Easy Access Zone - we answer your questions

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We want everyone to have a positive experience when using the Parcel Lockers - those who are younger, older, taller, or ... slightly shorter. That is why, reacting to the needs of our customers, we have introduced the Easy Access Zone.

 

  1. What is the Easy Access Zone?

Easy Access Zone (pol. Strefa Ułatwionego Dostępu - SUD) is a new feature that allows for the delivery of parcels to the lower-placed lockers in the Parcel Locker. The feature is available only in the InPost Mobile application.

 

  1. How to use the Easy Access Zone?

Using the Easy Access Zone is very simple. All you need to do is:

a) Open the InPost Mobile application,

b) In the details of the selected shipment, choose the "Activate" button at the question "Should I place the shipment in the Easy Access Zone?"

c) Done! Unless there are no available lockers in the Easy Access Zone, your parcel will be placed there.

d) We will inform you directly in the application and by e-mail whether the package was placed in the preferred part of the Parcel Locker.

 

  1. Who is this new feature for?

The feature is intended for people with physical disabilities or simply short of stature. The aim is to make it easier for people with special needs to use Parcel Lockers.

 

  1. How high is the Easy Access Zone?

The zone is set at a height between 30 cm and 150 cm. The C lockers, which are located in the bottom row, are the exception - in this case, we assume a range from 0 cm to 150 cm.

 

It is important to know that:

• The feature is available in version 3.5.0 of the app (you can check the version in the "About" tab). The application will either update itself or you can update it manually by going to a particular store (Google Play, App Store), finding the InPost Mobile application, and clicking "update".

• Activating the Easy Access Zone is possible at the latest when the parcel receives the status "Out for delivery". You cannot activate it after the shipment has been placed in the Parcel Locker

 

  1. After activating the Easy Access Zone option, can I be sure that the package will go to a locker located lower?

The instruction may be carried out only if the lockers located in the Easy Access Zone are empty at the time of delivery to the Parcel Locker. In the absence of free lockers within the Easy Access Zone, parcels will be placed in available lockers located outside this zone, in accordance with the Terms and Conditions for shipment handling. That is why we ask you to use this option responsibly and not to take advantage of it unnecessarily.

 

  1. Can the multi-locker function apply to the Easy Access Zone?

Yes a multi-locker delivery can be placed in the Easy Access Zone. If there is at least one package with the Easy Access Zone pick-up preference in the pool of shipments for a multi-locker, the courier will try to place them in the Easy Access Zone.

 

  1. Will the option to place a parcel in the Easy Access Zone also appear in the application for a courier shipment redirected to a Parcel Locker as a result of Dynamic Shipment Redirection?

Yes, courier shipments that will be redirected to a Parcel Locker also have the option to activate the Easy Access Zone feature.

 

  1. Will submitting the instruction for a parcel to be places in the Easy Access Zone affect the delivery time?

No, the shipment will be placed in the Parcel Locker as soon as possible. During the first delivery to a Parcel Locker, the courier will try to place the package in the Easy Access Zone - if there are lockers available there at the time.

 

  1. Is the Easy Access Zone also available for sending parcels or only for pick-up?

The option to enable the Easy Access Zone feature is available only for collecting shipments from Parcel Lockers.

 

  1. Why wasn't my shipment placed in the Easy Access Zone? 

A shipment can be placed in the Easy Access Zone only if there are lockers available in it at the time of delivery. If your parcel has not been placed in the Easy Access Zone it means that all the lockers in the zone were occupied. However, you will always be informed whether the package was successfully placed in the Easy Access Zone.

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Saturday 8:00–20:00
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NIP: 6793108059
InPost sp. z o.o.
ul. Pana Tadeusza 4, 30-727 Kraków

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Something gone wrong?

Having a problem with your parcel or wish to make a complaint? Please use the complaint form.

The damage report applies only to damaged parcels. Please complete it along with your complaint.

Complaints form Damage report

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Interpreter availability:

Monday – Friday 7:00–22:00
Saturday 8:00–20:00
Sunday 8:00–18:00

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Compliance Officer: Arleta Adamus

Data Protection Officer: Anna Jaworska - Kłosowicz

Press Officer: Wojciech Kądziołka
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See how our automation will help you when collecting or sending a parcel

Parcel locker unavailable

Oh, that's not good 😥 You can report a broken Parcel Locker using the form https://inpost.pl/en/zglos-awarie or via chat. Remember that you can send your parcel at any Parcel Locker device.

The machine screen does not respond

All is not lost! Try to operate the Parcel Locker remotely using the InPost Mobile application. You can also scan the QR code or barcode to collect or send the parcel. You can generate the QR code yourself at: https://qr.inpost.pl/

No pickup code

Get the pickup code, check your SMS, e-mail or InPost Mobile Application notifications. Send you a message again? VoiceBot MAT will do it for you!

Parcel left in Multiskrytka

If you are still at the Paczkomat® device and 15 minutes have passed since collecting the parcels ⌛, you can reopen your locker using the same pickup code or the InPost Mobile application. If 15 minutes have already passed, contact our hotline while you are at the machine. The consultant will help with remote collection.

Accidentally locked drop box

The locker was closed without placing the package? No problem! VoiceBot MAT will allow you to try sending the package again. If your shipment is too large, try repacking it. Remember that when sending a parcel using the Quick Returns service, you can change its size at https://szybkiezwroty.pl/en/change-size.

Oopsss… Something went wrong… Please try again in a moment.

