It is important that you check for any replies a couple of times each shift to make sure they are dealt with quickly and we do not end up with a back log of open queries.

1. On the eRin home page https://erin.yodel.co.uk/ there is a box that is titled ‘Your open queries’, if we have any it will state how many, you need to click the ‘Read them now’ link.

1. Scroll the list that appears to see if your name is against any of them. There may be more than one page to search.
2. Click on the tracking number on the same line as your name to open the reply.
3. Once you have read the reply resolve with the customer accordingly. e.g. update the customer or reorder and let the customer know.
4. Then close the query by clicking the close in the ‘please update this query’ box, type a message if you wish in the box that appears and click close query.
5. If you need to go back to Yodel for any reason, click the ‘respond’ button, type your message and click the submit arrow. You then need to wait again for a reply to that.

If you need to re-open a query that has been closed, you can do this by clicking the Actions button (top right of query tab) then re-open. Then just add your message and click submit.

You can close other people’s queries if you have resolved the issue.

If you close a query and need to find it again but do not have the tracking number you can check which Yodel queries have been closed today.

1. On the eRin home screen click ‘read them now’ on the ‘Your open queries’ box.

2. Along the top click closed today.

   

   3. You can then put them order of most recent by clicking ‘date raised’ at the top f the first column.

   4. Then just look for the ones with your name against and you can click into them by clicking the highlighted tracking number in the second column.