Courier Knowledge Base

Courier Module Knowledge Base

Complete User Guide for Courier Operations

Table of Contents

  1. Module Overview
  2. Getting Started
  3. Settings Configuration
  4. Shipment Booking
  5. Hub Operations
  6. Delivery Management
  7. Finance & COD
  8. Reports
  9. Empost UAE 7X Compliance
  10. Workflow Diagrams
  11. Troubleshooting & FAQ

1. Module Overview

1.1 What is the Courier Module?

The Courier module is a comprehensive courier and parcel delivery management system designed for courier companies operating in the UAE and GCC region. It provides end-to-end tracking from shipment booking to final delivery, including:

  • Shipment Booking: Create and manage domestic and international shipments
  • AWB Management: Automatic Air Waybill (AWB) generation and tracking
  • Hub Operations: Inscan, outscan, and manifest management
  • Delivery Run Sheet (DRS): Driver assignment and route optimization
  • COD Collection: Cash on Delivery collection and remittance
  • Empost Compliance: UAE regulatory compliance under the 7X regime

1.2 Key Features

Feature Description
Multi-Zone Rate Management Define rates based on origin-destination zones
Real-time Tracking Track shipments through each operational stage
COD Automation Automated COD collection and reconciliation
Agent Network Manage franchise agents and commission calculations
Empost Integration Quarterly fee calculation and regulatory reporting
Proof of Delivery Digital POD capture with signature and photo

1.3 Shipment Lifecycle

Booking → Pickup → Hub Inscan → Manifest → Transit → Hub Inscan → Out for Delivery → Delivered

2. Getting Started

2.1 Module Activation

  1. Navigate to System > Module Configuration
  2. Locate the Courier module
  3. Click the toggle to enable the module
  4. The Courier menu will appear in the navigation drawer

2.2 Initial Setup Checklist

Complete these setup steps before processing shipments:

  1. Service Types - Define service levels (Express, Standard, Economy)
  2. Zones - Create geographic zones for rate calculation
  3. Zone Rates - Set pricing for each zone-to-zone combination
  4. Agents - Register franchise agents (if applicable)

The Courier module is organized into these sections:

Section Purpose
Settings Master data configuration
Booking Create and manage shipments
Hub Operations Warehouse and transit operations
Delivery DRS and delivery management
Finance COD and invoicing
Reports Analytics and operational reports
Empost (7X) UAE regulatory compliance

3. Settings Configuration

3.1 Service Types

Service types define the delivery speed and pricing tier for shipments.

To create a service type:

  1. Navigate to Courier > Settings > Service Types
  2. Click Add New
  3. Fill in the details:
    • Code: Unique identifier (e.g., "EXP", "STD")
    • Name: Display name (e.g., "Express", "Standard")
    • Transit Days: Expected delivery time
    • Description: Service features

Standard Service Types:

Code Name Transit Days Use Case
EXP Express 1 Same/next day delivery
STD Standard 2-3 Regular deliveries
ECO Economy 5-7 Cost-sensitive shipments

3.2 Zones

Zones group geographic areas for simplified rate management.

To create a zone:

  1. Navigate to Courier > Settings > Zones
  2. Click Add New
  3. Enter:
    • Zone Code: Short identifier
    • Zone Name: Descriptive name
    • Emirates/Areas: Locations in this zone
    • Is Remote: Flag for remote/hard-to-reach areas

Example Zone Configuration:

Zone Name Emirates/Areas
Z1 Dubai Metro Dubai City, Downtown, JLT
Z2 Abu Dhabi Metro Abu Dhabi City, Khalifa City
Z3 Northern Emirates Sharjah, Ajman, RAK
Z4 Remote Areas Al Ain, Fujairah, Liwa

3.3 Zone Rates

Zone rates define pricing for shipments between zones.

To set zone rates:

  1. Navigate to Courier > Settings > Zone Rates
  2. Select the rate matrix view or list view
  3. For each origin-destination combination, enter:
    • Base Rate: Minimum charge
    • Per Kg Rate: Additional weight charge
    • Service Type: Applicable service

Rate Calculation Formula:

Total = Base Rate + (Chargeable Weight × Per Kg Rate)
Chargeable Weight = MAX(Actual Weight, Volumetric Weight)
Volumetric Weight = (L × W × H) / 5000

3.4 Agents

Agents are franchise partners who book shipments on behalf of customers.

