Despatch Manager Online

Despatch Manager Online Shipper User Training Guide July 2014 Version 1.2 Version 27/07/14 RMDMO Helpdesk 08456 047267

Contents Using the DMO Shipping System... 4 Where to Start... 4 The DMO Shipping System... 4 Welcome Page... 5 System Map... 5 The Menus... 7 Enter a shipment... 8 Postcode and Address Searches... 10 Print Label... 10 DMO Current Shipments... 11 View Current Shipments Search Options... 12 View Shipment Pop-Up Detail... 13 Modify a Shipment... 14 Cancel Shipments... 15 Pending Shipments... 17 End of Day EOD Process... 19 Running End of Day Process... 19 Reprint Customer Collection Receipt... 21 Archived Shipments... 23 Searching for Archived Shipments... 24 Printing Archived Shipments... 24 Additional Functionality on Archived Shipments... 25 Addresses... 26 Manage Addresses... 26 Import Addresses... 28 Exporting Address Book Files... 33 Process Mailshots... 34 Mail Group Maintenance... 35 Shipper Admin... 36 Manage Users & Create New Users (Shipper Accounts)... 36 User Security Rights... 37 My Profile... 39 Printer Settings... 40 System Requirements Check... 41 ISD Settings... 42 Page 2 of 55 RMDMO Helpdesk 08456 047267

View Service Reference... 43 Service Defaults... 44 View Departmental References... 45 Return to Sender Address... 46 Log Off... 48 Reminder of Most-Used Features... 49 Preliminary Checks... 52 Print Tracked Return Labels... 53 Email your Tracked Return labels... 53 Page 3 of 55 RMDMO Helpdesk 08456 047267

Using the DMO Shipping System This document will give you a quick start guide to the main elements of Despatch Manager Online from how to raise a shipment to the admin utilities that are available. The aim of this document is to provide documentation to assist in shipper user training for sales and customer demonstration purposes. There are separate documents available from Royal Mail for: DMO Shipping System Reporting Guide Inport Shipments Set Up Guide On Demand Set Up Guide Where to Start Log onto: https://app.rmdmo.royalmail.com Enter your username. Enter your password. Click on the Log in button to take you into the system NOTE Usernames and Passwords are case sensitive and must include the following criteria: Password must contain at least 1 uppercase letter Password must contain at least 8 characters Password must contain at least 1 numeric number Password must contain at least one Special Character ~,!, @, #, $, %, &, * Usernames must be longer than 4 characters Note: There is a systems requirement check to make sure that your PC is up-to-date. This will instruct you as to the corrective action to take if the PC is found not to be ready to use. The green dot identifies that your PC software is good to use The amber dot means it can be used but is not the most appropriate software available. The red dot informs you that you may need to upgrade to make full use of DMO features. The DMO Shipping System The system is a web based application that uses an internet browser on a PC and therefore has no software loaded locally. Page 4 of 55 RMDMO Helpdesk 08456 047267

Welcome Page Once you have logged into Despatch Manager Online (DMO) you may be presented with the Welcome Page (image below). This page will display important message regarding the use of Despatch Manager Online, system maintenance, system changes and operational updates. System Map On the next page is a diagram showing all the available screens and high level navigation of Despatch Manager Online. The boxes greyed out above are only accessible if these optional services have been set up and used. Page 5 of 55 RMDMO Helpdesk 08456 047267

Log In to DMO Shipping Services Shipments End of Day Archive Addresses Admin Help Logoff Users Printing and Printers Enter a Shipment Import Shipments On Demand Shipping Current Shipments Pending Shipments Non- Processed Imported Shipments Mailshot Batch Errors Non- Processed Mailshots Run EOD Process Re-print EOD Customer Collection Receipt Archived Shipments Reporting Audit Reporting Create Report View Report View Audit Report Create Audit Report Manage Addresses Import Addresses Export Addresses (txt) Mail Group Maintenance Process Mailshots My Profile Welcome Page ISD Settings Service Defaults Return to Sender Address Printer Settings System Requirements View Service References View Departmental References Business Response Address International Batch Process How do I manage my shipments How Do I manage the end of day process Reporting/ Audit Reporting How do I Create, View, Edit or delete a mail group Useful Contacts On-Demand Shipping Page 6 of 55 RMDMO Helpdesk 08456 047267

