En:Collection

Collection order

Collection order

Ordering a collection of your parcels from DPD and UPS is free of charge and can be ordered via Winestro.Cloud or alternatively directly from the carriers. To do this, go to Post - Parcels - Collection and click on the green truck symbol. Then select the desired service provider and click on "Request collection". You will then find the collections you have already ordered in the overview list.

General information and tips

We use your standard company address from Winestro.Cloud, which you entered under System - Documents - General, as the collection address. You can specify a different collection address in the En:Shipcloud-Settings as part of our connection service.

The driver of your selected service provider will always arrive at the earliest possible time on the following working day between 9 am and 5 pm. Unfortunately, it is not possible to specify a more precise time. There are no collections on Saturdays and Sundays. So please bear in mind that collections ordered on a Friday cannot take place until the following Monday at the earliest. However, we recommend ordering a collection for Monday on a Sunday, as we have already experienced that collections ordered on a Friday are lost. Unfortunately, we are unable to provide information such as “pick up at the winery” etc. Please use signs with a cell phone number directly on site at the winery. This can also be helpful if, for example, the usual driver is unavailable and the pick-up location is unknown to the representative.

You can find out which individual agreements you can make with the respective shipping service providers, such as ordering a pick-up on time or regular pick-ups, in the further course of the individual shipping service providers.

Only transmit one pick-up order per day. Each additional order overwrites the previously sent orders so that the parcels are NOT registered with the carrier. This causes major problems and frustration on all sides, especially during the Christmas season.

Please bear in mind that drivers are only human and that at busy times collection orders may be delayed or not carried out at all, e.g. because there is not enough (personnel) capacity. It is therefore better to order smaller quantities every day at peak times rather than just 1-2 times a week.

You can use the printer symbol next to your pick-up order to print out a pick-up slip for the ordered consignments as a PDF. We recommend that you always have this signed by the driver. Sometimes parcels are not scanned directly when they are loaded. If a parcel disappears later on, the carriers generally refuse to accept liability. It is only possible to prove that the parcel has left the company and is in the hands of the parcel service provider with a signed collection bill showing the parcel's consignment number.

UPS

Occasional/one-time collections

To request an occasional collection, go to Post - Parcels - Collection and click on the green truck icon. Then select UPS and click on Request pickup. You will now find this and all previous collection orders in the overview list.

Collections can only ever be ordered for the following working day. To ensure that a collection at your location can still be scheduled for the next working day by UPS, it is necessary that this is registered in time. Therefore, order the collection before 21:00. This deadline does not apply to new collection orders.

Please note that UPS does not guarantee collection on the next working day. Under certain conditions, the collection may not be carried out until two days after the order has been placed.

You can call up the status of a collection that has already been ordered at any time here by entering the reference number of the collection. You can find this number under Post - Parcels - Collection. If an order could not be carried out, it is usually displayed with the status UPS tried to pick up your shipment(s) but was unsuccessful. Please reschedule your pickup. Then request a Renew_Collection. In urgent cases, drop off your parcels at a nearby UPS Access Point.

Direct ordering of a collection

If a collection is to be scheduled for a specific day and period or a very large number of parcels are to be sent, this can be done directly via UPS. Here you also have the option of entering a different collection address. To do this, go directly to on the UPS website. Here you will find detailed step-by-step instructions. It is not necessary to register with UPS. The disadvantage is that all shipment numbers must be entered again.

Renewed collection

Occasionally, the shipping service provider will not collect your parcels even though you have requested a collection. There may be various reasons for this, such as lack of staff, system malfunctions, etc. You can re-initiate collection orders that have not been collected or have only been partially collected free of charge. You have two options for this:

Order via Winestro.Cloud

If your parcels have not been collected by 6 p.m. on the scheduled collection day, you can order a new collection for the following working day after 6 p.m. on the same day until 3 p.m. on the following day. Of course, it is also possible to place an order later, but the date of the new collection will be postponed by another working day if you click after 3 pm. Pay attention to weekends and public holidays here too. Under Post - Parcels - Collection, click on the green arrow circle symbol next to the unfulfilled collection order. A new window will open where you can enter the number of uncollected parcels and the total weight. After entering and confirming, you will see the time of the new collection in the list of collections. It is not possible to track the status of these new collection orders as the reference number differs from the original order. The original collection order can also be resubmitted several times in individual cases. However, please be careful not to overuse this function!

Directly from UPS

If the parcels are not picked up even after a new order, we recommend delivering them to a UPS Access Point (note: the shipment must not weigh more than 20 kg), ordering them via your own UPS account or simply switching to another provider.

DPD

ATTENTION! The transport of 15 and 18 parcels is officially not permitted by DPD. Up to now DPD has also transported 15 and 18-piece parcels, but this is only a goodwill service which is not guaranteed and can be discontinued at any time.
We would therefore like to point out that DPD does not guarantee the shipment of parcels containing more than 12 bottles. If these parcels are nevertheless shipped, this is at your own risk. If there are problems with collection/shipping, the costs incurred as a result cannot be reimbursed by us.n UPS account or simply switching to another provider.

