Your essential guide to eCommerce peak season

Video: We open on a quick crash zoom montage. We see the Emma Kate Co team packaging an order, sticking on a label and express post tape. The shots are all close up motion shots of hands, parcels and associated actions. A title appears that reads, ‘Learn about perfect packaging’.

Video: Emma and Kerry are at the Emma Kate & Co warehouse, surrounded by products and boxes. They are laughing as they pack planners together.

Emma: Nailed it. You just made it better.

Title: Packaging to keep your parcels moving

Video: Emma, the founder of Emma Kate Co, speaks to camera with Kerry from Australia Post. Their names and titles appear on screen: ‘Emma Kate Codrington, Founder, Emma Kate Co’ and ‘Kerry Lambert, Customer Success, Australia Post’.

Emma: Customer experience for us at Emma Kate Co is really important, so we bring attention to detail and our love for design right through to our packaging.

Video: We cut to a montage inside the Emma Kate Co warehouse, where employees are packing orders. We see close ups of the product, boxes, and labels. The screen is split, on the left we see the Emma Kate Co orders being packed. On the right, we see Emma’s tips animated as text on screen.

Emma: Making sure that our product arrives safely is paramount. So our custom boxes specifically fit the shape and size of our product, meaning that it's nice and snug and safe inside the parcel. All of our boxes are matte laminated and non-reflective packaging.

Video: We see Kerry talking to the camera, with Emma by her side. We cut between some shots of the warehouse orders stacking up.

Kerry: Because if you use glossy packaging, it doesn't move through our machines as efficiently and may slip. For our Australia Post customers, please ensure you don't overload your parcels or your satchels because it could crease the labels.

Title: Getting your labelling right

Video: We cut to a montage of employees on computers generating labels, printing them on a label printer, and placing them on parcels. The screen is split, on the left we see the Emma Kate Co orders being packed. On the right, we see Emma’s tips animated as text on screen.

Emma: Labels need to be easily read by Australia Post machines and to get it right, we make sure that the customer details are all correct on the labels, and we also use smart barcodes. We stay stocked up with labels and ink and we regularly service our printers and we always print on white paper with black ink.

Video: We see Kerry talking to the camera, with Emma by her side.

Kerry: For other Australia Post customers, you may use a format template or a label printing service.

Video: Employees continue to put the final labels, tape and touches on their parcels.

Emma: And we don't stick labels on corners, edges and seams of packages.

Video: We cut back to Emma and Kerry, talking to camera.

Kerry: These tips are great because if the labels are wrinkled or torn, obstructed, maybe unclearly printed, it could lead to delays, especially if the barcode can't be read by any of our machines.

Video: We close on a crash zoom montage of a parcel being picked up by Australia Post. The final shot shows a delivery driver from Australia Post exit with the parcel. A title appears that reads, ‘To learn more, visit auspost.com.au/peak” and we see the Australia Post logo.

Video: We open on a quick crash zoom montage. We see the Kathmandu team packing and sorting parcels to be sent out for delivery. The shots are all close up motion shots of hands, parcels and associated actions. A title appears that reads, ‘Sorting made simple”.

Video: Brett, a representative from Kathmandu, packs satchels with Kerry from Australia Post.

Brett: I don't usually do this, hey?

Video: Brett and Kerry are at the Kathmandu distribution centre, surrounded by equipment and boxes. They are laughing as they pack satchels together.

Title: Sorting made simple

Video: Brett continues to pack satchels with Kerry from Australia Post, he begins to talk to camera. Their names and titles appear on screen: ‘Brett Fielding, National Distribution Centre Manager, Kathmandu’ and ‘Kerry Lambert, Customer Success, Australia Post’.

Brett: At Kathmandu, we believe it's really important to deliver our products on time and in the right way. That's why at the distribution centre, we sort by speed and size. That way when Australia Post collects our orders at the end of the shift, they can deliver in a timely manner and give our customers that first class experience.

Video: We see Kathmandu employees sorting orders in the facility ahead of packing. A satchel is packed, and sorted by size using a scanning gun.

Brett: We sort using a few different methodologies. The first step is we sort by size to make sure that we put them in the correct cages for when Australia Post pick up.

