Irish Export Cooperative NDRC Clicktailing Programme

Irish Export Cooperative
Clicktailing.com
Chris Gordon
28th May 2013
exportcoop.ie @chrismmgordon

Overview
• Intros
• Hopes & Fears
• The Run-Down on Exporting
• How to Ship
• Q&A

Who am I?
Trophies Awards & Gifts Store Irish Export Cooperative

Where does this tie in?
Where does this tie into Clicktailing?
• Week 1 Intros and Photos
• Week 2 Setting up your store
• Week 3 Marketing and SEO
• Week 4 Logistics & Shipping
• Week 5 Launch & Sell!

Rate Card
• Country
• Weight
• Delivery Time
• Dimensions
• VAT
• Packaging Costs
• Label

Shipping

Add a country

Countries
• Which countries should I choose?
• Customs and excise
• Language
• Insurance
• VAT
• IP Infringements

Price Based Shipping

Weight Based Shipping

How to add Shipping Locations
To add a country to the list of places your Shopify store
will ship to:
• From your shop admin, go to the Settings > Shipping
area.
• From your Shipping page scroll down to the Shipping
rates section.
• Select Add a country. A new window will appear.
• Type in the name of the country you would like to add
shipping to.
• Once you have located the country, click Add country.
The new country should appear in the shipping rates
list.

How to add Shipping Rates
• To begin setting up your store’s shipping rate:
• From your shop admin, go to the Settings > Shipping
page.
• Locate the “Shipping rates” section.
• Decide how you would like to calculate your shipping
costs. There are 3 ways Shopify calculates shipping
costs during checkout:
– Price based
– Weight based
– Carrier calculated rates
• You can also offer multiple shipping options including,
ground, priority or overnight.

How to add Northern Ireland Rates
• Click ‘Add shipping rate’ for United Kingdom
and/or Ireland
• Use a title such as ‘Northern Ireland Courier 1-
2 Days’
• Input weight range
• Input shipping price including tax

Local Pick Up

Collection & Drop offs
• Do you know the depot?
• Can it be arranged to ship
• Do you have the correct documentation and
labelling with the item
• Confirmation Number

Costs
Details Cost €
Product 25.00
Cost of Delivery 5.00
Cost of Packaging 2.00
TOTAL Net 32.00
VAT (21%) 6.72
TOTAL Gross 38.72

Carrier Calculated Shipping

Taxes

Taxes
Include taxes in prices
The Shopify T-shirt costs €20. “All taxes are included in my product prices”
is checked off, meaning the customer will always pay €20 + shipping. Not
€20 + shipping + taxes. The taxes will be deducted from the €20 so that
you, as the store owner, take on the expense. Your customer is happy
because what they see is what they pay.

Sale of Goods and Supply of Services
Act 1980
• Under the Sale of Goods and Supply of Services Act 1980, anything
you buy from a retailer must be:
• of merchantable quality
• fit for its normal purpose, and reasonably durable
• as described, whether the description is part of the advertising
or wrapping, on a label, or something said by the salesperson.
• When you buy goods from a retailer, you make a contract with
him. He agrees to provide certain goods to you for a certain price. If
your purchase turns out to be faulty, the retailer, not the
manufacturer, is responsible to you and must sort out your
complaint. You are entitled to a refund, a replacement or a repair.
• You do not have to take a credit note if your complaint is covered by
the Sale of Goods Act. You can insist on a refund, a replacement or
a repair

Returns
• Accept returns – Full, or part, or replace
• Prevent the return – Great explanations –
videos, product information – user reviews
• Make it easy
• No hidden return costs
• Time frame limitations
• Knowledgeable staff
• Keep customers informed

Returns - Zappos
Zappos has found, people who regularly return items can
be some of your best customers. It says that clients
buying its most expensive shoes have a 50% return rate.
According to Craig Adkins of Zappos:
Our best customers have the highest returns rates,but
they are also the ones that spend the most money with us
and are our most profitable customers. Zappos' modus
operandi is not to give its purchasers the cheapest
footwear on the block, but to give them the best service:
hence, a 365-day returns policy, and free two-way
shipping.