The Menus A roll over menu allows you to browse the different screens of the application. To access a screen, put your mouse over the menu title then click on the screen you want to access. This bar contains all the Despatch Manager Online (DMO) options. Shipping: The shipping button contains the screen to raise new shipments. Shipments: The shipments button displays 3 tables. The first table contains the current shipments. These are shipments that will be manifested by the End-of-day process. Shipments can be viewed, cancelled, modified or searched for. The second table contains the pending shipments. These are shipments that have been raised in the shipment entry screen and merely saved to the system for later use. When shipments are saved from the shipment entry screen no labels are generated until the shipment is made live. Like above, shipments from this table can be viewed, cancelled, modified or searched for. The third table is non-processed imported shipments. These are shipments that have been imported and are stored in DMO but have not yet been processed. Similar to the pending shipments. EOD: The EOD button stands for END-OF-DAY process. From this menu option a Customer Collection Receipt can be printed, reprinted and resent. Archive: The archive contains all the shipments that have been successfully manifested on a 13 month rolling basis. From this screen shipments an be searched for and viewed on screen. Information from this table can be searched for through the criteria options and a filtered table presented on-screen. This data can then be cut and pasted into another program for reporting purposes. The secondary option from this screen includes a direct link to the shipment POD web site. Addresses: This button presents the address book maintenance screen for the shipping station. The main options of this screen include; Import and Export address books, add, remove, modify or delete address. Admin: From the master shipper logon, additional sub users can be created with limited access to the functionality of the shipping station. Screens and menus can be locked from selection. Help: This menu options presents different help areas to provide assistance to users when using the DMO application. Log Off: Takes the user back to the username and password screen. Page 7 of 55 RMDMO Helpdesk 08456 047267

Enter a shipment The first screen that you see when you enter the system is the Shipping screen. From this screen the following functionality is available; enter a new shipment, enter shipment details, process shipment and produce label. Some fields are populated by default (according to the Royal Mail specification) when loading the screen. Please check they match your selection for your shipment. (Service Reference, carrier, product) Fields marked with a * are mandatory fields for validating the shipment and printing the parcel labels. (Recipient Name, Recipient Address, Postcode, Town) Page 8 of 55 RMDMO Helpdesk 08456 047267

Briefly described below is a screenshot of the shipping interface and the different sections: Click Add to add the Service. To validate the shipment, click on the Process button or use the <Shift+Alt+P> key combination. Once you have processed a shipment it will be stored in your Current Shipments. Choose service Reference 1 unless advised otherwise. Choose a Department Reference from the Dropdown option in this field. These are optional and are Set up in OBA (not shown In this screen shot here) Choose a Service relating to the Service Type Choose Service type Look up previously saved addresses Look up an address using the customers postcode Tracking Notification: Tracked / Special Delivery only Send Email and SMS messages to your customers regarding the shipments delivery. Only for a Tracked Shipment (so not on this screen shot): Safeplace-Specify additional delivery instructions.. eg. leave in shed Tracked and Special Delivery Local Collect option. Integrate with Local Collect API to obtain correct Post Office delivery address Page 9 of 55 RMDMO Helpdesk 08456 047267 Forward the date if you are printing a label ahead the actual despatch date date. Enter an optional reference number of your choice. This reference will print on your labels. Parcel Details: Items = Number of duplicate shipments to the same customer Weight = Weight of the parcel Add / Remove the details That you have entered. Pending Shipments are shipments on hold

