FAQs
Do I need to download anything to start shipping?
No, the website is available to use for anyone with a valid login.
What are the minimum system requirements for the ship@ease system?
The minimum system requirements for the ship@ease system are:
- An IBM compatible or MAC compatible with an internet connection. Windows 2000, XP, 7 or Vista operating systems.
- MAC OS 8 or higher on Apple Macintosh Compatible Systems.
- Recommended browsers include Microsoft Internet Explorer versions 5.5 and higher or Netscape Navigator versions 6.x and higher. Alternatively any browser that supports JavaScript and Cookies.
How do I optimise my web browser to ensure correct use of the ship@ease system?
Set your browser to support the following settings:-
- Enable JavaScript
- Enable cookies
- Enable Graphics
- Enable Signed ActiveX controls (For thermal label printer)
When you log in to the Interlink Express website, a "cookie" is passed to your browser to identify you to the Interlink Express website during subsequent transactions. It means that you will be given greater access to the site and default information can be used to auto complete certain pages.
The main purpose of cookies is to identify users and possibly prepare customised web pages for them. When you enter a website using cookies, you may be asked to fill out a form providing such information as your name and interests. This information is packaged into a cookie and sent to your Web browser which stores it for later use. The next time you go to the same website, your browser will send the cookie to the web server. The server can use this information to present you with custom web pages. So, for example, instead of seeing just a generic welcome page you might see a welcome page with your name on it.
I have logged on to the website but I cannot use the additional functionality.
To log in correctly to the Interlink Express website you must accept the "cookie” that is sent by the Interlink web server.
Use your browser options to accept cookies from the www.interlinkexpress.com web site.
Can I use a different language format of Windows/Internet Explorer?
No, this needs to be Western European Windows.
How can I find out how this system works?
An online tutorial is available. Simply access via the tutorial button at the left hand pane of the page under “Create Shipment”.
How are updates to the system communicated?
Updates will be applied and communicated online.
I am trying to navigate to different pages – why does it keep asking me to log in?
If you cannot navigate to certain pages on the website i.e. when you click on a page it keeps asking you to login, press Ctrl and F5 to refresh the page, this is just your browser looking at old stored pictures.
Who do I contact regarding a fault with the website?
Please contact the IT Service Desk on 0121 500 2510.
What information do I require before contacting the IT Service Desk?
You will require your login and password, account number and example of the problem. You preferably need to be in front of your PC when you call.
What happens if I forget or lose my password?
Please call Sales Support on 0500 005 005.
How can I change my password?
On the home page there is an option under your login “Change Your Password” click on this link and it will take you to a page where you can change your password.
How can I register?
Please call Sales Support on 0500 005 005 with your account number. We will then create you a profile.
How many log-ons can I have against a single account number?
Unlimited
How many account numbers can use the same log-on?
An unlimited number of accounts can be allocated to a single log-on. This allows a single log-on to track consignments for any of the accounts. This can be done by Central Sales Department who can be contacted on 0500 005 005.
How do I prevent former employees from using my company's internet logon and password?
You are empowered to change your password online. It is therefore your company’s responsibility to entrust the usage of the logon details to individuals it feels will use them properly.
How do I maintain my log in details?
Under the login option on the website there is the option to change your password, click on this link and this will return to a screen that allows you to change the password for your Interlink Internet profile. To change your defaults use the my preferences section under E-Shipping, you will then be directed to your contact details.
Can I despatch parcels to International destinations?
Yes, in the "create shipment" screen you have got the option to select countries, you will then need to select the required service from the drop down “Product – Service” selection box. The product/service is dependent on the country you have chosen. If a particular service is not shown then this indicates that this option is not available for that country.
How can I change my service defaults?
You can change service defaults for shipping, label and collection options by clicking on “E-Shipping” "My Preferences" then click on "Shipping Defaults" - remembering to click on "Save" when you have made your changes.
What postcode do I use for the Republic of Ireland?
No postcode is required, you just need to select the Republic of Ireland in the country field and enter the address, leaving the postcode field blank.
What is the maximum weight for the "parcel" service?
The maximum weight for a parcel is 30kg, after this weight the consignment must be sent on the "freight" or "pallet" service.
Can I remove my sender’s details from the label?
Yes, click on “E-Shipping”, then click “My Preferences” then “Shipping Defaults” within this section there is an option to click a box next to “Sender’s Address on Label”. Tick or un-tick this whenever you require the details to be included or removed from label printing.
Do the order numbers appear on my invoice?
Yes
How do I check an invalid postcode?
