Web Controlled Returns User Guide
Contents
Chapter 1 |
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Chapter 2 |
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Chapter 3 |
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Chapter 4 |
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Chapter 5 |
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Chapter 6 |
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Chapter 7 |
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Chapter 8 |
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Chapter 9 |
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Chapter 10 |
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Chapter 11 |
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Chapter 12 |
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Chapter 13 |
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Chapter 14 |
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Chapter 15 |
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Chapter 16 |
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Chapter 17 |
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Chapter 18 |
Chapter 1
Introduction
The Star Track Express Web Controlled Returns System allows customers clients to enter requests for returns, customers to authorise the return consignments, labels to be printed at the senders location and casual pickup booking requests via the web.
This guide introduces you to the Web Controlled Returns System and takes you step by step through the following options:
|
Useful hints on solving typical label printing problems can be found
in the
Label Printing Troubleshooting Guide.
Chapter 2
Web Controlled Returns Process
The steps in the Web Controlled Returns Process are as follows:
| Step... | Why... |
| 1. Sender Requests to Return Goods (enters consignment details) | To return goods using Star Track Express |
| 2. Customer Enters Return Consignments/Reviews and Authorises Return Requests | To electronically email the labels to the sender |
| 3. Print a Return Summary | To provide details of the returns for the day to the Star Track Express Driver and to transfer your return consignment data to Star Track Express |
| 4. Print the Labels | To attach labels to the return goods for identification and tracking |
| 5. Request a Casual Pickup Booking for the Return (if required) | To request a casual pickup booking for the return goods (note: NOT required if the sender already has a regular pickup) |
Important Label Information
It is important that all labels are firmly adhered to the goods preferably printed on self-adhesive labels for laser printers (2 labels per A4 page).
The following labels have been tested:
-
Avery A4 Laser Labels (Laser L7168)
-
JAC Self-Adhesive Precut Labels for Printers (JA4 139194 WHITE LASER)
-
Unistat Laser/Inket/Photocopier Labels (38938)
These labels can be purchased at any office/stationery suppliers, Corporate Express, National 1, OfficeWorks etc.
Chapter 3
How to Access Web Controlled Returns
You need to register with Star Track Express to be able to use Web Controlled Returns.
Once you have registered you will be emailed your username, password and despatch id for Web Controlled Returns.
Web Controlled Returns can be accessed from the Star Track Express main web page (www.startrackexpress.com.au).
From the Star Track Express main web page:
> Click on the LOGIN option
The Login screen will appear.
Login to Web Controlled Returns
You need to login to the Star Track Express Web Controlled Returns System.
At the Login screen you will be asked for your user name and password:
> Enter your user name
> Enter your password (note: your password may be in mixed case)
> Click on the Submit button
Once you have entered your correct username and password the Main Menu screen will appear.
> Click on the CONTROLLED RETURN option
The Enter Return Connote screen will appear.
You can also access the PICKUP BOOKING, TRACK & TRACE and PROOF OF DELIVERY systems from the Main Menu.
| In these circumstances... | Do the following... |
| Unable to login to Web Controlled Returns | Double check you have entered your user name and password correctly (note: your password may be in mixed case) |
| Still unable to login to Web Controlled Returns | Contact the Star Track Express Help Desk on 1800 028 361 during business hours for assistance |
Logout of Web Controlled Returns
You need to logout of once you have finished using the Star Track Express Web Controlled Returns System.
From the Main Menu screen:
> Click on the LOGOUT option
Once you have logged out of the Star Track Express main page screen will
appear.
You have now successfully logged out of Web Controlled Returns.
Chapter 4
Web Controlled Returns Menu Options
You can select the following options from the Web Controlled Returns
Menu:
1. Enter Return
2. Client List
3. Receiver List
4. Return Requests
5. Return Summary
6. Reprint Summary
7. Reprint Labels
8. View/Modify Returns
9. Help
> Click on the option you require
Once you have selected an option the appropriate screen will appear.
Note: customers clients will be sent an email with a link to a Return Request option to enter requests for returns for authorisation by customers.
Chapter 5
How to Add a new Client for Returns (sender)
When you first access Web Controlled Returns you need to enter your regular clients (senders) details for returning goods using Star Track Express.
This will allow you to set up the rules (eg. who will enter the return consignment details and who will print the labels) and to allocate the relevant authority numbers for returns.
From the Web Controlled Returns Menu screen:
> Click on the Client List
option
The Client List screen will appear.
> Click on the Add Client button to add a new client for returns (sender)
The Add Client screen will appear.