Postcode and Address Searches The system has a built-in facility to find the address from the postcode and postcode from the address. All of the address information is from Royal Mail and the system holds the complete postcode address file ; this is called the PAF. The PAF used in Despatch Manager Online system is as up-to-date as it can possibly be. Find the address from the Postcode: Print Label The processing of the shipment opens a window presenting your shipping labels as a PDF file. To print the labels, click on the printing icon of Adobe Acrobat or use the <Ctrl+P> combination. Page 10 of 55 RMDMO Helpdesk 08456 047267

DMO Current Shipments All the shipments created through manual input, batch import or On Demand will be listed in this table ready for processing into the end-of-day collection Customer Collection Receipt. This screen is split into two parts: the search criteria and the table of live shipments: Search Criteria Table of Live Shipments Page 11 of 55 RMDMO Helpdesk 08456 047267

View Current Shipments Search Options To access the list of your shipments, go to the Shipments menu and click on current shipments as shown above. A set of criteria allows searches for one or several shipments. The criteria act as a filter to facilitate the display only the shipments required. There are three search categories available: Three levels of search criteria using specified data fields A sort facility to put the shipments in ascending or descending order A date range facility Three Levels of Search Using Specified Data Fields Sort in ascending or descending order using the available specified fields Limit data using From and To date ranges Use Search button to execute search request Page 12 of 55 RMDMO Helpdesk 08456 047267

View Shipment Pop-Up Detail Shipment Number AAA00022750GB in the Shipment # column acts as a hyperlink to the details of the specific shipment Closing Window button returns user to Current Shipments page Note: Departmental Reference field shows the details, if any, set up on your OBA Account. Page 13 of 55 RMDMO Helpdesk 08456 047267

Modify a Shipment To modify a shipment, click on the button on the right end of the shipment record, it will be loaded in the shipping screen where you ll be able to make changes to the specific shipment. In the example below, the weight of shipment JBI061550032GB was changed from 0.1KG to 2.0KG and the shipping date changed. Once the button is applied, the system generates a new shipment number and label because of the updated weight. Changes made can then be viewed in the Current Shipments tab. Page 14 of 55 RMDMO Helpdesk 08456 047267

New shipment number is generated: OLD = BI061550032GB NEW = BI061550046GB New weight is recorded: OLD = 0.1KG NEW = 2KG New label is created to ensure that it displays up-to-date information Cancel Shipments To cancel one or several shipments, check the box right next to a selected shipment as shown above and then click on the button. A warning message to confirm cancellation Page 15 of 55 RMDMO Helpdesk 08456 047267

is displayed as shown below. Click on to process cancellation. Note that the shipment will be cancelled but not deleted from the system in order to provide historical traceability via your archived shipments. Cancelled shipments can be viewed by checking the View Cancelled Shipments box on the Current Shipments page: Cancelled shipments will be labelled with the word CANCELLED on the list of live shipments. No label reprint will be available for shipments that have been cancelled. Page 16 of 55 RMDMO Helpdesk 08456 047267

Pending Shipments Pending shipments are those that are on HOLD they will not appear on the Customer Collection Receipt. On the Shipments sub-level menu there is an option, Pending Shioments, to view all the shipments that have been saved to the database but not to the Customer Collection Receipt. Applying the Modify button will cause a redirection to the Shipping screen. To make this shipment live click on the button beneath the weight column in the list of pending shipments table to display the full details of the shipment within the Shipping screen. Apply the button on the Shipping screen to generate the label(s). Page 17 of 55 RMDMO Helpdesk 08456 047267

If you wish to remove the shipment from the pending table, select the shipment on the Pending Shipments screen and click on the button. A warning message appears to confirm required delete action. Choosing the button will make the shipment permanently deleted from the Pending Shipments screen and the database. Page 18 of 55 RMDMO Helpdesk 08456 047267

