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FAQ Business
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Business
PostPay allows you to offer your customers a very quick and easy form of online ordering. The payment process during checkout is one of the main reasons for order cancellations. With PostPay, you have the opportunity to increase your checkout conversion rate through this fast and simple solution.
You can use the item tracking service to check if the item was already delivered to the customer. At this point, it is safe to assume that the payment has been made. For now, there is no way to see if the payment was made before the delivery.
For every payout, you will receive a list of all sales credited to the internal account that Austrian Post keeps for your PostPay transactions.
Just as for payment transactions, we charge 35 cents for processing refund transactions.
No. The amount to be refunded can also be a part of the original amount. However, the refund must not exceed the amount previously paid via PostPay.
Yes. You can initiate multiple refunds until you reach the total paid via PostPay. The sum of all partial refunds must not exceed the original amount paid.
This is not a problem. If no additional collection is required for the additional item, this process is irrelevant for PostPay. However, if a collection is required for the item, it constitutes a separate transaction that requires a separate order in the shöpping portal. The initiation of PostPay as a payment method is inseparably linked to the confirmation of the shipping notification in the shöpping portal.
No. The PostPay cash-on-delivery service is only available for items shipped and delivered by Austrian Post.
If the item is already on the delivery route at the time of the shipping notification, the recipient can no longer make the online payment, and doorstep collection cannot be fully guaranteed. Therefore, it is crucial that you submit the shipping notification promptly, ideally no later than when handing over the item to Austrian Post.
Austrian Post can perform a subsequent collection on your behalf. In this case, an invoice will be sent to the recipient, and reminders will be issued if necessary. If this approach is unsuccessful, the claim will need to be enforced through legal channels.
If the recipient has already paid online, Austrian Post will process the refund at your request. You can initiate the refund through the shöpping vendor portal.
Just as for payment transactions, we charge 35 cents for processing refund transactions. In this case, you, as the sender, must initiate a refund in the shöpping vendor portal by booking a return. This will return the money to the recipient. Resending with PostPay as an additional service is currently only possible through a new order.
The credit is applied after the payment has been received from the customer.
No. The credit is only applied once the item has been paid for by the recipient and the money has been received by us.
If you do not respond within a reasonable period or fail to provide evidence that the complaint is unjustified, we will assume that you acknowledge the complaint as justified. Consequently, the transaction will be reversed.
If you have acknowledged a complaint as justified, we will debit your account with Austrian Post for the collection amount.
You can post them at Austrian Post service locations (postal branches, Post Partners) and, provided that you have a deferred payment agreement, at any of our 6 Austrian Post distribution centers.
Go to branch locator
Under specific circumstances (e.g., providing preparatory services, shipping preparation, reaching specific volumes and posting at a distribution centre), we may grant discounts. For detailed information about discount options and requirements, please contact customer assistance or your account manager.
The two-line franking impression to be placed on the outside of the item reads as follows: Österreichische Post AG Info.Mail Werbung Entgelt bezahlt
In the case of single-line franking impressions, there is the option of replacing the word "Werbung" with a W as shown in the example below: Österreichische Post AG Info.Mail W Entgelt bezahlt
You can notify us about your items via the Österreichische Post Posting Tool (mandatory use for 50,000 items of Info.Mail Advertising Classic and up and for 10,000 items of Info.Mail Advertising Plus items and up), please provide this information ab least 5 business days (except Saturdays) before the day of posting. For Info.Mail Advertising PLUS items, we will provide all necessary forms such as posting lists and bundle labels, if needed.
With this additional service, you will receive a free banner campaign with 10 banner displays per piece of Info.Mail for every posting of 25,000 units or more. This will give your mailing campaign greater reach, allowing you to easily reach more new customers at no cost.
As keywords, essentially all terms that relevant users search will work. Too specific or unusual keywords are less frequently used in search queries and may lead to fewer banner displays. A keyword list (formats: Word, Excel, or CSV) should include at least 50-100 search terms, including broader keywords. The number of search queries resulting from a keyword list fundamentally defines how many banner displays can be achieved. Example: The search terms "torque wrench" or "impact driver", for example, generate significantly fewer search queries than broadly defined terms like "tools" or "DIY store".