From the Add Client screen:
> Enter your new client details (sender)
> Click on the Find Location button to obtain the correct location,
post code and state for your client
> Enter the Client Email address (if required)
> Select the Client is a Return sender checkbox to
indicate this is a client
for returns
> Select the account number from the dropdown list to be used for return
authority numbers for this
client (leave as default account number where
applicable)
> Select the Label Printed by Client
checkbox to indicate the labels will be
printed by this client (leave
this checkbox blank if the labels will be
printed by you to post
to the client), then:
- select the Send
labels in PDF format checkbox to indicate the
labels will be emailed in PDF format for all return consignments
for
this client
> Select the Allow request for Returns checkbox to
indicate this client
can enter requests for returns
for authorisation before returning the
goods, then:
- enter a unique request
authority number to be used by this client
when
entering requests for returns
- enter the expiry
date for the above request authority number if a
time
limit applies to this client entering requests for returns
- select the Automatically
authorise requests for repairs checkbox
to
indicate return consignments for repairs will be authorised
automatically
- select the Automatically
authorise all requests for returns
checkbox to indicate ALL return consignments will be authorised
automatically
> Select the Allow Client to Enter Sender Location
checkbox to indicate
this client can change the senders
location for the return requests to
allow returns from multiple branches
or stores for this client (leave this
checkbox blank if the client can only return
goods from the one location)
> Select the Enter and Print Product Codes checkbox
to indicate this
client must provide the
relevant product codes for the goods being
returned
> Click on the Save button to complete entry of this client for returns
Any new clients for returns will appear in the Client List screen.
Note: customers clients will be sent an email with a link to a Return Request option to enter requests for returns for authorisation by customers.
| In these circumstances... | Do the following... |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details for your client |
| Any popup window messages are displayed | Check the message details and alter the details for your client (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The client list screen is not up to date with the latest clients for returns | Refresh the client list by clicking on the Refresh List button |
How to Modify an existing Client for Returns (sender)
You may need to alter your existing clients (senders) details for returning goods using Star Track Express.
This will allow you to change the rules (eg. who will enter the return consignment details and who will print the labels) and to allocate the relevant authority numbers for returns.
From the Web Controlled Returns Menu screen:
> Click on the Client List
option
The Client List screen will appear.
> Click on the client name of
the existing client for returns you want
to modify
The Modify Client screen will appear.
> Check the client currently displayed on the screen is the one
you want
to modify
From the Modify Client screen:
> Change your client details (as required)
> Click on the Find Location button to change the location, post code
and state for your client
> Change the Client Email address (if required)
> Select the Client is a Return sender checkbox to
indicate this is a client
for returns
> Select the account number from the dropdown list to be used for return
authority numbers for this
client (leave as default account number where
applicable)
> Select the Label Printed by Client
checkbox to indicate the labels will be
printed by this client (leave this
checkbox blank if the labels will be
printed by you to post
to the client), then:
- select the Send
labels in PDF format checkbox to indicate the
labels will be emailed in PDF format for all return consignments
for
this client
> Select the Allow request for Returns checkbox to
indicate this client
can enter requests for returns for authorisation
before returning the
goods, then:
- enter a unique request
authority number to be used by this client
when
entering requests for returns
- enter the expiry
date for the above request authority number if a
time
limit applies to this client entering requests for returns
- select the Automatically
authorise requests for repairs checkbox
to
indicate return consignments for repairs will be authorised
automatically
- select the Automatically
authorise all requests for returns
checkbox to indicate ALL return consignments will be authorised
automatically
> Select the Allow Client to Enter Sender Location
checkbox to indicate
this client can change the senders
location for the return requests to
allow returns from multiple branches
or stores for this client (leave this
checkbox blank if the client can only return goods
from the one location)
> Select the Enter and Print Product Codes checkbox
to indicate this
client must provide the relevant product
codes for the goods being
returned
> Click on the Modify button to modify this client for returns
The Client List screen will appear.
Note: customers clients will be sent an email with a link to a Return Request option to enter requests for returns for authorisation by customers.
| In these circumstances... | Do the following... |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details for your client |
| Any popup window messages are displayed | Check the message details and alter the details for your client (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The client list screen is not up to date with the latest clients for returns | Refresh the client list by clicking on the Refresh List button |
How to Delete an existing Client for Returns (sender)
You may need to delete an existing client (sender) who will no longer be returning goods.
This will allow you to enter additional clients for returning goods using Star Track Express
From the Web Controlled Returns Menu screen:
> Click on the Client List
option
The Client List screen will appear.
> Click on the client name of
the existing client for returns you want to delete
The Modify Client screen will appear.
