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 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.

Our general tips:

• We recommend that you collect the labels during the day and only then order the collection. Otherwise, a collection order will be placed for each individual parcel, which is more prone to disruptions.
• Unfortunately, a collection on a specific date or an automatic, regular collection is not possible free of charge, but possibly only via a separate customer account with the respective carrier (UPS and DHL). With DPD we can request a daily collection.
• We use your standard company address from Winestro.Cloud as the collection address. You can specify a different collection address in the Shipcloud settings as part of our connection service.
• Unfortunately, we cannot transmit information such as "Collection in the courtyard", etc.. So please use information signs directly on site at the winery.

Please read absolutely the instructions for the service provider of your choice.

UPS

It is not possible to order a collection before the weekend or a public holiday. You have to log in directly on the holiday or Sunday and order the collection for the following working day. (Alternatively, in urgent cases, sporadic shipping with DHL is recommended; here, pick-up is Monday-Saturday and - unlike with UPS - delivery is also on Saturday).

  First collection orders for UPS must be placed before 21.00 hrs,
  so that a collection can be made for the following working day.
  This does not apply to "Repeat collection orders" (see below).

ATTENTION: Sometimes UPS does not collect your parcels on the next working day, even though you have ordered a collection. In this rare case, wait until 6 p.m. on the scheduled collection day (it is possible that the courier will still arrive by then) and then proceed as described under "Re-collect" to request a free collection 2 days later. In urgent cases, you can order a chargeable collection for the following day directly via UPS:

Request a Collection Directly from UPS:

If a collection is to be scheduled for a specific day and time period or if a very large quantity of parcels is to be sent, this can only be done directly via UPS. This service is subject to a charge and is billed separately by UPS.

You can find all information about the different express options here.

If you would like to order a collection from another address (for example, from a customer), you can do this directly via UPS, also for a fee.

Alternatively, you can of course drop off your UPS packages free of charge at the nearest parcel shop of the shipping service provider.

You can check the status of a collection order in the UPS system at any time here by entering the reference number of the collection (e.g.: 2929602E9CP, you can get it via Post - Parcels - Collection or directly after confirmation at UPS).

Renewed collection UPS

You can re-trigger uncollected or only partially collected collection orders free of charge.

If your parcels have not been collected by 6 p.m. on the scheduled collection day, you can request 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, you can also request a collection later, but if you do so after 3 p.m., the date of the new collection will be postponed by one working day. If necessary, pay attention to weekends and public holidays.

Click on the green arrow symbol next to the corresponding collection order under Post - Parcels - Collection.

A new window will open where you can enter the following information:

• the number of parcels not collected
• the total weight of the parcels.

After completing the entry and confirmation, you will see the time of the new collection order in the list of collections - the driver will then come on the following working day if the order was placed before 3 p.m., and after 3 p.m. on the next but one working day.

It is not possible to track the status of these renewed collection orders because the reference number differs from the original order.

The original collection request may be resubmitted several times in individual cases. However, please be careful about overusing this function!

Always wait until after 6 p.m. on the scheduled collection day before retransmitting an order!

If no one arrives even after a renewed order, we recommend delivery to an access point (note: here the shipment must not weigh more than 20 kg), order via your own UPS account or simply switch to another provider.

DPD

It is not possible to order a collection before the weekend or a public holiday. You must therefore log in directly on the public holiday or Sunday and order the collection for the following working day.

  Collections for DPD must be ordered before 18.00 hrs, 
  so that a collection can be made for the following working day.

Repeat DPD collection

It sometimes happens that DPD does not collect your parcels even though you have ordered a collection.

If the parcels are not collected, you have several options for requesting a new collection from 6 p.m. on the scheduled collection day and, of course, at any time later:

1. by clicking on "Re-collection" directly next to the failed collection request under "Post - Parcels - Collection".

If your parcels have not been collected by 6 p.m. on the scheduled collection day, you can request a new collection for the following working day after 6 p.m. on the same day until 6 p.m. on the following day. Of course, you can also request a collection later, but if you do so after 6 p.m., the date of the new collection will be postponed by one working day. If necessary, pay attention to weekends and public holidays.

Click on the green arrow symbol next to the corresponding collection order under Post - Parcels - Collection.

A new window will open where you can enter the following information:

   the number of parcels not collected
   the total weight of the parcels

After completing the entry and confirmation, you will see the time of the new collection order in the list of collections - the driver will then come on the following working day if the order was placed before 6 pm, and on the next but one working day if the order was placed after 6 pm.

It is not possible to track the status of these renewed collection orders because the reference number differs from the original order.

The original collection request may be resubmitted several times in individual cases. However, please be careful about overusing this feature - if you have two failed collections in a row, it is better to choose one of the options below.

Important, so as not to overload the systems and attract negative attention from DPD: Always wait until after 6 p.m. on the scheduled collection day before requesting another collection. 2.

Order the collection via your account at myDPD.

If you do not have your myDPD login or if you have forgotten your password 
your password, please contact us in the forum. 3.

3. call directly at your depot and order a collection by phone. Always give your DPD customer number in direct contact with this carrier. For this purpose we have stored your DPD customer data in your account when you activated it. You will find this data under System - Settings - Delivery. You can also find the contact details for your depot on every stamp or by searching the Internet.

Problems, such as uncollected parcels, can often be solved most quickly by contacting your depot directly by phone. 

4) Alternatively, you can drop off your DPD parcels directly at a DPD depot, although not at a parcel shop.

5. if really nobody comes and a delivery is not possible, it is recommended to change to another provider.

Organisation of DPD

Unfortunately, it happens that customers have very different experiences with DPD shipping.

DPD is not organised in the same way as UPS or DHL. Each depot works more or less independently, which can be thought of as a franchise. They all work under the DPD name, are allowed to use it and have to follow the guidelines. However, some depots work better and others unfortunately worse, which is why the experience with DPD can vary.

Daily collection

We can always request a daily collection from the DPD depot responsible. If you are interested, we can ask whether this is possible for you. Just contact us if you are interested.

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.

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!

Cancel a UPS pick-up

You can check the status of their collection request on the UPS page under Schedule a Collection, on the right hand side of the page, and cancel it this way as well.

Not all packages of a collection have been taken

If your parcels were not yet packed or the carrier came with a too small transporter, this can happen. Normally you do not have to do anything. The carrier will automatically come again the next day. It is also possible that you create a pick-up for another parcel and then give the carrier a few more parcels with this next pick-up.

Pro Tip: It may be a good idea, not only for a case like this, to exchange mobile phone numbers with the driver. According to many of our customers, this has proven successful. As a rule, the collectors are quite accommodating if the circumstances allow it, but it can also be that the additional parcel is refused. In this case, you can proceed as described above under "Pick up again", depending on the carrier.

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.

UPS You can request a new collection yourself at any time, see "New UPS collection" above. However, special / scheduled collections on the same day must be ordered and paid for by yourself directly via a quickly created own UPS customer account. Alternatively, this can also be done by telephone via the hotline.

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.