User Guide ColiView_Mai16

USER GUIDE
MAY 2016
La Poste – A Limited Liability Company (SA) with capital of 3,400,000 euros – 356 000 000 RCS PARIS
Head office: 44 BOULEVARD DE VAUGIRARD – 75757 PARIS CEDEX 15
ColiPoste: 62 RUE CAMILLE DESMOULINS – 92441 ISSY LES MOULINEAUX CEDEX - Tel. : +33 (0)1 47 65 65 00 – Fax: +33 (0)1 47 65 65 52
www.colissimo.fr
CONTENTS
INTRODUCTION AND GENERAL OVERVIEW
3
EXTENDED SEARCH
4
Mandatory Criteria
Search Filters
Results Display
5
6
7
CONSULTATION
11
Parcel Sheet
12
CUSTOMER SERVICE
17
Making a Customer Service Request
- Unit Processing
Check the delivery time
Report another incident
- High-volume requests
Request Tracking
18
QUERIES
32
Query Creation
Predefined Query
33
37
REPORTING
38
Parcel status
Announced Parcel Table
Announcement Quality
CO2 emissions
39
40
41
42
ALERT
FREQUENTLY ASKED QUESTIONS
CONTACTS
43
45
47
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2
INTRODUCTION
ColiView is an online tool for tracking your parcels or making requests to our Customer Service easily.
The purpose of this User Guide is to assist you in understanding and using our ColiView tool and its
functions.
Access: ColiView is available via your corporate customer space on www.colissimo.fr/entreprises, using
your ID and password.
GENERAL OVERVIEW
ColiView is presented in the form of tabs allowing you access to the different functions: Extended search,
query creation, Customer Service requests, display of alerts and access to frequently asked questions.
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EXTENDED SEARCH
MANDATORY CRITERIA
SEARCH FILTERS
RESULTS DISPLAY
4
MANDATORY CRITERIA
You can search for your parcels using 3 main criteria:
- Parcel number (composed of 13 alphanumeric characters)
- Internal reference number
- Search period (90 days)
One of these three criteria is mandatory for starting the search but you need only select one. If you do not
specify one of the three criteria, the following error message will appear:
You can also directly import a list of parcels using the "IMPORT" button under the "PARCEL INFORMATION"
block. The file, which can be either of the .TXT or .CSV type, can contain up to 20,000 parcel numbers
separated by semicolons.
Internal Reference: this is the
reference that you transmitted
when sending the announcement
Search Period: this is the period that
your parcels have been admitted in the system.
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SEARCH FILTERS
The filters regarding the delivery details and the recipient's information allow you to refine your search:
- Status: this is the latest status of your parcel (delivered, made available to the recipient, being
shipped, etc.)
- Type of product: this corresponds to the first two characters of the parcel number (6A for So
Colissimo Domicile for example)
- Parcel delivery service (home, retailer, etc.)
- Country of destination
- Postcode of the delivery address
- Recipient's last name or first name
- Recipient's email.
All these criteria are optional.
By clicking on the "SEARCH" button the results of your search will be displayed just below the extended
search block.
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RESULTS DISPLAY
If one or more parcels match your search, a list of them is displayed under the search block, giving you
summarised information at a glance:
Status: latest event in the
parcel history
Delivery Time: This is displayed
for each parcel, as soon as the
information is available
Indicative delivery date: this corresponds to
the presumed date of arrival of the parcel at
the recipient's home or at a pick-up point. It is
calculated according to the latest event
available about the parcel.
If no parcel is found using the criteria you have defined, then you will be notified by a message which will
appear in the form of a pop-in:
You can then close the pop-in and change the search criteria to obtain the desired result(s).
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You can export your search results: click on the Excel icon above the table to obtain the Excel version of
your search results.
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You can also send these results directly by email. Click on the envelope icon and enter the email address
you want to send them to.
You can enter only one email address at a time.
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You can display up to 20,000 search results. You can choose the number of results you want to view per
page by choosing 25, 50 or 100 results per page.
You can also sort your results by ascending or descending order for the following columns: Parcel No.,
customer reference, recipient name, status, or delivery time.
