FAQs
General tracking Questions
How long will consignment details be available on the Internet?
Tracking information will be available for a minimum of 120 days.
How do Interlink Express restrict access so that a customer can only view their own consignments?
A customer profile is generated for each internet user. Each profile is loaded with the operating account numbers for the customer. By use of this profile a customer can view consignments raised against any one of their operating account numbers. This also prevents other companies from reviewing sensitive data that does not relate to them.
What are the minimum system requirements for the Interlink Express internet tracking system?
The minimum system requirements for the Interlink Express internet tracking system:
- An IBM compatible or Mac compatible with an internet connection.
- Windows XP, 2000, ME, 95, 98 or NT operating systems.
- Mac OS 7.6.1 or higher on Apple Macintosh compatible systems.
- Recommended browsers include Microsoft Internet Explorer versions 5.5 and higher or Netscape Navigator versions 3.x and higher. Alternatively any browser that supports JavaScript and cookies.
How do I optimise my browser to ensure correct usage of the Interlink Express internet tracking system?
Set your browser to support the following settings:
- Enable JavaScript
- Enable cookies
- Enable graphics
When you log in to the Interlink Express web site, 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 am logging in to the Interlink Express website but I cannot use the additional functionality, why?
To log in correctly to the Interlink Express website you must accept the "cookie" that is sent by the Interlink web server.
If you are using Netscape Communicator version 4, you can tell if your browser will accept cookies by choosing "Edit | Preferences | Advanced", make sure the "Accept All Cookies" is checked. You can turn off a warning to notify you that a cookie is being set by your browser as follows:
- On Netscape Communicator version 4, choose "Edit | Preferences | Advanced " and make sure the "warn me before accepting a cookie" is blank.
- On Netscape NavigatorTM 3.0, go to "Options | Network Preferences | Protocols" and make sure the box next to "Accepting a cookie" is blank.
How does the Interlink Express internet tracking system work?
The Interlink tracking system allows anyone to track a consignment number, parcel number, card reference, safe place card reference, message reference, collection request number or even a partner carrier reference. There are also advanced options for more detailed searches.
The Interlink tracking system when logged on does all of the above but brings back more detailed results according to the login account details. If you are logged in and track a parcel that is associated to your account then you will be able to view more details against that consignment, i.e. delivery details. If the consignment number is not assigned to that account then a standard tracking screen is retrieved.
How do I prevent former employees from using my company’s internet login and password?
You are empowered to change your password online. It is therefore your company’s responsibility to entrust the usage of the log in details to individuals it feels will use them properly.
How do I maintain my log in details?
Choose the “Log On Now” option from the tracking page. you can then Click here to change your current password This will return a screen that allows you to change the password for your Interlink internet profile.
What happens if I forget or lose my password?
If either of these situations arise then you will need to contact password.enquiries@interlinkexpress.com, send them your name, job title, company name, contact email address, contact telephone number, mobile if available, postcode/consignment number if applicable, subject, request a callback if required then a brief message. You will then be contacted with the details required.
Exceptions
How do I access my exceptions?
To access your exceptions click on “E-Shipping” then click “Tracking” then “Manage Your Exceptions”.
Will I automatically have access to exceptions if I already have a logon for the website?
No, your owning depot will set this up for you.
What if I want to have a parcel delivered to another address outside of the UK where there is no postcode?
In this case you should select the ‘Call me Regarding This Exception’ and give these details over the phone.
What happens if I don’t respond to an exception listed under “Response Required” within 24 hours?
If we have not received a response within this time the exception will be automatically referred to the account owning depot.
How often is the exceptions information updated?
The information is automatically refreshed every 5 minutes, however you can manually refresh to see the exact status at any time.
Does the same person have to respond to all exceptions?
No, different people can respond to exceptions on your account. Each will need to complete their details at the top of the exceptions screen.
What if I only want to manage certain exception types on the web?
Your preference for each exception type will be set when you register for exceptions management. For each type of exception you have the option of managing your response on the web, returning the item automatically to you or requesting that the depot call you. If you need to change your preferences for any exception type contact your local depot.
What if I don’t need to see information about exceptions which do not require information from me?
When you register for exceptions management you will be asked which exceptions you wish to see in the ‘information only’ section.
Who do I call if I have a query about exceptions management?
Please call your local Interlink Express depot.
Why am I only able to view ‘information only’ delivery exceptions for international shipments and why do my customer’s international exceptions not appear in the same way as my UK deliveries?
The international delivery network operates for the most part on a different system and as such the means of reporting and creating messages differs slightly from the UK procedure. We are however able to receive parcel scan events from our international partners and as such are able to identify the exceptions and failed events to present in the ‘information only’ section. This then allows you and your customer complete visibility of any parcels, which may have been delayed in the international networks and the reasons why.
How will my customer or I be notified of international delivery exceptions requiring action?
Exceptions such as missing export invoices, address queries and delivery refusals will still continue to be pro-actively managed by the International Customer Service team based at the Birmingham hub. You and your customer will be contacted by telephone or email in the event of an international parcel requiring action.
What type of ‘information only’ delivery exceptions can I expect to see and what do they mean?
There will be four categories of delivery exception that you can request to see in the information only section presented via the web. These are as follows:
- Failed - Consignee absent or delivery premises closed to delivery.
- Misrouted or Routing delays
- Mislabelled
- Customs and Regional Delays
In the case of the last category ‘customs and regional delays’ these will notably be very specific to the international delivery network where a parcel has to pass through customs or transit outside of the UK. For example if a parcel going to the USA is held for a customs inspection, you will be alerted of this. Alternatively if a parcel is delayed due to civil or strike action in France for example you will also be notified of this in this section.
It must be noted however that parcels reported in this way will always be for information only. If the parcel that is held in customs requires intervention from the shipper then please be assured that the international team will contact you in the normal way.