DPD is organized differently than UPS or DHL. Each depot works more or less independently, which can be thought of as a franchise. All subcontractors work under the DPD name, are allowed to use it and must adhere to the specifications. However, some depots work better and others unfortunately worse, which is why experiences with DPD can be different.

Occasional/one-time collections

To order an occasional collection, go to Post - Parcels - Collection and click on the green truck symbol. Then select DPD and click on Request collection. You will now find this and all previous collection orders in the overview list.

Collections can only ever be ordered for the following working day. In order for DPD to be able to schedule a collection at your location for the next working day, it is necessary for this to be registered in good time. Therefore, order the collection before 18:00. This deadline does not apply to repeat collection orders.

Please note that DPD does not guarantee that the collection will be carried out on the next working day. In some circumstances the collection may not be carried out until two days after the order has been placed.

Direct commissioning of a collection

You can use your own myDPD-Account to create collections by date (up to a maximum of one week later). In addition to the collection date, you can also enter the number of parcels to be collected. It is even possible to add consignments to a collection order at a later date.

If you have forgotten your password, reset it using your user name. You can find this under System - Settings - Delivery. If you do not have any user data, please contact us by e-mail or ticket.

Renewed collection

Occasionally, the shipping service provider will not collect your parcels even though you have requested a collection. There may be various reasons for this, such as lack of staff, system malfunctions, etc. You can re-initiate collection orders that have not been collected or have only been partially collected free of charge. You have several options for this:

Order via Winestro.Cloud

If your parcels have not been collected by 6 p.m. on the scheduled collection day, you can order a new collection for the following working day after 6 p.m. on the same day until 3 p.m. on the following day. Of course, it is also possible to place an order later, but the date of the new collection will be postponed by another working day if you click after 3 pm. Pay attention to weekends and public holidays here too. Under Post - Parcels - Collection, click on the green arrow circle symbol next to the unfulfilled collection order. A new window will open where you can enter the number of uncollected parcels and the total weight:

The original collection order can also be resubmitted several times in individual cases. However, please be careful not to overuse this function. If the collection fails twice in a row, it is better to choose one of the options below.

Telephone order

If you continue to have difficulties, we strongly recommend that you contact DPD personally. You will receive rapid assistance from DPD Customer Service. You can reach them on the telephone number 06021 - 150410. Please have your own DPD customer number ready. You can find this under System - Settings - Delivery.

Alternatively, you can also send an email to the depot responsible. The general email for this is info@depotxxx.dpd.de (insert the number of the responsible depot for the three xxx).

The processing of emails can take several days, which is why urgent matters such as uncollected parcels should be dealt with by telephone.

Drop off at the depot

You cannot hand in your DPD parcels at a parcel store, but you can hand them in directly at your local DPD depot.

Daily collection

A regular collection can always be requested from the responsible DPD depot. To do this, contact your depot by e-mail, stating your customer number. The general e-mail address is info@depotxxx.dpd.de (insert the number of the relevant depot for each of the three xxx). You can find your customer number and the number of the relevant securities account under System - Settings - Delivery.

DHL

Regelabholung DHL

Our DHL framework agreement does not include a collection function as you know it from DPD or UPS. The collection can only be ordered directly via DHL. You will also be billed for this collection separately from Winestro.Cloud via DHL. We have provided you with the corresponding links for collection with DHL directly under Post - Parcels - Collection when selecting DHL (see picture).

Alternatively, you can drop off your DHL parcels free of charge at the nearest parcel shop of the respective shipping service provider.

Please note that DHL parcels must be handed in to DHL within 10 days (after the stamp has been issued), otherwise you will be charged for the additional costs.

  Tip: Sometimes it is worthwhile to simply talk to the postman, most of whom you have known for years.
  You may be able to make an alternative arrangement in person.

Automatic commissioning of a collection

Automatisch eine Abholung beauftragen

It is possible to order parcel collections automatically so that it is no longer necessary to order a collection manually every evening. To automatically request a collection, simply check the box in the settings. Under System - Settings - Delivery - Shipcloud access you will find the setting Automatically generate a collection every evening / Jeden Abend automatisch eine Abholung generieren (see image). As soon as the box is checked, the system automatically searches for generated parcel labels every evening and requests a collection for the next day from the respective shipping service provider. The deadline varies depending on the shipping service provider:

• DPD: 6 p.m.
• UPS: 9 p.m.

Known problems / FAQ

Our tip: Work with the system, not against it: If a driver is a bit grumpy, try to sweeten his probably very busy day with a smile, a bottle of wine and/or a bit of tip - it works wonders!

Where can I find my DPD customer data?

You can find your DPD user data under System - Settings - Delivery. There you will find your DPD customer number, the number of your responsible depot and your user name for logging into your myDPD account.

Where can I find my UPS customer number?

As you have not concluded a contract with UPS, but are a Shipcloud customer, you do not have your own UPS customer number.

There are no parcels available for collection

This error message occurs if a collection has already been ordered for all parcel labels created. Please therefore check the orders in your pick-up list. You can use the printer symbol to display the parcel labels contained in the order. A new collection can only be generated once you have created new parcel labels.