For more information about a parcel and to access its detailed information sheet, simply click on the parcel
number in your search results:
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CONSULTATION
PARCEL SHEET
11
PARCEL SHEET
On the detailed information sheet, you will find all your parcel's shipping information: a 90 day history
about the parcel's delivery events, information about your recipient customer, a reminder of the delivery
method chosen by your customer, the address details and opening times of the pick-up point if the
selected delivery method is a So Colissimo drop off point (local retailer/ post office /cityssimo locker).
Proof of delivery is available, when it is electronic, for deliveries to a post office and at home (function
available in certain delivery areas only) at the bottom right of the sheet.
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The estimated delivery date or, failing this, the parcel handing date is shown in the breakdown:
The handling date: this corresponds to the date on which your parcel was registered in our network. If
there is no handling date, this means you have not yet posted your parcel or it has not yet been scanned.
When the parcel is delivered, the delivery time will replace the admittance date.
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The weight of the parcel displayed in these details is firstly the weight that you have declared in the
announcement.
The actually weigh (poids reel) is weighed on our parcel platforms.
The volumetric weight, calculated by our platforms, if it exists, is also available. If this volumetric weight is
greater than the real weight, it is the latter which will be invoiced.
To complete the delivery information, you can consult the notification sent to the recipient according to
the option chosen.
Two icons may appear: an envelope or a SMS for a notification by email or mobile phone (
)
By clicking on the icon, the notification sent to your recipient customer about their parcel is displayed on
the screen.
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Example of an e-mail notification:
Example of an SMS notification:
15
When you have a request in progress to the Customer Service for a parcel, this is materialised by this icon:
Once the case is closed by the Customer Service, this icon disappears.
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CUSTOMER SERVICE
MAKING A CUSTOMER SERVICE REQUEST
- Unit Processing
CHECK THE DELIVERY TIME
REPORT ANOTHER INCIDENT
- High-Volume requests
REQUEST TRACKING
17
MAKING A CUSTOMER SERVICE REQUEST
Unit Processing
The parcel sheet has two buttons which allow you to make requests to our Customer Service.
"Check the delivery time" button
This allows you to make a direct request to check a parcel’s delivery time if it is eligible.
If the parcel is eligible, when clicking on the button, a pop-in is displayed to confirm that the request has
been forwarded to our Customer Service.
Your request for a delivery time check will also appear in the parcel tracking:
When first requesting your time check, you will need to enter a security code before sending your request.
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This code you will not be asked systematically but may appear at random.
If the delivery time has not yet been calculated, a message will appear asking you to repeat your request
later.
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"Report an Incident" Button
For all other requests apart from a delivery time check. When you click on this button you will be
redirected to a form to complete and then send to our Customer Service.
An information message appears when you arrive on this form:
If the Customer Service needs additional information, it will contact you using the contact details listed in
the customer space, so you therefore need to check that these are correct.
Note: you can decide to close this pop-in to continue your request and complete your profile later.
To complete your profile, return to your customer space home page and click on the "View / Edit your
access" link
The user management page is displayed on which you can change the contact details that the Customer
Service can use to contact you (at the administrator level) by clicking on "Edit".
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It is important for the contact details shown here to be up-to-date because it is via this email or telephone
number that the Customer Service will contact you in case it needs additional information about your
request.
After this aside on filling out the profile, let us return to clicking on the parcel information sheet's "Report
an incident" button.
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The request form for unit fulfilment is presented in this format:
Recipient Information: If
the field is empty, the
recipient's email address
can be entered.
Comment: A comment
must be entered on the
request before sending it
to our Customer Service.
You have a choice of 4 reasons: Parcel not delivered, damaged parcel, challenged return to sender and
undelivered COD (only if the COD option has been used for the parcel).
If you do not find the reason for your request here, you can contact our Customer Service by phone.
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You can attach a maximum 3 files regardless of the reason chosen, in .jpeg, .png, .pdf, .doc format or
compressed file format ( .zip, .rar). No file may exceed 100KB.
