should log in to, check 

with your system administrator. 

Am I a system administrator? 

If you’re unsure whether you’re an administrator or not, the quickest way is to log on, and click the administration 

tab. If you can see the options to add user and modify user you are an administrator for your organisation. 

How do I reset my password in eParcel? 

If you are locked out, or forgotten your password, you need to reset it from the eParcel logon screen. Under 

the username and password fields, there is a link, forgotten your password? Click here. A field will pop up that 

requires you to enter your email address. If this matches the email address allocated in the eParcel system, 

it will generate a new password and send it to you via email. 




Consignments 

Consignments are required for every parcel you want to lodge with Australia Post, using eParcel. This section 

is your guide to: 

• Saving frequently used packaging 

a. Saving carton types 

b. Saving article types 

• Create domestic consignments 

• Create International consignments 

• View consignments not yet despatched 

• View your recurring consignments 

• Edit consignments 

• Print consignment labels 

• Creating your International eParcel signature 

• Despatch your consignments 

• Consignment FAQs 

Tip: Before creating your consignments, you might 

want to consider whether you will be sending 

cartons or articles of the same size and weight 

regularly. If so, you can save time entering individual 

requirements for both domestic and international 

consignments by setting up Carton Types and / or 

Article Types. It is important that this information is 

accurate as it will impact how you are billed. 

Saving frequently used packaging 

You can save time creating consignments by storing packaging sizes that you send regularly with eParcel. 

Simply follow the steps below to create one or multiple Carton Types for Domestic consignments, or Article 

Types for International consignments. These will become visible for you to select from in the Carton Type and 

Article Type drop down lists when creating consignments. 

a. Saving carton types 

1. Measure the height, length and width of the complete carton in centimetres. 

(H) Height 

Box Irregular shape Satchel 

(L) Length 

(W) Width 

H 

H 

H 

L 

L 

L 

W W W 




Consignments 

Tip: When measuring your parcel, always use 

the highest, longest and widest points. Please 

see illustration. 

2. Go to the Reference Data tab and select View Carton Types. 

3. Click the Create button and fill in all fields marked with an asterisk (*) and the Carton Type Code with 

something useful for you to identify which package size it is. 




Consignments 

Unless the package size you are storing is always the same weight, there is no need to complete the weight field 

on the Create/Edit Carton Type screen. You can do this when creating consignments. 

Tip: Select Yes in the Default Carton Type for 

your most common size packaging. This size will 

automatically populate Carton Type dimensions 

on the Create Consignment tab. 


5. To view your saved carton types, go to the Reference Data tab and select View Carton Types. 




Consignments 

b. Saving article types 

1. Measure the height, length and width of the complete article in centimetres. 

2. Go to the Reference Data tab and select View Article Types. 

3. On the View Article Types screen click the Create button. 




Consignments 

4. Complete as many fields as possible. 

Tip: The Article Type ID should be something 

useful for you to identify which product it is. 

5. Tick the International Article Type box if sending the product overseas. 

Tip: By creating an article type for products 

that you send regularly, you can save time when 

creating international consignments, as it will form 

part of your Customs Declaration. 

6. Click Add to go to the Create/Edit Article Goods. 

7. On the Create/Edit Article Goods screen complete all fields for the product. 


9. To view your saved article types, go to the Reference Data tab and select View Article Types. 




Consignments 

Create domestic consignments 

1. Go to the Consignments tab and select Create Consignments. 

2. Select a domestic service from the Charge Code drop-down list. 

3. Fill in the remaining form fields. 

Tip: If you have regular customers or enter an 

address you wish to keep, we recommend you 

select the Add To Address Book box. If you would 

like to save all addresses to the address book by 

default, go to the Administration tab, select Edit 

User Details and tick the Add to Address Book 

as Default box. You can access the address book 

by clicking Consignee Search on the Create 

Consignment screen. 

4. The State field will be automatically populated, based on the postcode entered. 

5. If using the Authority to Leave option, please tick the box before completing one of the following: 

• Select one of the predefined messages from the drop-down list. 

or 

• Enter instructions in the free text field located below the drop-down list. 

Note: Authority to leave means Australia Post 

will deliver your parcel to the address whether 

someone is present to receive it or not, therefore 

you should not tick this box unless you have your 

customer’s permission. 

6. If you have a specific date, day or time you want this consignment delivered, click the + symbol next to 

Delivery Date and select preferences. 




Consignments 

7. Fill in as much information as you can in the Article Information section. You can select a saved carton or 

article type from the drop-down list or enter the details as a unique entry. 

Please see the Saving frequently used packaging section of this guide. 

Tip: The length, width, height and weight needs to 

be an accurate reflection of the carton or article 

you are lodging. 

