Delivery Choice Integration - Australia Post

Delivery Choice Integration
Information and examples to demonstrate how delivery options can be
rendered in your shopping cart
Classification: Public
Effective 9 March 2012 v1.1
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Contents
1. About this document 3
2. What is delivery choice? 4
3. Why offer delivery choice? 6
4. Delivery choice Application Programming Interfaces (APIs) 7
5. APIs grouped by function 9
6. Rendering delivery choice in the shopping cart 12
7. Other considerations for best practice shipping 16
8. Getting the most out of delivery choice 17
9. My Deliveries 19
Visit My Deliveries for additional information or to register for personal access. 19
Appendix 1 – GUI Examples 20
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1. About this document
Australia Post offers a range of Delivery Choices, which online retailers can integrate into their shopping carts or mail order
companies into their business systems, providing their customers with greater delivery convenience. This document
outlines and explains our delivery choices and provides information about how they can work within your shopping cart and
with your chosen Australia Post lodgement system.
This document also explains why delivery choice is important to the customers’ online experience, and how delivery choice
can improve conversions and drive loyalty.
Our delivery choices are available for integration with external websites by way of Application Programming Interfaces
(APIs), used by web developers. The APIs are presented individually and grouped by function for explanatory purposes.
Graphical User Interface (GUI) examples have been provided to demonstrate how the various delivery choices may be
rendered in your shopping cart. This view also demonstrates how the functionality may be explained within a shopping
cart, with example messaging and notes.
You may choose to offer one or more delivery choices and the flow of the GUI examples provides some guidance on how to
do this.
Technical documentation is provided separately, along with some sample code, to make integration as seamless as
possible. Delivery Choice Technical Specifications
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2. What is delivery choice?
Delivery choice is about offering your customers the ability to select when and where their parcels are delivered so as to
provide them optimum convenience.
Australia Post assists you to do this by providing the following parcel delivery options:
1. Speed of delivery – standard delivery 2- 5 working days or express delivery overnight within the specified
network.
2. Location of delivery – recipients can select one of Australia Post’s Customer Collection Locations or provide a
postal address.
3. Day and Date of Delivery – recipients can elect to specify the day/s of the week or a specific date they wish to
receive deliveries. Conversely recipients can elect days of the week they would prefer not to receive deliveries. In
addition, merchants can specify an embargo on delivery whereby an item is not to be delivered prior to a specific
date 1 .
4. Time – recipients can elect to request an AM or PM delivery.
For added flexibility, day and time choices, date and time and location and day or date choices can be combined.
Delivery Choice Products
Delivery choices are available for parcels lodged with Australia Post via the eParcel or Click & Send lodgement systems.
Listed below are the delivery choices available to specific products within these suites:
eParcel Lodged Articles
Standard eParcel - Location, Day & Date and Time available
Identity on Delivery - Location, Day & Date and Time available
Express – Location (NB. timed delivery windows are only available from second delivery day and are not
applicable to next day delivery at this time)
Cash to collect – Location (Collect from outlet only), Day & Date and Time available
Click & Send
Parcel Post plus Tracking - Location, Day & Date and Time available
Parcel Post plus tracking with Signature - Location, Day & Date and Time available.
Flat rate satchels and flat rate boxes - Location, Day & Date and Time available.
1 The embargo date must be within 14 days of manifest submission and article lodgement.
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1. Select an Australia Post outlet from a specified list for your parcel to be delivered to and collected by the recipient.
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3. Why offer delivery choice?
Delivery of the order is the one truly physical interaction a customer has with an online merchant – failure at delivery
compromises the entire customer experience, no matter how great the digital component may be.
In Australia, there are very few retailers who have initiated delivery choice; a lost opportunity for improving conversions and
building a stronger connection with customers. The most successful online retailers in the world understand the delivery
stage of the customer journey is one of the most critical – it is an opportunity to drive extra value, strengthen trust and
improve the customer relationship.
We have researched this topic at length and present the following key insights:
94% of online shoppers prefer a choice of delivery options to trade off price and speed
depending on needs 1
Insight: The overwhelming majority of consumers would like to have options to consider for delivery, so they can choose
with a click to pay more for faster delivery or opt for the standard timeframe.
