Parcel Returns made easy

We’re everywhere your customers are in Australia

Sometimes your customers need to return their purchase. How that process happens reflects on your business. That’s why we’ve made parcel returns simple and easy. There is no other returns network that matches ours. We have drop off points wherever your customers are, and many of our 20,000 return locations are available 24/7. These include over 15,300 Street Posting Boxes and over 260 Parcel Lockers. We also enable drop offs during business hours at over 4,300 Post Offices and business hubs. Convenience is well and truly covered.

Your three easy returns options What are easy returns? Go online* Of our return options, this is the A retailer offering easy returns simplest solution for your business, • States their returns policy clearly because your customers self-serve and up-front and implementation is quick and easy. • Offers a generous time period within which returns can be made Find out more • Provides a quick refund • Makes it easy for customers to receive and/or print a returns label • Makes it easy for customers to Use label provided lodge their parcels by offering convenient locations and options This is a convenient solution for your customers. A return label is • Utilises packaging that can easily provided with every parcel and be re-used you only pay if your customer returns the item. Why easy returns? Find out more 13% of online shoppers have said they did not click through to pay for an order because they were unhappy with the returns policy1 Contact you 69% said that they would be unlikely to shop with a retailer that charged This solution provides your business for online returns1 with optimum control. Your customer 60% said that they would be unlikely contacts you to arrange the return, to shop with a retailer following a and you email or post them the difficult returns experience1 return label. Alternatively, you can arrange for StarTrack to collect the item from your customer. Find out more

* Go Online is only available to customers sending and receiving over 10,000 parcels per annum under contract. 1 “Delivery matters – understanding the needs of online shoppers” (Royal Mail, 2016) Returns options including Go online, Use label provided, Contact you and International are exclusively available through our eParcel service.

Parcels Returns Made Simple | March 2018 Print@Post International

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

Find out more

*For more information including countries in which this service is available visit auspost.com.au/returns

Email notifications for return parcels

Your customers returning products will receive up to two email notifications advising them of the progress of their return parcel when: 1. It is first scanned (typically at a Post Office or Parcel Locker, or soon after it has been cleared from a Street Posting Box) 2. It has been delivered to you The feature provides enhanced visibility of the return parcel for your customers and an electronic receipt, helping reduce the anxiety felt by many customers when they need to return purchases. Enable returns notifications by including your customer’s email address when creating your eParcel Return manifest in eParcel Online, the Returns Go Online portal or when directly integrating with us through API or SFTP.

Packaging at a Post Office

If your customers require packaging, you can send them a return label that they can take to a Post Office. Once our staff scan the return label, your customer will be provided with the packaging that you specify, which is then charged back to your account. This solution is in use by a number of leading technology providers for product repairs and recycling, and is ideal for repairs to electronic devices including smart phones, tablets and laptops.

Want to know more?

Your Account Manager can help. Whatever the question, speak to your Account Manager or call 13 13 18

Parcels Returns Made Simple | March 2018 Go Online*

You can ask your customer to go online and print their return label via a co-branded website that’s hosted by us. This is a great option if you would like your customers to arrange the entire returns process themselves. Benefits

• Easy set-up and no integration required • Co-branded, mobile ready website and customised link provided • Two payment models for your customers; you pay or you ask your customers to pay • Option to implement a ‘returns authorisation number’ as a security tool • Useful customer information displayed on eParcel Return label including reason for return, order number and return authorisation number

Direct customer to the Customer follows the instructions on Customer packs the items co-branded portal the portal to print the return label to be returned and attaches via a provided URL If required, customer pays for the printed return label the label online at a rate customised to your business

Parcel is delivered to your Parcel is tracked through Customer drops the parcel at business address the delivery network a Post Office, Parcel Locker or Street Posting Box

More information can be found at auspost.com.au/returns Print@Post is available * Go Online is only available to customers sending and with this option receiving over 10,000 parcels per annum under contract.

Parcels Returns Made Simple | March 2018 Use label provided

This returns option allows you to send out the return label with your customer’s parcel. It’s the most user-friendly option your business can provide. It’s free for the customer and everything they need to return their item is ready to go. This option offers several benefits

• Managed easily through eParcel online or integrated into your system using our shipping API if you prefer • Up to six return addresses can be saved online and individually selected • Return label provided with every outgoing item • Option to supply packaging for your customer when they lodge at a Post Office • Easy lodgement in-store, at a 24/7 Parcel Locker or in a Street Posting Box • You only get charged if a customer lodges their return • Customers lodging at a Post Office receive a receipt with tracking details^ • Option to add Transit Cover for loss and damage up to $5,000

Print out the return Customer packs the label from eParcel items to be returned Online and include it in and attaches the your customer’s parcel printed return label

Parcel is delivered to your Parcel is tracked through Customer drops the parcel business address the delivery network at a Post Office, Parcel Locker or Street Posting Box

More information can be found at auspost.com.au/returns

^ Track events will vary depending on the service used and how your item is lodged and delivered. For details visit auspost.com.au/parcels-mail/our-tracking-service.html

Parcels Returns Made Simple | March 2018 Contact you

If you would like more control over your returns, you can ask your customer to contact you when they want to arrange a return. Then you can either email or post a return label to them. Alternatively, you can arrange for the item to be collected, or your customer can visit a Post Office to print the return label and lodge. This option offers several benefits

• Managed easily through eParcel Online or integrated into your system using our shipping API if you prefer • Free for your customer • Option to supply packaging for your customer and print a return label when they lodge at a Post Office • Easy lodgement in-store, at a 24/7 Parcel Locker or in a Street Posting Box, or Australia Post can collect the item from your customer* • You only get charged when your customer returns the item • Customers lodging at a Post Office receive a receipt with tracking details^ • Option to add Transit Cover for loss and damage up to $5,000

Request a pickup – Delivery centre calls Driver collects item from notification sent to customer within customer on an agreed relevant delivery centre three business days date, attaches return to arrange pickup label and scans parcel

Input customer’s Parcel is tracked details using through the eParcel Online delivery network Your website Parcel is delivered prompts customer to your business to arrange return address

Customer drops Email the return label Customer packs the the parcel at a to your customer items to be returned Post Office, Parcel Locker and attaches the or Street Posting Box printed return label

More information can be found at auspost.com.au/returns Print@Post is available * Conditions apply. Visit auspost.com.au for further details. with this option ^ Track events will vary depending on the service used and how your item is lodged and delivered. For details visit auspost.com.au/parcels-mail/our-tracking-service.html

Parcels Returns Made Simple | March 2018 International

You now have control over how your overseas customers in selected countries return an item. You can ask your customer to contact you when they want to arrange a return and you can email them a return label to print, package and post. The customer then visits their local post office to return the item to Australia. This option offers several benefits

• Managed easily through eParcel Online • Free returns options for your customer • Suitable for international customers • Easy lodgement in-store overseas • Tracking available for EMS products only

Your website prompts Input customer’s details Email the return label Customer packs the items customer to arrange return using eParcel Online to your customer to be returned and attaches the printed return label

Parcel is delivered to your Article arrives in Australia Parcel is transported through Customer drops the parcel business address and moves through our the international delivery at a local post office delivery network network to Australia

Want to know more?

Your Account Manager can help. Whatever the question, speak to your Account Manager or call 13 13 18 For more information including countries in which this service is available visit auspost.com.au/returns

Parcels Returns Made Simple | March 2018