FAQ
Frequently Asked Questions
Here are a selection of questions we hear most often, if you query is not answered below feel free to contact us and we'll be happy to answer it.
Getting Started
- How do I get started
- How does MetaPack charge for its service?
- What does "on demand" mean?
- I haven't got a label printer, what can I do?
- Do I need special label stationery?
- I currently use a carrier-supplied system. Will I still need this?
- How can you link me to all UK carriers?
- How many carriers are usually suitable?
- What carriers can I use?
- Can I use the whole range of services provided by the carriers?
- Which type of shippers are most likely to benefit from MetaPack?
- Can you summarise the benefits?
- If I want to reduce volume to an existing carrier will my prices go up?
- Can my contact centre use the tracking information?
- Do I need to integrate?
- What technical expertise will I need?
- How does my order information get into your system?
- How can a web-based system operate in my organisation?
- How secure is your system?
- What if the warehouse staff try to use an Internet terminal for surfing the web?
- Who are MetaPack?
- How can I print any carrier label on a single printer?
- How does the manifest process work?
- Can I arrange collections?
- Can I ship worldwide?
- I currently use my carriers website for queries, will this change?
- What level of insurance is available?
- My customers require booked in delivery times, will the system accommodate this?
- My warehouse works 24 x 365, is this a problem?
- I currently print my invoice directly from the carrier system that I have, is this possible within the MetaPack system?
- In the event of a problem or query, how can i contact support?
Getting started
How do I get started?
We recommend that you run through the demo and trial system first, to request one click here after which you can register. If you have any questions that are not answered on the website please call our help line on 0207 843 6720. To get you up and running we then need your shipping details and confirmation of your current or required carriers. We can then run a label test on the agreed printer(s) and you are ready to start. If you wish to start with new carriers then their contracts can be set up on-line.
How does MetaPack charge for its service?
MetaPack charges a small rate per parcel shipped. There is also a small set up fee per warehouse. These charges are made by direct debit, based on corroborated despatch figures. But even with the percentage fee, with all the other savings the system give you, you’ll still be operating at a profit from the word go.
What does "on demand" mean?
This relates to the way you pay for the system. You pay-as-you-go, according to the number of parcels despatched. That means there are no set up costs and no overheads. There are no hosting or hardware costs to worry about. There is just a service to use, as and when it is required.
I haven't got a label printer, what can I do?
The following printers will be able to print the labels:
Zebra 2844
Zebra 2844-Z
Datamax EX2
Citizen CLP-521
Datamax E-4204
Datamax E-4203
Toshiba TEC B-SV4 (also known as the SV4)
Zebra QL420
Do I need special label stationery?
Yes you need a supply of the standard MetaPack stationery. MetaPack supply these labels to you.
I currently use a carrier-supplied system. Will I still need this?
MetaPack should replace all of the standard functions provided by your stand alone carrier systems, therefore it will not be essential to retain these. But it is probable that the printer attached to your carrier system will suffice for printing MetaPack labels, therefore retention of your current printer(s) may be advantageous.
Carriers
How can you link me to all UK carriers?
MetaPack already works with the UK's leading carriers, and everyday our systems are used to ship more than 200,000 parcels. Every day we are providing these carriers with conforming labels and manifests. When we receive your despatch information, we convert the information into the format that the carriers have already agreed. We can therefore switch you on with a new carrier very quickly. However, we are not suggesting you use all UK carriers. Even the largest shippers only use between two and six carriers.
How many carriers are usually suitable?
The largest shippers use between two and six carriers. For medium size shipper this is more likely to be 2 to 4 carriers, depending on the complexity of your product and services.
What carriers can I use?
You can use any of the current carriers with whom MetaPack is integrated, subject to you having an agreement with them to provide services to you. For a list of these carriers click here.
Can I use the whole range of services provided by the carriers?
Yes, you can use any of the services provided by the current carriers with whom MetaPack is integrated, subject to you having an agreement with them to provide services to you.
Benefits
Which type of shippers are most likely to benefit from MetaPack?
If any of the following are true you are likely to benefit from MetaPack: your shipments are irregular in size and/or weight; you use a number of carrier services; you ship to the highlands, islands or overseas or, you are dissatisfied with current costs or service levels. If you ship the same size product, on the same service, and you and your customers are satisfied, you would probably only want one carrier and can use their service (unless you feel the need to have a back up carrier!).
Can you summarise the benefits?
MetaPack will help you to reduce cost, typically by at least 10%, and improve service. Cost benefits are achieved by ensuring the best carrier tariff is used, and the operations and administrative processes are as efficient as possible. Service levels improve by identifying the carrier that is best able to provide a service, for a product against a specific delivery postcode.
If I want to reduce volume to an existing carrier will my prices go up?
This is very unlikely because a) the volumes needed to achieve discount breaks are significant: reducing your volumes with a carrier does not put up that carrier's price per parcel and b) if you chose to reduce volume with your existing carrier will usually be taking volume away that does not suit their network. This is a benefit to the carrier.
Can my contact centre use the tracking information?
Certainly. One web screen provides access to all of your carrier status updates. The format is the same for all the carriers and information can be accessed in a number of convenient ways.
