Q&A's - E-Ship™ Online

Q. Why is Purolator changing?
A. Purolator is changing to ensure that we consistently deliver the customer experience that has enabled us to grow and become Canada’s largest courier. As the market leader in Canada, Purolator will continue to evolve to maintain our competitive edge and to help you exceed the expectations of your customers.

Q. Why am I being asked to correct city names that the old OLS accepted?
A. With E-Ship Online, we have even more data to validate the accuracy of the address being entered into the system. In some instances, there are differences in the information between our new system compared to our old Online Shipping system (OLS). Where there are differences in the city information between the two systems, we are asking users to correct the details so they are consistent with E-Ship Online. A difference may be something like an accent or an abbreviation.

Q. Will I always be asked to confirm city names?
A. Once a city name is corrected and stored in your profile or address book, it will not have to be corrected again. If you correct the address only for the shipment that generates the error (and not update it in your address book or your profile), you will continue to receive the same error message each time you send a shipment to that city.

Q. Can you tell me what I need to do to correct the information?
A. To correct an address in the address book: Launch the address book by selecting the Address book link on the page you use to create a shipment. The address book link appears right above the box for the Company/Name. You can also launch the address book from the E-Ship Online menu by going into My Account > Address book > Maintenance. Once the address book is open, changes can be made by following these steps:

• Go to the address record that needs to be changed.
• There are three icons on the left of each address record. Click the middle icon (edit address ). This launches a new screen with the address. Change the address as required and click at the bottom right side of the screen.
• This closes the screen returning you to the address book.
• You can change other addresses by repeating the steps above.
• When you have finished updating the address information, close the address book and continue shipping.

To correct the default SHIP FROM address in your profile: Go to the Edit Profile page from the E-Ship Online menu at the top of the page where you create a shipment (My Account > Edit Profile).

• Change the address as required and click at the bottom of the screen.
• Once you select Save, you will see a pop-up box confirming your profile information has been updated. Select OK to clear this message.
• Your default From address is now saved with the correct information and should now pass validation when creating a shipment.

You can continue to ship by going to the Create Shipment page from the E-Ship Online menu (Shipment >Create Shipment) at the top of the page. Sept. 25, 2007 E- process.

Q.  Why is air the default service level in E-Ship Online?
A. We recently changed the interface for our online shipping system. When this change was installed, the default preference for yet-to-be migrated customers (predominantly Field and National Accounts) that previously used OLS was set to air. We made changes to our system last night which removed this default. When customers log in to E-Ship Online today (Sept. 25) they will need to choose whether they want their shipment to travel by ground or air. If they do not make a selection, they will be prompted to do so before their shipment can be processed.

Q. Multiple Tracks?
A. Multiple tracking requests can be easily done by sending an email to track@purolator.com or suivi@purolator.com. Type each PIN number (parcel identification number) on a separate line. Each line represents a PIN. No subject text is required.

Q. How do I register?
A. You can register by clicking on the "SHIP NOW" button. This button will launch you into the registration process.

• Go to Purolator.com
• Click on the e-customer Logon SHIP NOW button
• If you have previously shipped via purolator.com, enter your username & password and begin shipping
• If you would like to register as an e-customer click on the Purolator e-customer button· In the registration screen select a username & password. Enter additional account information
• Confirmation of your new Username & password will be instantaneous

Q. How can I seek help regarding online shipping?
A. You have three options to receive assistance:
1. Submit our technical group a question via email.
2. Use the online help function within the online shipping screens.
3. Call the technical automation group phone number at 1-800-459-5599.

Q. What are the advantages of online shipping?
A. It's simple: Online shipping is quick, easy and always available wherever there is Internet access. For customers without an account number - just use your credit card online.

Q. Is there any additional cost to online shipping?
A. No. There is no additional cost. All that is required is an Internet connection and a laser printer to start shipping.

Q. How can I become an online shipper?
A. There are two ways to become an online shipper:
1. Account customers can register with online shipping to receive a User ID and password to start shipping. Once registered, ecustomers can ship right away.
2. Credit card customers can start shipping immediately or have the option to register and receive a User ID and password after their first shipment.

Q. Why should I register for a User ID when shipping online?
A. Only registered users can:
1. Receive and maintain a personalized address book.
2. Pay by account.
3. Maintain shipment history files.
4. Type their personalized default settings only once!

Q. What are the steps involved in using a credit card online?
A. Credit card use is very simple for the customer. Once the shipment information and the credit card number are entered, the transaction takes place. This will take a matter of seconds depending upon the speed of your Internet connection.

Q. Do I receive a receipt/invoice record of payment?
A. Instead of receiving a receipt or invoice after making a credit card payment online, a PIN number and a bill of lading is generated onscreen. A message will state that the credit card payment has been accepted and completed.

Q. Is it safe to use a credit card online?
A. Yes. Purolator does not hold any our of customer's credit card information. The credit card section of the web is 128-bit encrypted which is the highest level of security in North America today. In addition, a Purolator Privacy Statement and a Verisign logo reassures customers that Purolator's site is secure. Verisign is a leading provider of Internet trust services. To date, Verisign has:

1. Established reputable relationships with industry leaders; for example, AT&T, Microsoft, RSA Security and Visa.
2. Provides widespread utilization of digital certificate services (issued over 180,000 website digital certificates to companies and over 3.9 million to individuals).
3. Guarantees the security of credit card and payment information between thousands of electronic commerce sites and their customers.
   

For more information, view our Privacy Statement.

Q. Do I need any special shipping paper or labels to ship online?
A. No. All you need is a printer and 8.5" x 11" computer paper to produce a Shipping Label. The Shipping Label is then attached to the package you are shipping, preferably with a "labelope".

Q. What is a labelope?
A. A labelope is the plastic pouch that you affix to your package to securely hold your bill of lading. Once the bill of lading is printed and folded in half, you simply insert it into the labelope and affix it to your package. Then, you are ready to drop off the package or have it picked up.

Q. Where can I get labelopes?
A. Labelopes can be easily found in our shipping centres or you can order them online or through our customer service group at 1 888 SHIP-123. Our couriers also have a limited supply of labelopes in their vehicle.