Note: The fields displayed here will change based 

on the contract details or user details. 

8. You can send a maximum of 20 articles in a domestic consignment. 

9. If you know this is a consignment you will want to send again, tick the box next to Create New Recurring. 

10. Click Save. A pop-up will appear, confirming the consignment number. Click OK. 

11. Now click the Save Cons. button. You will be taken to the View / Edit Consignment screen. 

Create international consignments 



creating your consignment as it will form part of 

your Customs Declaration. 

1. Go to the Consignments tab and select Create Consignments. 

2. Select an international service from the Charge code drop-down list. 

3. Fill in the remaining form fields. If you enter an address you wish to keep, tick the Add to Address Book box. 

Next time you send to this address, you can access the address book by clicking Consignee Search. 

4. Select an Article Type from the drop-down list, under Goods Information. 

5. Click the Save Cons. You will be taken to the View / Edit Consignment screen for your consignment. 

View consignments not yet despatched 

All consignments you have created, that have not yet been despatched, or are recurring, can be viewed on the 

Consignments tab. 

1. Go to the Consignments tab and select View Consignments – Not Despatched. 

2. You will see the full list of your consignments awaiting despatch. 




Consignments 

3. Newly created consignments will be automatically assigned to the next manifest (that is, the next combined 

mailing of consignments). 

4. The list is sorted by creation date, with the oldest consignments appearing first. 

5. You can filter your results against these categories: 

• Delivery to: consignments with the same consignees. 

• Charge code: consignments with the same charge code. 

• Label printed: consignments whose labels have already been printed. 

• Next manifest indicator: consignments that have been assigned to a manifest. (This is done automatically, 

so if your consignment has not been assigned, check it. There may be a problem.) 

• Expected despatch date: the date it is anticipated the consignment will be sent. 

• Invalid: If your consignment has a tick in the invalid column, click through to it in the Consignment Nbr 

column to check it. 

Manifest: The report that summarises the group of 

consignments you have lodged with Australia Post 

on that day, this could be one or multiple 

consignments. You need to print this report and 

provide a signed copy when you lodge your parcels. 

6. From the View Consignments – Not Despatched screen you can do the following: 

• Delete a consignment. 

• Manually assign or unassign a consignment to the next manifest. 

• Despatch all consignments that have been assigned to the next manifest. 

• Display a consignment’s details (click through to it in the Consignment Nbr column). 

• Print labels for some or all articles in the consignment. 

• View the estimated delivery charge and time. 

• Filter the list of consignments. 

• Push clear filter to display all consignments in the manifest. 

• Sort the list by clicking any one of the column headings. 




Consignments 

View your recurring consignments 

If you ticked the box next to Create New Recurring when you created a consignment, it will be listed on the 

View Consignments – Recurring screen. 

1. Go to the Consignments tab and select View Consignments – Recurring. 

2. On this screen, you’ll see the list of all your consignments that are scheduled to recur. 

3. Clicking on the Recurring ID of a consignment will take you to the Edit Recurring Consignment screen, 

where you can view and edit details. (See the next section, edit your consignments.) 

4. From the View Consignments – Recurring screen you can do the following: 

• Create a new consignment from a recurring one – click Create New Consignment from Recurring. 

• Delete a recurring consignment. 




Consignments 

Edit consignments 

Use the View / Edit Consignments screen to make changes to your consignment. Consignments listed 

on both the View Consignments – Not Despatched and View Consignments – Recurring screens. 

1. View a consignment, either by clicking on the Consignment Nbr on the View Consignments – 

Not Despatched screen, or the Recurring ID on the View Consignments – Recurring screen. 



creating your consignment as it will form part of 

your Customs Declaration. 

2. If a field is grey, you will not be able to edit it. 

3. If you must change this field, delete the incorrect consignment and create a new one. 

4. Domestic and international consignments have different display fields. For example, CTC Amount and 

Signature Required fields aren’t relevant for international consignments, so these won’t appear. 

5. If you’ve made any changes, click the Save Cons. button. 




Consignments 

Printing consignment labels 

Printing the labels for your consignments is the final step you need to take before you can despatch. 

In this section, we’ll walk you through: 

There are three ways to print your consignment labels. They are: 

1. Go to the Consignments tab and select View Consignments – Not Despatched. Select one or more 

consignments by ticking the corresponding box in the Select column: click the Labels button. 

2. Go to the Consignments tab and select View Consignments – Not Despatched. Click the Consignment Nbr 

link of a particular consignment. You will be taken to the View / Edit Consignment screen of this consignment: 

click the Labels button. 

3. Go to the Consignments tab and select View Consignments – Recurring. Click the Recurring ID of a 

particular consignment. You will be taken to the Edit Recurring Consignment screen: click the Labels button. 

