Online store instructions - Customer support

Online store instructions

Save your time – get ready-made instructions, texts and icons.
Reduce complaints – pack products appropriately.
Improve customer experience – present delivery methods to your customer in a clear and consistent way.
Increase conversion – the purchase decision is easier when customers know where and when the order will be delivered.
Increase customer satisfaction – the delivery process goes smoothly and transparently just as the customer expected.

Guides and tips

How to tell about delivery terms in your online store

You can present Posti’s different delivery types in your online store easily and simply by utilizing our prepared delivery type information. Download the information here (PDF).

If the delivery type selected by the consumer is not suitable for sending the product, we recommend that the following, for instance, be added to the online store’s general terms of delivery:

● We reserve the right to send small items as letters to your home address. ● We reserve the right to send items exceeding the parcel terminal maximum dimensions to a postal outlet.

Use Posti’s logo when offering Posti’s delivery or payment methods in your online store. In addition to the logo, you can use icons depicting our services. Download the materials from our image database.

How to present delivery methods on your checkout page

How to get Posti pickup points to your checkout page

Posti’s pickup points include Posti's Parcel Lockers and outlets in shops, grocery stores and kiosks. The network consists of over 2,700 pickup points in Finland and is growing rapidly, especially in shops, company premises and with Parcel Lockers in apartment buildings. To have the most up-to-date list of available pickup points in your online store, use Posti’s Location Service interface when searching for pickup points. This also enables you to use the latest services we offer to online stores, such as Fast track and weekend deliveries.

How to pack your orders

Using an EDI message helps you and the customer

The recipient’s contact details delivered in the EDI message enable an automatic tracking service for the recipient through Posti’s mobile application and directing of the parcel to the pickup point chosen by the recipient. Remember to always ask your customer to fill in as many contact details as possible in the online store (name, address, mobile phone number and email address) and deliver them to Posti in the electronic advance information, i.e. the EDI message. The mobile phone number is also a precondition for delivering parcels to the popular Posti parcel lockers.

E-commerce returns

The Customer Return service is used in e-commerce for returning products at the retailer’s expense in Finland. Once you sign a Customer Return contract with us, the consumer may return the products packed by him/her to the address indicated by the online store either through a parcel locker or a postal outlet. Posti charges you for the transport of the returned item.

Customer instructions for returning items when the online store pays for the return:

Example text – returns: You can return your order free of charge via a postal outlet. Pack the items carefully.

Example text – returns using a Helposti code: Order your return code from the address posti.fi/returnparcel by entering the item ID (a code beginning with JJFI). Drop off the parcel at any Posti parcel locker or service point according to the instructions.

Example text – returns without a Helposti code You can return an item through a Posti outlet. Attach the Customer Return address label provided by us or write our return ID xxxxxx (=the logistics contract number of your online store) on the item and take the item to a postal outlet.

Example text – returns to a Posti mailbox: Write our return ID xxxxxx (=the logistics contract number of your online store) and our return address on the item:

Company Ltd CUSTOMER RETURN Street Address 1 00000 City

Further information, minimum and maximum dimensions

Returns from abroad

An online store that has signed an international customer return contract (ERS) can offer its customers product returns free of charge from abroad to Finland. The returning item can be dropped off at the customer’s nearest postal outlet abroad. The postage fee of the return is invoiced from the Finnish online store that has signed the return agreement.

Customer instructions for returning items when the online store pays for the return from abroad: You can return your ordered items through a Posti outlet. Agree upon the return with our customer service and ask for an address label for the return. Pack the items carefully and attach the received address label on the parcel. Then you can leave the parcel with your nearest Posti outlet.

OmaPosti mobile application and shipment tracking

Tell your customers that they can track their items at our website or in OmaPosti application. OmaPosti gives your customers access to real-time item tracking, increases customer satisfaction and reduces the work load of your customer service team. By activating his/her mobile phone number in the OmaPosti application, the customer is automatically informed of deliveries without having to enter an item ID.

You can present this convenient service in your online store as follows: Start using Posti’s mobile application. Select the most suitable pickup location for your purchases in the application and track your item. Download the OmaPosti application to your smartphone from your phone’s application store()

Useful links to add to your online store

More help for online merchants