> Check the client currently displayed on the screen is the one
you want
to delete
From the Modify Client screen:
> Click on the Delete button to delete this client for returns
Any deleted clients for returns will be removed from the Client List screen.
| In these circumstances... | Do the following... |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The client list screen is not up to date with the latest clients for returns | Refresh the client list by clicking on the Refresh List button |
Chapter 6
How to Add a new Destination for Returns (receiver)
When you first access Web Controlled Returns you may need to enter additional return destination (receivers) details for returning goods using Star Track Express.
This will allow you to enter a pre-defined list of specific locations (eg. head office, warehouse or service centre) to which your clients can return goods.
From the Web Controlled Returns Menu screen:
> Click on the Receiver List
option
The Receiver List screen will appear.
> Click on the Add Receiver button to add a new destination for returns
(receiver)
The Add Receiver screen will appear.
> Enter your new return destination details
(receiver)
> Click on the Find Location button to obtain the correct location,
post code and state for the receiver
> Enter the Receiver Email address (if required)
> Select the Receiver is for Returns checkbox to
indicate this location
is a destination for returns
> Select the Set as default Receiver checkbox to
indicate this destination
is the default destination for goods
being returned (if applicable)
> Click on the Save button to complete entry of this destination for returns
Any new destinations for returns will appear in the Receiver List screen.
| In these circumstances... | Do the following... |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details for your return destination |
| Any popup window messages are displayed | Check the message details and alter the details for your return destination (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The receiver list screen is not up to date with the latest destinations for returns | Refresh the receiver list by clicking on the Refresh List button |
How to Modify an existing Destination for Returns (receiver)
You may need to alter your existing return destination (receivers) details for returning goods using Star Track Express.
This will allow you to change the details of a specific location to which your clients can return goods.
From the Web Controlled Returns Menu screen:
> Click on the Receiver List
option
The Receiver List screen will appear.
> Click on the receiver name of
the existing destination for returns you want
to modify
The Modify Receiver screen will appear.
> Check the return destination currently displayed on the screen
is the one
you want to modify
From the Modify Receiver screen:
> Enter your new return destination details
(receiver)
> Click on the Find Location button to obtain the correct location,
post code and state for the receiver
> Enter the Receiver Email address (if required)
> Select the Receiver is for Returns checkbox to
indicate this location
is a destination for returns
> Select the Set as default Receiver checkbox to
indicate this destination
is the default destination for goods
being returned (if applicable)
> Click on the Modify button to modify this destination for returns
The Receiver List screen will appear.
| In these circumstances... | Do the following... |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details for your return destination |
| Any popup window messages are displayed | Check the message details and alter the details for your return destination (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The receiver list screen is not up to date with the latest destinations for returns | Refresh the receiver list by clicking on the Refresh List button |
How to Delete an existing Destination for Returns (receiver)
You may need to delete an existing destination (receiver) for returning goods.
This will allow you to enter additional destinations for returning goods using Star Track Express.
From the Web Controlled Returns Menu screen:
> Click on the Receiver List
option
The Receiver List screen will appear.
From the Receiver List screen:
> Click on the receiver name of
the existing destination for returns you want to
delete
The Modify Receiver screen will appear.
> Check the return destination currently displayed on the screen
is the one
you want to delete
From the Modify Receiver screen:
> Click on the Delete button to delete this destination for returns
Any deleted destinations for returns will be removed from the Receiver List screen.
| In these circumstances... | Do the following... |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The receiver list screen is not up to date with the latest destinations for returns | Refresh the receiver list by clicking on the Refresh List button |
Chapter 7
How to Enter a Request for a Return
Customers clients (senders) can enter requests for returns for authorisation before returning goods using Star Track Express.
This allows return clients (senders) to enter the details of the return consignment including the relevant product codes for the goods being returned.
A unique request authority number will be allocated to each client with an expiry date if a time limit applies to the client entering requests for returns.
Note: customers clients will be sent an email with a link to a Return Request option to enter requests for returns for authorisation by customers.
From the request Authority Number Email:
> Click on the link
in the email to access the Star Track Express web site
The Login screen will appear.
You then need to login to access the Controlled Return Request screen.
At the Login screen you will be asked for your request
authority number and relevant despatch id for return requests
(this information is included in the authority number email):
> Enter your request number
> Enter the relevant despatch id
> Click on the Submit button
Once you have entered your correct request authority number and despatch id the Return Request - Sender or Receiver Details screen will appear.