Tip: If you’ve selected to print to PDF for your 

labels (see the section Printer Setup), a record 

of your PDF downloads is available. To view this, 

or download the labels again, simply go to the 

Consignments tab and select Labels Download. 

Find the record you’re after, and click the 

Download button. 




Consignments 

Note: Ensure your printer has sufficient ink to 

produce good quality labels, this will assist your 

article to process through our network efficiently. 

This includes making sure that there is a good 

contrast of black ink on white labels and that 

the printer hasn’t missed any details or put lines 

through the barcode. 

To ensure our equipment can scan barcodes on your consignment labels properly, please follow the 

checklist below. 

a. Check the print quality is good – the ink 

should be black, not grey. 

b. Check the barcode background colour – it should 

be all of the same colour, with no contrast. 

Not acceptable 


c. Check for damage – ensure your barcode isn’t 

torn or ripped in any way. 

d. Check your printer heads are clean – this prevents 

the printing of vertical lines through the barcode. 






Consignments 

To ensure our equipment can read barcodes on your consignment labels properly, please follow the 

checklist below. 

a. Check the barcode isn’t obstructed – it should be clearly visible with nothing covering it, 

eg plastic strapping or tape. 



b. Check the barcode is visible on one side of 

the parcel only – ensure it’s not wrapped 

around the edge of the parcel. 

c. Check the barcode is flat – it should be 

positioned on the parcel’s largest part and 

avoid placing it over the packaging fold or flap. 


Acceptable 




Consignments 

Creating your international eParcel signature 

If your parcels are being sent overseas, they will in many cases need a Signature for the customs 

documentation. To create this, please follow the steps below: 

1. Go to the Administration tab and select Edit User Details. 

2. Enter your name in to the International Parcel – Sender’s Name field. 


If your customer is using a customs broker, you are also required to do the following: 

1. Go to the Administration tab and select Edit Email Details. 

2. Select Email for Customs Broker in the top drop-down list. 

3. In the field below, enter your email address. 





Consignments 

Despatch your consignments 

You are ready to despatch your consignments once you have completed the following: 

• Selected and assigned them to the next manifest – the Next Manifest Ind. box is ticked. 

• Labels have been printed for them – the Label Printed box is ticked. 

• The consignment is not marked as invalid – the Invalid Consignment box is not ticked. 

1. Go to the Consignments tab and select View Consignments – Not Despatched. 

2. Tick the box in the Select column next to any and all consignments you want to print labels for. 

3. Print the labels by clicking the Labels button. If you are happy with the printing, apply to the 

appropriate parcels, ready for despatch. 

4. Click the Despatch button. 

Note: When you click the Despatch button, 

eParcel will include all consignments that 

have ticks in both the Label Printed and Next 

Manifest Ind columns on the manifest. 

5. A pop-up box will confirm that the consignments are going to be despatched. Click OK. 

Tip: If you don’t want to despatch all of your 

consignments, select the ones that you don’t 

want to despatch and click the Assign button 

(to remove them from the next manifest) before 

clicking the despatch button. 

Note: If an error message appears, either of the 

Next Manifest Ind. or Label Printed boxes were 

not ticked, and / or the Invalid Consignment box 

of any of your consignments is ticked. Please 

review these and try again. 

6. Once this is complete, you will be automatically redirected to your Print Manifest Report screen. Click Print 

to print two copies of the manifest. Page one is for your records, the second page is for you to sign and submit 

when you lodge the parcels with your driver or at an Australia Post retail outlet. 

Tip: If you want to produce a detailed report 

for reconciliation purposes, click the Manifest 

Details button. 




Consignments 

7. An electronic version of the manifest will be sent to Australia Post automatically. 




Consignments 

Consignment FAQs 

How many articles can I have in a consignment? 

There is a maximum of 20 articles permitted for domestic consignments and one article for 

international consignments. 

Is it possible to split a consignment? 

Yes. You can select articles into a consignment, and click the split cons button. All the articles you selected are then 

moved in to a new consignment. You’ll be able to view this from the view consignments – not despatched screen. 

How do I lodge my parcel at a different Australia Post retail outlet? 

Contact your credit manager, you can find the contact details of your credit manager on your invoice. 

I have despatched my manifest but how do I add another consignment or reprint a label? 

Once a manifest has been despatched, you will not be able to reopen it, but it is fine to have more than 

one manifest per day. Simply create another manifest for this consignment and lodge as normal. Remember 

a manifest should represent one single lodgement to Australia Post. Please ensure you physically lodge all 

articles and consignments of a manifest at the same time. 

My consignments won’t despatch, what should I do? 

