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Introducing Royal Mail Tracked Reporting Royal Mail Tracked 24® & Royal Mail Tracked 48® Royal Mail Tracked Returns 24 & Royal Mail Tracked Returns 48® Customer Guide October 2015

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Page 1: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Introducing Royal Mail Tracked ReportingRoyal Mail Tracked 24® & Royal Mail Tracked 48®Royal Mail Tracked Returns 24 & Royal Mail Tracked Returns 48®

Customer GuideOctober 2015

Page 2: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Contents

• Introducing Royal Mail Tracked Reporting

• What reports are available?

• Accessing your reports:

• Logging In

• General steps to viewing a report

• Range of reports

• Delivery Statistics report

• Customer Summary report

• Quality of service report

• Customer contract profile

• Sales Order Summary report

• Delivery Dashboard

• Tracked Returns

• Any questions?

Page 3: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Introducing Royal Mail Tracked reporting

• As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA account, which provides you with a range of enhanced reports.

• It allows you to view a number of detailed management reports, as well as your Royal Mail Tracked parcel activity.

The benefits of reporting• Once you’ve accessed the Tracked Reporting tool, you can view the data you want, when you

want, over a specified time period.

• It gives you accurate up-to-the-minute tracking information.

• Plus it enables you to proactively notify your customers about the progress of their delivery.

Page 4: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

What reports are available?

• Provides a clear view of what happens to the parcels for a chosen date

• This provides two reports, received not pre-advised (overs) and pre-advised but no received (unders)

• This report shows the delivery performance of parcels for a certain date range.

• This reports provides the profile of your parcels delivery (volume, weight, size, fall to earth).

• This report gives the full detail of the parcels invoiced under a sales order.

• This report gives a clear view of items due for delivery in the last 5 delivery days including today.

Plus a range of reports are available for Royal Mail Tracked Returns too.

Customer summary

Customer contract profile

Delivery statistics

Sales Order

Summary

Quality of service

Delivery Dashboard

Page 5: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Let’s take a look at the reporting tool and the reports available

Page 6: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Logging in via OBA

Login• You can view your reports via your OBA account which is

accessed on www.royalmail.com.

• Scroll down & click on ‘Royal Mail Tracked and Tracked Returns Reporting Tool’.

• Simply log in with their username & password.

Page 7: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Reports available

• Once you have logged into OBA you will be presented with the following screen.

• You can access the range of reports via the top navigation bar and by scrolling down to the bottom of the page.

• Note: Delivery statistics and the Contract Profile report can only be viewed by scrolling down the page.

Page 8: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

General steps to viewing a report

In general, once you have clicked on the report you would like to see, simply:

1. Select the account number,2. Select the date rangeNote: The steps and filters to view a report are in general the same for every report.

• Select ‘view report’ and you will see the data below.• As some reports contain a lot of data it is

recommended you scroll through the pages or select a format and export the report.

Page 9: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Let’s take a look at the range of reports

Delivery Statistics

Customer Summary Reports

Quality of service

Customer contract profile

Sales Order

Summary

Delivery Dashboard

Tracked Returns

Page 10: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

1. Delivery Statistics reports

Page 11: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery Statistics report

• To access your Delivery statistics scroll down on the dashboard page and press the 'Delivery statistics reports' link towards the bottom of the page.

• This report allows you to choose an account and the days you want to report on. This can help you to understand how items have got into your customers hands.

• In addition, it provides information regarding how many items have been returned to you, helping you to identify if your customer databases are accurate.

• Simply select a data range for your report and press the View Report button.

• The report will appear below.

Page 12: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery Statistics: Excel download

What does it mean?• Provides the summary that is shown

on OBA, then a breakdown of items collected from the Enquiry Office then those returned to sender.

Top tips

• When return to sender is due to an incomplete address it may be down to the address capture method.

• Equally, gone-away could mean that your’ data is out of date, so it could help to check addresses with customers prior to confirming order delivery.

Page 13: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

2. Customer summary reports including:

a. Despatch Manifest reportThis will show any parcels pre-advised which were not received

b. Non-Pre advice reconciliation summaryThis will show any parcels not pre-advised which were received

Page 14: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Customer summary reports

• To access your Customer summary reports press the Customer summary Reports menu option.

• Then press the 'Despatch Manifest report' link at the bottom of the page. This report reconciles your details with your actual Royal Mail Tracked parcel activity, drilling down into specific pre-advice files for added detail.