For parcels to be sent abroad, the "Contents of the parcel" and "Value" fields must be filled in.
There is an option that you can choose to checkmark or not before sending your request to the Customer
Service.
The purpose of this option is to send an email to your customer recipient in order to inform them that you
have opened a claim about their parcel. This email will be automatically sent when you click on the "Send"
button. To benefit from this option, the "email recipient" field must be filled in.
By clicking on the help icon, you will display the model of the email sent to your customer (available
below).
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This email will inform your customer that you have done what is required for their parcel, and they will not
have to contact you in the event of a delay as they will know that a request to our Customer Service is in
progress.
In the same way as for the delivery time check requests, you will be asked to enter a security code when
making your first request for another reason. If you experience problems in reading the code you can
request a new code by clicking on the "Try another code" button.
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This code will not be asked for systematically but may appear at random.
Once your request is completed and after clicking on "Send" you will receive confirmation that the request
has been sent to our Customer Service.
In the search results, you will be able to identify those parcels with a request in progress (whether for a
delivery time check or another incident) shown by an icon displayed at the end of the row:
Note: All requests sent in the morning before 12 midday will be taken into account by the Customer
Service from 12.00 and for requests sent in the afternoon after 12.00 they will be taken into account the
next day at 7.00 am.
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HIGH-VOLUME REQUESTS
If you click on the “Report” sub-tab, under the “Customer Service” tab, you will be taken to a page on
which multiple requests can be submitted to our Customer Service Department in a single step.
Using the “Import” button, you will be able to send a request file to our Customer Service Department and
receive a response within minutes, regarding each request line, via a results file which you will download:
the response will either provide confirmation that your request has been sent to our Customer Service
Department, inform you that your package is not eligible for this type of request, or list the information
which you still need to provide in order to have your request processed.
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After clicking on “Import”, select the request file you have prepared in advance, using the example found
under the link, “Download import file format”.
In order to be correctly processed, your file must contain the same header line as in our example.
Instructions can be accessed by clicking on the “Instructions” link, including tips to help you better
complete your form.
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Reminder: your file must be in .txt or .csv format and your request may not exceed 5,000 lines.
You will be asked to enter the code for your request, for which translation is provided below (also found in
the Instructions section):
- HD: Delivery time being verified
- CN: Parcel not delivered
- CE: Parcel damaged
- RE: Return to sender disputed
- CR: CRBT not received (only if CRBT parcel)
You may import as many files as you wish. Note, however, that any new file import will cause the alreadyavailable results file to be deleted (this can be resolved by saving the latest file before any further import,
so as to keep a copy for your records).
Once you have selected your file and clicked on “upload”, your file will begin to be processed. This can
take several minutes, during which you will be able to continue using other tool functions.
In order to display the button via which you will be able to access your results, click on “Download my
results” and refresh the page.
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Your results file will be available for 7 days from the date they are available.
Note: if you wish to add an attachment to your request (e.g., photo, in the event of a claim for damaged
parcel), use the individual claims form available on the parcel’s page, using the button “Report an
incident”.
REQUEST TRACKING
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Once you have made your requests, whether for a delivery time check or for another incident, unit
processing or high-volume requests, you can consult the conclusions by clicking on the "Track" sub-tab in
the "Customer Service" tab
There are two dashboards: one for the delivery time check and one for other requests.
Note: When you search a parcel in your tracking, ensure you are on the right dashboard, otherwise you will
not find your request.
Since requests are taken into account twice a day at 7.00 and 12.00, if you make a request at 15.00, it will
appear in the tracking table the next day at 7.00.
To track a parcel, enter its number in the dedicated search areas and click on "Search".
Special feature: on the "Track my other requests" dashboard, you can also display your customers'
requests, allowing you to track requests they have already made to our Recipients' Customer Service, by
selecting the "Recipient" checkbox.
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Display of current requests:
The case no. is
available here
You can export your tracking
table in Excel format
This column will show, at the conclusion of the
case whether your request is eligible or not for
a refund. If this is the case, it will appear on
your invoice.
The conclusion will also be
available, with the latest date of the
update of the investigation.