Note: the Return Request - Sender Details screen will only appear if the client can change the senders location for return consignments to allow returns from multiple branches or stores.
| In these circumstances... | Do the following... |
| Unable to login to the Controlled Return Request screen | Double check you have entered your request authority number and relevant despatch id correctly (note: this information is included in the authority number email) |
| The message "This Request Number has expired" message is displayed | Contact your vendor as the time limit has expired for you to enter requests for returns |
| Still unable to login to Controlled Return Request screen | Contact your vendor for assistance |
From the Return Request - Sender Details screen (if applicable):
> Enter or change the return sender details as
required
> Click on the Find Location button to obtain the correct location,
post code and state for the sender
> Enter the Sender Email address
> Select the Sender to print labels - Yes
radio button if the labels will be
printed by the sender (otherwise the
labels will be posted to the sender)
> Click on the Next>> button to move to the next screen
Note: the Return Request - Sender Details screen will only appear if the client can change the senders location for return consignments to allow returns from multiple branches or stores.
From the Return Request - Receiver Details screen:
> Select the return receiver from the dropdown
list
> Check the return destination displayed on the
screen is the one
you want to return the goods
> Click on the Next>> button to move to the next screen
From the Return Request - Connote Details screen:
> Select the return reason from the dropdown
list
> Select the unit type from the dropdown list
> Enter the number of items, weight and size of items
> Click on the Calculate button to calculate the cubic volume (size)
for the return by entering the quantities, lengths,
widths and heights for
the items
> Select the Dangerous Goods radio button
if your return consignment
contains dangerous goods
> Enter the relevant product quantities and
codes or
select the product codes from the
selection lists for the goods
being returned (if applicable)
> Enter the requested despatch date for the return
if not todays date
(format DD/MM/YYYY)
> Enter any other details you want to include on
the return
> Click on the Submit button to complete entry of the return
When you have submitted your return request a "Your Request for a Controlled Return has been submitted. A notification email will be sent to you when your request is processed." message will be displayed on the screen.
You will be automatically sent an Email with a link to the return summary and labels for the return consignment if your return request is authorised by your vendor.
Use the <<Back button to return to the previous screen.
Note: it is important that you select the correct location for your senders for returning goods using Star Track Express.
| In these circumstances... | Do the following... |
| A return destination (receiver) is not appearing in the receivers dropdown list | Contact your vendor for assistance |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details on your return connote |
| Any popup window messages are displayed | Check the message details and alter the details on your return connote (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
Chapter 8
How to Print Return Summary/Labels at Pickup Location
Customers clients (senders) can print return summary reports and labels for returns at the pickup location for returning goods using Star Track Express.
The return summary report is required to provide details of the returns to the Star Track Express Driver.
The Driver Copy of the return summary report must be given to the Star Track Express driver when the consignment is picked up.
You need to print and attach labels to your return goods for identification and tracking.
Labels can be printed after your request for a return has been authorised.
It is important that all labels are firmly adhered to the goods preferably printed on self-adhesive labels for laser printers (see Chapter 2 - Important Label Information).
The labels will be printed on your default laser printer.
Useful hints on solving typical label printing problems can be found
in the
Label Printing Troubleshooting Guide.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
A unique return authority number will have been allocated to the return connote.
Note: customers clients will be sent an email with a link to a Print Controlled Return Labels option to print the return summary and labels for the return consignment OR the return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
From the Controlled Return Labels Email:
> Click on the link
in the email to access the Star Track Express web site
The Login screen will appear.
You then need to login to access the Print Controlled Return Labels screen.
At the Login screen you will be asked for your return
authority number and relevant despatch id for the return connote
(this information is included in the controlled return labels email):
> Enter your return authority number
> Enter the relevant despatch id
> Click on the Submit button
Once you have entered your correct return authority number and despatch id the Print Controlled Return Labels screen will appear.
Note: if there are more than 20 items for the return consignment the return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
| In these circumstances... | Do the following... |
| Unable to login to the Print Controlled Return Labels screen | Double check you have entered your return authority number and relevant despatch id correctly (note: this information is included in the controlled return labels email) |
| Still unable to login to Print Controlled Return Labels screen | Contact your vendor for assistance |
From the Print Controlled Return Labels screen:
> Check the return consignment details are correct
> If there are less items to return than initially
requested you can modify
the return connote to reduce the
quantity, weight or change the volume
before printing the labels by using the Update button on the screen
(see section - How to
Modify Connotes for Returns at Pickup Location)
> Click on the Next>> button on the bottom of the screen to display the
return summary report for
printing (the labels will be displayed for
printing after the return summary has been
printed)
> Click on the Print button to print the return summary report
> Click on the OK button
to confirm the report printed successfully and
the labels will be displayed
for printing
> Click on the Print button to print the first page of labels and to move
to the next page of labels (2 labels
per A4 page)
> Click on the Print button again until all the labels have been printed
Note: use the Next button to move to the next page of labels if you are using Netscape as your internet browser.
An additional label listing the relevant product codes for the goods being returned may be printed (if applicable). This label should also be attached to your return goods.
When you have finished printing the labels an "All labels have been printed" message will be displayed.
