FAQs2018-09-13T08:52:49-07:00

Frequently Asked Questions

Setup

Log on to your account at: https://my.parcelpending.com/user/login and select the option to close your account. Please note that by closing your account you may not be able to receive all of the packages that are sent to you and you may need to make arrangements with another delivery service.

We do not charge a “cost per package”; however, each property has their own setup and storage fees (if you exceed the normal pick-up duration). You can view these fees on your account portal at: https://my.parcelpending.com/user/login.

Parcel Pending utilizes an independent provider of data security services, Authorize.net, to process credit card transactions. Parcel Pending does not process or retain your credit card data. The process used to capture and store your credit card data is PCI compliant.

Every account must have a current credit card on file. There could be multiple accounts associated to a single apartment (e.g. roommates). However, if there are multiple people on a single account, there only needs to be one credit card on file.

A valid credit card is required at registration to cover any registration or storage fees that may occur while you use the locker. Your credit card information is securely stored by a third-party credit card processing company and the process is PCI compliant. We do not store your credit card information.

Anyone that received a package should register. You can have up to 10 people, like roommates, registered per account or everyone can have their own account.

Shipping

Your mailing address does not change when you use the Parcel Pending lockers.

The period of time that you have before a storage fee is charged, or before a package is removed from the locker and returned to sender is set by, varies with each community. Please review the Terms and Storage fees on your account portal for specific information: https://my.parcelpending.com/user/login.

Picking Up Your Packages

You will need to check with your property management as every property and courier service has different procedures for this situation. Some couriers will return the package back to their “hub” and attempt to re-deliver at a later date, while others will return to sender. Make sure you sign up as soon as you can so you can easily get your packages.

If your package will be left in the locker for a period where you will incur storage fees, you can do three things:

  1. Provide the access code to someone and have them pick up the package for you.
  2. Log on to your account and set your account to Vacation mode (see question above).
  3. Give us a call at 855-316-4756 and we can set your account onto Vacation Mode for you.
  1. Login into your MyParcelPending.com account at: https://my.parcelpending.com/user/login.
  2. Click on the “Vacation” tab.
  3. Select “Vacation” and press enter.
  4. Enter the dates you’ll be gone. You will have until 11:59pm the day after you’re set to return home to retrieve your package before any storage fees begin to accrue.

Generally this means that your package is too large for the locker. If this happens you should call us at 855-316-4756 when you are near the lockers and we can open them remotely, or you can go to the property’s management office and they can manually open it with a key.

Your property may or may not have refrigerated lockers. If it does, and your package indicates that it contains perishables, your package will be delivered to a refrigerated locker. If your property does not have refrigerated lockers you may need to pick up your package as soon as you receive the delivery notification.

You can change your locker preferences on your account at: https://my.parcelpending.com/user/login and select that your packages be delivered to lockers below 4 feet. Your courier is notified of this preference and the system will automatically select these lockers for your packages.

You will still receive a delivery notification text or email and instructed to retrieve your package from your property’s management office or at the local courier hub, depending on your community’s policies.

There are two things you can do if you delete your access code notification:

  1. Log in to your account and look at your “Parcel History” page: https://my.parcelpending.com/user/login, or
  2. You can also contact Parcel Pending at help@parcelpending.com or (855) 316-4756, and we can provide you with the access code.

You will receive a text or email notification with a unique access code when you have a package delivered. There are 4 simple steps to pick-up your package:

  1. Go to the lockers that contain your property’s packages.
  2. Press the orange “Parcel Pickup” button located on the locker kiosk.
  3. Enter your unique 6-digit access code found on your text or email notification.
  4. Retrieve your package from the locker that opens.

Troubleshooting

Contact us at Parcel Pending at 855-316-4756 or email us at help@parcelpending.com. We can reset the code so you are able to retrieve the package from the locker.

  1. Check to see if your package was delivered to your apartment.
  2. Check your mailbox.
  3. If you received 2 codes, check that your package is not in one of those lockers. Sometimes a courier selects a locker that is too small for your package and then places your package in a larger locker. You will get 2 notifications if that happens.
  4. Contact Parcel Pending at 855-316-4756 and we’ll research your situation.

Notify your apartment community management team or contact Parcel Pending at 855-316-4756.

  1. Press the BACK button to get to the Start Screen (If your property has multiple kiosks, please make sure you’re at the correct kiosk, this will be found in your notification, e.g. Kiosk A, Kiosk B, etc.).
  2. Press the “Parcel Pickup” Button.
  3. Enter your 6-digit access code.
  4. If you are still receiving an Invalid Code error, make sure this is not an old code that was already used to retrieve a package.
  5. If none of these troubleshooting tips are successful, give us a call at 855-316-4756.

log in to your account https://my.parcelpending.com/user/login and confirm:

  1. That you have an active account set up or the primary resident on the account has registered you on the account.
  2. That your email address, telephone number and cellular/mobile phone number is correct.