End of Day EOD Process Running End of Day Process From the EOD menu option, a user can Run EOD or Reprint EOD Customer Collection Receipt. Selecting the Run EOD Process menu option takes you straight to the End of Day screen below: Details of the shipment can still be viewed on the End of Day screen by applying the Shipment Number hyperlink under the Shipment # column. Page 19 of 55 RMDMO Helpdesk 08456 047267

A user can enter a reference of their choice (typically Purchase Order) and also a description before submitting the Customer Collection receipt. These will appear on the invoice subsequently provided by Royal Mail. This feature enables customers with OCR reading capability in their Payments department.to automatically reconcile orders and invoices using the Reference number. Using the button, the Customer Collection Receipt can be generated and pre-advice /sales order files can be forwarded to Royal Mail. Page 20 of 55 RMDMO Helpdesk 08456 047267

Mandatory Collection Barcode. Note : The Barcode does not appear on reprinted paperwork Clicking on the link within the End of Day Processing Results screen launches the Customer Collection Receipt in PDF format. To print the Collection Receipt, click on the Adobe Acrobat printing icon on the left side of the screen. Reprint Customer Collection Receipt From the EOD main menu option, highlight and click on Reprint Customer Collection Receipt : Page 21 of 55 RMDMO Helpdesk 08456 047267

Search by: Customer Collection Receipt date Specific Sales Order Reference Specific Sales Order Number If a Customer Collection Receipt to be printed was recent (the last ten created), it will be listed at the bottom of the search criteria. Clicking on the hyperlink re-launches the receipt in PDF format. If the collection receipt cannot be found in the list of the last ten, use the search criteria provided to retrieve it from the system. Options available to search on are: The Customer Collection Receipt creation date (date on which EOD process was run) The Sales Order Reference (Customer Collection Receipt Batch Number) The Sales Order Number will be returned to you after processing EOD.. There may be a slight delay of upto 24 hours in returning this. In the meantime the message Not Set appears. Use the button to execute the search request. In the example above, Sales Order Reference number 3 is specifically being searched for, the result is displayed as shown below: Page 22 of 55 RMDMO Helpdesk 08456 047267

Note: The Collection Barcode does not appear on re-printed collection receipts. Archived Shipments From the Archive main menu option, highlight and click on Archived Shipments. Page 23 of 55 RMDMO Helpdesk 08456 047267

Searching for Archived Shipments Archived shipments can be found using the search criteria fields above the shipment table. The criteria can act as a filter showing only specific shipments that want to be searched for. There are three search categories available: Three levels of search criteria using specified data fields A sort facility to put the shipments in ascending or descending order A date range facility Once the required search criteria has been entered, click on the Search button to execute the query. In the example below, the query that has been executed, requested a sort by Customer Collection Receipt and for the date 28 th February. The results of the Shipments search in Archive Shipments can be exported by clicking on the CSC Export button and selecting Save option. This will export your file in CSV format. No enhancements data such as email address or phone numbers will be exported. Printing Archived Shipments Using the tick boxes provided and applying the print the list of archived shipments. button, the system provides the ability to Page 24 of 55 RMDMO Helpdesk 08456 047267

Additional Functionality on Archived Shipments The Shipment # hyperlink allows visibility to a specific shipment detail in a pop-up window. There is also a link to the Royal Mail Track & Trace System for shipment tracking. If the item has not yet been scanned in by Royal Mail it will return a Sory- Please try again laterr. NOTE: Pending shipments that have been deleted will not be visible as an archived shipment. Page 25 of 55 RMDMO Helpdesk 08456 047267

Addresses Users have the option to Manage, Import and Export Addresses. Manage Addresses User can search for an address using the criteria provided (Begins with or contains). Users can also search on postcode, name, town and country code On the main menu options, click Addresses and manage as shown below: Searching the Address Book The address book window has a menu of options to search for the required address book entry (see above). Enter the criteria data and click the search button. The results will be displayed within the screen above. If more than one page exists for your results, click on the Next (>>) link on the bottom right hand side of the screen to move to the next page. To select the address and use it in the shipment entry screen, press the button Ship to this address. Page 26 of 55 RMDMO Helpdesk 08456 047267