You can now book a web pickup for this return if required (see Chapter 15 - How to Request a Casual Pickup Booking for a Return).
Use the Exit button to close this window if required.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
Note: if there are more than 20 items for the return consignment the return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
You can reprint return summary reports and labels for return connotes if a problem has occurred when printing the labels (see the next section - How to Reprint Return Summary/Labels at Pickup Location).
Note: the driver copy of the return summary must be given to the Star Track Express driver when the consignment is picked up.
| In these circumstances... | Do the following... |
| The labels or barcodes DO NOT print
correctly on your printer (2 labels per A4 page) |
Refer to the Label Printing Troubleshooting Guide for hints on how to solve typical label printing problems |
| The labels or barcodes STILL do not print correctly | Contact the Star Track Express Help Desk on 1800 028 361 during business hours for assistance |
| There are less items to return than initially requested | Modify the return connote (see section - How to Modify Connotes for Returns at Pickup Location) |
| Any informational messages are displayed | Check the message details and follow any instructions provided |
How to Reprint Return Summary/Labels at Pickup Location
Customers clients (senders) can reprint return summary reports and labels for returns at the pickup location for returning goods using Star Track Express.
You may need to reprint return summary reports and labels if a problem has occurred when printing the original reports and labels.
The return summary report is required to provide details of the returns to the Star Track Express Driver.
Labels can be reprinted after your request for a return has been authorised.
It is important that all labels are firmly adhered to the goods preferably printed on self-adhesive labels for laser printers (see Chapter 2 - Important Label Information).
The labels will be printed on your default laser printer.
Useful hints on solving typical label printing problems can be found
in the
Label Printing Troubleshooting Guide.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
A unique return authority number will already have been allocated to the return connote.
Note: customers clients will have been sent an email with a link to a Print Controlled Return Labels option which will also allow them to reprint the return summary and labels for the return consignment OR the return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
From the original Controlled Return Labels Email:
> Click on the link
in the email to access the Star Track Express web site
The Login screen will appear.
You then need to login to access the Print Controlled Return Labels screen.
At the Login screen you will be asked for your return
authority number and relevant despatch id for the return connote
(this information is included in the original controlled return labels email):
> Enter your return authority number
> Enter the relevant despatch id
> Click on the Submit button
Once you have entered your correct return authority number and despatch id the Print Controlled Return Labels screen will appear.
Note: if there are more than 20 items for the return consignment the return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
| In these circumstances... | Do the following... |
| Unable to login to the Print Controlled Return Labels screen | Double check you have entered your return authority number and relevant despatch id correctly (note: this information is included in the controlled return labels email) |
| Still unable to login to Print Controlled Return Labels screen | Contact your vendor for assistance |
From the Print Controlled Return Labels screen:
> Check the return consignment details are correct
> If there are less items to return than initially
requested you can modify
the return connote to reduce the
quantity, weight or change the volume
before printing the labels by using the Update button on the screen
(see section - How to Modify Connotes for Returns at Pickup Location)
> Click on the Next>> button on the bottom of the screen to display the
return summary report for printing
(the labels will be displayed for
printing after the return summary has been printed)
> Click on the Print button to reprint the return summary report
> Click on the OK button
to confirm the report printed successfully and
the labels will be displayed for
printing
> Click on the Print button to reprint the first page of labels and to move
to the next page of labels (2 labels
per A4 page)
> Click on the Print button again until all the labels have been printed
Note: use the Next button to move to the next page of labels if you are using Netscape as your internet browser.
An additional label listing the relevant product codes for the goods being returned may be printed (if applicable). This label should also be attached to your return goods.
When you have finished reprinting the labels an "All labels have been printed" message will be displayed.
Use the Exit button to close this window if required.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
Note: the driver copy of the return summary must be given to the Star Track Express driver when the consignment is picked up.
| In these circumstances... | Do the following... |
| The labels or barcodes DO NOT print
correctly on your printer (2 labels per A4 page) |
Refer to the Label Printing Troubleshooting Guide for hints on how to solve typical label printing problems |
| The labels or barcodes STILL do not print correctly | Contact the Star Track Express Help Desk on 1800 028 361 during business hours for assistance |
| There are less items to return than initially requested | Modify the return connote (see section - How to Modify Connotes for Returns at Pickup Location) |
| Any informational messages are displayed | Check the message details and follow any instructions provided |
How to Modify Connotes for Returns at Pickup Location
Customers clients (senders) can modify return consignments to reduce the quantity, weight or change the volume before printing the labels at the pickup location for returning goods using Star Track Express.
This may be required if there are less items to return than initially requested.
Note: if there are more than 20 items for the return consignment the return summary and labels will be emailed in PDF format and the quantity, weight and volume cannot be changed with PDF labels.
