Frequently Asked Questions

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1 Frequently Asked Questions Click and Send updated 13 May 2014 Australia Post s new flat rate products What s the difference between the new Australia Post flat rate products sold online and those sold in-store? The flat rate products sold in-store are pre-paid satchels; they follow an upfront combined payment model where you pay in advance and simultaneously for packaging and postage. They are in three sizes: small (500g), medium (3kg) and large (5kg). There are no pre-paid flat rate boxes sold in-store but there are mailing boxes in multiple sizes that you can use as packaging to send assessed parcels. The new flat rate products introduced on Click and Send are priced identically to the pre-paid version in-store, however the payment model is separated where you pay a smaller component for packaging up front and a larger component of the total price for postage as and when you need it. The new Click and Send product range includes flat rate satchels in small (500g), medium (3kg) and large (5kg) sizes and flat rate boxes in small (1 kg) and medium (3 kg) sizes. Just like the pre-paid satchels sold in-store, the new online flat rate satchels can be sent using Parcel Post, Express Post* and Courier Post + services whereas the online flat rate boxes can only be sent using the Parcel Post service. Postage based on a parcel s destination, weight and size continue to be available both in-store and online. Discounts are offered for the bulk purchase of pre-paid satchels. Similarly, discounts on the new flat rate product range are offered if you are sending 250 or more parcels a year through Click and Send or our Parcel Send app, and apply online for our Business 250 membership**. * Available if the originating and destination addresses are within the Express Post network. Visit [insert details] for network information. + Available for same business day delivery if arranged before 2pm and if the originating and destination addresses are within the Courier Post network. Visit [insert details] for network information. **Eligibility criteria and terms and conditions apply. Is there a postage price difference between the flat rate products on Click and Send and ebay? Postage prices on the ebay platform are established in return for an expected amount of business from its members. For customers who purchase Click and Send products at an ad-hoc basis, postage prices are the same as those sold at Australia Post retail stores. This includes postage for assessed parcels, determined by a parcel s size, weight and destination), or flat rate postage (equivalent to the prepaid satchels sold in-store). Alternatively, if you are sending 250 or more parcels per annum you may be eligible for our new Business 250 membership*, giving you access to up to 10% off selected domestic and international products. 13 May am

2 * Eligibility criteria and terms and conditions apply. Why is the 500g flat rate satchel price of $8.00 higher than the assessed 500g flat rate price of $7.20? The postage price of the Click and Send flat rate satchel includes access to low-cost packaging, providing additional convenience of streamlining your shipping. You can choose to use assessed or flat rate postage; whichever best meets your packaging and shipping needs. What are the eligibility criteria for Business 250 Membership? To gain access to Business 250 Membership you must send 250 or more parcels per year through Click and Send or the Parcel Send app and have a valid ABN or ACN. You must also successfully register for the offer online at clickandsend.com.au and agree to the terms and conditions of the offer. Why are you not offering the large box (BX4) in the new Australia Post flat rate product range? The large box (BX4) is not included in the new flat rate product range as sales of this product have been low. You can still send larger or heavier parcels by purchasing postage based on the parcel s weight, size and destination. What are the packaging costs? No changes are made to Australia Post / ebay flat rate packaging costs or minimum order quantities at this time. The new Australia Post flat rate satchels are available in minimum order quantities of 10 and flat rate boxes are available in minimum order quantities of 20. Packaging prices can be found on the Australia Post online shop at shop.auspost.com.au or the Australia Post shop at auspost.ebay.com.au. Can I use the flat rate packaging for my own packaging needs? Australia Post s range of flat rate packaging is sold for use with flat rate postage labels generated on Click and Send or ebay.com.au. Australia Post sells a wide range of packaging options in-store to accommodate various packaging needs. These parcels can be sent through Click and Send as assessed parcels where the postage price is dependent on parcel size, weight and destination. Please note that the Bx1 and Bx2 boxes can be used to mail your parcel in a number of ways; with flat rate postage on Click and Send or ebay, or with assessed postage. The Bx4 box is available for use with flat rate postage on ebay or with assessed postage via ebay or Click and Send.

