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This guide covers everything that happens to a parcel after it’s packed: choosing a delivery partner, booking it, printing its label, handing it over, following it, and checking it back in if it returns.

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The Parcels page

Parcels sorts every parcel into four tabs: Each parcel card shows the parcel code in large type with a copy button, the cash the partner must collect (or that it’s prepaid), and a Next: line telling you exactly what to do next. If the label needs printing, the card says Label needs printing.

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Book a parcel

Follow the Next: line. It always shows the next step.
1

Choose a delivery partner

If no partner is chosen, choose one in Partner, then Save partner.
2

Book it

How you book depends on the partner:
  • Partners connected to Outfiqe are booked automatically. You’ll see that the booking is in progress. If it fails, the partner’s reason shows with Try again.
  • Other partners are booked by hand. Book the parcel in the partner’s own portal, type their number into the parcel number box, and choose Save booking.
3

Print the label

Choose Print label and stick it on the parcel. The label shows our parcel code, the recipient, the cash to collect and the partner.
If a booking keeps failing, you can book it by hand instead, or change partner.

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Change partner

Choose Change partner, pick the new one, and say Why, for example “Their rider didn’t come to collect.” Then choose Save partner. Any booking with the old partner is cancelled on our side. Cancel it in their portal too. The parcel code and label stay the same.

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When the label is out of date

If the cash to collect changes after you printed the label, for example because the shopper cancelled an item, the label page says “The cash to collect changed or the label hasn’t been printed. Print it and stick the new one on.” Always replace the old label, or the hand-over scan will refuse the parcel.

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Hand over to the partner

Open Hand over when the partner’s rider arrives. Scan each parcel’s label as you give it to them, or type the Parcel code. Each one shows “Handed over to the partner.” under This session. Parcels that aren’t booked yet, or whose label shows old cash, are refused. Fix them first, then scan again.

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Follow a parcel

Open any parcel to see its contents, partner, booking number and a full list of everything that’s happened to it. Connected partners send updates automatically. For other partners, upload their status sheet on the partner’s page under Delivery partners, or record an update by hand on the parcel page, for example a status the partner gave you by phone.

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Check in a return

When a parcel comes back to the hub, open it and choose Check in return.
1

Say why it came back

Under Why it came back, pick one. Each choice decides what happens to the refund:
  • Refused or couldn’t be reached — items fine: the shopper is refunded for the goods, a prepaid delivery fee is kept, and the refusal counts towards switching off cash on delivery for them.
  • Wrong or damaged item from the brand: the shopper gets everything back, including delivery, and it counts against each brand in the parcel.
  • Damaged by the delivery partner: the shopper gets everything back, and a claim is opened against the partner. No one else is charged.
2

Check every item

For each item, enter how many units are fine and how many are damaged.
3

Confirm

Choose Check in return. The page then shows what was decided, and any claim against the partner.
Fine items go back to their brands on the next rider visit.

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Delivery alerts

Delivery alerts lists bags and parcels that are running late or need someone to look at them. Most clear on their own once things move again.
  • Switch between Open and Resolved, and filter by type.
  • Each alert links to its parcel or order.
  • To close one yourself, choose Resolve and say What you did, so the rest of the team knows.
When there’s nothing to deal with, it says “Nothing needs attention right now.”