Pricing for that service may not be included in your current contract, please contact your account manager or the 

national customer contact centre. 

I can’t see my consignments in view consignments not despatched, what should I do? 

Check you clicked save after completing each consignment in the create consignment tab. They should appear 

ready for you to select on the view consignments not despatched tab. If not, then try clicking the clear filter 

button at the top of the page to ensure all consignments are visible. 

How do I cancel a consignment off my manifest? 

Unfortunately you cannot do this from the eParcel system. However, you can contact your lodgement point 

to cancel a consignment within 24 hours of despatch, provided you have not physically lodged the consignment 

for delivery. 

I want to use a different service but I can’t click the option, what should I do? 

You may not have pricing for that service, please contact your account manager or the national customer 

contact centre. 

How many articles can you have on a manifest? 

A manifest can have a maximum of 2,500 articles. 




How to import 

One of the ways eParcel helps you save time is by allowing you to import existing databases rather than 

inputting all your data from scratch. In this section we’ll guide you through: 

• Importing customers 

• Importing Internal Chargeback files 

a. Formatting your file 

b. Importing your Internal Chargeback data file 

c. Single entry for Internal Chargeback accounts 

Importing customers 

Instead of creating customer contacts one by one when you create consignments, save time and import your 

existing customer contact database. 

Simply follow these steps to import your existing customer contact databases. 

1. Before importing your data to eParcel, you need to export or save your contacts as a .csv file from your 

database software. (This should be possible if you use Excel, MYOB, or Outlook, for example.) 

Tip: It is important that the format of the file is 

correct in order to ensure a complete error free 

import of consignees. 

2. Go to the Reference Data tab and select Import Reference File. 

3. Click the Import Consignee File button. 

4. Click the Choose File button. 




How to import 

5. Locate the .csv file in your system, and click Open. 

6. Click the Import button. A message will tell you whether the import has been a success or if there are any problems. 

7. To view the details of your import, click View Log File, under Problem Description you’ll be informed of any 

difficulties with your file. 




How to import 

Importing Internal Chargeback files 



c. Single entry for Internal Chargeback accounts 

In this section, we’ll show you how to create an internal chargeback file, using your own database or spread 

sheet to import your information to the eParcel system. 

As with importing your customers (see how to import your customer section of this guide), ensure your data is 

saved as a .csv file. You can export or save your information as a .csv file from your database software if you 

use programs like Excel, MYOB, Outlook, for example. 


Refer to this table for how your information should be formatted: 

Data Field Description Field type Max characters Mandatory 

CHRGBCK_ACCT Internal Chargeback Account ID Various 40 Yes 

PARENT_ ACCT_ID Internal Parent Chargeback Account # Various 20 No 

DESCR Description Various 50 Yes 

CNTCT_NAME Contact Name Various 50 No 

PHONE_NBR Contact Phone Number Various 30 No 

ADDR_LINE1 Address 1 Various 40 No 




SUBURB Suburb Various 50 No 

PCODE Post Code Various 5 No 

INT_PCODE International Post Code Various 20 No 

STATE_CODE State Various 10 Yes 

CNTRY_CODE Country Various 30 No 

IS_CHRGBCK For Chargeback – Y or N valid values Character only 1 No 

IS_ACTV Is Record Active – Y or N valid values Character only 1 No 

There are a number of fields that can be included in your Internal Chargeback file, but note that fields marked 

with Yes in the Mandatory column are mandatory, if they are not provided, specific records will not be imported 

and they will be reported in the error log file. Other records (without error) will be successfully imported. 

Tip: Remove any commas (,) or quotation marks 

(“) in your data prior to importing your .csv file. It 

is important that the format of the file is correct in 

order to ensure a complete error free import. 




How to import 


1. Go to the Reference Data tab and select Import Reference File. 

2. On the Import Reference File screen, select the Import Internal Chargeback Accounts option. 

3. Click the Choose File button. 

4. Locate the .csv file in your system, and click Open. 




How to import 

5. Click the Import button to import your internal chargeback file. A message will tell you whether the import has 

been a success or if there are any problems. 

6. To view the details of your import, click on View Log File. 

Note: Only one Log is produced, so if you 

imported more than one file, details from all the 

files will be displayed. 

The Log displays details including: 

• Customer name 

• Name of the log file 

• The date of import 

• The imported file’s location and name 

• Error details (if errors are found) 

• Error line number 

• Error description 

• Possible ways to fix the error 

• Summary details 

*Error Message? 

If a file is not in the correct format for importing, 

you will get an error message. The file must be 

.csv A text (eg, .txt, .doc) file will not process. 