A unique return authority number will already have been allocated to the return connote.
Note: customers clients will have been sent an email with a link to a Print Controlled Return Labels option which will also allow them to modify the return consignment to reduce the quantity, weight or change the volume OR the return consignment return summary and labels will be emailed in PDF format and can be printed using the attached PDF file.
From the original request Controlled Return Labels Email:
> Click on the link
in the email to access the Star Track Express web site
The Login screen will appear.
You then need to login to access the Print Controlled Return Labels screen.
At the Login screen you will be asked for your return
authority number and relevant despatch id for the return connote
(this information is included in the original controlled return labels email):
> Enter your return authority number
> Enter the relevant despatch id
> Click on the Submit button
Once you have entered your correct return authority number and despatch id the Print Controlled Return Labels screen will appear.
Note: customers clients can only modify a return consignment to reduce the quantity, weight or change the volume on the same day as the return was authorised or if the despatch date for the return is after todays date.
| In these circumstances... | Do the following... |
| Unable to login to the Print Controlled Return Labels screen | Double check you have entered your return authority number and relevant despatch id correctly (note: this information is included in the controlled return labels email) |
| Still unable to login to Print Controlled Return Labels screen | Contact your vendor for assistance |
Note: if there are more than 20 items for the
return consignment the return summary and labels will be emailed in PDF
format and the quantity, weight and volume cannot
be changed with PDF labels.
From the Print Controlled Return Labels screen:
> Check the return consignment currently displayed
on the screen is
the one you want to modify
> Enter the reduced quantity, weight or change the
volume as required
> Click on the Update button to complete the modification of the return
and display the return summary
report and labels for printing
(see section - How to Print Return Summary/Labels at Pickup Location)
Note: any excess labels for return consignments must be destroyed.
| In these circumstances... | Do the following... |
| Unable to modify return consignment to reduce the quantity, weight or change the volume | The return consignment data has already been transferred to Star Track Express and therefore the return details can no longer be changed |
| Any informational messages are displayed | Check the message details and follow any instructions provided |
Chapter 9
How to Review and Authorise Requests for Returns
You may need to authorise requests for returns from your clients (senders) before allowing goods to be returned using Star Track Express.
Your clients (senders) can enter requests for returns for authorisation before returning goods.
A unique request number will have been allocated to each request for returns received from your clients.
Note: your clients will have been sent an email with a link to a Return Request option to enter requests for returns for authorisation.
From the Web Controlled Returns Menu screen:
> Click on the Return
Request option
The Return Request List screen will appear.
Note: you must regularly refresh the Return Requests screen to check for new requests for returns.
From the Return Request List screen:
> Click on the request number of
the request for a return you want
to authorise
The Authorise Request screen will appear.
> Check the request for a return currently displayed on the
screen is
the one you want to authorise
> Change the despatch date for the
authorised return if not todays date
(format DD/MM/YYYY)
> Enter a unique return authority number
to be used for this
return consignment (if applicable)
> Reduce the quantity, weight or change the volume
if required
> Select the unit type from the dropdown list
> Select the service required from the dropdown
list
> Click on the Print
button to print a hard copy of the request for a return
on your default printer (if
required)
> Click on the Authorise or Update button to authorise this request
for a return
Use the Close button to exit the Authorise Request screen without authorising the request for a return.
The Return Request List screen will appear.
> Click on the Refresh List button to refresh the return request list.
Note: if your clients are printing the labels they will be sent an email with a link to a Print Controlled Return Labels option to print the return summary and labels for the return consignment.
| In these circumstances... | Do the following... |
| The message "There are no outstanding Return Requests" is displayed | No request for returns have been submitted by your return clients |
| Any popup window messages are displayed | Check the message details and alter the request for a return (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The return request list screen is empty or not up to date with the latest requests for returns | Refresh the return request list by clicking on the Refresh List button |
How to Reject Requests for Returns
You may need to reject requests for returns from your clients (senders) that you do not want to authorise.
Your clients (senders) can enter requests for returns for authorisation before returning goods.
A unique request number will have been allocated to each request for returns received from your clients.
Note: your clients will have been sent an email with a link to a Return Request option to enter requests for returns for authorisation.
From the Web Controlled Returns Menu screen:
> Click on the Return
Request option
The Return Request List screen will appear.
Note: you must regularly refresh the Return Requests screen to check for new requests for returns.
From the Return Request List screen:
> Click on the request number of
the request for a return you want
to reject
The Authorise Request screen will appear.