• You can also view your ‘Non-advised posting reconciliation reports’ which reviews the items handed to us without pre-advice.

• Simply select a data range for your report and then press the View Report button.

Page 15: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

a. Despatch Manifest report

Top Tips• When looking at items advised and received and there is a discrepancy, this suggests there is something wrong with your

pre-advice or that you are pre-advising before you have cleared your packing stations for that day.

• When pre-advice is missing, we can’t measure the quality of these parcels, and we can’t send the notifications for these parcels.

Page 16: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

a. Despatch Manifest report: Excel download

Page 17: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

b. Non-Advised posting reconciliation report

Top Tips• This provides a summary of those parcels which have not been pre-advised.

Page 18: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

b. Non-Advised posting reconciliation report: Excel download

Page 19: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

3. Quality of service reports

Page 20: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Quality of service report

• To access your Quality of service reports press the Quality of service reports menu option, then press the 'Royal Mail Tracked 24 Quality of Service Report' link or the 'Royal Mail Tracked 48 Quality of Service Report' at the bottom of the page.

• These reports allow you to take a look at your quality of service for each Tracked product you are using.

• Simply select a data range for your report and then press the View Report button. The date range includes anything posted during that period.

• If you look at the report too soon, some items may not be due for delivery just yet.

• For Royal Mail Tracked 24 – we would suggest waiting 3 days after sending and For Royal Mail Tracked 48 – we would suggest waiting 4 working days.

Page 21: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Quality of service report: Excel download

Tab 1 on excel sheet

What does this mean?

• Total is all the parcels posted between the dates.

• If you look at it too soon the parcels may not be due for delivery just yet.

• We can only measure quality for items that are pre-advised, so the numbers won’t add up to the total if this isn’t the case.

• Our quality of service is a true reflection of the recipients experience, we do not exclude any data from the report, due to incidents out of our control e.g. motorway closure, bad weather.

Page 22: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Quality of service report: Excel download cont.Customer view

Tab 2 on excel sheet

Page 23: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Quality of service report: Excel download cont.Customer view

What does this mean?• The second sheet on the excel download gives you the breakdown of all items that didn’t meet

quality of service.

• Typical events are:

• Pre-Advice – Parcel information that you have submitted to Royal Mail

• Outward MC or DC – The first parcel processing site, where we sort your parcels

• Inward MC or DC – A processing site which serves the delivery region for this parcel

• Ready for Delivery – Item arrived at the local Delivery Office, parcel is sorted to the delivery route

• Doorstep – Delivery scan

• Day A is the day received into our network so Royal Mail Tracked 24 is due on day B and Royal Mail Tracked 48 is due on day C for High Volume and day D for low volume.

• Open items are those which haven’t received a doorstep i.e. attempted delivery scan, so whilst we don’t consider these as a quality of service pass, the vast majority will have had a delivery attempt.

Page 24: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

4. Customer contract profile reports

Page 25: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Customer contract profile report

• To access your Customer contract profile scroll down on the dashboard page and press the 'Customer contract profile reports' link.

• This report allows you to keep an eye on your profile so that there aren’t any surprises when it comes to reviews.

• By account, you can see your average sizes and weights and proportion of traffic to the Mainland, Highlands and Islands.

• Simply select a data range for your report and then press the View Report button.

• The average weight and size are taken from your pre-advice unless you are a high volume customer and you parcels are processed through a volumetric scanner.

• We also undertake sampling to support your quarterly profile review. This sampling data will not appear here.

Page 26: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

5. Sales order reports

Page 27: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Sales order summary report

• To access your Sales order summary reports press the Sales order summary reports menu option. Select a data range for your report and press the View Report button.

• This report provides you with an overview of your parcels billed under a Sales Order including parcels signed for and those with SMS/email notification requested.

• The report will appear below. If you would like to Export the report as an excel document press the 'Create Excel Report' link at the top of the page.

• You will be prompted to Open or Save the document. The Excel download drills down to individual parcel level.

Page 28: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Sales order summary report: Excel download

What does it mean?• Details for all items included in a sales

order.

• If customers submit numerous pre-advice files each day then this increases the amount of sales orders, so submitting a single file each day makes it much easier for them to reconcile sales orders and invoices.

