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the hard copy to the WPOD reply the “Browse” button under “attachment” in the reply form should
be used (see also attachments).
WPOD requests are either created “from scratch” via the Written POD Request link in the main
menu (under “workflow”), from “Tracking data”, or as step in the escalation process by clicking
the “POD Request” button at the bottom of a reply form.
Important: make sure you have proof of an item being delivered before you send a WPOD
request (e.g. I-event in Tracking, or a reply that states final delivery).
8.3 POD Failure form (only EMS, EPG and Parcels)
In case the aforementioned procedure is not respected you are able to inform IPC of this anomaly
by means of the “Customer Service POD Failure form”.
The failure form is only available through the WPOD reply form, i.e. the message you receive as
an answer to your WPOD Request. Click on the button “POD failure” at the bottom of the reply
and the failure form pops up. Complete and create; the form will be sent to IPC for the purpose of
quality monitoring.
8.4 Broadcast messages
Broadcast Messages are created from the main menu by clicking on the link “Broadcast” under
“Workflow” (but note that this is no part of the workflow!).
The Broadcast message contains three sections:
 Subject: you should enter a brief and relevant subject in order to attract the recipients‟
attentions immediately.
 Details: a free format field to provide details on the issue to report.
 Destination Call Centers: choose one (click on the partner of your choice), several (use
ctrl+click to select) or all partners (see link “select all partners” on the bottom of the page)
to reach the required recipients.
Using the button “Create” sends the message/request to its destination. “Cancel” brings you back
to the main page.
The Broadcast messages remain viewable in the list under the tab Broadcast for 10 days. Should
one wish to consult Broadcasts older than 10 days the search functionality can be used. By
entering a date in the “from” field (using the calendar) and hitting “search”, all Broadcasts the
partner has received between the selected date and the current date will be displayed in a list. All
messaged can be opened and viewed.
THE NATURAL PARTNER FOR THE POSTAL INDUSTRY
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