> Check the request for a return currently displayed on the
screen is
the one you want to reject
> Enter a reason for rejecting this return
consignment (an email
containing the reason for rejection will be sent back to
your return client)
> Click on the Print
button to print a hard copy of the request for a return
on your default printer (if
required)
> Click on the Reject button to reject this request for a return
Use the Close button to exit the Authorise Request screen without rejecting the request for a return.
The Return Request List screen will appear.
> Click on the Refresh List button to refresh the return request list.
Note: your client will be sent an Email containing the reason for rejecting any return consignments.
| In these circumstances... | Do the following... |
| The message "There are no outstanding Return Requests" is displayed | No request for returns have been submitted by your return clients |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The return request list screen is empty or not up to date with the latest requests for returns | Refresh the return request list by clicking on the Refresh List button |
Chapter 10
How to Enter a Connote for a Return
You may need to enter connotes with the details of the goods to be returned using Star Track Express.
This is required to record the sender details, return reason, service required, number of items, weight and to produce the labels for the return goods.
Note: this is not required if your clients (senders) can enter requests for returns for authorisation before returning goods.
From the Web Controlled Returns Menu screen:
> Click on the Enter Return
option
The Controlled Return - Sender Details screen will appear.
From the Controlled Return - Sender Details screen:
> Enter your sender details or select a
sender from the dropdown list
> Click on the Find Location button to obtain the correct location,
post code and state for the sender
> Enter the Sender Email address (if
required)
> Select the Labels in PDF format checkbox to
indicate the labels will
be emailed in PDF format for all
return consignments for this client
> Select the Sender to print labels - Yes
radio button if the labels will be
printed by the sender (otherwise the
labels will be printed by you)
> Select the Print product codes - Yes
radio button if the relevant product
codes for the goods being returned will be
entered for this sender
> Select the Update Sender List radio button to add
frequently used
senders to your senders list
> Click on the Next>> button to move to the next screen
The Controlled Return - Receiver Details screen will appear.
> Select the receiver account from the dropdown
list
> Enter your receiver details or select a
receiver from the dropdown list
> Click on the Find Location button to obtain the correct location,
post code and state for the receiver
> Enter the Receiver Email address (if required)
> Select the Set as default Receiver checkbox to
indicate this receiver
is the default destination for goods
being returned (if applicable)
> Select the Update Receiver List radio button to
add frequently used
receivers to your receivers list
> Click on the Next>> button to move to the next screen
The Controlled Return - Connote Details screen will appear.
> Select the return reason from the dropdown
list
> Enter a unique return authority number for the
return (if required)
> Select the unit type from the dropdown list
> Enter the number of items, weight and size of items
> Click on the Calculate button to calculate the cubic volume (size)
for the return by entering the quantities, lengths,
widths and heights for
the items
> Select the service required from the dropdown
list
> Select the Dangerous Goods radio button
if your return consignment
contains dangerous goods
> Enter the relevant product quantities and
codes or
select the product codes from the
selection lists for the goods
being returned (if applicable)
> Enter the despatch date for the return if not
todays date
(format DD/MM/YYYY)
> Enter any other details you want to include on
the return
> Click on the Submit button to complete entry of the return
The Return Summary and Print Labels screen will appear (if the labels are to be printed by you) otherwise your client (sender) will have been sent an email with a link to a Print Controlled Return Labels option to print the return summary and labels for the return consignment.
You can now print the return summary and labels for the return consignment (see the
next section - How to Print Labels).
You can also print the return summary for all the return consignments for this sender (see
Chapter 14 - How to Print a Return Summary).
Use the Reset button to clear the details on the return connote.
Use the <<Back button to return to the previous screen.
Note: it is important that you select the correct location for your senders and receivers for deliveries by Star Track Express.
| In these circumstances... | Do the following... |
| A return client (sender) is not appearing in the senders dropdown list | Select the Client is a Return sender checkbox in client maintenance to indicate this is a client for returns (see section - How to Modify an existing Client for Returns). |
| A return destination (receiver) is not appearing in the receivers dropdown list | Select the Receiver is for Returns checkbox in receiver maintenance to indicate this location is a destination for returns (see section - How to Modify an existing Destination for Returns). |
| Any error messages are displayed at the top of the screen | Check the message details and correct the details on your connote |
| Any popup window messages are displayed | Check the message details and alter the details on your connote (if required) |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
How to Print a Return Summary and Labels
You need to print a return summary report and attach labels to the return goods for identification and tracking.
The return summary report and labels can be printed after you have entered the connotes
with the details of the goods to be returned (see the previous section -
How to Enter a Connote for a Return).
The return summary report is required to provide details of the returns for today to the Star Track Express Driver.
It is important that all labels are firmly adhered to the goods preferably printed on self-adhesive labels for laser printers (see Chapter 2 - Important Label Information).
The return summary report and labels will be printed on your default laser printer.