Page 29: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

6. Delivery Dashboard reports

Page 30: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

A reminder of the tracks

Item ready for despatch

Royal Mail Tracked label attached

Pre-advice sent

Royal Mail collects items

Accepted at outward

Mail Centre/Distribution Centre

Transport to inward Mail

Centre

Customer receives item

Out on delivery:Delivered/

Not Delivered

Arrives at Delivery Office:

Ready for Delivery

Accepted at inward

Mail Centre

SMS and/or Email notification sent

SMS and/or Email notification sent

Page 31: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery dashboard

• On the reporting landing page you can quickly select your account number and agreement number to view current information on the progress of items due for the last 5 delivery days including today.

• You can also input your sender’s reference number in addition to the Royal Mail tracking reference to make it easier to cross-reference your systems with our systems.

• The data for the delivery dashboard may be up to 30 minutes behind real time. This is normal as it takes a short time for the data to be uploaded.

• If you run the report early in the day, delay possible numbers will be very high as the ready for delivery scan may not have taken place yet. We recommend you run the report after 9am.

Page 32: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery dashboard report: Excel download

• Once you have clicked submit you will notice that the scheduled “Total” is subdivided into “Awaiting delivery”, “Delivered”, “Delivery attempted” and “Delay possible”.

• This report defaults to today’s date plus the previous 4 working days.

• An additional column is now available within the “Delay possible” items to provide a categorised reason for delay, informing you of our confidence in that delay status. This helps you to establish how best to use the potential delay information and make a more informed decision about if and when to proactively contact your customers.

• Now you can choose to export the data into excel.

Page 33: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery dashboard: Excel dashboard cont.

Top tip

• If you click on any of the tracking numbers on the excel download, it will take you to the online tracking details that the recipient can see.

• There are two additional sheets on the download which shows the delay likely and the delivery attempted items.

Page 34: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Delivery dashboard: What do the definitions mean?

Status What determines the status? What is the likely delay?Potential delay –Missorted item received at incorrect DO

A missort scan has been recorded in a Delivery Office other than the expected Delivery Office based on the items destination postcode

The item is not in the correct location for delivery and is unlikely to be delivered on the expected delivery day

Item on track – Incorrect missort scan

A missort scan has been recorded at the expected Delivery Office based on the item’s destination postcode

An incorrect scan has been used but the item is in the correct location for delivery today and is unlikely to be delayed

Item on track – Damage scan at DO

The item has received a damaged scan at the expected Delivery Office based on the items destination postcode

If the item is damaged it will be delivered today with a message from Royal Mail explaining what to do if the contents is missing or damaged. The item is unlikely to be delayed

Item on track – Inward MC scan received on time

The item has received an Inward Mail Centre scan before 06:00 on the due day of delivery

Although the system is not yet showing a Ready for Delivery scan any items handled by the Inward Mail Centre before 06:00 on the due day of delivery are highly likely to go on to be delivered that day

Potential delay – Inward MC scan received late

The item has received an Inward Mail Centre scan after 06:00 on the due day of delivery

Any items handled by the Inward Mail Centre after 06:00 on the due day of delivery are unlikely to make the connection to be delivered that day

Potential delay –Missorted item received at incorrect inward office

The item has received either a missort scan or an Inward Mail Centre acceptance scan at a Mail Centre other than that expected based on the destination postcode of the item

The item is not in the correct location for onward connection to the correct Delivery Office and is unlikely to be delivered on the expected delivery day

Potential delay – Not scanned since outward office

The item has not received any further scans since acceptance into the Royal Mail network

The item is not in the correct location for onward connection to the correct Delivery Office and is unlikely to be delivered on the expected delivery day

Potential delay – Item incorrectly scanned

Any item which does not meet any of the above criteria This category catches any item where the status cannot be determined due to an anomaly in the series of scans and so there is a potential delay based on the absence of a delivery office scan

Page 35: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Tracked Returns reports

Page 36: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

Royal Mail Tracked Returns reports

• If you use Royal Mail Tracked Returns you can also benefit from a range of reports for this product too.

• They are access via OBA too, and then by clicking on the Tracked Returns reports tab.

• You will see a range of reports which are similar to Royal Mail Tracked.

• The same process for downloading these reports applies.

Page 37: Introducing Royal Mail Tracked Reporting · Introducing Royal Mail Tracked reporting • As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA

• If you have any questions regarding Royal Mail Tracked and the reporting available you should see the FAQs online, speak to your Account Manager or regular contact point or call 08457 950 950.

Any questions?