The default view option upon first arrival in this screen is all addresses in the address book on the left. Enter a New Address in the Address Book To enter a new address into the address book: o o o o Click on the Create button Populate the fields with the new address (Note: a unique address code must be used) Click on the Save button The address will now be in the address book Update an Address in the Address Book To modify / update an address in the address book; o o o o Search for the address that requires modification; populate the address fields with needed amendments. Make the modification to the address Click on the Save button The modifications will now have been saved Ship to this address option There is an option from this screen called Ship to this address. This will put an address directly into the shipment entry screen. Page 27 of 55 RMDMO Helpdesk 08456 047267

Import Addresses On the main menu options, click Addresses and Import as shown below. DMO can upload addresses directly into the address book on the server through the browser. This means that at any time a new address book can be loaded, modified, replaced or deleted. There are four options on the IMPORT menu option: Select the address book format, Select the address book file Select the default country. Finally, choose the import file method To import address book information using Fixed Width Fields Select the address book file format required from the available options This section allows you to use a standard upload format or create a new upload address book format. There can be one customized, standard import format that you can use to import files for example called Royal Mail when created. Page 28 of 55 RMDMO Helpdesk 08456 047267

To create a new address book format click on the Book Import Wizard set-up button; this action starts the Address STEP 1 Choose from either Fixed or Delimited file formats. For example, Fixed width file would only contain data and spaces that make up the rest of the fields. Delimited means that a specific character such as a comma separates fields. This file separator file format is known as a CSV file or Coma Seperated Value File file. The other screen option is to specify whether the name fields that will be imported are split or combined. When the correct options have been selected click on Next. STEP 2 Define the width of each field to be imported. Click on the order in which you wish to import the fields i.e. the order in which the fields are laid out in your import file. Pay particular attention to mandatory fields highlighted in bold and underlined they must be included in the file layout. Order of columns as selected will be displayed in the Representation of File Layout section of the screen. The Remove Last Element Button can be employed to delete unwanted fields. Use the Filler field for blank fields in the import file. Page 29 of 55 RMDMO Helpdesk 08456 047267

STEP 3 Step 3 displays a table with the chosen fields to be imported. (This is step 3 if the Fixed Field Length has been chosen) The 1st column = Name of the field The 2 nd column = Width of the field The 3 rd column = Order that the fields will be imported. Once you have designed your field import order, give the file format specification a name. Once you have supplied a name click the Button. STEP 4 Step 4 displays the name of the file format specification that has just been designed: The new import specification is ready to be used. Page 30 of 55 RMDMO Helpdesk 08456 047267

To import address book information using a Delimited File Specification: On this screen there are three questions that need to be answered: Enter the separator character, for example a comma, The next question asks whether the data in the fields will be in quotes. For example a comma separated file that has quotation marks around the data will look like: Hello, TEST Click on the fields required and the window at the bottom of the popup screen builds up with the chosen fields. Remember that the fields in BOLD are a mandatory requirement to have in the import file. When the final import file structure has been constructed click on the Next button Page 31 of 55 RMDMO Helpdesk 08456 047267

The next screen that appears is STEP 3. This step is to determine the import order of the chosen fields. There are two columns: The 1 st column = Name of field The 2 nd column = Order that the fields will be imported. Once you have designed your field import order, give the file format specification a name. Once you have supplied a name click the button. STEP 4 displays the name of the file format specification that has just been designed: The new import specification is ready to be used. Page 32 of 55 RMDMO Helpdesk 08456 047267