3 How long will it take to receive the new flat rate packaging I purchase online? Please allow between 3 and 10 business days to receive your packaging. Items purchased from our online shop or ebay shop includes shipping. What options are available to people who only want to buy one or two flat rate boxes, and not the minimum order quantity of 20? You can purchase one or more in-store at Australia Post retail outlets. Are the new flat rate products available on the Parcel Send app? Yes, the new flat rate products are available on both the Click and Send website and Parcel Send app. However, to take up the savings offered to businesses sending 250 or more parcels a year, you need to apply for a Business 250 membership* on Click and Send and meet certain eligibility criteria. * Eligibility criteria and terms and conditions apply. Have payment options on Click and Send changed? We have increased our payment options for all domestic parcel products on Click and Send, offering you more flexibility and security to pay your way. You can choose to pay for domestic postage online by using your Australia Post business account or your credit card (through SecurePay) or Pay Pal. Items sent within Australia, where the postage price is assessed by measuring your parcel s size, weight and destination, can be paid online using any of our extended payment options or in-store. Have parcel lodgement options changed? Our parcel lodgement options for domestic items have been extended. You will be able to lodge parcels in street posting boxes, in-store, or by organising your parcels to be picked up and lodged for an additional charge*. A pickup service accompanies all international postage paid online, however you also have the option to lodge in-store if you are paying in-store on your Australia Post business credit account. *If available in your locality. Please visit [insert details] for network information. Can I use the ebay flat-rate satchels with an Express Post label? The ebay flat rate satchels are for use with Parcel Post service only and Australia Post operational staff will not be able to distinguish that the service you have purchased is Express Post. Therefore we recommend that you do not apply an Express Post postage label to ebay packaging as the item may not be delivered accordingly.

4 For ebay sellers Why have you removed Australia Post / ebay flat rate products from Click and Send? Australia Post is improving Click and Send to give all customers the online delivery solution they need, regardless of whether they are consumers sending gifts, businesses selling goods or ebay sellers. We are simplifying Click and Send by offering the new Australia Post flat rate products to all Click and Send customers. The Australia Post / ebay flat rate products which are available to ebay sellers will continue to be available for use on ebay.com.au with ebay s label printing platform. What other options do I have to send parcels to our customers? ebay sellers can continue to send parcels to customers through ebay s label printing platform on ebay.com.au. Purchase your Australia Post / ebay packaging products from our ebay Store and use ebay s label printing platform to buy, create and print your Australia Post postage labels. This service launched in late If you wish to send your parcels through Click and Send, you can do so by using the new Australia Post flat rate products that are available to all customers. Can I continue to use my Australia Post / ebay flat rate satchels? You can continue to use Australia Post / ebay flat rate satchels to send your parcels through ebay s label printing platform on ebay.com.au. You can also use any remaining Australia Post / ebay satchels to send parcels using Click and Send postage until 30 th November 2014, but the postage will be charged at the same rate as the new Australia Post flat rate products. If you plan to send parcels through Click and Send, please remember to order the new Australia Post flat rate packaging next time you order. Do the promotional codes on the ebay/australia Post satchels still work? You do not have to enter a promotional code into Click and Send or ebay to access flat rate postage. All you have to do is select your packaging type from a drop down list to generate a postage label that matches your packaging type: If you select Own Packaging, you will be able to create a postage label based on your parcel s size, weight and destination. Am I still able to link my ebay account and import ebay data on Click & Send? Yes, you can still link your ebay account with Click & Send and import your sold items.

5 I bought the ebay flat rate boxes in bulk as I thought I would be saving money in postage. What do I do with my boxes if my items weigh more than the maximum? We will continue to accept items weighing up to 15kg in the three box sizes Bx1, Bx2 and Bx 4 - until the grace period ends on 13 May. (Note: the grace period has been extended from 11 May until 13 May). From 14 May, the mailing boxes can still be used but if your item exceeds the maximum weight limit, please purchase assessed postage; its price is determined by the parcel size, weight and destination. Assessed postage is available up to 22kg, however the structure of the Bx1, Bx2 and Bx4 boxes are sturdy enough to hold parcels weighing up to 15kg. Please note that the Bx1 and Bx2 boxes can be used to mail your parcel in a number of ways: with flat rate or assessed postage on Click and Send or ebay, As for the Bx4 box, from 13 May 2014, it can be used to mail your parcel, with flat rate postage on ebay or with assessed postage on ebay or Click and Send. Why is the cost of postage for an assessed label at 15kg more expensive than the flat rate? Flat rate postage offers price certainty as you can post items anywhere in Australia for a specified, pre-determined price. Alternatively, assessed postage varies based on a parcel s size, weight and destination. When you are sending heavy items over long distances, you may find assessed postage can be more expensive than the flat rate. Why have we reduced the weight limits on flat rate boxes rather than increase the price? Pricing is determined by three factors - weight, size or cubic dimension and distance. In the case of flat rates, average distances are taken into account. The greater the weight of the box, the greater the cost of sending the parcel. The same can be said for the size of the box. In order to keep our postage prices low, we have reduced the maximum weight limits for the flat rate boxes. We believe that this is preferable for many of our customers as the majority of parcels sent are under 5kg. Customers who wish to send heavier parcels have the option of using the boxes with assessed postage (where pricing is measured by the parcel weight, size and distance). Assessed postage is available up to 22kg, however the structure of the Bx1, Bx2 and Bx4 boxes are sturdy enough to hold parcels weighing up to 15kg.

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