You can notify us about your items via the Österreichische Post Shipping Manager (mandatory use for 50,000 items of Info.Mail Public Classic and up and for 10,000 items of Info.Mail Public Plus items and up), available on ELLA; please provide this information ab least 5 business days (except Saturdays) before the day of posting. For Info.Mail Public PLUS items, we will provide all necessary forms such as posting lists and bundle labels, if needed.
The smallest possible distribution option is by distribution area. However, for Info.Post Classic items, municipalities can also be selected.
All services related to unaddressed advertising items are subject to advertising tax. The advertis-ing tax is collected and paid by Austrian Post.
This is information by the authorities to citizens about topics related to national administration issues (roadblocks, energy supply, forestry issues, pest control, etc.).
The following Info.Post Classic products are NOT subject to advertising tax.
No, because the pool of recipients of Info.Post Collect does not include recipients who have opted out of advertising. Official notifications can be sent as Info.Post Classic items only.
All services related to unaddressed advertising items are subject to advertising tax. The advertising tax is collected and paid by Austrian Post.
The following Info.Post Collect items are NOT subject to advertising tax.
At any of Österreichische Post's three collation centres.
Requesting this authorisation is easy and is done online via the business client portal by Österreichische Post, available at ella.post.at. No registration for the business client portal is required.
Information about daily events or subject-matter issues such as religion, culture, art, politics, science, economy, sports, associations, etc.
Letters sent to us on a business day (except Saturdays) by 5:00 p.m. will be posted on the following day (except Saturdays). Items will be delivered on the following business day as PRIO letters.
Addressed advertising items (Info.Mail Advertising) are processed within 5 business days. Items are delivered one day afterwards.
Every item will be placed in a C5 window envelope. Therefore, the recipient address must be part of the letter and must be correctly positioned.
Tip: use our Word templates for accurate positioning.
To send mail merge, create your letter and save it as a PDF. You will then receive a document that includes all your individual letters in descending order.
Open the page "New item" and select the option "Mail merge".
As a next step, please enter the number of pages of your letter so that individual items can be correctly created. Example: Enter "2" in the entry field if your individual letter consists of two pages.
Important information: all individual letters for the mail merge must have the same number of pages.
Addressed advertising items are personally addressed items with an advertising purpose, designed to encourage recipients to buy or to start a dialogue with clients (direct marketing). All variations must have exactly the same format and weight as well as sender. Addressed advertising items must meet the following specifications:
What items are considered addressed advertising items?
What items are not considered addressed advertising items?
If you do not want any undeliverable items returned to you, you can either not indicate anything on your items or place the following information on all your items above the recipient's address in the address field, making sure the information is clearly visible:
"Retouren an Postfach 555, 1008 Wien" or "Nicht retournieren". If you indicate anything other than the information above, we will charge additional postage as indicated in our fee schedule under "Rates" on einfach-Brief.at.
To have undeliverable items returned to you, please print the return address on all your items. It must be clearly visible and placed above the recipient address in the address field. Please use bold letters. We recommmend using a smaller font than the one used for the recipient.
We will charge returned items individually along with shipping. For postage rates for return items, please see our rate overview.
If you have paid for your order using our payment service, we will e-mail you the invoice on the day after the mail has been posted.
If you have a deferred payment agreement with us, we will e-mail you the invoice as agreed.
The platform has been designed and tested for the following browsers (in alphabetical order):
We recommend using the latest browser versions because these always support the latest technology. Adobe Acrobat Reader or a similar PDF viewer tool should be installed on your PC because the web browser will need the plug-in to display PDF files.
Unfortunately not. If you would like to take your items to one of our distribution centres for processing, you need to sign a deferred payment agreement (please contact your customer advisor or call our hotline at 0800 212 212).
As a general rule, postage for letter mail is exempt from VAT, provided it is delivered within the framework of the universal service. This means that only items posted at the distribution centre or under a special agreement are subject to VAT. Business letters do not fall under the universal service and are therefore always subject to VAT.
Yes. These items may weigh up to 7 kg.
Yes, the following additional services are available:
The hybrid letter with advice of receipt is the most inexpensive option. For detailed information, please click here.
Yes, to use that option, a special agreement is required. Please contact your customer advisor or call our hotline at 0800 212 212.
For detailed information, please see our rate calculator.
We have many additional services to fit your shipping needs. Additional information is available here:
