InPost

What is InPost?

InPost is the 24/7 automated parcel locker company that gives customers the flexibility to return online shopping any time, day or night, in seconds.

How does the customer use InPost?

If the customer chooses to use InPost, they will click the link on our returns page and be taken to https://returns.inpost.co.uk/schuh. Here they will fill out a small form asking for their email address and order number. A QR code will then be emailed to them to scan at their chosen return locker.

The customer must ensure their parcel is no bigger than 41cm x 38cm x 64cm and weigh no more than 15kg.

A map of the customer’s local InPost lockers will be provided when they are organising their QR code, however the map can also be located here: https://www.inpost.co.uk/users/find-a-locker/

FAQs

• Customers can track the progress of their return using their tracking number at https://www.inpost.co.uk/users/track-my-parcel/ or at inpost.co.uk by selecting the "Track my parcel" drop down.

• If a customer has any issues at a parcel machine, they can call InPost directly on 0330 335 0950 (Monday to Friday 8am - 9pm, Saturday, Sunday & Bank holidays 8am - 8pm)

• If the customer has any other question regarding their parcel they should visit InPost's help page here: https://www.inpost.co.uk/users/help/ and InPost can provide them with the appropriate method to contact them. 

How can we contact InPost?

We can contact InPost through the eRin portal.

Once logged in, to see the tracking information, enter the return tracking number.  

The tracking will show every scan the parcel has received.

If the information you need is now shown on this screen, you can click the queries tab and add your investigation.

**  You MUST remember to add the cx ref to the ‘Main Query Comment’ box of the enquiry (order number or call log ref) so we can access the customers information from our side** 

Please also give as full a description as possible, i.e. ‘2710086850 ADI GAZELLE YTH grey trainers UK 4’

InPost response times are usually pretty quick through eRin but please allow 24 hours to get a reply. Once you have created your query, the full conversation history will show.

Please remember – we only have 28 days to raise a claim with InPost, remember to set a user/ACR alert to check for your reply. Set your alerts for 24 hours to check for a reply and advise customers of this timeframe. 

Responses will fall into the Inbox tab.  This query queue is the one we will work through.  Once you have updated the query, use the actions button to close the query which clears the response from the query queue.