Importing Address Book Files 1. Select the data import file in section 2 Make sure that the required file import specification is selected then type the path of the address book or click on the browse button. Clicking on the browse button will open the above window. From this screen find and select the correct path of the file to be imported and click on button to store the file in memory. 2. Ensure the default country is set to the United Kingdom in section 3 3. Choose the import file method in section 4 First Action: Choose Import Method choose one: Add addresses to your address book Replace existing address book with the new import file contents Second Action: How to handle duplicate entries choose one: Replace Ignore Once all four sections are complete click the server. button to upload the address book onto the Exporting Address Book Files On the main menu options, click Addresses and Export Addresses (txt). Click Save and specify the folder location to export the file to. Page 33 of 55 RMDMO Helpdesk 08456 047267

Process Mailshots To view the Process Mailshots screen click on the main menu Addresses and Process Mailshots as shown below. Users can first choose a Mail Group Section (1) and choose to Use the postcode in the batch to determine the correct post town. Users can choose to create their mailshot and process immediately in Section (2) without viewing their shipments or can create the mailshot and then view the shipments before processing. Users can set their own Mailshot defaults in Section (3) and have a number of choices to map to their Mailshot Shipments. Users can set their Service Options in Section (4). There they can set the department reference, state a reference number of their choice, select a shipping date, country and items/weight band for their Mailshot Shipments. The Process Mailshots functionality provides the ability to select a Mail Group to process mailshot shipments automatically, select the method of processing, choose mailshot default options and also choose the Service options for the Mailshot(s). Page 34 of 55 RMDMO Helpdesk 08456 047267

Mail Group Maintenance To view Mail Group Maintenance click on the main menu Addresses and Mail Group Maintenance as shown below. Users can Add, Delete and View a new Mail Group using the Mail Group Maintenance screen. The Add button will add a new mail group name by entering the Mail Group Name into the field and then clicking on the Add button. Alternatively a user can delete or view a Mail Group Address by clicking on the Delete or View buttons in section 1 of the Mail Group Maintenance screen. Section 2 of the Mail Group Maintenance screen allows a user to assign multiple customer addresses from the address book to a Mail Group and then preview the results by clicking on the Preview button. Page 35 of 55 RMDMO Helpdesk 08456 047267

Shipper Admin Manage Users & Create New Users (Shipper Accounts) Each shipper will have an admin account, which can determine other sub-user accounts. To manage or create users on the main menu click on Admin and Users as shown below: Registered users will be displayed here A list of users will appear on the right hand side, which can be amended by clicking on the desired user name. To create a new user, click on the button. The screen below will appear. Fill in the necessary information such as Business Name, Contact Name, Username and Password. Click on the button to finish the user set-up. Page 36 of 55 RMDMO Helpdesk 08456 047267

The newly created user David2 is now visible as shown below: To edit a created user, highlight user and then apply the button: Security Rights Set security rights depending on what you wish the user to access. If No is selected for a particular user, the functionality selected will be hidden within their accounts. Page 37 of 55 RMDMO Helpdesk 08456 047267

User Security Rights There are a host of security rights that can be switched on via the manage account for the sub users, a master user can switch on/off any of the following permissions. Manage Shipments Manage Address Book Resend/Reprint End of Day Account Admin Import Addresses EOD Process View Archived Shipments Reporting Tool Import Shipments On-demand Shipping (If On Demand function has been enabled by Royal MaIl for you) View Return to Sender Address View Service References View All Shipments for All Users View Business Response Addresses View Department References Page 38 of 55 RMDMO Helpdesk 08456 047267

My Profile All users who have a valid account have the right to change their own profile information. A user can change their password as well as all fields shown on the Account Information page shown below (Business Name, Contact Name, Username and Password). For a user to finalise amendments click the button to save any changes. Page 39 of 55 RMDMO Helpdesk 08456 047267

Printer Settings To define printer settings click on the main menu Admin and click on Printer Settings as shown below. To make changes to printer settings a user must click the button to save changes. Users have the option to define: Printing format: single or multi-label A4 sheet (see explanation below) Preview Option: show or disable print preview option. Immediate Printing: enable or disable immediate printing Label Printer: Choose a default printer or specify another printer. Once a user has saved their printer settings, a user can check their settings by printing a test page. Page 40 of 55 RMDMO Helpdesk 08456 047267