How to import 

c. Single entry for Internal Chargeback data 

You can also enter new Internal Chargeback accounts individually by following these steps: 

1. Go to the Administration tab and select Manage Internal Chargeback Accounts. 

2. When on the Manage Internal Chargeback screen, click the Create New button. 

3. Complete all mandatory fields marked with an asterisk and as many of the other fields displayed as possible. 





How to track 

The eParcel track advice facility gives you peace of mind that your parcels are on their way. Your customer is 

given assurance that they will soon be in receipt of their purchase. 

In this section, we’ll guide you through: 

• How track advice works 

• How to setup your notifications 

• A few sample emails, so you know what messages your customers can receive 

• Tracking FAQs 

Tracking: Information you can access to track 

where your parcels are in our network. 

How track advice works 

In eParcel, we offer you two despatch email options: 

1. Despatch Notification – Your addressee can choose to opt-in. 

This service is available with: 

• Standard eParcel. 

• Express Post. 

• Express Courier International (ECI). 

2. Track Advice Notification – your addressee is automatically opted-in to receive delivery email notifications. 

For domestic delivery, mail notification will be sent regarding three stages of the delivery process – we refer 

to these as track events. They are: 

1. When the parcel is onboard with the driver and expected to be delivered that day. 

2. When a card has been left at the customer’s address. The email advises that the parcel is ready for pick-up 

at an Australia Post retail outlet with ID that matches the delivery address. 

3. In acknowledgement that the parcel has been delivered. 

For international delivery via ECI, mail notification can be sent for up to five track events. These are: 

1. Despatched from Australia. 

2. Onboard with driver for delivery. 

3. Attempted delivery. 

4. Carded to an Australia Post retail outlet. 

5. Delivered. 

Manual processes are sometimes required due to remote locations of deliveries, or other technical issues, track 

advice notification can’t be guaranteed 100 per cent of the time. Internationally, not all countries offer electronic 

event capture. For more on international availability, see the international product guide: 

auspost.com.au/media/documents/international-post-guide.pdf 




How to track 

How to setup your notifications 


2. Under the heading Define Email Notification Defaults, select your preferred notification type – 

Despatch Email, Track Advice or None. 

Note: If you choose Track Advice your clients will be 

automatically opted in to receive notifications. This 

email won’t be used for marketing or other purposes. 

By providing us with your client’s email address, 

you are indicating you have authority to do so. 

3. Select or enter the name you wish to be represented by in the email – the email could come from 

your business name, trading name, or another name of your choosing. 





How to track 

Sample emails 

See below for samples of both despatch and track advice emails. 

Despatch 1. 

Dear Customer 

Your parcels (2) from The Picture Shop have been despatched with Australia Post. 

The consignment can be viewed or you can choose to receive tracking emails by clicking on this link: 

Please allow approx 24 hours before checking the website. 

Regards 

The Picture Shop 

**Please note that this is an automatically generated email – replies will not be answered. 

Despatch 2. 

Dear Customer 

Your parcel (1) from The Picture Shop has been despatched with Australia Post. 

You will receive email notifications relating to the arrival of the product to the delivery address. 

Please click on should you wish to: 

1. add an email address to which these email notifications are sent. 

2. view the current status of your parcels. 

3. read more about this service. 

If you do not want to receive emails to this address please . 

Regards 

The Picture Shop 

**Please note that this is an automatically generated email – replies will not be answered. 

Track Advice – On Board with Driver 

From: EMNoReply@auspost.com.au [mailto: EMNoReply@auspost.com.au] 

Sent: Monday 7 January, 2013 7:50 AM 

To: Fred@thepictureshop.com.au 

Subject: Track Advice Article FFT5413486981 

Please be advised of your article delivery status. 

Consignment Number FFT5413486981 

Article Number 23456444 

Total Articles 3 

Date/Time 07.01.13 7:30:00 

Current Status On Board with Driver for Delivery 

Location 2515 

To stop further notifications, please 




How to track 

Track Advice – Carded to Post Office 


Sent: Monday 7 January, 2013 1:50 PM 







Date/Time 07.01.13 13:30:00 

Current Status Awaiting Collecting at the Post Office 

Location 2515 

AUSTINMER NEWSAGENCY 

102 LAWRENCE HEARGRAVE DRIVE 

AUSTINMNER NSW 2515 


Track Advice – Delivered 


Sent: Monday 7 January, 2013 4:50 PM 







Date/Time 07.01.13 16:30:00 

Current Status Delivered 

Location 2515 





How to track 

Tracking FAQs 

Can I add any free text to the despatch email? 

No. Despatch emails are automatically generated and can’t be altered. 

Can I send my own despatch emails with tracking advice? 