Video: We see close up of satchels and yellow Express Post tape. Then cut wide to see an employee labelling satchels in the distribution centre and sorting them. The screen is split, on the left we see the Kathmandu facility and on the right we see Brett’s tips animated as text on screen.

Brett: Then when it comes to the speed, we have two order types. We have Express service and we have a Standard service. For our Express orders, we ensure we put a visual aid on for the team, which is the Express post tape.

Video: We see a Kathmandu employee making a label, and packing an Australia Post satchel.

Brett: If we don't get our sorting process correct here at the distribution centre, that can cause delays for our customers which just isn't the experience we want to provide to them.

Video: We cut to Brett and Kerry talking to camera, in the distribution centre.

Kerry: I couldn't agree more with Brett.

Video: An employee on a forklift begins to load an order into a StarTrack truck, outside the facility.

Kerry: If you get your parcel sorting correct, we can prioritise what needs to go through our network and we can operate throughout Australia really efficiently.

Video: Brett continues to pack satchels with Kerry from Australia Post, speaking to camera.

Brett: We really like our customers to have a positive experience and we do believe that an excellent sorting process leads to a smooth delivery and a happy customer.

Video: We close on a crash zoom montage of a satchel being picked up by Australia Post. The final shot shows a delivery driver from Australia Post exit with Kathmandu’s satchel. A title appears that reads, ‘To learn more, visit auspost.com.au/peak” and we see the Australia Post logo.

Video: We open on a quick crash zoom montage. We see the Kathmandu team typing on a keyboard, collecting a manifest from the printer, ticking lines of the manifest, and picking a packed satchel. The shots are all close up motion shots of hands, parcels and associated actions. A title appears that reads, ‘Master your manifesting’.

Video: Brett, a representative from Kathmandu, packs satchels with Kerry from Australia Post.

Brett: I'm out of products again.

Video: Brett and Kerry are at the Kathmandu distribution centre, surrounded by equipment and boxes. They are laughing as they pack satchels together.

Kerry: Yeah, same.

Brett: We're too quick at this. I should get a job here.

Title: Manifesting at the right time, everytime

Video: Brett continues to pack satchels with Kerry from Australia Post, he begins to talk to camera. Their names and titles appear on screen: ‘Brett Fielding, National Distribution Centre Manager, Kathmandu’ and ‘Kerry Lambert, Customer Success, Australia Post’.

Brett: At Kathmandu, during our peak season, we have multiple pickups every day. That's why we understand the importance of manifesting each and every one of the orders correctly.

Video: We see a Kathmandu employee at their desk, they’re completing and printing a manifest.

Brett: To assist in that, there's a few steps we do here. First and foremost, we make sure we've got the right product for the customer, that we select the right packaging and that the customer's address is correct.

Video: We cut to a montage of a manifest being checked, a parcel pick up being reviewed, a driver from Australia Post arriving to pick up, and a customer checking the Australia Post app on their mobile. The screen is split, on the left we see the Kathmandu facility and on the right we see Brett’s tips animated as text on screen.

Brett: Then we manifest in line with the pickup times to ensure that it's accurate, live information being sent to our customers. And finally, we encourage our customers to use the Australia Post app.

Video: We cut to Brett and Kerry talking to camera, in the distribution centre.

Kerry: Then they can track and manage their deliveries without having to contact you.

Brett: Manifesting accurately is really important to us. That way our customers get live information which makes them feel positive about receiving their delivery.

Video: We cut to Kathmandu employees at their desk reviewing a manifest, checking orders, and loading into a StarTrack truck.

Kerry: Timing's everything. If you manifest too early, the customer might get an unrealistic delivery expectation, meaning calls or emails asking why their product has been delayed even though it actually hasn't. On the other hand, if you manifest too late, it could cause delays or reduce the delivery options to your customers.

Video: We close on a crash zoom montage of a satchel being picked up by Australia Post. The final shot shows a delivery driver from Australia Post exit with Kathmandu’s satchel. A title appears that reads, ‘To learn more, visit auspost.com.au/peak” and we see the Australia Post logo.