If the information is correct, and you’re still not receiving notifications, please contact Parcel Pending at help@parcelpending.com or 855-316-4756.

Changing Your Account Settings

  1. Log into your account at https://my.parcelpending.com/user/login.
  2. Select the “Moving Out” tab.
  3. Click on the words “Move Out”.
  4. A pop-up window will appear where you can enter your move-out date.
  5. Enter date, then click “Save” towards the bottom of the page and you’ll be moved out on that date.

If your new apartment community is already using the Parcel Pending locker system, all you’ll need to do is:

  1. Log into your account at https://my.parcelpending.com/user/login.
  2. Select the “Moving to a New Property” tab.
  3. Complete the required information.
  4. If there is a registration fee at your property, your card on file will be charged. All new terms and conditions for your new property will be available on this screen.
  1. Sign into your account on https://my.parcelpending.com/user/login.
  2. Click “Edit Profile”.
  3. Scroll down to “Change Address” and add the information required.
  1. Log on to your https://my.parcelpending.com/user/login.
  2. Under “Manage Payments” click on “Add Credit/Debit Card,” enter all required fields, once finished, click save.
  3. Then under “Manage Payments” choose “Make Primary” under the credit/debit card you want as your primary credit/debit card.

You can make any adjustments to your account via https://my.parcelpending.com/user/login.

  1. Click on the “Manage Occupants” tab
  2. Click on the name of the occupant moving out.
  3. Locate “Moved Out?” towards the bottom of the screen and move the button to YES, then click SAVE.

Our friendly staff is pleased to offer 24/7 Always On Customer Service at (855) 316-4756 or help@parcelpending.com.

Log in to your account at https://my.parcelpending.com/user/login and click on the reports tab.

Parcel Pending is dedicated to ensuring the security of resident credit card information. We are partnered with Authorize.net (a Visa Corp. company) as our credit card processor, as they are one of the best in the industry and support some of the largest online websites. Authorize.net is committed to safeguarding customer information and combating fraud, and adheres to both strict internal security policies and industry security initiatives. Authorize.net utilizes industry leading technologies and protocols, such as 128-bit Secure Sockets Layer (SSL) and are compliant with government security initiatives. Parcel Pending does not store residents credit card information.

Multiple accounts can be created per apartment number. In this situation, each roommate would create their own account.

Only one credit card is required per account. Multiple occupants can be added to one account during the sign-up process. Note, the primary resident on the account is subject to incurring fees for occupant related charges.

To ensure no interruptions or delays in deliveries, all residents should sign up.

  1. Residents can shop anywhere online and provide their home address and unit number for shipping.
  2. The courier delivers the package into the Parcel Pending Electronic Locker System.
  3. The resident is instantly notified via email and/or text message of your delivery along with a unique access code.
  4. The resident enters their access code into the locker and retrieve your package.

Please contact our Account Management/Courier Team at (855) 316-4756 and we can assist with providing a code and or answer questions on how to use the locker system.

If the lockers are full, overflow would go to the property management team at the office or taken back to the local courier hub for pickup.

The property management team will have the option to sign if they so choose or you can attempt the resident’s door to acquire the signature.

Access codes will be provided by the property management team via a courier guide or you can call Parcel Pending at (855) 316-4756.

If you are visiting the property for the first time after installation, then you can check with the property management staff on where the lockers are located. The same thing applies for a new driver to the area and or property. Site maps can be made available as well.

  1. Customers purchase items online through the retail website and select to pick up the item in store. (Buy Online Pickup In Store- BOPIS)
  2. A retail staff member places the package in the locker.
  3. The customer instantly receives notification via email or text message that their item is ready for pick up. This message includes a unique access code.
  4. The customer enters their code into the locker kiosk and retrieves their package.
  1. Retail smart lockers create an efficient experience for both on-site staff and customers. Where a pick-up transaction may currently take several minutes per transaction, the lockers can provide a more efficient process completing a transaction in under a minute.
    1. Retail staff can focus on helping customers with in-store purchases
    2. Customers are more likely to repurchase from the retailer if the experience is quick, convenient and efficient.
    3. Customers can try on their item in the store and return items back into circulation quicker.
  2. Click and Collect is trending higher in demand from Customers to meet the needs of immediate (same-day pick up) and secure delivery.
  3. Retailers can leverage an omni-channel experience for customers.
  4. Retailers can save on current shipping expenses.
Yes, the kiosk screen, emails and texts are customizable to represent a retailer’s branding and verbiage. At Parcel Pending, we understand the importance of providing a consistent brand experience and will work with you to customize communications to insure it is consistent with your brand.

Yes, the lockers can be custom wrapped with an image of your choosing. Retailers will provide the desired image to Parcel Pending.