Yes. You can reproduce a tracking URL to send direct to your customers. The format for this is: 

http://auspost.com.au/trac.html?id=[consignment_id]&email=[email] 

If you don’t wish to include the user email addresses with this link (to prevent the user from being automatically 

opted in to receive tracking emails) use the following URL: http://auspost.com.au/trac.html?id=[consignment_id] 

Can my customers receive track advice notifications to more than one email address? 

Yes. When your customer clicks the link from the despatch email, they will be able to add up to two additional 

email addresses. A verification email will be sent. Once the verification has been done, track advice notifications 

will be sent to these new addresses. 

Can the despatch email include expected delivery date? 

No, this is not currently possible. 

How do I unsubscribe? 

There is an unsubscribe link you can click in the original track advice and delivery emails sent from eParcel. 

If for any reason this unsubscribe process doesn’t work, please call 13 11 18. 

How do I, and my customer, track their parcel? 

Firstly, make sure you have access to our tracking system. If you do not already, contact your account manager, 

who will organise a log in and have a simple user guide sent to you. 

There are two options for providing your customer with access to tracking when on the consignments tab, 

creating a label page. 

• You can either, tick the track advice option available and include the customers’ email address in the email field 

so that they receive a track advice for all 5 track events up to delivery of the item. 

• Or you can select despatch email, which confirms despatch of the goods and provides the customer with a link 

and tracking number for them to follow up themselves on the tracking system. 

Log on to the Australia Post web site track an item auspost.com.au/track/ 




How to check charges 

eParcel lets you reconcile all your invoices against your manifests easily, helping you check that the actual 

charges for your manifests match your declared charges. This can be done in two ways: 

• a. Refer to the tax invoice 

• b. View the individual charges per article or consignment 

a. Refer to the tax invoice 

View an itemised breakdown per manifest in the statement section on the back of the invoice Australia Post provide. 

b. View the individual charges by consignment or article 

1. Click on the Manifests tab and select View Manifests from the drop down menu. 

On this screen you will see a summary of all manifests, if a tick appears in the created/amended by Post 

column, you have been charged accordingly for a variance found between the declared weight and the weight 

measured by Australia Post equipment of an article or parcel. 





Tip: When on the View Manifests screen, only 

manifests with finalised charges will appear in the list. 





2. To view the entire manifest and details tick the corresponding box in the select column and click the Reprint button. 

Once on the Print Manifest Report screen, use the scroll bar at the bottom to view the full details of the 

manifest including any variances. To print a hardcopy of the report click the Print button. 





Tip: If you declare all your parcels accurately 

on a manifest and supply this manifest on time 

to us, then there will be no variance between 

the estimated declared charges and the actual 

charges you receive from us. To find more 

information on how to declare your parcels 

accurately, please refer to our Helpful guide to 

cubing, available at auspost.com.au/eParcel 




eParcel reports 

With eParcel , you can generate four different kinds of reports across any time period. These are: 

1. Create Post Charge to Account Analysis Report – to see the postage charges applied to your account. 

2. Create Lodgement Analysis Report – to see the details of a customer’s lodgements accumulated. 

3. Create Merchant Post Returns Report – to see the charges of Post Returns that have been applied to 

one of your accounts. 

4. Create Call for Returns Report – to see the Call for Returns that were generated against a merchant’s 

Internal chargeback account. 

How to generate your reports 

1. Go to the Reports tab and select the report you want to generate. 

2. Complete as many fields as you can. 

3. Once you have filled in the form, choose one of the following options: 

• If you want to start over click Clear Search. 

• To see the report click View Report. 

• To export to CSV click Export Report. 

• To directly print your report click Print Report. 

• To send reports via email click Email Report – this is only available for Create Merchant Post Returns Report 

and Create Call for Returns Report. 




eParcel reports 

4. If when you click one of the buttons above you are greeted with the message Report Produced no Results, 

then please try again and adjust the date range, or the account you are looking at. 



1 2 3 

4 5 6 

7 8 9 

* 0 # 

AUP 001 


Returns 

Australia Post Returns 

Australia Post Returns is available with eParcel and provides you with flexible return options to suit your business 

and customer needs. 

If you have Returns pricing in your contract, the Returns tab in eParcel will be available and this section will help 

guide you through: 

• How returns work 

a. Contact you 

b. Use label provided 

c. Go online 

• Set return addresses 

• Create return requests 

a. Create a new return request 

b. Create a return request for an existing consignment 

• Print return labels 

a. Automatically generate return labels for all consignments 

b. Print a return label for a new consignment 

For access to Returns and information about pricing, contact your Account Manager or call 13 11 18. 

How returns work 

Our returns options, contact you, use label provided and go online are explained below. The eParcel functions 

that are useful for you to learn, depends on how you’d like to offer returns to your customer and what has been 

priced in your contract. 