Delivery Confirmation
• Some buyers will say that they have never
received an item. When shipping, you should
consider using delivery confirmation. This may
be an extra
• Track & Trace
• http://track.anpost.ie
• http://dhl.ie

Fulfilling Order

Tracking Number
Click on ‘Fulfill line item’
Tracking Number i.e. track.anpost.ie

Returns
• There is no obligation on the consumer to
physically return faulty goods to the retailer.
However, it is advisable to bring them back as
soon as a defect is discovered
• Arrange to collect item
• (Amazon €25 limit)
• Exchanges can be dealt with in Shopify by
replacing the item received with a similar item
and ensuring that the stock levels are corrected.

Returns
1. Click ‘Cancel Order’ on
top right hand side of ‘Order’

Refunds
Reason for order cancellation
Customer Changed/ Cancelled
Order
Fraudulent Order
Items Unavailable
Restock Items (Checkbox)
Send a notification to the Customer
2. Click ‘Cancel Order’

Order Cancellation

Restock
Ensure quantities are refilled after the order has been cancelled.
This can be done in ‘Product’ > ‘productname’ > ‘Inventory’
Make sure to stock check regularly

Refunds - Realex
Log into Realex Control Panel
https://emerchant.payandshop.com/realcontrol.asp

Refund -Realex
3. Click on ‘Batched Transactions’ in Realex Control Panel
4. Find the order and refund the customer (Check out Realex Guide
https://emerchant.payandshop.com/Home/docs/realcontrol%20user%20guide.pdf)
[Image removed]

Realex Refund Panel
• Order ID
• Amount
• Card number
• Expiry Date
• Cardholder Name
• Security Code
• Issue Number
• Refund password

Recap Refunds
• 1. Click ‘Cancel Order’ on top right hand side of ‘Order’
• Reason for order cancellation
• Restock Items (Checkbox)
• 2. Click ‘Cancel Order’
• 3. Confirm stock is correct by stockchecking
– Ensure quantities are refilled after the order has been cancelled.
– This can be done in ‘Product’ > ‘productname’ > ‘Inventory’
• 4. Log into Realex Control Panel
https://emerchant.payandshop.com/
• 5. Click on ‘Batched Transactions’. Find the customers’ transaction
and refund the outstanding amount.
– More information in
https://emerchant.payandshop.com/Home/docs/realcontrol%20user
%20guide.pdf

Refund Policyexportcoop.ie @chrismmgordon

Shipping Costs
Shipping rates are determined by
• Distance
• Size
• Weight – Make sure to be precise on your
product weights
• Other factors
An accurate scale is necessary to prevent carrier
charge-backs.

Top 10 Tools to Have
• Calculator
• Packing tape & Dispenser
• Stickers
• Boxes
• Tape measure
• Accurate Weighing scales
• Printer for Order
• Currency Converter
• Envelopes

Packaging
• Cushion It
• Box It
• Label It
• Seal It

Cushioning It
• Use fillers like crumpled newspaper, loosefill peanuts or air-cellular
cushioning material, such as Bubble Wrap, to fill void spaces and
prevent movement inside the box during shipping.
• Wrap individual items with cushioning material and position them
away from other items and the sides, corners, top and bottom of
the outer container.
• Wrap fragile items individually with a minimum 3" (8-cm) thickness
of air-cellular cushioning material.
• Wrap individual items, as a general rule, with at least a 2" (5-cm)
thickness of air-cellular cushioning or foam material so items fit
snugly inside an inside box or corrugated outer container.
• For items that cannot be packaged in a container, pad and cover any
pointed and sharp edges with corrugated boards, adequate
foam, or air-cellular cushioning material, and tape securely

Cushioning It
• Good packing material examples
– Crumpled newspapers
– Egg cartons
– Shredded paper
– Bubble Wrap
– Folded cardboard

Cushioning It
• PREPARE FOR IT TO BE DROP KICKED!

