1. On the eRin home page click ‘Advanced search’ under the main search bar to open a new list on the left of the screen.
2. Enter the post code for where the collection was booked in the ‘collection postcode’ box and search.
3. You may need to amend the from & until dates at the bottom if you are looking for an old collection, click search.
4. If the screen says ‘No data found’ you might need to extent the date of the search or ask the customer to confirm the postcode is correct. Normally the collection will be from the home address saved in there account so worth checking that before sending an email asking for the postcode if they have not provided one yet.
5. If there is a collection for that post code it will either take you into the tracking or give you a list of all the tracking numbers for recent collection on that post code. You need to check that they are all for that customer as they might be for a neighbour.
6. To check the tracking details click into it, if more than one, then click all addresses under the Beer Hawk address, this will show you the address the collection is from so you are sure you have the correct one. If they were returning several things they might have more than one tracking number.
7. Click back to see the full tracking details again. You can then see if it says ‘Parcel picked up’ which means it was collected or ‘unsuccessful’ if they were unable to collect and let the customer know if needed.
8. If you need to cancel the collection for the customer you just need to click the ‘cancel collection’ box, put a brief note to say why it is cancelled and confirm. This will cancel all the parcels booked on that collection, so you do not need to do it on each parcel number if they were all booked as one collection.