Frequently Askes Questions about PostNord Digital Services
Claims
How do I create a claim?
You can create claims in two places:
Under "Claims" in the side menu, click "Create claims" in the upper right corner.
Under "Track & Trace", click on a shipment, then click on "Actions" and then "Create claim".
How do I close a claim?
Click on the specific claim and go to "Actions". At the bottom of the page you will find the button "Close the claim". Please note that once you close your claim, it will no longer be reviewed by us.
Track & Trace
What changes can I make to my package in Track & Trace?
In Track & Trace, under "Actions", it is possible to:
Send a new notification to your customer.
Form QR codes for return packages
What does EDI mean?
Under "EDI" you can see the packages that have been registered (you have created a label for in the system) but have not yet been received at terminal. EDI means "Electronic Data Interchange".
Where do I find the weight of a package?
To do this, click on the specific shipment.
Invoices
Where do I see my invoices?
You will find your invoices in the left menu of the Customer Portal.
How often do I receive invoices?
It depends on your agreement with PostNord.
When will I be franked for a label?
Only when we scan the label.
How do I postage registered letters and letters with a certificate of delivery?
Once you have created a label for your letter in the Customer Portal, do not stamp the letter. We register the shipment when we see it in our system. You pay by invoice.
Customer service
Can I get a notification of new customer service messages?
Yes. To do this, go to "Settings" in the menu, and then click on "Customer Service Messages" at the bottom right.
How do I find a case in Customer Service?
You can do this either by searching in the search box or applying the filters. You can search messages, complaints and shipments.
Settings
How do I create a new user?
To do this, tap the "Settings" tab in the bar on the left side of the screen. Then tap on "Users" that you can see in the top bar and then the green button "Create User". Fill in the information as shown on the screen and click create.
How can I find out which users are associated with my company?
You can do this by tapping on "Users". Below will be listed the different users associated with your company.
What are the benefits of creating multiple users?
We recommend that you create multiple users. If you have multiple users, you are always at the forefront of your shipments and are not dependent on the presence of a single person.
Products
What can I send with PostNord?
When you have a customer agreement with us, you get access to a wide range of products – both within letters, parcels and goods. Read more about products here.
TA System
What do I need with a TA system?
A TA system is necessary when sending packages, as this is what enables you to print package labels. Since PostNord does not manage TA systems in Denmark, you must choose one yourself after you have entered into your PostNord customer agreement. However, we have cooperation with several providers so that you can get a good price. Read more about shipping systems here.