Box It
• Place items that might be damaged by normal handling, such as
soiling, marking or application of adhesive labels, in a protective
outer box.
• Ship non-fragile products like soft goods inside a sturdy outer box.
• Pack chipboard boxes, such as gift or shoe boxes, in a corrugated
outer box.
• Consolidate small parts or spillable granular products in a strong
sealed container, such as plastic bag, before packaging in a sturdy
outer box.
• Use only outer boxes in good condition with intact flaps.
• Use double-wall boxes for heavier items.
• Make sure there are no holes, tears or corner dents in the outer
box.
• You can sometimes reuse packaging that the items came in

Box Itexportcoop.ie @chrismmgordon

Labelling
• Use the full postal address. Where an address
has a postal/zip code, make sure to include it.
• Always include your return address
• If item is being couriered, include mobile
phone number on the parcel
• Include a business card with website
information, name, address
• Printed statement showing the items

Print Orders
• You may want to include a printed copy of an
order in the box when you ship it to a customer.
This is easy to do.
• To print an order:
• From your shop admin, go to the Orders page in
your admin panel.
• From the Orders page, click on any order number
to view the Order info page.
• From the Order info page click the Print button
located at the top right-hand side of the page.

Label It
• Place delivery information inside and outside the package,
including an address for your recipient and for yourself.
• Do not list a P.O. box address for U.S. recipients
• Remove or cross out any old address labels on the outer
box.
• Place package labels and packing slips facing the same
direction on the same side of the package.
• Avoid wrapping labels around a corner or directly on an
edge or seam of the package.
• Place shipping labels on the package's largest surface.
While we cannot ensure compliance with markings such as
"Up" arrows or "This End Up," properly placing the shipping
label increases your chance for the preferred orientation.

Label Itexportcoop.ie @chrismmgordon

Seal It
• Use pressure-sensitive plastic tape, water-
activated paper tape (minimum 60-lb. grade)
or water-activated reinforced tape that is at
least 2" (5 cm) wide.

Add in mobile phone if by courier

Dimensions
• The An Post Parcel rate of postage caters for
items up to the following size dimensions and is
subject to a physical & dimensional weight limit
of 20kg.
• Dimensions Maximum dimensions: Length: 1.5
metres Length: + Girth 3 metres  To calculate
the Girth: 2 x (Depth + Width)

Question
Why is weight and volume important in
packaging?

Volumetric Weight
• The volumetric weight of a shipment is a
calculation that reflects the density of a package
• A less dense item generally occupies more
volume of space, in comparison to its actual
weight
• The volumetric or dimensional weight is
calculated and compared with the actual weight
of the shipment to ascertain which is greater; the
higher weight is used to calculate the shipment
cost.

Collections
• Items under 25kg
– Per item – All items are paid for separately – e.g.
An Post couriers
– Per order (up to 10 items) – All items are paid for
as a whole – e.g. DPD
• When destination is the same, be sure to
know which carrier provides best value

An Post Services

Letter / Post card limits
• Limits
• The Letter/Postcard rate of postage caters for items no larger than
C5 in size (i.e. the size of an envelope containing a folded A4 sheet
of standard paper).
• Dimensions: Minimum: Length 140mm; Width 90mm; Depth
0.18mm  (with a tolerance of 2mm)  Maximum: Length 235mm;
Width162mm; Depth 5mm
• Weight: Items which qualify for the Letter/Postcard rate of postage
must weigh no more than 100g.
• If you cannot fold your items to fit this size, or they are bigger or
heavier than the maximum size and weight limits, they may be
classed as large envelope, packet or parcel items.