To register an agent:

  1. Navigate to Courier > Settings > Agents
  2. Click Add New Agent
  3. Enter:
    • Agent Code: Unique identifier
    • Company Name: Legal business name
    • Contact Details: Address, phone, email
    • Commission %: Default commission rate
    • Credit Limit: Maximum outstanding balance

4. Shipment Booking

4.1 Creating a New Shipment

  1. Navigate to Courier > Booking > New Shipment
  2. Fill in the shipment details:

Shipper Information:

  • Name, address, phone, email

Consignee Information:

  • Name, address, phone, email
  • Zone (auto-detected from address)

Package Details:

  • Number of pieces
  • Weight (actual)
  • Dimensions (for volumetric calculation)
  • Package type (Document, Parcel, etc.)

Service Options:

  • Service type (Express, Standard, etc.)
  • COD amount (if applicable)
  • Insurance value (optional)
  1. Click Book Shipment to generate AWB

4.2 AWB Number Generation

AWB (Air Waybill) numbers are automatically generated using the format:

PREFIX-YYMMDD-SEQUENCE
Example: TB-241205-00001

4.3 Shipment Status Flow

Status Description
Booked Shipment created, awaiting pickup
Picked Up Collected from shipper
In Transit Moving between hubs
Out for Delivery On DRS for final delivery
Delivered Successfully delivered with POD
RTO Return to Origin initiated
Exception Delivery issue (address, refused, etc.)

4.4 Tracking a Shipment

  1. Navigate to Courier > Booking > Track Shipment
  2. Enter the AWB number or scan barcode
  3. View complete tracking history with timestamps

5. Hub Operations

5.1 Inscan

Inscan records shipments arriving at a hub.

To perform inscan:

  1. Navigate to Courier > Hub Operations > Inscan
  2. Select the receiving hub
  3. Scan or enter AWB numbers
  4. Verify piece count and condition
  5. Click Complete Inscan

5.2 Outscan

Outscan records shipments leaving a hub.

To perform outscan:

  1. Navigate to Courier > Hub Operations > Outscan
  2. Select the destination hub or manifest
  3. Scan AWB numbers
  4. Confirm vehicle/carrier details
  5. Click Complete Outscan

5.3 Manifest Management

Manifests group shipments for transit between hubs.

To create a manifest:

  1. Navigate to Courier > Hub Operations > Manifest
  2. Click Create Manifest
  3. Select origin and destination hubs
  4. Add shipments by scanning or selection
  5. Enter vehicle/carrier details
  6. Click Close Manifest

Manifest States:

  • Open: Accepting shipments
  • Closed: Ready for dispatch
  • In Transit: Departed origin
  • Received: Arrived at destination

5.4 Inbound Processing

Process incoming manifests from other hubs.

  1. Navigate to Courier > Hub Operations > Inbound
  2. Select the incoming manifest
  3. Verify all shipments against manifest
  4. Report any discrepancies (short, damaged)
  5. Complete inbound processing

6. Delivery Management

6.1 DRS (Delivery Run Sheet)

DRS assigns shipments to delivery personnel for final mile delivery.

To create a DRS:

  1. Navigate to Courier > Delivery > DRS Manager
  2. Click Create DRS
  3. Select date and delivery area
  4. Assign driver
  5. Add shipments from pending delivery queue
  6. Print DRS for driver

6.2 Driver Assignment

  1. Navigate to Courier > Delivery > Driver Assignment
  2. Select driver from list
  3. View assigned DRS and shipments
  4. Reassign if needed

6.3 Delivery Reconciliation

After delivery attempts, reconcile DRS:

  1. Navigate to Courier > Delivery > Reconciliation
  2. Select completed DRS
  3. For each shipment, update:
    • Delivered: Record POD details
    • Attempted: Record exception reason
    • COD Collected: Confirm cash amount
  4. Complete reconciliation

6.4 Exception Handling

Common exception codes:

Code Reason Action
ADR Address Not Found Verify and reattempt
CLO Consignee Not Available Reattempt or RTO
REF Refused by Consignee Process RTO
DMG Damaged in Transit Claims processing

7. Finance & COD

7.1 COD Collections

Track cash collected from deliveries.

  1. Navigate to Courier > Finance > COD Collections
  2. View collections by date/driver
  3. Verify amounts against DRS
  4. Post collection to accounts

7.2 COD Remittance

Remit COD funds to shippers/agents.

  1. Navigate to Courier > Finance > COD Remittance
  2. Select shipper/agent
  3. View pending remittance amount
  4. Create remittance batch
  5. Generate payment voucher
  6. Mark as remitted after payment

7.3 Customer Invoices

Generate invoices for shipment charges.

  1. Navigate to Courier > Finance > Customer Invoices
  2. Select customer and date range
  3. Review unbilled shipments
  4. Generate invoice
  5. Post to Accounts Receivable

7.4 Agent Commission

Calculate and pay agent commissions.