Returns Process - Contact you 

Customer contacts you to return parcel 

a. Contact you 

If you would like more control of your returns, you can ask your customer to contact you when they want to 

arrange a return. Then you can either email a return label for them to print, package and post, or arrange for 

the item to be collected (see Create return requests section of this guide). 

Send 

Your customer service team 

requests a pickup and notification 

is sent electronically to the 

relevant delivery centre 

The Australia Post 

delivery centre calls your 

customer to arrange a 

pick up within 3 days 

Our driver collects 

the item from your 

customer on agreed date 

Our driver attaches 

return label and 

scans the parcel 

12:00 

IN 

OUT 

Your website instructs 

your customer to call your 

customer service team to 

arrange a return 

Your customer service 

team uses eParcel 

Online to input your 

customer’s details 

The parcel moves through 

our delivery network 

and is tracked 

along the way 

The parcel is delivered 

back to your nominated 

business address 

Your customer service 

team emails the return 

label to your customer 

Your customer packs 

the items to be returned 

and attaches the printed 

return label 

Your customer drops the parcel 

at an Australia Post retail outlet 

or uses a Street Posting Box 

(Packaging can be provided in-store) 




Returns 

Returns Process - Use label provided 

Customer returns parcel using label provided 

b. Use label provided 

This option allows you to send out the returns label with your customers’ parcel. You can choose to automatically 

create return labels for all your consignments, or you can choose to create a return label for a specific 

consignment (see Print return labels section of this guide). 

IN 

OUT 

You print out the 

return label from 

eParcel Online and 

include in your 

customers’ parcel 

Your customer 

packs the items to 

be returned and 

attaches the supplied 

return label 

Your customer drops 

the parcel at an 

Australia Post retail outlet 



The parcel moves through 

our delivery network and 

is tracked along the way 




Note: Before you can print return labels, ensure 

you’ve set them up correctly for printing. 

Please see the Printer setup section of this guide. 

Returns Process - Go online (return via My Deliveries) 

Customer 

c. Go online 

returns parcel using ‘My Deliveries’ label 

You can ask your customer to go online and print their return label via My Deliveries, our online consumer parcel 

delivery management tool which is available at: auspost.com.au/mydeliveries 

This is a great option if you would like your customers to arrange the entire returns process themselves. 

Your website directs your 

customer to the Australia Post 

My Deliveries website 

Your customer follows the 

instructions in My Deliveries 

to print the return label 

Your customer packs the 

items to be returned and 

attaches the printed return label 

OUT 

IN 




The parcel moves through our 

delivery network and is 

tracked along the way 

Your customer drops the parcel 

at an Australia Post retail outlet 



Note: You will not be charged for a return until it 

has been lodged with Australia Post. 




Returns 

Set return addresses 

Save time creating return labels by storing up to six return addresses. Simply follow these steps to save 

your default return address and up to five additional ones. 

1. Go to the Administration tab and select Edit Location – Return Address. 

2. On the Edit Location – Return Addresses screen, complete the fields with your return address details. 

Tip: Tick the Default Return Address box to set 

this as your default return address. 

Tip: Save time when creating return requests and 

populate the return address drop-down list on 

the Create Returns and Create Consignment 

screens. Do this by entering a name for the return 

address in the Alias field on the Edit Location – 

Return Addresses screen. 


4. Repeat the above process to save up to five more return addresses. 

Note: Saved addresses will appear in a drop-down 

list at the bottom of the screen. 




Returns 

Create return requests 

In this section, we’ll show you how to Create a Return Request once your customer has contacted you. 

You can either email a return label for them to print, package and post, or arrange for the item to be collected. 

There are two methods for creating return requests: 



Note: If your Returns tab is greyed out and you 

can’t click it, this means you do not have Returns 

pricing in your contract for this Account number. For 

access to Returns and information about pricing, 

contact your Account Manager or call 13 11 18. 

Tip: If you would like to email a return label to 

your customer for them to print, package and 

post, select the eParcel Post Returns service. 

Tip: If you would like to have the item picked-up 

from your customer, select the eParcel Call for 

Return service. Once submitted, a manifest will be 

created and automatically sent to Australia Post 

to arrange a pick-up. To select the eParcel Call 

for Return service, pricing needs to be included in 

your contract and is only available for domestic 

customers in select locations. 




Returns 


To create a return request without an existing consignment please follow these steps: 

1. Go to the Returns tab and select Create a Return Request. 

2. Complete all fields marked with an asterisk. 

3. Select a Return Service Type. 

Note: The return services available will depend 

on the products agreed on in your contract. If 

you select the eParcel Call For Return (Pick-up 

Required) service, the pick-up fee is non refundable. 