45% of online shoppers say their delivery preference changes greatly depending on the
product they are choosing 2
Insight: Almost half of online shoppers surveyed prefer different delivery options for different products or occasions.
Retailers who only offer single delivery options may lose these customers to comparable retailers offering choices to meet
the customers varying needs.
68% of consumers rate choice of delivery options as an important feature of an online
shopping website 3
Insight: More than two thirds of Australian consumers surveyed rate delivery choice as a fundamental ingredient of an
online shopping website, yet very few Australian online retail businesses offer delivery options. Therefore two thirds of
Australian consumers may be frequently disappointed not to see delivery options offered at the point of purchase. Choice
of delivery options was considered more important than product reviews and ratings by those surveyed.
33% of consumers say they would shop more online if a greater choice of delivery
options was provided 4
Insight: Retailers have an opportunity to increase sales volumes by offering delivery choice, with a third of consumers
surveyed declaring they would buy more online if more choices were offered.
48% of online shoppers abandoned purchases at checkout due to the delivery options
offered 5
Insight: The delivery options advertised, including price, timeframe and brand of carrier, have a huge impact on the
reduction of shopping cart abandonment.
1. Source: Stress Free Shopping Campaign Effectiveness Survey, Australia, 2011
2. Source: Stress Free Shopping Campaign Effectiveness Survey, Australia 2011
3. Source: AMR Interactive E-Tailing Survey, Australia
4. Source: AMR Interactive E-Tailing Survey, Australia
5. Source: Stress Free Shopping Campaign Effectiveness Survey, Australia 2011
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4. Delivery choice Application Programming
Interfaces (APIs)
An API is a particular set of rules ('code') and specifications that software programs
can follow to communicate with each other. It serves as an interface between different
software programs and facilitates their interaction, similar to the way the user
interface facilitates interaction between humans and computers.
Source: Wikipedia.
Australia Post’s delivery choice APIs are designed to provide flexibility in the choices offered to consumers and flexibility in
how you price your delivery – whether free, flat rate, variable or a combination.
The following list describes the delivery choice APIs that are currently available and an explanation of what they do.
Delivery Choice APIs
Number Name Description Use
1. Customer Collection
Points
Searches for available collection points and
associated data relevant to the customers query.
Postcode search returns locations that border the
postcode as well as those directly located within
it. It also describes the type of collection point,
access days and hours and address, of the
collection point.
2. Query Delivery Timeslots Returns all delivery timeslots available for each
day of the week and the times associated with
that particular day.
3. Postcode Capability Returns the services available for a postcode
(standard &/or timed)for each day of the week.
Eg. Express, timed deliveries
4. Query Tracking Queries the current status for a consignment or
article.
This API can be used to display white label (your
own branding) tracking on your website.
5. Delivery Dates Returns a list of 10 delivery dates available for an
article/consignment based on the lodgement
date, from/to locations and the network used to
deliver the product type. Always presents the
expected delivery date first followed by nine
additional dates.
6. Validate Australia
Address
Checks the delivery address and returns one of
three responses: exact match with Delivery Point
Identifier (DPID), no match, no DPID.
7. Customer Details Allows merchants to provide customers with
access to their My Deliveries account (see
section 9 for more information on My Deliveries),
saved delivery addresses and preferences. An
authorisation access token will be provided to
you, to return customer address and delivery
preferences. The token is valid for 15 minutes.
This should be used as reference
data. The API should be called initially,
then held locally & updated
periodically.
This should be used as reference
data. Called initially, then held locally
& updated periodically.
This should be used as reference
data. Called initially, then held locally
& updated periodically.
This needs to be called in real time for
all queries.
This needs to be called in real time for
all queries.
This needs to be called in real time for
all queries.
This needs to be called in real time for
all queries.
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8. oAuth Authorisation Allows My Deliveries 1 customers to share their
addresses and preferences stored in My
Deliveries with a merchant without having to
provide their username and password.
This needs to be called in real time for
all queries
NB. Australia Post recommends that API data held locally should be updated no less frequently than monthly and no more
frequently than weekly.