Large Envelope Limits
• Limits
• The Large Envelope rate of postage caters for flat items, such as an A4
sheet of standard paper, no larger than the maximum dimensions below
and weighing no more than 500g.
• Dimensions:
• Minimum: Length 140mm; Width 90mm; Depth 0.18mm
• (with a tolerance of 2mm)
• Maximum: Length 400mm; Width 300mm; Depth 25mm
• Weight: Items which qualify for the Large Envelope rate of postage must
weigh no more than 500g.
• If you cannot fold your items to fit this size, or they are bigger or heavier
than the maximum size and weight limits, they may be classed as packet
or parcel items.

Packet Limits
• Limits
• The Packet rate of postage caters for items within the
following dimensions.
• Dimensions: Minimum dimensions: 100mm(L) X 70mm(H) X 25mm(D).
• Maximum dimensions: for a packet are a combined length, height and
depth of 900mm. No individual dimension can exceed 600mm, with a
tolerance of 2mm. In tube form the maximum dimensions are the length
plus twice the diameter 1,040mm with no one dimension exceeding
900mm, with a tolerance of 2mm.
• Weight: Items which qualify for the Packet rate of postage must weigh no
more than 2kg.   Items that are bigger or heavier than the maximum size
and weight limits of a Packet will be classed as a Parcel.

Insurance
Physical damage
Loss
External causes
Prices may vary (15 Euro per kilo)
Insurance Pay Out Days & Times (30 Days DHL)

Insurance An Post
• Republic of Ireland C4 Envelope
• Insurance cover  Optional insurance is available
on ExpressPost for €2.  Insurance is included up
to €350 for International Courier Service
worldwide  (Compensation payable based on
declared value of item at time of posting).

Insurance DPD
• Northern Ireland parcels
• All parcels sent with DPD Ireland from Northern
Ireland, with the exception of Goods carried but
not insured, have standard liability cover of
£10.00 per kilo per consignment, up to a
maximum of 100kgs.
• Extended liability of £3,000 per consignment is
available for an additional fee of £5 for deliveries
within the United Kingdom and the Republic of
Ireland.

Items not insured
• Goods Carried but not Insured
• Please note this is not an exhaustive list, if you are unsure as to whether
your goods are covered by insurance please contact your courier
• Ceramic Goods -Tiles etc
• Pottery, Earthenware etc
• Second Hand vehicle parts
• Vehicle body panels - new or old
• Formica
• Glass
• Old Vehicle Radiators (new boxed radiators are carried and insured)
• Fax machines/printers/photocopiers containing ink or ink-like
substances
• Perishable items (excluding meat, which is banned)
• Plants

Customs & Excise
• When sending parcels abroad you will need a customs
declaration form.
• Includes – Description of goods, value and whether
they are gifts or commercial items
• International parcels with a value greater than €300,
use the CP72
• All other items should have a CN22
• Complete the relevant form in full and attach to your
parcel
• S.A.D. (Single Administrative Document) – Required for
items declared value in excess of €650

CN22

CN22
1. Important! Do NOT use general description like
clothing, toy, CD e.t.c. Please use detailed description with
quantity e.g. 1 pair of shoes; 1 cotton T-Shirt; 2 Music CD;
1 Transformer Toy Figure e.t.c.
2. If known, Weight per item
3. Important! Value per item
4. If known, Customs tariff number
5. Important! Country of origin. Where were the goods
produced? If unknown, where did you buy the goods?
6. If known, Total Weight
7. Important! Total Value, in case of multiple items
8. Important! Date and Sender's Signature

Storage & Fulfillment
• Fulfillment Companies
• Some companies can offer tailored service solutions depending on your specific
customer requirements. Here are some key areas where theycan add value to your
business:
• Receipt of Goods
• Storage
• Inventory & Returns Management
• Labeling
• Order Picking & Packing
• Order Management & Credit Control
• Cross Docking
• Despatch Management
• Localisation
• Diagnostics & Re-boxing
• Reverse Logistics

Further Q & A
• Questions & Answers for An Post - DHL

Export Charges
• http://www.revenue.ie/en/customs/leaflets/e
xport-procedures-guide.pdf

Irish Export Cooperative NDRC Clicktailing Programme

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