Technology and the web
Do I need to integrate?
One of the beauties of MetaPack is you require no integration. Data can be entered into the system or manually imported. There is no need for technical intervention or expensive IT time. However, at the same time, if you wish to integrate to MetaPack, we make the process very simple.
What technical expertise will I need?
You do not need any technical expertise to run MetaPack. If you are concerned about logging on and getting started, one of our expert staff will assist you.
How does my order information get into your system?
You can look up existing customers by account code, by name or by postcode. New customers can be entered manually or imported. You can then fill in the consignment details and the system will offer you your choice of carriers. MetaPack will assign carrier parcel numbers and consignment codes.
How can a web-based system operate in my organisation?
You may well use MSN or another form of software that is not held on your own PC. It comes from a central computer or server within the organization and is "accessed" over a network. With this type of product, known as an ASP (application service provider) or SaaS (Software as a Service) the principle is exactly the same but the "host" server that holds the software and database is accessed over the Internet.
Security
How secure is your system?
Our system is hosted by one of the largest computer companies in the UK (Telstra International) and your information will be hosted alongside some of the countries leading retailers.
What if the warehouse staff try to use an Internet terminal for surfing the web?
The PC screen will not appear to be an Internet screen and will be "locked down" for delivery management only.
Who are MetaPack?
MetaPack was founded in 1999 and works exclusively in technology and delivery. We are a private company with no debt. We are trusted to provide mission critical systems to the UK's leading retailers, from John Lewis to B&Q. We support over £2 billion of their turnover. To find out more see about us
Operations
How can I print any carrier label on a single printer?
MetaPack has re-formatted all the carrier labels to agreed specifications so that they can come off any of the popular printers. This streamlines the despatch process and offers more flexibility.
How does the manifest process work?
Manifesting can be completed right up to the point of despatching the day's consignments. MetaPack automatically assigns a "ready to manifest" status to each printed label. Authorisation of the manifest sends an electronic manifest to the carrier, and provides a print manifest option.
Can I arrange collections?
If you are contracted with a carrier for collections from remote locations and delivery back to your warehouse, then this can be entered into the "Create Consignment" screen and the details will be automatically sent to the chosen carrier.
Can I ship worldwide?
You can ship worldwide, but we do not currently offer the same range of carriers for the rest of the world as we do for the UK.
I currently use my carriers website for queries, will this change?
The MetaPack system allows you to have a single screen to enquire by order number and see the tracking details in a standard format independent of which carrier has been used. Alternatively, MetaPack will show you the parcel numbers allocated to a particular consignment. You can continue to enter these numbers into the carrier website if preferred.
What level of insurance is available?
This is arranged between you and the carrier. When using the system you will have the opportunity to enter consignment value, and choose extra insurance above your standard agreement if you wish.
My customers require booked in delivery times, will the system accommodate this?
Where carriers offer a booked in time as part of their standard service, then this is a service that will be offered by the MetaPack system.
Can I get copy signatures from the MetaPack system?
Unfortunately visual copies of customer signatures cannot be provided within the MetaPack system. Graphics such as pictures of signatures represent a massive amount of data and would slow down the system. For the few occasions when this is required, you will need to obtain this from the carrier concerned using the MetaPack provided consignment number.
My warehouse works 24 x 365, is this a problem?
No. The MetaPack system is available 24 x 365. You will need to specify as part of set up the cut off times when the last trailer leaves for next day delivery. This is so that the system correctly calculates what the actual shipping date will be.
I currently print my invoice directly from the carrier system that I have, is this possible within the MetaPack system?
As of today the MetaPack can produce reports of the exact volumes shipped by every carrier and service used. At present this is not converted directly into an invoice.
In the event of a problem or query, how can i contact support?
9am to 5pm (9 to 5) Monday to FridaySupport
DM Product Support
Phone – 020 7843 6722
Email –dmsupport@metapack.com
DMS Product Support
Phone – 020 7843 6722
Email –support@metapack.com
Out of Hours (OOH) Support(any product)
Phone number given on contract signing
MetaPack does not monitor or maintain email mailboxes during out of hours, weekend and bank holidays periods.
Incidents sent to personal email or personal phone numbers will not be actioned by the support team. In the event that incidents are sent to personal email or personal a response will sent advising that person of the correct route with the account manager also included in the correspondence.
Severity Ratings
Incidents raised will be given a severity rating and response times will be dictated based on the Severity rating.
Severity 1
- Users can't log onto system
- Hardware failure
- Software failure
- System appears to be down
- Database failure (potential for) failover required.
Severity 2
- One section of the customers business is having a failure to connect / update DM or DMS problem
- Delivery options failure
- API failure including Proxy
- File Import Failure
- Customer Care Failure
- Packbench print failure
- Manifest send failure
- Manifest print failure
- Finite capacity failure
- Middleware failure
- Status proc failure
- Database index problem failure
Severity 3
- Reports not appearing correct
- Status tracking not appearing correct
- Carrier / Carrier service configuration not correct
- Label printing problem excluding a printer hardware configuration problem
Change Request
Script changes, carrier routing update changes etc.