FAQs Archive - RDS Global Solutions

Q: Why does it say 'Please select a shop'?

When booking on the RDS portal, you need to select 'Where from?' first, before proceeding to the delivery address details. Once selected once (see below), it'll remember the collection address for the next time:

Q: Why have I been invoiced for a job that is in query?

Where a query has been raised with RDS for a job relating to one of our carrier partners, RDS will invoice the job as per usual, having likely already paid the carrier for the job in question. As part of the RDS service, we'll pursue a claim with the carrier where there is a case to be answered and if successful, we'll receive a credit from the carrier which we'll pass on to our customer. In the meantime, the invoice amount and invoice due date will need to be honoured.

Q: If I ship via a Parcel Shop drop off, am I covered in terms of liability?

Unless liability is offered at the point of booking, then no liability is provided when it comes to Parcel Shop drop off services. Why? Because Parcel Shop drop off parcels are typically sent by the public who mostly have very little, if any experience, in how to pack and present parcels for courier networks. Its for this reason that the carriers do not offer liability as standard.

Q: Why has my delivery been 'left safe' or redirected to a local ParcelShop?

Where a signature has been offered at the point of booking, but not selected, that carrier reverses the right to 'leave safe' without the requirement of a signature. Where a signature has not been offered, that carrier will only provide a 'signed for' service, unless otherwise requested in transit, by the recipient. If the courier is unable to deliver the goods, due to no one being at the delivery address, no neighbour to leave with, or no safe place, that courier may redirect your parcel to the closest ParcelShop location, to ensure both a quicker and (mostly) more convenient delivery. LEAVE SAFE: Leave safe deliveries should be out of the sight of the general public (those people that would not have a reason to be passing such as; residents or workers of the building, that the goods have been delivered to), i.e. which is not an exposed doorstep from public view. Where non signed for services are requested, unfortunately the carrier provides no liability for loss.

Q: Why have I been charged a 'Long Length' surcharge by DHL Parcel?

DHL Parcel surcharge any item that exceeds 1.2m in length as a 'Long Length' surcharge. Items that exceed 2m to a maximum of 3m, will be surcharged as a 'XL Long Length'. They also use this surcharge description when surcharging for 'Out of Gauge' / 'Over Maximum' which can often confuse customers. Please refer to your tariff, or speak with your RDS contact for more information. Over Maximum Surcharge • Items that have two sides of more than 80cm in size or a single side of 120cm or more • Requires more than 1 person to lift due to weight or size (greater than 30kg) • Is an awkward shape, for example: - Chair, Bike, Coat stand, Car body panels, Trees, Canoe

Q: Why have I been charged for Relabelling, Relabel?

There are various reasons as to why the carriers surcharge for 'relabelling' such as, the address being incomplete / incorrect, poor printed quality, insufficiently stuck down (thus partially / completely come away), network or weather damaged. Ideally, the carriers wish to not have to relabel, but where they do, they surcharge the account which is passed on by RDS.

Q: Why does the address cut off of the label?

When printing from a desktop printer and using A4 sticky address labels, only use 'borderless' label pages to ensure the address prints on the 'tear away' label only. To avoid doubt, search: 'White Paper Square Cut Labels – 4 Per A4 Sheet – 105 x 148.5mm' for the right type.

Q: What is an ‘emergency situation charge’

The Emergency Situation Surcharge (ESS) is a surcharge imposed by DHL Express, to reflect changes in market dynamics, air capacity availability and operational restrictions imposed related to COVID-19 measures from local governments. As these surcharges are variable and therefore could change over time, RDS will pass this surcharge at cost on our invoice, in addition to the quoted rate on the portal, (as quoted on our rate card, the notification banner at the top of the booking portal and at the footer of our website (see below)) until further notice. https://rds-globalsolutions.com/fuel-surcharge-temporary-surcharge/