System Requirements Check To run a system requirements check on your computer, click on the main menu Admin and System Requirements as shown below If a user upgrades software or DMO seems to be not working as expected, the first point of call is to run a System Requirements Check. This ensures the users PC is configured to run DMO. To test DMO needed components click the button. If a component is incorrect the traffic light will appear red. This test can also be completed from the main login screen. It is recommended that the user upgrade any components that appear red as this can impact on the functionality. Page 41 of 55 RMDMO Helpdesk 08456 047267

ISD Settings For Import Shipments or On Demand operation (using Importation of Shipping Data (ISD) format) click on the main menu Admin and click on ISD Settings as shown below. Define or view the ISD settings. This does not apply to manual entry shipments. For more details on ISD settings, refer to the Royal Mail DMO Import Shipments Set Up guide. Page 42 of 55 RMDMO Helpdesk 08456 047267

View Service Reference To view the shipper location Service Reference(s), click on main menu Admin and View Service Reference shown below. Each shipper location has the ability to view their Service Reference information. Select the Service Reference to display information. You will need to contact your Royal Mail account manager if you need to make a change. Page 43 of 55 RMDMO Helpdesk 08456 047267

Service Defaults To view the Service Defaults click on the main menu Admin and Service Defaults shown below. Users choose their service defaults within this screen. A user can select and save a default for the Service Type, Service, Service Format, Item Weight, the Default Number of Items for all shipments and also set a default against their account for the Department Reference. Page 44 of 55 RMDMO Helpdesk 08456 047267

View Departmental References Users can view the (optional) Deparmental References associated with their account. Departmental References for their Account need to be first set up in Royal Mail s OBA system. To view the Departmental Reference(s) click on main menu Admin and View Departmental References shown below. A user can search the Departmental References using the Begins with and Contains radio buttons and then entering search critera into the Search On field. Page 45 of 55 RMDMO Helpdesk 08456 047267

Return to Sender Address Users can now view the Return to Sender address(s) associated to their account. A user can Create, Delete, Purge and Save the Return to Sender address(es). To view the Return to Sender Address(s) click on main menu Admin and Return to Sender Address shown below. A default Return to Sender Address can also be selected from the selection of Return to Sender Addresses in this screen. A user can also search the Return to Sender addresses using the Begins with and Contains radio buttons in this screen. Page 46 of 55 RMDMO Helpdesk 08456 047267

Business Response Address Business Response address is used with the Royal Mail service, Tracked Returns, to specify where these items are returned to. To view the Business Response Address(es) click on the main menu Admin and Business Response Address shown below. See the Appendix for details of how to save a Tracked Returns label to a file and then email it. Users can view the Business Response Address(es) associated with their account. A user can also search the Business Response addresses using the Begins with and Contains radio buttons and then entering search critera into the Search On field. If an additional Business Response Address is needed contact 08457950950 or your Royal Mail Account handler to arrange to add the existing Tracked Returns service (Tracked Returns 24 and or 48) onto a new Service Reference Code, with the new Business Response Address. Page 47 of 55 RMDMO Helpdesk 08456 047267

Log Off To log-off DMO click on the Main Menu Log Off shown below. This will re-direct the user to the mail Log-on screen below. Page 48 of 55 RMDMO Helpdesk 08456 047267

Reminder of Most-Used Features How to connect to Despatch Manager Online? Launch your Web browser and enter the URL / Internet address https://app.rmdmo.royalmail.com. Once the login page is opened, enter your user name and password and click on the Log in button. How to access the shipping screen? Go to the Shipping menu and click on Enter a Shipment. How to enter a shipment? Verify or select your Service Reference, the carrier, the product, the service and the service format. Enter your Address code (if its address has been saved in your address book) or enter its full address in the left side of the screen. Enter your shipping reference on the right side of the screen, then your shipment information. Click on the button to validate your entry. The labels are produced as a PDF file and displayed in a new window. Click on the Adobe printing button to print them. Page 49 of 55 RMDMO Helpdesk 08456 047267