API groupings for access
When registering to access the above APIs (API registration), you will need to nominate those you are interested in. They
are grouped as follows:
1. oAuth (token assignment);
2. Customer Collection Points, Delivery Dates, Delivery Timeslots, Postcode Capability
3. Query Tracking; and
4. Validate Australian Address.
1. Refer to section 9 for information on My Deliveries
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5. APIs grouped by function
The APIs have been grouped by function to help demonstrate them to full advantage.
These APIs can be integrated into your shopping cart and the options selected by your
customers included as part of your Australia Post eParcel or Click & Send consignment
information.
Accessing My Deliveries address book
For information on My Deliveries, refer to Section 8.
I want my customers to be able to access their My Deliveries account and return their preferred delivery address from their
stored data.
Benefit: Saves customers having to type in address details or remember addresses. In addition, the parcel tracking number
will be automatically populated in their My Deliveries watchlist so they have visibility of the parcel during its delivery
journey.
APIs required: oAuth Authorisation & Customer Details
API Name Description Real time call required
Customer Details Customer is requesting access to saved delivery addresses and
preferences
oAuthorisation Allows My Deliveries members to share their private resources
(addresses and preferences) stored in My Deliveries.
Example: For an example of this option rendered in a shopping cart, refer to examples 1, 5 and 6.
Provide expected delivery date and available delivery dates
I want to provide my customers with both the expected delivery date and a range of dates available should they wish to
select a more convenient date for delivery.
Benefit: Provides customers with certainty, presents a professional image and aids selection of timed delivery services.
API required: Delivery Dates
API Name Description Real time call required
Delivery Dates Returns the expected delivery day for delivery of an article /
consignment and a list of next available delivery dates specific
for the chosen service (expected day and the next 9 days).
Always presents the expected delivery date first based on the
service being used and from / to locations and the (merchant
specified) time to pick and pack.
Important:
Using the Delivery Dates API requires that you establish accurate business rules to take into account the time needed to
pick, pack and dispatch. By doing this, an accurate ETA can be provided to your customers - based on both your time to
dispatch and our time to deliver. Accuracy is also critical where you wish to provide further delivery dates and times from
which the customer can choose, as these commence from the first available delivery date for that service based on your
despatch and our delivery times.
Timed deliveries are not available on the expected day of delivery (day 1)
Allow for public holidays when determining despatch date
We recommend when presenting delivery dates for express services that a maximum of three dates are presented to your
customer. This prevents the customers from inadvertently selecting a higher priced service that could have been provided
via the standard service offer.
Example: For an example of this option rendered in a shopping cart, refer to example 9.
Delivery Choice Integration 9 Classification: Public
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Y
Y

Present timed delivery options
I want my customers to choose from a range of delivery dates for an article and to choose an AM / PM delivery (if available
for their postcode).
Benefit: Provides your customers with the convenience of having a parcel delivered when they plan to be home or to fit in
with their schedules.
APIs required: Postcode Capabilty, Delivery Dates & Query Delivery Timeslots
API Name Description Real Time Call Required
Delivery Dates Returns the expected delivery day (or ETA) for delivery of an article /
consignment and a list of available delivery dates specific for the chosen
service (expected day and the next 9 days). Always presents the
expected delivery date first based on the service being used, from / to
locations and the network for that product.
Delivery
Timeslots
Returns all delivery timeslots available for each day of the week and the
times associated with that particular day.
Important: Using the Query Delivery Dates API requires that you establish accurate business rules to take into account the
time needed to pick, pack and dispatch. By doing this an accurate ETA can be provided to customers - based on both your
time to dispatch and our time to deliver. Accuracy is also critical where you wish to provide further delivery dates and
times from which the customer can choose, as these commence from the first available delivery date.
We recommend presenting a maximum of 3 dates for the express service to prevent your customer selecting a higher
priced services that can be delivered by the standard service.
Note: It’s important the recipient’s email and phone numbers are passed to the manifest so we may notify the recipient in
the event there is a problem with their delivery; EG. if they are not at home when delivery is made.
Example: For an example of this option rendered in a shopping cart, refer to examples 9 and 10.
Provide Customer Collection Points
I want to allow my customers to collect their item/s from an Australia Post outlet of their choice.
Benefit: Provides a convenient alternative for customers who aren’t at home to receive goods requiring a signature or who
don’t keep set work or home hours. It is also a great convenience for customers who work, live or pass by an Australia
Post outlet throughout the day / week.