  1. Navigate to Courier > Finance > Agent Commission
  2. Select agent and period
  3. View shipment summary
  4. Calculate commission based on rates
  5. Generate commission statement
  6. Post payment

8. Reports

8.1 Shipment Register

Complete listing of all shipments with status and details.

Filters:

  • Date range
  • Status
  • Service type
  • Origin/Destination zone

8.2 Delivery Performance

Analyze delivery success rates and timing.

Metrics:

  • On-time delivery %
  • First attempt success rate
  • Average delivery time
  • Exception breakdown

8.3 COD Summary

Financial summary of COD operations.

Views:

  • Collections by date
  • Pending remittance
  • Remittance history
  • Variance analysis

8.4 Zone Analysis

Analyze shipment volume and revenue by zone.

Metrics:

  • Shipment count
  • Revenue
  • Average value
  • Growth trends

9. Empost UAE 7X Compliance

9.1 Overview

The Empost module manages UAE postal regulatory compliance under the 7X licensing regime, administered by the Emirates Post Group (Empost).

9.2 License Management

  1. Navigate to Courier > Empost (7X) > License
  2. Enter license details:
    • License number
    • Issue and expiry dates
    • License category
    • Coverage areas

9.3 Quarterly Periods

Empost fees are calculated and paid quarterly.

Quarter Schedule:

Quarter Period
Q1 January - March
Q2 April - June
Q3 July - September
Q4 October - December

9.4 Fee Calculation

Navigate to Courier > Empost (7X) > Fee Calculation to compute quarterly fees based on:

  • Shipment volume
  • Weight threshold categories
  • Royalty percentages
  • Minimum advance payments

9.5 Weight Categories

Category Weight Range Rate
Light 0 - 2.5 kg Base rate
Standard 2.5 - 30 kg Standard rate
Heavy 30+ kg Reduced rate

9.6 Return Adjustments

Process adjustments for returned shipments:

  1. Navigate to Courier > Empost (7X) > Return Adjustments
  2. Select quarter
  3. Enter RTO shipments
  4. Calculate adjustment amount
  5. Apply to fee calculation

9.7 Audit Reports

Generate reports required for Empost compliance:

  • Quarterly declaration
  • Volume summary
  • Fee breakdown
  • Payment history

10. Workflow Diagrams

10.1 Standard Shipment Flow

Customer → Booking → Pickup → Origin Hub Inscan → Manifest Creation
                                        ↓
                              Transit (Vehicle/Air)
                                        ↓
Destination Hub Inscan → DRS Creation → Out for Delivery → Delivered

10.2 COD Flow

Shipment with COD → Delivered → COD Collected by Driver
                                        ↓
                    DRS Reconciliation ← Cash Handover
                                        ↓
                    COD Account ← Shipper Remittance

10.3 RTO Flow

Delivery Exception → RTO Initiated → Return Transit
                                        ↓
            Origin Hub Inscan ← Return Manifest
                                        ↓
            Customer Notification → Shipment Closed

11. Troubleshooting & FAQ

Q: Why can't I book a shipment?

A: Check the following:

  1. Service types are configured
  2. Zones are defined for origin and destination
  3. Zone rates exist for the zone pair
  4. Customer account is active

Q: AWB number not generating?

A: Ensure:

  1. Voucher numbering is configured for Courier module
  2. Sequence is not exhausted
  3. Date format is correct

Q: DRS not showing shipments?

A: Verify:

  1. Shipments are inscanned at delivery hub
  2. Status is "Ready for Delivery"
  3. Delivery zone matches DRS area

Q: COD amount mismatch?

A: Reconcile by:

  1. Checking original booking COD amount
  2. Verifying driver collection entry
  3. Reviewing any partial payments
  4. Checking for currency differences

Q: Empost fee calculation error?

A: Ensure:

  1. License is valid for the quarter
  2. All shipments have weight data
  3. Previous quarter is locked
  4. Rate tables are current

Appendix: Status Codes Reference

Code Status Description
BKD Booked Shipment created
PKD Picked Up Collected from shipper
INS Inscanned Received at hub
OUS Outscanned Dispatched from hub
OFD Out for Delivery On delivery vehicle
DLV Delivered Completed with POD
ATT Attempted Delivery tried but failed
RTO Return to Origin Being returned
RTD Returned Back at origin
VDD Voided Cancelled before processing

The Courier Knowledge Base is accessible from the main navigation under Courier & DoorToDoor > Courier Knowledge Base.

Last Updated: December 2024 Version: 1.0
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