Frequently Asked Questions (FAQ)

ACCOUNT

  1. How do I register for ezyparcels portal account?

    You may register to become our Corporate customer by clicking on "Sign up Corporate account" or register as a Consumer by filling up the "Personal Account Sign Up" on the right panel of the Login page.

     

  2. Do I need to pay any subscription fees or provide any documents to use ezyparcels portal?

    No. ezyparcels portal is an online booking tool for our customers to use our delivery services. There is no subscription fees involved, you will only be charged based on the different services you use with no additional fees incurred.

     

  3. What happens if I forget my username and/or password?

    You may click on "Forgot your password" link and enter your username and e-mail address. An email will be sent to you with your username and new password details.

    If you are unable to reset your password (for Corporate customers), please contact your Business manager for assistance. As (for Consumers), please contact our customer service.

    For users who (Ship as Guest), no username and password are required.

     

  4. How do I change my profile details?

    To change your profile details, click on Admin tab and select on "My user account".

     

  5. How do I change my auto-default Send from details?

    Please do the following steps:-

    • Go to Admin -> My Send by address -> Click Add new
    • Fill in the fields to create the auto-default Send from profile and click Save
    • Go to Admin -> My Settings and change the "Default Send by address" to the new profile you created and click Save

     

SHIPPING

  1. I made a slight change to the details of my shipment on the label, why is it that you cannot accept the article? Will I get a refund?

    Shipment details (i.e. country, collection and delivery address, weight, etc) determine the price of your postage. Please ensure your shipment details are correct before you proceed to make payment for your shipment. There will be no refund of your shipment once a booking in ezyparcels portal has been confirmed and paid.

     

  2. How do I proceed with my transaction after I completed payment for shipment in ezyparcels portal? (For Ship As Guest only)

    Please do not close the payment browser after you have completed your payment.  Click “Done” on the payment browser and you will be brought back to ezyparcels portal.

    Select your shipment(s) and click “Print selected document” to generate your shipping documents. Print your shipping documents and affix the documents onto your package.

     

  3. Why do I keep getting an error message in the dimensions I enter?

    Your item could be too large to be sent and this would mean that we will not be able to process your shipment as it is beyond the maximum dimension.

    For the maximum weight and dimension of Quantium services, please refer to: 

    http://www.quantiumsolutions.com/sg-en/shipping

     

  4. I made payment on ezyparcels portal but decided not to send the item. How can I get a refund? (For Ship As Guest only)

    Please note that no refund would be allowed for users once a booking in ezyparcels portal has been confirmed and paid. Please confirm your intention to ship your item before you proceed to make payment in ezyparcels portal.

     

  5. What happens if I do not know the postcode of the 'send to' address?

    Postcodes are mandatory when shipping to major international destinations such as China, South Korea, Japan, Spain, France, Australia, UK and USA.

    For international addresses without a postcode, deliveries may be subjected to failure or delays.

    For example Singapore addresses, a postcode is always required.

     

  6. Why do I get an error message on my address input?

    Please refrain from keying your address into one single address line. It is recommended to always key in your address (Send from and Send to) in the following format:

    • Name Line 1 – Company Name or Recipient Name (eg. Attn to:)
    • (35 characters limit)
    • Name Line 2 – Recipient name (if Company Name is in Name Line 1)
    • (35 characters limit)
    • Address line 1 – Block number (35 characters limit)
    • Address line 2 – Street name and unit number (35 characters limit)
    • Address line 3 – Building name (35 characters limit)

     

  7. What happens if the “Send from” address is different from the collection address?

    The “Send from” address field is automatically populated with the sender’s address. However, it can be changed to an alternative collection address that you wish. Please ensure the “Send from” address you entered is the address you want the courier to pick up the parcel, if you select the Quantium collection request option.

     

  8. Why do I get an error message "Sender name is required" or why is the "Sender name" field empty?

    The reason for this error message is because you do not have an address registered with us. Please go to Admin -> My Send by addresses -> Add new – to register your information i.e. Name, address, etc in ezyparcels portal.