APIs required: Customer Collection Points
Name Description Real time Call required
Customer
Collection
Points
Searches for available collection points and associated data
relevant to the customer’s query. Postcode search returns
locations that border the postcode as well as those directly
located within it. It also describes the type of collection point,
access days and hours, address and if applicable the number
of lockers at the collection point. We recommend you display
this data to ensure a positive customer experience.
Important: It’s important (and a requirement of the service) that the recipient’s email is passed to the manifest so we may
notify the recipient their item is ready for collection. The recipient will be required to provide this notification to collect their
parcel.
Their email address may also enable verification of them as a My Deliveries member, thereby providing them with access
to full tracking, redirect and reschedule functionality (where applicable) within My Deliveries.
Note: A signature is captured upon collection.
Example: For an example of this option rendered in a shopping cart, refer to examples 2 and 3.
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Y
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Provide address validation
I want to provide address validation to my customers.
Benefit: Reduces addressing errors and undeliverable items - enabling Australia Post to deliver right first time, improving
the overall customer experience.
API required: Validate Australian Address
API Name Description Real Time Call Required
Validate
Address
Checks the typed delivery address and returns one of three
responses: exact match with DPID, no match, no DPID. We
recommend you allow any of these can be overridden by the
customer.
Checks the address that has been typed or imported by the
customer against Australia Post’s postal address file to ensure
its accuracy and therefore efficient delivery.
Example: For an example of this option rendered in a shopping cart, refer to example 4.
Provide tracking from my website
I want to provide parcel tracking on my website, for products purchased from my website, for the convenience of my
customers.
Benefit: Provides customers with peace of mind by being able to view the status of their item throughout the delivery
journey, improving the overall customer experience and reducing enquiries regarding parcel status.
API required: Display query tracking
API Name Description Real Time Call required
Query
Tracking
Event query for a consignment or article which returns the
current status.
Note for eParcel Users: lodgement APIs are not required if you are integrated with eParcel, but you will need to change
your file format to incorporate this new information. For more information refer to your copy of the eParcel Consignment
Import Guide v3.8 if you import CSV files to eParcel Online , or the eParcel Using Customers Own Systems via Secure FTP
v3.15if you are an integrated customer.
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6. Rendering delivery choice in the shopping cart
The following examples have been developed by online user experience specialists to help you
conceptualise how delivery choices may be rendered in a shopping cart. You may choose to
replicate or adapt the examples here, or take an alternative approach. Please note the website
used here is fictional.
Delivery details
Recipient details
You can enable access to your customer’s online address
book within My Deliveries to save your customers keying
in their delivery and contact details each time they order.
In this example, the customer may choose to input their
address details, select a collection point or to login to
their My Deliveries account.
Recipient name, telephone and email are entered first.
Before the address is requested customers may choose
to nominate an Australia Post outlet for customer
collection, or delivery to an address.
See below for more information on connecting to My
Deliveries.
Customer Preferences & oAuth APIs required.
Example 1
Connecting to My Deliveries
The first screen a consumer will see when choosing to collect their address details from their My Deliveries account is the
My Australia Post ID screen (in a new window), asking for a username and password.
Example 2
Upon entering their valid username and password, the
customer will be taken to a My Deliveries screen
(rendered over the top of your website) and will be
able to select one of the addresses stored within their
My Deliveries account. This is particularly useful when
customers are sending items to others as gifts or to
customer collect locations, as they may not easily
remember these addresses. The customer simply
selects the appropriate address, confirms and the
details are populated on your website.
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Customer Details & oAuth APIs required. Notes:
What is an APCN?
Example 3
A significant benefit of offering this to
your customers is the ability to include their My
Australia Post ID and Australia Post Customer
Number (APCN) in the customer data you upload
into your Post lodgement system (eParcel or Click
and Send) – thereby facilitating the automatic
upload of their item into their My Deliveries
tracking watchlist. The customer will be able to
see the full suite of tracking events, reschedule
and/or redirect the item (if applicable/available)
and manage notifications.
If you prefer not to offer Customer
Collect you can set a parameter not allowing
Customer Collection points to be brought back to
you – information on how to do this is provided in
the API Technical Documentation.