Useful hints on solving typical label printing problems can be found
in the
Label Printing Troubleshooting Guide.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
Once the return summary report and labels have been printed they can be posted to the sender.
From the Print Return Summary screen:
> Click on the Print button to print the return summary report
> Click on the OK button
to confirm the report printed successfully and
the labels will be displayed
for printing
From the Print Labels screen:
> Click on the Print button to print the first page of labels and to move
to the next page of labels (2 labels per A4 page)
> Click on the Print button again until all the labels have been printed
Note: use the Next button to move to the next page of labels if you are using Netscape as your internet browser.
An additional label listing the relevant product codes for the goods being returned may be printed (if applicable). This label should also be posted to the sender and attached to the return goods.
When you have finished printing the return summary report and labels an "All labels have been printed" message will be displayed and the Web Controlled Returns Menu screen will appear.
You can now book a web pickup for this return (see Chapter 15 - How to Request a Casual Pickup Booking for a Return).
You can reprint the return summary for the return consignments for this sender if required (see Chapter 14 - How to Reprint a Return Summary).
You can also reprint labels for existing connotes if a problem has occurred when printing the labels (see the next section - How to Reprint Labels).
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
Note: you must print the return summary reports for your returns and post the return summary to the sender along with the labels (if the labels have been printed by you). The driver copy of the return summary must be given to the Star Track Express driver when the consignment is picked up.
| In these circumstances... | Do the following... |
| The labels or barcodes DO NOT print
correctly on your printer (2 labels per A4 page) |
Refer to the Label Printing Troubleshooting Guide for hints on how to solve typical label printing problems |
| The labels or barcodes STILL do not print correctly | Contact the Star Track Express Help Desk on 1800 028 361 during business hours for assistance |
| Any informational messages are displayed | Check the message details and follow any instructions provided |
How to Reprint Labels
You may need to reprint labels if a problem has occurred when printing the labels.
Labels can be reprinted after you have entered your connotes with the details of the goods to be returned (see the previous section - How to Enter a Connote).
The labels will be printed on your default laser printer.
Useful hints on solving typical label printing problems can be found
in the
Label Printing Troubleshooting Guide.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
Once the labels have been printed they can be posted to the sender.
From the Web Controlled Returns Menu screen:
> Click on the Reprint Label option
The Reprint Label screen will appear.
> Enter the connote number for the labels you need
to reprint
> Click on the Display button to display the labels
> Check the label details to ensure you have
selected the correct connote
> Click on the Reprint button to print the first page of labels and to move
to the next page of labels (2 labels per A4 page)
> Click on the Reprint button again until all the labels have been printed
Note: use the Next button to move to the next page of labels if you are using Netscape as your internet browser.
An additional label listing the relevant product codes for the goods being returned may be printed (if applicable). This label should also be posted to the sender and attached to the return goods.
When you have finished printing the labels an "All labels have been printed" message will be displayed and the Web Controlled Returns Menu screen will appear.
IMPORTANT: Labels will sometimes print incomplete if the Print button on the label printing page is pressed before all the label details have appeared on the screen (ie. both barcodes and text). You must wait until all the label details are visible before printing the labels.
You can recall and view existing connote details if you do not know the connote number for the labels you need to reprint (see Chapter 11 - How to View Current Connotes for Returns).
Note: you must also print the return summary reports for your returns and post the return summary to the sender along with the labels (if the labels have been printed by you). The driver copy of the return summary must be given to the Star Track Express driver when the consignment is picked up.
| In these circumstances... | Do the following... |
| The message "Connote not found" is displayed | Check the connote number is correct for the labels you need to reprint |
| Any other informational messages are displayed | Check the message details and follow any instructions provided |
| The labels or barcodes DO NOT print
correctly on your printer (2 labels per A4 page) |
Refer to the Label Printing Troubleshooting Guide for hints on how to solve typical label printing problems |
| The labels or barcodes STILL do not print correctly | Contact the Star Track Express Help Desk on 1800 028 361 during business hours for assistance |
Chapter 11
How to View Current Connotes for Returns
You can recall and view existing return connote details in Web Controlled Returns.
Connotes entered today can be recalled from the View/Modify Returns screen.
From the Web Controlled Returns Menu screen:
> Click on the View/Modify Returns
option
The View/Modify Returns screen will appear.
> the date range used to search
for connotes will default to todays date
> Click on the connote number
for the connote you want to view or print
> Check the connote currently displayed on the screen is the
one you want
to view or print
> Click on the Print
button to print a hard copy of the connote on
your default printer
> Close the Connote Details screen to exit
Once you have exited the Connote Details screen the View/Modify Returns screen will appear.
Previously entered return connotes can also be recalled
and viewed
(see t