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QUERIES
QUERY CREATION
PREDEFINED QUERY
32
QUERY CREATION
Creating a query allows you to save the searches that you want to keep so that afterwards you can quickly
reuse them.
You can save up to 10 queries.
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Choose the filters you want to apply to your search. These filters correspond to those available in the
extended search. You can select several of them.
Once your filters have been selected, click on "Save the query": a pop-in opens so that you can give your
query a name and retrieve it easily.
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After saving, your new query is available:
Select your query and specify a search period to launch your query. You will be redirected to the "Extended
Search" tab where the results corresponding to your query will be shown.
If you wish to edit your query, you can click on the following icon
make the desired changes.
: a pop-in is displayed allowing you to
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Edit your query criteria and click on
confirm to save the changes.
To delete your query, you can click on the
your query.
icon. Confirmation will be asked before definitive deletion of
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PREDEFINED QUERY
We also offer you a predefined query, "My parcels to supervise", to allow you to highlight those parcels
that we consider need "to be tracked": these are parcels with an abnormal status or admitted 3 days
previously with no delivery event.
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REPORTING
PARCEL STATUS
ANNOUNCED PARCEL TABLE AND PEAK TRAFFIC TIMES
ANNOUNCEMENT QUALITY
CO2 EMISSIONS
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PARCEL STATUS
You have a view of your parcels being shipped within our network, nationally, for overseas territories and
internationally. These reports show all the parcels divided up by delivery stage and currently in our
network.
These reports are updated 2 times a day, at 9.00 and 17.00. e.g. if a parcel is delivered after the 9.00
update it will appear in the parcels delivered starting at 17.00.
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ANNOUNCEMENT QUALITY
What is the quality of the announcements? It is the accuracy of the information that you send to us when
announcing your parcel to the IT system.
ColiView allows you to view the information transmitted when announcing your parcels. These reports
show the various data contained in the announcement and any anomalies (announcement without
information or erroneous information) to allow you to identify them and to be able to improve the quality
of your announcements.
The general table, an example of which is shown below, shows the number of parcels on the first row
concerned by the criteria indicated in the columns: Without an announcement, late announcement,
without an address, invalid address, valid address, etc. These descriptions are available for each data item
of the announcement: address, email or mobile number.
By default, the last month calculated is saved in the calendar but you can change the dates to refine your
search over a specific period.
Indicators allow you to quickly
see the rows that need
monitoring.
You can export the general table using the Excel icon located above the table or send this information to
yourself by email.
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The second row shows the volume of parcels in percentage terms represented, for example, by parcels
without announcements, parcels with an invalid mobile etc. again over the period chosen using the
calendar.
Clicking on the number of parcels in each column allows you to have details of the parcel numbers and
any errors identified for each of them.
You can also export these detailed results via the Excel icon shown above the table or send these results to
yourself by email.
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CO2 EMISSIONS
A report of the CO2 emissions for the delivery of your parcels by Colissimo is available via the "Reporting"
tab. This table allows you to find out the total CO2 emissions emitted by the delivery of your parcels,
regardless of whether it is national, international or overseas.
By default, the report shows the last available month. You can then navigate to the different months using
the "previous month" and "next month" links at the bottom of the page.
If the annual report of the
previous year is available, it will
be made visible by clicking on
this icon.
You can export or send
this information via
Excel.
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ALERT
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The "Alert" tab reports all the current general alerts under way on our network (e.g. weather conditions,
driving restrictions, etc.).
Specific alerts by region appear on the parcel information sheet concerned, according to its post code.
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FREQUENTLY ASKED QUESTIONS
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There is a FAQ to answer general questions. It is organised according to main category and by sub-tab to
allow you to find the answers to your questions easily.
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CONTACTS
You no longer have your IDs and password to access your web space?
Contact your sales representative who will be able to send them to you.
Do you have a question about using this tool that you cannot find the answer to in this user
guide?
Contact your usual sales representative.
Have you encountered a technical difficulty in ColiView?
Contact our service centre on 0825.086.005. Say "Incident" and then "Web Solutions"
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