For more information on My Deliveries,
see the overview in section 8.
An Australia Post Customer Number (APCN) is a unique reference assigned to each individual customer when they sign up
for an Australia Post ID so that we may verify them. For consumers, their APCN can be used to verify that they are the end
recipient, therefore their information can be automatically uploaded into their My Deliveries tracking watch list. The
customer will be able to see the full suite of tracking events, reschedule and/or redirect an item (if applicable / when
available) and manage tracking notifications.
If a merchant includes a consumer’s Australia Post ID / APCN details in the data they upload into eParcel or Click and Send,
this automatic upload of items onto the consumer’s My Deliveries tracking watch list can occur.
Delivery to an Australia Post outlet (Customer Collection Point)
If a customer chooses to have their items delivered to an Australia Post outlet for collection we recommend you present
suburb, postcode and / or opening hours as the search criteria. Multiple search results are shown where applicable and
opening hours and address details are displayed (see example search results overleaf).
There are in excess of 200 Australia
Post Customer Collection Points.
Typically, these are open for extended
hours, prior to 9am and /or after 5pm
with some open on Saturdays. Here
we have allowed busy customers the
ability to search by extended hours so
they may choose a Post Office that
allows them to collect their items at a
time convenient to them. The number
of customer collection points available
will be extended over time.
Example 4
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Query Customer collection Points API required.
Address Validation
Address validation may not always be displayed to your customers. An address validation message is provided when 1) the
address entered is incorrect, 2) is inconsistent with correct addressing or 3) could refer to a similar address. We
recommend you allow your customers to override suggested changes presented via address validation.
Delivery method & schedule
Delivery method
In this example (example 7), “Lifestyle superstore”
offers both a standard and express service at different
price points.
The Delivery Date API is used to display the estimated
delivery date. The customer can see that they could
receive free standard shipping or, if they wish to receive
their item approximately 2 days earlier they can use the
express service and pay for shipping. To display both
standard and express delivery date details the API must
be called twice.
Delivery Date API required.
Example 6
Note: You may wish to provide a note here to explain
the delivery date is the best estimate based on dispatch
and delivery times.
Example 5
Address validation provides additional confidence
that delivery will be right first time and will help
avoid unnecessary calls to your business.
Validate Australian Address API required.
A note about address details: once recipient
address details have been entered, the postcode
can be used to drive the various day, date and
time choices available, as well as the estimated
delivery date.
Example 7
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Authority to Leave a parcel
Customers may choose whether or not they require a signature service. If this attracts an additional charge, it should be
displayed. If you choose not to allow customers the option to have items left in a safe place if they are not available, we
recommend a note similar to that provided below used to explain that a signature is required on delivery and therefore
someone must be at home to receive the goods or they will be taken to their local Australia Post Outlet for collection.
If the requirement for a signature is explained and a consumer knows they won’t be at home, they can then choose an
alternative delivery method that suits their needs.
You may choose to program business rules to specify when you will allow customers to provide an authority to leave. For
example, allowing this option only when the purchase amount is less than a certain threshold, or allowing in all instances
except where specific product types are ordered.
Note: When a signature is required on delivery, Australia Post cannot be authorised to leave your item
in a safe place but will instead leave a calling card if no one is home to accept your item. You will then
be asked to collect your item from the specified Australia Post Outlet within 5 business days. If you are
unlikely to be at home at the time of delivery, we recommend you choose to send your item to an
Australia Post outlet of your choice for collection or specify a delivery window.
Delivery schedule
In this example APIs Delivery Dates, Delivery Timeslots and Postcode Capabilities are used and customers can choose to
select the following alternative delivery days or times with an understanding of associated cost:
Keep the current delivery schedule (the delivery ETA is provided)
Select a different day and/or time
Select a different date and/or time
Specify time only
The estimated delivery day is displayed and the dates offered for selection are from this date, with up to 10 dates shown.
The number of dates displayed is easily configurable within the API.
Delivery Dates, Delivery Timeslots and Postcode Capability APIs required.
Time Only
Example 8
In this example (example 9) the customer has chosen to
receive a timed delivery only – no date has been
specified.
Delivery Dates, Delivery Timeslots and Postcode
Capability APIs required.