Cancel a UPS pick-up

Query the collection status via this link. If the collection has not yet been carried out, you can also cancel it directly here.

My parcels were not collected

Unfortunately, it can always happen that a collection order is not carried out. You can find out what options you have to request a new collection from UPS or DPD in this article above.

In the case of time-critical parcels or a lack of cooperation between carriers, we also advise you to hand them in at a drop-off point of the respective service provider.

• UPS Drop-Off-Points
• DPD Pickup-Paketshops
• DHL-Stationen

Not all parcels for a collection were taken

As a rule, only the number of parcels ordered for collection is taken. If you create additional shipments after ordering a collection, these are not registered with the shipping service provider and the driver will most likely not take them. Please always hand over the exact parcel numbers that were registered, otherwise collections may not be carried out.

I would like to arrange a collection from my customer

Parcels that are to be collected from your customer as returns must be ordered and paid for separately from UPS, DPD or DHL. It is not possible to do this via Winestro.Cloud.

I receive an error message when ordering a collection

We have compiled a list of the most common error messages and the necessary steps for you here. If you can't find what you're looking for here, open a help ticket, describe the error message and/or send us a screenshot!

Missed pick-up / No pick-up

In times of high workload, it can unfortunately happen that parcel delivery staff forget or do not carry out collections. It is also possible that the order was not assigned to you internally / that the collection order fell over at the back of the system.

Pro Tip: It can also happen that your usual parcel carrier does not come to collect your parcels, but another employee of the carrier does (illness, holiday, etc.). If you have special arrangements with your parcel carrier, such as separate pick-up locations, the "new" one cannot know this. If your parcels are not collected, it is advisable to make the special arrangement clearly visible on a sign or similar and to add a mobile phone number.

DPD Unfortunately, we cannot order a new collection for you even with DPD - here DPD insists on the individual creation of customer accounts for each winegrower and we cannot vouch for you. You will therefore have to make do with our instructions on "DPD collection again" above. Pro Tip: DPD regularly accepts more collection orders than the quota allows. In this case, locations far away from the depot responsible or very small quantities are often left behind. DPD then says that the collection order was not submitted - but this is not true. We recommend that you only ever register larger quantities for collection with DPD and, in an emergency, use the PickUp Shop.

 In the case of time-critical parcels or a lack of cooperation between carriers, we also advise you to drop them off at a 
 drop-off point of the respective service provider:
 * Drop-Off-Points UPS
 * Pickup-Paketshops
 * DHL-Stationen

There are no parcels for a collection

This error message occurs if a collection has already been made for all created parcel labels. Please check the list of generated collections. You can only generate a new collection once you have created new parcel labels. If there is an error, please proceed as described above (new collection options), depending on the carrier. Unfortunately, we have to proceed this way, because otherwise too many vehicles could be ordered due to the impatience of some users - and then it could happen that nobody comes anymore.

Error messages

If you get an error message when ordering a collection from UPS, your stored data is incorrect or incomplete. In this case, open a help ticket, describe the error message and/or send us a screenshot! If an error message appears during the DPD collection in Winestro.Cloud, this is a random but permanent error which we unfortunately cannot correct. First try to order the collection with your myDPD account. If this doesn't work either or you are missing your data for this login, we can help again - write us a help ticket!

I have a very high volume of parcels. Why doesn't it work with UPS?

The free pick-up at UPS as described above is actually for unlimited parcels at once. UPS accepts these orders at the head office and then distributes the drivers accordingly - or sends a truck once. However, there is no guarantee that this planning will always work for UPS. Sometimes (especially at stressful times with a high volume of shipments) and in some areas (such as the Moselle), the drivers' small vans are often simply full - the packages left over from the previous day to be collected from you and your fellow winegrowers add up - and at some point nothing works.

If you notice that there are problems here, we have the following tips (without guarantee!) which have proven themselves in some cases:

• After creating 20 stamps (depending on the size of the container - remember that the UPS truck usually has a limit of 550kg), always create a pick-up order, even several on one day - then several drivers may come instead of just one who puts you off until the next day.
• Get in good with the driver: This is not a joke - he/she can give you information about pick-up, routes and volumes that even we can't get via UPS and may also offer uncomplicated help directly.
• Ask the driver for his/her mobile phone number and give him/her yours so that you can easily communicate and find a solution in case of last-minute loading or scheduling problems.

If you want to be sure: Regular collections, collections at different addresses, at certain times of the day or on the same day, secure truck collections of large quantities, etc., can only be done at cost. - You can only order a collection yourself for a fee via your own UPS business customer account, even if you obtain the stamps through us. Please contact UPS directly. This can be the best option in times of enormous workload and is a very cheap alternative (usually 3-4 Euros) compared to the hassle and effort if the parcels do not make their way for days.

I would like to change my collection address, how do I proceed?

Send us your new address by e-mail, from which the collection should take place in the future. We will change it for you in Shipcloud. If the new address is also to be on the collection receipt, you must also change this in Winestro.Cloud under "System settings - Documents". This has no influence on the actual collection.

If you order collection orders for ordinary from myDPD, please write directly to DPD to change your collection address in their system.