How to modify or cancel a shipment? Go to the Shipments menu and click on Current Shipments, then select your shipment. Please note selection criteria are available to facilitate your search. To modify a shipment, click on the button on the right end of your shipment record. The shipment will be loaded in the shipping screen. Make your modification and click on the Process button. To cancel one or several shipments, check on the tick box on the left end of the shipment record and click on the button. How to reprint the labels of a shipment? Go to the Shipments menu and click on Current Shipments. Click on the button on the right end of your shipment record. The labels opens as a PDF file in a new window, click on the Adobe printing button to reprint. How to send and print the End Of Day manifests? Go to the End of Day menu and click on Run EOD process. Select the shipments you want to process by selecting the Service Reference, Carrier and Product/Service, then click on the button. The next screen will present the list of Customer Collection Receipts to be printed. Click on each link to open each Customer Collection Receipt as a PDF file and click on the Adobe printing button to print it. Page 50 of 55 RMDMO Helpdesk 08456 047267

How to reprint the EOD Customer Collection Receipt? Go to the End of Day menu and click on Reprint EOD Customer Collection Receipt and enter the search criteria. Using the button execute the search to retrieve the required Customer Collection Receipt. How to exit Despatch Manager Online? Click on the Log Off menu then close your browser. Royal Mail, the cruciform, the colour red and all are registered trademarks and all are trademarks of Royal Mail Group Ltd. Despatch Manager Online Shipper User Training Guide July 2014 Royal Mail Group Ltd 2014. All rights reserved. Page 51 of 55 RMDMO Helpdesk 08456 047267

Appendix: Printing or emailing Royal Mail Tracked Returns 24 and 48 The purpose of this appendix is to explain how and when to print or email Tracked Return labels to your customers using Despatch Manager Online. It is advised that you only print or email Tracked Return labels when required. Do not re-print or re-send the same label to different customers. In addition, you should not print a batch of Tracked Return labels for you to stockpile as the Tracking numbers may become obsolete. Preliminary Checks Before trying to create Tracked Return labels please check the addresses are correct by navigating on the main menu to Admin and then Business Responses Address. If an additional Business Response Address is needed contact 08457950950 or your Royal Mail Account handler to arrange to add the existing Tracked Returns service (Tracked Returns 24 and or 48) onto a new Service Reference Code, with the new Business Response Address. Whilst on this page, you should also take note of the Service Reference assigned to each address, this will be important for creating a Tracked Return label. Page 52 of 55 RMDMO Helpdesk 08456 047267

Print Tracked Return Labels Navigate on the main menu to Shipping Services and select Enter a Shipment. Now complete the posting information and ensure the appropriate Service Reference is selected (if unsure follow the Preliminary Checks section above). When the posting information is complete the address should be auto populated. You will then only need to complete the service options i.e number of items and weight. See the screen below for a completed example. Email your Tracked Return labels You can email a Tracked Returns label by saving the label instead of printing the label. When you click Process button on the screen above, a Tracked Return label image should appear on the screen- see image below. When you hover your mouse over the bottom of the label image a line of buttons should appear at the bottom of the label.- see screen shot below Page 53 of 55 RMDMO Helpdesk 08456 047267

Select the Adobe Icon to present further options such as Save in the new window below. Page 54 of 55 RMDMO Helpdesk 08456 047267

Once you have clicked the save icon Window below. as shown above you will be presented with the You will need to recover the document to attach to your email, so save it In the default.pdf forma) to a place you will remember, giving it a name you will recognise for this customer (i.e. their name or order number). Now open your email application and prepare a new email for your customer. Use the attach icon to add the Tracked Return label to the email. Page 55 of 55 RMDMO Helpdesk 08456 047267