Different day and/or time
In this example (example 8), the consumer has
chosen to receive deliveries on a specific date
with an AM delivery window.
Alternatively, the consumer could choose a
time only with no specific date.
The API can also be configured to enable
multiple days and times to be offered.
Delivery Dates, Delivery Timeslots and
Postcode Capability APIs required.
Example 9
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7. Other considerations for best practice shipping
We have gathered together a number of considerations for best practice shipping.
Ensure delivery costs and options are made available before customers enter your
shopping cart
Consumers can find it frustrating if they have to browse your product selection, order something and enter the shopping
cart before shipping prices and options are evident. It’s best to ensure customers can find your delivery costs and options
easily from your landing page, particularly if you offer free or flat rate shipping as this is highly desired by consumers etc.
Similarly, your returns and exchange policy should be easily accessible before consumers enter the shopping cart.
Consider offering “Authority to Leave”
For most addresses, Australia Post is able to leave a parcel unattended when no one is home to accept delivery if a
signature or ID sighting is not required and it is deemed safe to do so. If a signature or ID sighting is required and there is
no one in attendance at the time of delivery, a calling card will be left at the door advising the item has been taken to a
specific Australia Post outlet for collection by the recipient.
Signature for items need not be mandatory and many customers like to be given the option of having their parcels left in a
secure location on their property. Consider letting your customers make this choice or set business rules to specify when
this choice may be offered – for example, only for purchases up to a specified amount. To view an example of how to offer
this choice, see page 13, example 7.
Additionally, let customers know if a signature is required as this may influence their preferred delivery choice.
Returns
You may wish to consider using our eParcel Returns service. For more information visit Australia Post - eParcel Returns
Whitepapers
For information on Delivery Choice and Free Shipping, view our Whitepapers
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8. Getting the most out of delivery choice
There are a number of business rules associated with the use of the delivery choice
APIs so we have presented some tips to ensure a comprehensive understanding.
Delivery choice pricing
A full schedule of these charges for delivery choices can be provided by your account manager.
When you include multiple delivery choice options with your eParcel consignment or Click and Send article and the charges
for these options are variable, you will be charged for the option (or combination of options) attracting the highest charge.
If, for example, you allow your customer to choose delivery on a Monday anytime and a Tuesday only between 7am and
9pm and send both choices to Australia Post, you will be charged for the most expensive option, where the charge for
these requested services differ.
Accurate specification of lodgement dates
Knowing the actual date of your consignment lodgement is critical to meeting the delivery choice expectations of your
customers.
If your customer has selected a specific date for delivery and lodgement is delayed, your consignment may be returned as
invalid or we may send your customer an email advising their parcel cannot be delivered as instructed and further advice
will be provided regarding the expected delivery date.
Estimated date of delivery & specified delivery date APIs
These APIs require you to specify your lodgement timeframe in order to determine the expected delivery date for a parcel
and the additional delivery dates available for delivery to your customer. Up to nine additional dates are available for
selection and the number of dates shown is easily configurable.
NB. We recommend only three dates in total are presented to your customers when the express service is selected (ie. the
returned expected delivery date plus the next two only)
Your lodgement date needs to allow for the number of days it will take you to fulfil and despatch your customer’s order. If
you miscalculate the lodgement date this may result in your customer expecting delivery sooner than the article is available
for delivery.
Manifesting practices
Integrity in manifesting is important to ensure customers are provided with the correct delivery dates and times from which
to choose, based on accurate lodgement data.
For correct manifesting, follow these simple business rules:
Articles are to be supplied and manifested on the same day.
Consignments need to be supplied in full.
Recipient email addresses must be supplied for delivery choices to be enabled. Recipient phone
numbers should be provided where possible, and are mandatory for timed delivery services.
Manifests are to be provided electronically and in hard copy to the delivery driver. These manifests
must be a true and accurate reflection of the lodgement.
Specified delivery day
Regardless of lodgement date, Australia Post will be able to hold your customer’s parcel until the day they have specified
for delivery, up to a maximum of ten business days. For example, a parcel arriving at the local delivery centre on a Tuesday
specifying delivery for a Monday will be held until the following Monday, and delivered as per the delivery instruction
contained in the manifest.
