Video: On a red screen the words, "MyPost Business, Underpaid Postage" appear in white above the Australia Post logo. A woman uses the MyPost Business website on a laptop.
Audio: Voiceover: This video will explain what to do if you have an underpaid parcel identified in MyPost Business.
Video: Parcels travelling on conveyor belts pass under a scanner. A conveyor belt travels between chutes that lead down to metal baskets. Parcels slide down chutes.
Audio: Voiceover: As a parcel travels through our network, it's checked by our dimension/weight scanning technology. These scanners are part of our automated sortation process that allows Australia Post to measure and record the actual dimensions and physical weight of the parcel.
Video: A parcel's weight - 2.5 kilos - and its dimensions are entered into a webpage titled 'Parcel details'. A parcel sits on electric scales which read 2.445kg. Its dimensions are measured with a tape. An Australia Post driver loads parcels into a red van, then climbs behind the wheel and drives off. .
Audio: Voiceover: The parcel details detected are then compared to what has been declared when the label was purchased. If there's a discrepancy, underpaid postage is calculated. At Australia Post, we use both a parcel's weight and its dimensions to understand how much space a parcel will take up in our vehicles. When you enter the correct weight and parcel dimensions, it allows us to ensure your parcel's moved through our network as efficiently as possible and that you're charged correctly.
Video: In sorting facility, parcels travel on conveyor belts and are scanned. On her laptop, the woman checks a webpage titled 'Underpaid postage'. An email is titled "Underpaid postage due - My Post Business". In a MyPost Business account, an orange underpaid postage notification banner sits at the top of the page. It includes a link that reads, "Review and pay". On a page headed 'Underpaid postage' a list titled 'Due for payment' has four columns headed 'Tracking Number', 'Due Date', 'Amount Due', and a 'Pay' button. The first three columns are highlighted in turn.
Audio: Voiceover: If the parcel's detected weight or dimensions are found to be different to what was originally declared, the parcel will still be processed for delivery. However, the MyPost Business account will be updated with the cost of the underpaid postage. The sender of the parcel will be sent a notification email that a discrepancy has been found and the underpaid postage payment due date. As the sender, you can log into your MyPost Business account to review the details we used to calculate the underpaid postage. Click on Review and Pay in the banner at the top of the page. You will be taken to your underpaid postage area. Under the Due for Payment tab, you can see any parcels that have been detected with an underpayment. This will show your underpaid parcels, grouped via payment due date. In this area, you'll see the parcel tracking number, the payment due date, and the amount due. You have 14 days to pay the underpaid postage.
Video: The notification banner in MyPost Business is now red and reads, "Account on hold," and includes a 'Pay now' link.
Audio: Voiceover: If payment is not made by the due date, the MyPost Business account will be put on hold, and you won't be able to create any new labels or purchase postage in store at a post office using your MyPost Business account until the outstanding postage is paid.
Video: In the 'Underpaid postage' list, a drop-down arrow to the far right reveals a 'Discrepancy details' box which lists sets of parcel measurements under 'Entered As' and 'We Detected'.
Audio: Voiceover: For more details on why this article has been declared as underpaid, select More Details to view what was entered versus what we detected.
Video: A cursor clicks boxes on the far left of the Underpaid postage list, then clicks the red Pay total button at the bottom right of the list. A payment page shows payment options. The cursor clicks the red Pay button.
Audio: Voiceover: To pay the outstanding amount, select the articles you wish to pay and click Pay. Payment can be made online using credit card or PayPal. You can also pay outstanding amounts at participating post offices by scanning your MyPost Business QR barcode.
Video: A Payment successful page features a transaction number, a link to the account history and a list titled 'Tips for next time'. The account history link leads to the Previously paid list on the Underpaid postage page. A page titled 'History' includes a list of transaction and the link 'View previously paid discrepancies' which leads to the Previously paid list.
Audio: Voiceover: When payment has been made, you'll receive a transaction number. You can view the details of the transaction by viewing your underpaid items history...or by navigating to this screen in the Underpaid Postage, under the Previously Paid tab.
Video: The white Australia Post logo appears on a red background.