     

  9. Why do I sometimes get fewer service options to choose from?

    The service options available are determined by the origin, destination, weight, dimension and/or category of your parcel.

    For Corporate customers, if no services are displayed after you click on “Choose Quantium service”, please check your destination country, weight, dimension and/or category of shipment entered.

    For (Ship As Quest), if no services are displayed under “Enter a shipment” Step 2, please return to Step 1 and check your destination country, weight, dimension and/or category of shipment entered.

     

  10. How do I assign my shipments to fixed collection, courier collection or drop off at Collection depot?

    Please go to “My Quantium Shipment” screen (for corporate customers) or “Collection” screen (Ship As Guest) to assign your shipments to a collection or drop-off request. Please note that shipment not assigned to a collection option is not considered as a valid shipment.

     

  11. What should I do if no one picks up my package after I have assigned my shipments to a collection request?

    A collection request is considered successful when there is a Job no. generated for your package. Please ensure that you see a “Collection scheduled” under the Collection type column. Please call our customer service and quote the Job no. (eg. HKxxxxxxxxxx) if your package is not picked up within the requested collection time.

     

  12. How do I upload high volume shipments?

    For high volume/bulk shipments upload, please download the excel template by clicking on Shipping -> Upload bulk shipments.

    After you have filled up all the required fields for your shipments in the excel template please do the following:

    • Save your file as .csv (comma delimited) format
    • Head back to ezyparcels portal select “File Format” (International or Domestic)
    • Scroll down to “Select file to import”
    • Click browse to upload the csv file.
    • Tick on “Ignore file’s first line
    • Select on Sender name and press on import.
    • Your bulk shipments would be uploaded.
    • You can then assign your shipments to drop off / collection options once you have successfully processed and generated the labels for your shipments.

    Always use excel format file as a base to check/modify your shipment details and save the file as csv (comma delimited) format whenever the excel file is ready for upload.

    Please note that you can process the labels and shipping documents of up to 100 shipments at one time depending on your internet connection speed.

     

  13. How do I track my shipment from ezyparcels portal?

    You may click on the status from the Track and Trace (T&T) column from “Shipment history” page.

     

  14. Can I obtain proof of delivery from ezyparcels portal?

    No. Request for proof of delivery is currently not available for ezyparcels portal.  Please contact our customer service if you want to obtain a copy of the proof of delivery.

     

  15. I weighed my package at home and it is XX kg. But your weighing scale is providing a higher value. Why must I top-up?

    Different weighing scales and weighing your package at different places may give slight difference in the weight. We assure you that our weighing scales are professionally calibrated and certified by the Weights and Measures every year.

     

  16. The weight of the item I intend to send is less than what I paid for. Can I get a refund of the difference in charges? (For Consumers)

    Please note that there will be no refund once a booking in ezyparcels portal has been confirmed and paid. Please ensure your declared package weight corresponds to the actual weight of your item before making payment.

    For Corporate Customers, please be advised that there would be a 50% charge once booking has been assigned. These charges would be applicable even if the arrangement is cancelled.

     

  17. I don't have a weighing scale. How can I estimate the weight of the item?

    Should there be a difference between the estimated weight and the actual weight after lodgement, we will bill the actual weight to your account (for Corporate customers) or contact you to top-up the difference (for Consumers and Ship As Guest). If your item is submitted at our Collection depots, our Collection depot counter staff will collect the short payment at the counter when you submit your item. 

    Please ensure you weigh your item before submission to avoid any inconvenience or delay in the delivery

     

  18. What happens if there is a short payment for the item I am sending? (For Consumers and Ship As Guest)

    If your item is collected by our couriers, our customer service staff will contact you to top-up the difference. If your item is submitted at our Collection depots, our Collection depot counter staff will collect the short payment at the counter when you submit your item. 

    Please take note that your item would be on hold until payment has been received.

    Please take note that promotional codes and discounts will not be applied for the collection of short payment.