Yes, this can display active offers for the store.

The customer will receive a text or email message notification that their package is ready to pick up. This notification option is selected by the customer at the time of the order.

On-site retail staff will be responsible for placing packages in the lockers.

Initially, it is estimated to take 15 to 20 seconds to place a package in the locker.

Parcel Pending provides a specialized portal including real-time metrics and tools to maintain oversight of the system.

No, we do not recommend charging a fee for customer’s usage of the system.

Our system offers a 3-year warranty providing free replacement of any defective lockers. Our warranty excludes damage resulting from excessive wear & tear), vandalism and severe weather conditions.

Parcel Pending locker systems are designed to meet ADA requirements. Some of the accommodations on our system include keypads, voice-activated kiosk notices and locker height accessibility.

Typically, we recommend 3 days. However, this is customizable based on the retailer’s preference.

Yes, a reminder is automatically sent daily until the customer picks up their package.

The customer will contact Parcel Pending directly and we will assist them in retrieving their package. Our contact information is provided in the text and email communication sent to the member.

Our Account Success team will work with your on-site staff to train them on the functionality of the system, how to load and retrieve packages as well as basic trouble-shooting. We will provide ongoing support for your retail staff as needed.

It is recommended to install the lockers in a space that is easily accessible to customers. Clear signage is also important to direct customers to the lockers.

Parcel Pending will work directly with your team to design a locker layout based on your current need and projected growth of the click and collect shopping experience. We are research-driven and work hard to provide an appropriate locker configuration when we install the system.

Our Parcel Pending team specializes in recommended locker configurations for your space. Our unique design does allow for retailers to easily added to an existing configuration.

The system is integrated with surveillance to collect photographic data when the package is delivered to the locker and retrieved by the customer. This is an option based on the retailer’s preference.

Yes, the Parcel Pending system can require a customer’s signature for pick up. The customer will be prompted to sign on the kiosk screen.

Parcel Pending lockers require a 110v electrical connection and an Ethernet line.

  1. Reduce on-site staff time spent sorting, organizing, contacting recipients and delivering packages.
  2. Allow them to focus on other business-related functions.
  3. Reduce the company risk of accepting and possible misplacement of packages.
  4. Allow associates the convenience of picking up their packages when it is best for them (even outside of mailroom hours).
  5. Insure packages are delivered promptly and securely to recipients.

Typically, we recommend email and or text messages for notification, but commercial properties will be able to customize this based on their preferences.

Absolutely! Mail can also be efficiently distributed using Parcel Pending lockers.

Depending on the location, this may either be completed by the courier or the on-site staff. We will work with you and the couriers to collaborate on the best process focusing on the reduction of on-staff efforts in package management.

Initially, it is estimated to take 15 to 20 seconds to place a package in the locker.

Parcel Pending provides a specialized portal for management staff including real-time metrics and tools to maintain oversight of the system.

  1. We do not recommend charging a fee for associate usage of the system at company properties.
  2. Commercial property management firms may choose to incorporate the fee in the rent or utilities to their clients.

Our system offers a 3-year warranty providing free replacement of any defective lockers. Our warranty excludes damage resulting from excessive wear & tear), vandalism and severe weather conditions.

Parcel Pending can assist with signing up all associates and tenants directly with the property management. We typically integrate with property management or company portals to manage package recipients in the system.

Parcel Pending locker systems are designed to meet ADA requirements. Some of the accommodations on our system include keypads, voice-activated kiosk notices and locker height accessibility.

  1. Typically, we recommend allowing 3 days for pick up. However, this is customizable based on the property’s preference.
  2. Note that associates or tenants can go on “vacation mode” if they are away from the office for a longer period of time.

Yes, a reminder is automatically sent daily until the associate or tenant picks up their package.

Your associates and management staff can contact Parcel Pending directly and we will assist them in retrieving their package. Our contact information is provided in the text and email communication sent to the associate.

Our Account Success team will work with your on-site staff to train them on the functionality of the system, how to load and retrieve packages as well as basic trouble-shooting. We will provide ongoing support for your staff as needed.

Parcel Pending will work directly with your team to design a locker layout based on your current need and projected growth of package deliveries. We are research-driven and work hard to provide an appropriate locker configuration when we install the system.

Our Parcel Pending team specializes in recommended locker configurations for your space. Our unique design does allow for properties to easily added to an existing configuration.

The system is integrated with surveillance to collect photographic data when the package is delivered to the locker and again when it is retrieved by the recipient.

Yes, the Parcel Pending kiosk can require a signature when the package is picked up. The individual will be prompted to sign on the screen.

Parcel Pending lockers require a 110v electrical connection and an Ethernet line.

Absolutely! Just provide Parcel Pending with the image and we can custom wrap the locker.