If you are providing your customers with the expected delivery date, this may influence the day they specify for delivery.
Should you then lodge later than the date you provided for the estimated delivery date calculation, your customer may wait
longer than they had anticipated to receive their parcel.
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Notifications for Delivery Choice Options
Automatic notifications
Our Customer Collect service generates automatic notification to the recipient of the parcel to facilitate the service. These
are included as part of the service offering and do not attract any additional charges.
When using Customer Collect, the recipient will receive an email notification explaining their parcel has arrived at the
nominated Australia Post outlet and is awaiting collection.
If the recipient has not collected their item within 5 working days, they will receive a reminder email.
Opt in Notifications
Australia Post provides the ability for consumers to receive email notifications when their item is:
1) onboard with the Australia Post delivery driver;
2) when a calling card is left, and
3) when their item is delivered.
There are a number of ways in which consumers may opt in to receive these notifications:
At the time of purchase - merchants may provide this as an option to their customers
Following completion of a purchase and despatch of the item the merchant may send an email to their customer
containing a link to auspost.com.au, whereby the recipient can opt in for the above notifications
Via My Deliveries – consumers can opt themselves in to receive the above notifications by logging into My
Deliveries and turning notifications on for all trackable parcels.
If someone (usually the sender) has requested that they are sent notifications (useful when sending items to
others or when something is sent as a gift from multiple senders).
An overview of the track advice email notifications is provided below. More detail about the status of the parcel is
available http://www.auspost.com.au/track or on My Deliveries.
Notification of Estimated Delivery Date.
You can choose to provide your customers with a lodgement and estimated delivery date notification upon acceptance of
your manifest. This notification advises that their item has been received by Australia Post, that it is due for delivery on x
day and that they may visit “My Deliveries” if they wish to reschedule or redirect their item (if/when available). This
service is available for eParcel customers.
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9. My Deliveries
What is My Deliveries?
My Deliveries is a new Australia Post secure online application for consumers. My Deliveries enables members
to track and manage the delivery of their online purchases. By registering as a “My Deliveries” member a
consumer can do the following:
• Save up to 10 frequently used addresses including collection points, a business address or other
residential addresses
• Access saved addresses when in a participating merchant’s website to populate the address fields
automatically
• Track goods in transit and delivered items. Approximately five to six track events are recorded per
parcel. For parcels sent from a participating merchant the tracking number will automatically be
populated into a consumer’s watch list for them to view the parcel’s delivery status. The first track
event is when the parcel is accepted by Australia Post.
• A consumer can manually add tracking numbers to their watch list to view the delivery progress of
their parcel/s.
• Redirect goods in transit to another location – fees apply.
• Reschedule goods in transit to another time / day for delivery. There is a minimum fee of $2.00 to
reschedule a parcel. If the reschedule includes an upgrade in service level (eg. adding a delivery
window where this was not previously selected) additional fees will apply.
• Request email notifications for each of the tracked events in the delivery journey
How does My Deliveries tracking differ from tracking available on auspost.com.au?
Currently, consumers visit auspost.com.au/track and input the tracking number of their parcel to view the status
of domestic or international parcels.
Consumers can track their parcel/s from the time a parcel arrives at an Australia Post facility up until when a
driver collects a parcel and delivers it to the final address/destination. This is referred to as “Anonymous
Tracking” because no information is provided that could be used to change the intended delivery of the goods.
If a consumer is registered for My Deliveries and Australia Post can verify that they are the intended recipient of
a particular parcel they will:
- have the ability to view all their parcels in a watchlist and the associated delivery information, such as
sender, delivery recipient and address details
- see detailed tracking information for their parcels throughout the delivery journey
- have the ability to redirect or reschedule parcels while in transit (for applicable services)
Visit My Deliveries for additional information or to register for personal access.
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Appendix 1 – GUI Examples
The Graphical User Interface (GUI) examples used in section 6 are also provided here
so you may step through the flow of the shopping cart.
1. Shopping cart
2. Delivery details
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3. Address validation
4. Collect from Australia Post
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5. Select collection point
6. Access My Deliveries (secure login)
7.
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8. My deliveries connection – select address
9. Delivery Method
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10. Delivery schedule – date & time
11. Delivery Schedule – time only
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12. Payment
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