If the system is saying that the postcode entered is invalid please check this postcode on the Royal Mail website – www.royalmail.com
What if no product/service is shown after entering the delivery address details?
No product/service usually indicates an issue with the postcode information entered. Double check the postcode ensuring it is in the correct postcode format and that it is valid.
The format of UK postcodes is generally:
A9 9AA
A99 9AA
A9A 9AA
AA9 9AA
AA99 9AA
AA9A 9AA
where A signifies a letter and 9 a digit.
How do I change my collection address?
Your collection address can be changed by clicking on “E-Shipping” then click "My Interlink" and then “Account Query” then "Amend Account ". In this section you are required to complete your account number, contact name, telephone and contact email. Select from the drop down options “Account Address (collection)” then below enter your new details. This will then be forwarded to the relevant team to complete the changes. You can also use the additional amendment options to change any other information relating to your account under the following headings:
Account Address (Invoice)
Account Address (Statement)
Contact Details
Telephone
Fax
Other
How do I change my consignment details once the barcode label has been created?
Unfortunately you can’t. The only option is to cancel that consignment and create a new one.
How do I add parcels to my consignment?
Select the consignment in ‘history’ and then select the ‘Add’ option at the bottom of the page.
How do I cancel a consignment?
You can cancel a consignment by firstly clicking on the "View Shipment History" button and then selecting one of the references with the action status "Raised". If you then scroll down the page you can click on "cancel".
PLEASE NOTE: YOU CAN ONLY CANCEL A CONSIGNMENT BEFORE YOU RUN THE MANIFEST
How do I re-print a parcel if my original one gets damaged or lost?
Select the consignment in history and then select the ‘Re-Create Labels’ option at the bottom of the page.
Manifest
When should I produce a manifest?
Just prior to the driver arriving, to ensure all of your consignments are included.
Can I dispatch parcels having already produced my manifest?
Yes, but you will need to produce an additional manifest and ensure the driver signs both copies.
Can I re-print a manifest after the driver has collected from me?
Yes by selecting the manifest number in the manifest page.
If for any reason I don't want to send a parcel can I take it off the manifest before I print?
Yes, by de-selecting the individual parcel using the tick box.
Can I produce a manifest today for shipments I have prepared 3 days in advance?
Yes, but remember any additional shipments made after the manifest has been produced will require an additional manifest to be created.
What do I do if I process some consignments but am unable to do a manifest because of technical problems?
The ideal situation is to create the manifest as soon as possible when the system is working again. If you are unable to do that on the day of despatch then advise your local depot who will take it up on your behalf.
Can I produce more than one manifest in a day?
Yes it is possible but it is advisable to have just one manifest per day.
Do I print a manifest in portrait or landscape?
The system is set for portrait but it doesn’t really matter.
My Details
Shipment History
How long will my shipments remain on shipment history?
Shipments are stored within "Shipment History" for 10 months. You can also obtain POD information from Interlink "Track it" using the consignment number or order number for that period. If you require any information for consignments/parcels over this period then please contact customer services on 08702 200 300.
How can I change the order of what is shown on the screen?
Select the “Advanced Search” button within the shipment history to amend the order of information.
Address Book
How many entries can the online address book hold?
The address book is limited to 1000 entries, however when importing an address book it needs to be broken down into individual import files containing a maximum of 200 addresses.
How do I overwrite my address book with a new one?
When importing an address book there is a check box entitled "Clear existing address book on successful import", - check this box to clear the address book. The address book will not be cleared unless the new address import is successful.
I would like a thermal printer to print out my labels, who do I contact?
Please contact your account executive to arrange to have a thermal printer delivered and configured for your account. If you do not have your account manager’s details then please call our Sales Support team on 0500 005 005.
Who installs the thermal printer?
All installations should be carried out by the account executive. If you receive a printer please contact your account executive to arrange installation and configuration of this printer.
DO NOT ATTEMPT TO INSTALL THE PRINTER YOURSELF
Does the Printer work on USB ports?
At present the printer is not supportable for installation via USB. We are working on a solution that will assist USB installations.
Where do I obtain labels for my printer?
Labels for the barcodes can be obtained from your local franchisee/depot.
I want to use the reverse it service, how do I set this up?
Contact your Account Executive or the Sales Support Team on 0845 9505 505 who will be able to set this up for you.
Do I need any special stationery for reverse it?
Your Account Executive will make sure you have the correct stationery. You will require larger labels (if using a thermal printer) and the ‘document enclosed wallet’ for attaching the returns label to the outbound parcel.
