As Statewide Stay at Home orders spread throughout the entire United States, businesses face temporary closures, and local restrictions and social distancing limit residents from leaving the property, they are more likely to be ordering their everyday essentials online – meaning an influx of package deliveries to your apartment community.
We understand that the limiting of on-site staff and reduced management office hours provides little time for package management, so we wanted to provide you with a few tips to help you easily assist your residents whether you are on- or off-site:
Log into the Package Concierge Management Portal Daily
By taking less than five minutes a day to review the reports in your Package Concierge Management Portal, you can quickly monitor your automated locker system and help ensure it performs to resident’s expectations. Your Management Dashboard and reports allow you to check locker availability, resident registration, carrier usage and other locker activity stats that help you keep packages flowing through your system.
Remove "Time Expired" Packages
With the increase in package deliveries, your lockers may fill more quickly. A “locker reaching capacity” email notice, designed to remind you to check your system for packages not picked up in a timely manner, will be sent as your system is filled and hits the threshold you selected. This notification is your reminder to check your system for ‘time expired packages’ which on-site staff should retrieve from the lockers to free up space for more deliveries. With the state of the world right now, this could also be a trigger for you to check on the resident who didn’t retrieve their package and ensure that they are okay.
Assist Residents Who May Not Have Previously Used the Locker System
During this extended ‘Stay Home’ time, residents who previously did not purchase items online may now begin receiving packages for the first time. Depending upon how long it has been since they moved into the community, they may not recall the automated locker information you provided to them or even know there is a locker system installed.
Direct residents to the Package Concierge Resident Portal where they can access their account. If they don’t remember their username, they can simply click the link to have a new registration email sent to them. If you set up your system to require a PIN and the resident forgot what theirs is, they can receive a PIN reset email from either the Resident Portal, the mobile app, or the locker kiosk simply by entering their username.
Troubleshooting Common Package Delivery Issues
Empty Locker Compartment:
If your resident opens a locker compartment only to find it empty, it could be the carrier simply did not deliver the package correctly. Let’s face it, this package influx is directly affecting the carriers too, who may be in a hurry to complete their routes on time. For instance, the carrier might have selected the wrong person and in their haste, didn't follow the proper process to complete the transaction. Short of you opening every locker compartment within your system to search for the package, the resident should first contact the delivery company. The carrier info can be found in the Package Concierge delivery notification the resident received. Below are links to information for Delivery Service Providers you can share with your resident for package tracking:
Laser Ship: https://www.lasership.com/track.php
Stuck Locker Door:
Sometimes, if a delivered package is too big for the compartment it was placed into, it can press against the door/latch and cause it not to open. This is an instance where on-site management or maintenance personnel with authority to access the Maintenance features in the locker kiosk will be necessary to free the package.
One of the most frustrating things for a resident trying to retrieve a package is when they receive a notification from the carrier that a package is delivered but they have not received a text or email alert from the system. This may occur if the resident’s email or phone number is incorrectly entered in the system. In most cases you can quickly resolve this by checking their account in the Management Portal; but you can also direct them to check their own account in the Package Concierge Resident Portal. If you need assistance in helping the resident with their text or email message notifications, please contact us via email at email@example.com.
Conversely, a resident may indicate they are receiving a text or email package delivery notification after they have already retrieved their package. This situation may occur if the network briefly went offline or there was some type of phone or data interruption which delayed the notifications. Since the Package Concierge system is resident-based and not transaction-based, the resident can log in and determine if they have packages to retrieve. If however, delivery reminders continue even though a package has been retrieved, let the resident know they should contact firstname.lastname@example.org for assistance.
Providing Off-hours Assistance to Your Residents
Because you may not always be available to help your residents, consider posting a sign next to the package lockers and/or package room that directs residents who may need assistance with package retrieval during your off-hours, to the Frequently Asked Questions section found on our Support Page.
The Package Concierge customer support team is available to answer questions related to your apartment package locker system by calling 888-989-7225. . .but please be sure to also list your after-hours emergency maintenance phone number alongside ours in the event on-site assistance is necessary.
We hope when we are through this uncertain time in history that we will once again get to spend face-to-face time with you. But in the meantime, please do not hesitate to reach out to us if we can be of assistance to you and your residents.
Thank you again for choosing Package Concierge as your partner. We want you to know we are committed to supporting your needs and are working hard to ensure we continue to provide you with uninterrupted, dependable service and products.