Returns 

4. If you do not require a signature on delivery, tick the Is Signature Req’d? box to de-select. 

5. If the return contains dangerous items, tick the Dangerous Goods? box. 

Note: A return containing dangerous goods can’t 

be sent via Express Post. 

6. To include Transit Cover, please complete the Transit Cover Amount per consignment and Description of 

Goods fields. 

Tip: If your parcels are likely to always be returned to 

the address you’ve entered, click the Set as Default 

Return Address button. The next time you create a 

return request this address will automatically appear. 

7. Click the Submit button. A return manifest will be created automatically and sent to Australia Post. 

8. You are prompted to select whether you’d like to print or email the labels. Complete the Email Address field 

if you choose to email the labels. 


1. Go to the Returns tab and select Create Return Request. 

2. Complete at least one of the fields with details of the existing consignment and click the Search button. 

Details from the previous consignment automatically populate the Delivery Details section. 

3. Confirm the number of articles to be included in the return request in the Qty field. 

Tip: Each article will become a separate consignment. 

4. Follow steps 3 – 8 from the previous Create a new return request section of this user guide (page 54). 




Returns 

Print return labels 

In this section we’ll guide you through the three ways you can produce a return label and describe which 

best suits your selected return option – whether it’s contact you or use label provided. 

a. Automatically create return labels for all consignments 


a. Automatically create return labels for all consignments 

1. Go to the Administration tab and select Edit Location – Merchant Location Details. 

2. Tick the Print Returns with outward label box. 


Note: Returns labels will print at the same time 

that you print your consignment labels. See the 

Print consignment labels section of this guide. 




Returns 


This is best suited when you don’t want to print a return label automatically with every consignment. 

Follow these steps to print a return label when you create a new consignment: 

1. Go to Consignments tab and select Create a consignment. 

2. Tick the Print Return Labels box. 

3. Complete the remaining fields as normal when creating consignments. 


Note: Returns labels will print at the same time 

that you print your consignment labels. See the 

Print consignment labels section in this guide. 




eParcel options 

With eParcel, there are a number of optional extras you can include to make your service even better for you 

and your customers. 

Delivery Choices 

Delivery Choices improves customer experience by providing greater flexibility with parcel deliveries. 

Convenient options that allow customers to choose where and when they would like to receive their delivery: 

• Their home or office. 

• Their preferred Australia Post retail outlet. 

• A 24 / 7 Parcel locker. 

• Or on a specific date, day or time slot. 

Express Post 

We know that some businesses want to get their products into their customers’ hands quickly – the solution 

is Express Post. It has all the benefits and features of eParcel but with guaranteed next business day delivery 

within the Express Post delivery network*. 

We can offer you even more eParcel options: 

• eParcel Cash to Collect. 

• Transit cover. 

• International products and services. 

Contact your account manager for more details on the full range of eParcel options. 

*The national next business day delivery network operates between all capital cities (except Darwin and in Perth CBD only) and some major centres. 

Express eParcel is not covered in the Express Post Guarantee. 




Need help? Contact us 

If you require further assistance using eParcel, you can contact: 

National customer contact centre 

Enquires (Account holders) – 13 11 18. 

Please contact our National customer contact centre account holder line for all enquiries including: 

• Lost or damaged items. 

• New or additional pricing. 

• Contract queries including contract expiration, new or additional pricing, additional services. 

• Credit for a consignment you did not lodge. 

• Charging issues. 

• Change or arrange your pick-up times. 

Lodgement point 

Please contact your lodgement point for the following: 

• Ordering more labels (you can find the product SKU on the label). 

• Manifest changes and cancellations. 

• Damaged parcels (if your customer receives a damaged parcel, your customer will need to take their parcel into 

an Australia Post retail outlet to have it assessed and complete a form which will then be reviewed for your claim). 

Credit manager 

You can find the contact details of your credit manager on your invoice. 

Please contact your credit manager for the following: 

• To change or add a lodgment. 

• Late payment fees. 

Track a parcel 

auspost.com.au/track 

eParcel technical support 

National IT service desk 24/7 – 1800 287 457. 

Please contact the National eParcel helpdesk for all enquiries, including: 

• General support. 

• To raise an urgent issue – password reset, issues with manifest, consignment creation. 

• For access or issues with the event management system (track parcels). 




Need help? Contact us 

State eParcel team 

To log requests for further technical assistance on the following, please call your State eParcel team: 

• Cannot access system or system issues. 

• Password reset after the click link to reset password has not worked. 

• Issues with importing into eParcel system. 

• Label not printing. 

Please contact your relevant state: 

NSW 02 8755 9336 

QLD 07 3405 1693 

WA 08 6217 2913 

VIC/SA/TAS 03 9106 7232

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