Handling Packages

Handling Packages

Package handling is a significant component of your mailbox operation and a key differentiator for renter satisfaction. Packages require different handling procedures than letter mail due to their size, value, and shipping complexity. This guide covers the complete package handling lifecycle - from receiving and logging to storage, forwarding, and dealing with unclaimed packages - with specific guidance for cross-border operations between the US and Canada.

Package Receiving Standard Operating Procedure

Accepting Packages

1. Carrier Delivery: Accept packages from all carriers - USPS, Canada Post, UPS, FedEx, DHL, and other delivery services. Check that the package is addressed to one of your renters.
2. Condition Check: Inspect the package for visible damage upon receipt. If damage is evident, note it in the platform and photograph the damage before storing.
3. Signature: Sign for packages that require delivery confirmation or signature (certified, registered, insured items). You are authorized to sign on behalf of your renters per the mail receiving authorization.

Size and Weight Acceptance Policy

Establish clear policies for package acceptance:

• Define maximum size and weight limits based on your storage capacity
• For oversized packages, consider whether additional storage fees apply
• Communicate your acceptance policy to renters at signup
• Refuse packages that exceed your limits or contain prohibited items

Logging Packages in the System

Every package must be logged in the C-Band platform immediately upon receipt:

• Renter Identification: Match the package to the correct renter based on the address and mailbox number
• Package Details: Record sender name and address, carrier, tracking number, package type (box, padded envelope, tube), approximate dimensions, and weight
• Photo Documentation: Take a photo of the package label and the overall package. Upload to the platform for renter visibility.
• Condition Notes: Record any damage or irregularities observed during receipt

Renter Notification

Once logged, the platform automatically notifies the renter that a package has been received. The notification includes:

• Package description and carrier information
• Photo of the package (if uploaded)
• Storage location and pickup instructions
• Action options: pickup, forward, hold, or other available actions

Storage Requirements

• Secure Area: Packages must be stored in a secure, locked area with restricted access, separate from general mail if space permits
• Climate Considerations: For temperature-sensitive items, ensure your storage area maintains appropriate conditions. If you cannot provide climate control, communicate this limitation to renters.
• Organization: Organize packages by renter, with clear labeling for easy retrieval
• Storage Fees: Per the Operator Terms & Conditions Section 4.7, storage fees may be applied after the 30-day free storage period. Notify renters before fees begin accruing.

Package Forwarding

When a renter requests package forwarding, follow these procedures:

Domestic Forwarding

• US Domestic: Available carriers include USPS (Priority Mail, Priority Mail Express, Parcel Select), UPS (Ground, 2nd Day Air, Next Day Air), and FedEx (Ground, Express, 2-Day)
• Canada Domestic: Available carriers include Canada Post (Expedited Parcel, Xpresspost, Priority), UPS Canada, and FedEx Canada

Cross-Border Forwarding (Canada to US / US to Canada)

Cross-border forwarding requires additional documentation and considerations:

• Customs Forms: USPS uses PS Form 2976 (CN22) for items under 4 lbs or PS Form 2976-A (CN23) for items over 4 lbs. Canada Post uses CN22 for items valued under $500 CAD or CN23 for higher values.
• Declared Values: Accurately declare the contents and value of the package on customs forms. Under-declaration may lead to customs delays and additional charges.
• Prohibited Items: Certain items cannot cross the border - review CBSA (Canada Border Services Agency) and CBP (US Customs and Border Protection) prohibited item lists before shipping.
• Duties and Taxes: The recipient may be responsible for customs duties and import taxes. Inform the renter of this possibility before forwarding.

International Forwarding

For forwarding beyond the US and Canada, use established international carriers with full tracking (carriers handle customs documentation).

Carrier Selection and Cost Comparison

Help renters choose the best shipping option by comparing carriers based on:

• Delivery speed and transit time
• Cost (weight-based and zone-based pricing)
• Tracking capabilities
• Insurance options
• Signature confirmation availability

Tracking Integration

The platform integrates with major carriers to provide tracking updates:

• Enter the tracking number when a package is shipped
• The platform automatically pulls tracking updates from the carrier
• Renters can view tracking status in their dashboard

Insurance Options

Offer insurance for valuable packages:

• Carrier-provided insurance (USPS, Canada Post, UPS, FedEx all offer declared value coverage)
• Third-party shipping insurance for higher-value items
• Document the declared value and insurance selection in the platform

Refused and Unclaimed Packages

Per the Operator Terms & Conditions Section 5.4, packages from inactive renters (Non-Paying Renter - 60 or more days of inactivity) trigger the account closure process:

• Attempt to contact the renter through all available channels
• After 60 days of inactivity, the account closure process begins
• Follow the platform's procedures for handling unclaimed mail and packages
• Document all contact attempts and actions taken

For mail forwarding setup details, see Mail Forwarding Setup. For storage policies, visit Mail Storage Options.

For additional support, visit our Help Center or submit a support ticket.