     

TECHNICAL INFORMATION : SHIPPING LABELS

  1. What do I do with the shipping labels and documents if I want to book a shipment collection from 3rd party?

    For all 3rd party collections where the package is collected from a 3rd party, you can click “Send docs” button and key in the 3rd party email address to send the labels and documents. Please ensure the “Send from” party possess a printer to print the labels and documents.

    “Send docs” button can be located under “My Shipments > My Quantium shipments”.

     

  2. What are the requirements to use ezyparcels portal?

    You will need to have a working PC with decent internet connection and a printer.

     

  3. Which operating systems and browsers do ezyparcels portal support?

    ezyparcels portal is designed to work on the following operating systems and browsers:

    • Windows XP (32 bit)
    • Internet explorer 9/10, Firefox FF10/FF11, Google chrome v17/v18
    • Windows 7 (32 bit)
    • Internet explorer 9/10 and above, Firefox FF10/FF11, Google chrome v17/v18
    • Windows 7 (64 bit)
    • Internet explorer 9/10, Firefox FF10/FF11, Google chrome v17/v18
    • MAC OS X 10.6 and 10.7
    • Safari 5 and 5.1
    • Adobe Acrobat 6 or later versions
    • Active scripting needs to be enabled
    • Pop-up blocker needs to be disabled

     

  4. What do I do with the shipping labels and documents once they are printed?

    For International Shipments

    Affix the shipping label securely onto the parcel. The addresses and barcodes on the shipping label must be in clear view to facilitate scanning of details for shipping purposes.

    All supporting documents e.g. 1 copy of the CN23/71 and 2 copies of invoice are to be placed inside the clear plastic pocket provided for international shipments. Please remember to sign-off the Customs Declaration (CN23) and commercial invoice.

    For Domestic Shipments

    Affix the shipping label securely onto the parcel. The addresses and barcodes on the shipping label must be in clear view to facilitate scanning of details for shipping purposes.

    Manifests/Receipts

    1 copy of the manifest or tax invoice will be generated once your shipment is confirmed / assigned. The manifest/tax invoice is for your reference and retention.

     

  5. What should I do if the shipping label printed on white A4 size paper is too big for my package?

    You may cut the shipping label to size before affixing onto your package with adhesive tape (preferably). The delivery address must be visible to facilitate delivery. The rest of the supporting documents (eg. commercial invoice) must be placed inside the clear plastic pocket.

     

  6. I am having problems with ezyparcels portal. I am unable to input addresses, upload bulk shipments, generate labels or confirm shipments, etc. What can I do?

    You may wish to check on the following:

    • Do you face any issue with your Internet connection?
    • Do you have an updated version Web Browser?
    • Ensure that your settings, for example - Active scripting is enabled and pop-up blocker is disabled
    • Should you still encounter problems with the portal, please contact our customer service for assistance.

     

  7. What kind of printer and paper should I use to print ezyparcels portal labels?

    You may use a laser printer or a high quality ink jet printer to print your labels. Only white paper should be used to print your labels. You may also buy self-adhesive labels to print with your thermal/label printer.

     

  8. Would I be able to change the delivery address or other details of my package after printing the labels for my parcel at ezyparcels portal?

    Changes cannot be made once you have clicked “Confirm”. Please contact our customer service for assistance if you need to edit/cancel your shipment.

    Please note that no refund is allowed for Consumers once a booking in ezyparcels portal has been confirmed and paid.

     

  9. Can I cancel my collection or item or reschedule my collection in ezyparcels portal?

    A collection request or an item cannot be cancelled in ezyparcels portal once a collection option is assigned. Please contact our customer service if you need to cancel or re-schedule a collection.

    Please note that you can cancel an item among a batch of items assigned to a collection request by not submitting the item.

     

  10. Can I print the labels in ezyparcels portal and send the package to the nearest Collection depot?

    You can assign to drop off your package at Quantium collection depot under “My Quantium Shipments” screen (for Corporate customers) or under Step 4 - “Collection” screen (Ship As Quest).

    If you have already assigned a collection request but decided to drop at a Quantium collection depot instead, please call our customer service to cancel the collection request before proceeding to the location.

    Please be informed that drop off at Quantium collection depot is only available at selective Quantium countries.