If the message appears in the application several times, make sure you have location and Internet data turned on. If the locker doesn't open, check if you have the latest version of the app. If you don't have any updates available, try restarting your phone. If the error still appears, collect the parcel by scanning the QR code or entering the pickup code on the Paczkomat screen.

Invalid return code

Is your return code invalid? Make sure it is 10 digits long and has not expired. Then introduce it slowly again. Has your refund code expired? Using the website https://szybkiezwroty.pl/en or the Mobile Application, you will generate a new one. If this is not possible, contact the store.

Incorrectly selected dimensions

The shipment is too large and you can't repack it? Have you given up sending your parcel? Using the contact form or MATa's ChatBot, you can request a refund for generating it. Remember that when sending a parcel using the Quick Returns service, you can change its size at https://szybkiezwroty.pl/en/change-size.

The cache did not open

Check the location of the locker on the screen of the Paczkomat device or in the mobile application. Approach it and check if the door is not ajar. If not, try opening the vault again. If the box is still not opened, you can report it via the form https://inpost.pl/en/zglos-awarie or via chat .

Authorization error

Make sure you are at the correct Parcel Locker device. You may find it helpful to use the "Navigate" option available in the mobile application. Also check that you are entering the correct pickup code and phone number on the machine screen. You can also collect the parcel remotely from the mobile application or by scanning the QR code.

How will MAT help you?

See the power of MAT automation!

On the helpline
On chat
Checks shipment status
What is the status of my parcel? It's almost there! The parcel will probably reach you today. The Courier should make the delivery in the afternoon hours.
Gives the Courier's telephone number
I would like to get the Courier's phone number. The Courier's phone number is 50233****.
Resends the pickup code
Resend me the pickup code for the parcel. Done - I resent the pickup code to the phone number and email address of the Recipient - Check if it arrived.
Refreshes the label
I want to change the status of the parcel. Do you want to change the status of your unsent parcel so that it is possible to reuse the label? Yes I have changed the status of your parcel. You can now send it using the same label. Your parcel will be accepted by any Parcel Locker.
Specifies the location of the Parcel Locker or Parcel Point
Give me the location of the Parcel Locker. We've got it! The Parcel Locker where the parcel was stored into is: WAW58N, located at 86 Pulawska St., Warsaw Circle K gas station.
Sends a report to the branch
Please describe using simple words what is the content of the parcel, so I can hand it over to the Branch Employee. Yellow sweatshirt with the InPost logo Thank you. I sent a notification to the Branch under reference number: 0000502***.
Checks shipment status
What is the status of my parcel? Your parcel is on its way between InPost branches. Once it reaches its destination, it will be forwarded for delivery. The expected delivery date is up to two business days.
Gives the Courier's telephone number
Give me the courier's phone number. The Courier's phone number is 50233****.
Answers questions about the company's services
What is the Easy Access Zone? Easy Access Zone allows you to you indicate via the mobile app that you want to pick up your package from the lower part of the Parcel Locker. This is a free option dedicated for the Recipients.
Specifies the location of the Parcel Locker or Parcel Point
Find a Parcel Locker for me. Give me an address and I will help you find a Parcel Locker - e.g. Krakow, Długa. Poznan, Marcelinska Street. Well, there you have it! I've found the locations for you: Display.
Answers the most frequently asked questions
At what time do Couriers deliver parcels? What service are you interested in? Parcel Locker Parcels to Parcel Locker InPost are being delivered from an early morning even to the late evening hours.
Helps with label reimbursement
I want to get a refund for an unused label. Cancelling a label for an unsent parcel is not a problem! Give me the label details for a refund and I'll take care of the rest.
Registers a complaint
I would like to file a complaint. You can file a complaint by completing the form on the website, by continuing to chat with me, or by letter. Which option do you choose? Continue to chat.
Resends the pickup code
Would you like me to resend you the pickup code for your parcel? Yes It looks like the pickup code was just resent to the Recipient.

How to talk to MAT?

1

Talk naturally

Use simple sentences and communicate in a way that would be natural if you were talking to another person. Avoid complicated or overly technical expressions.

2

Use voice or enter numeric data

When you talk with VoiceBot, you have two interaction options. You can use your voice to say a question or use your phone's keyboard.

3

Don't interrupt MAT's speech

It is important not to interrupt the MAT and give him a chance to answer your question or request. Wait until he has finished speaking before asking another question or giving an order.

How to write with MAT?

1

Use ready-made hints

You can write your own question or use ready-made suggestions such as: parcel status, courier number, InPost application, find Paczkomat, find PaczkoPunkt, what's new.

2

Talk naturally

Use simple sentences and communicate in a way that would be natural if you were talking to another person. Avoid complicated or overly technical expressions.

3

Don't interrupt MAT's speech

It is important not to interrupt the MAT and give him a chance to answer your question or request. Wait until he has finished speaking before asking another question or giving an order.

Find out more about MAT's support

Where can I talk to MAT?

You can talk to MAT on many channels. The choice is yours! ChatBot MAT is available on Messenger, WhatsApp, on InPost.pl and in the InPost Mobile app. You can also talk to it using Google Assistant on "Talk to InPost." VoiceBot MAT is available to customers when contacting the InPost hotline.

What is the cost of the call?

The charge is at the operator's rate.

Why did MAT redirect me to a Consultant?

Because this issue most likely required direct involvement of the Consultant.

Can I turn MAT off?

It is not possible to disable MAT, however, if the need arises during the call you can connect directly to the Consultant.

Should I enter the digits by numbers or say them by voice?

When talking to the VoiceBot MAT, you can communicate by voice, saying the digits clearly. You can also enter the digits on the numeric keypad.

Is it safe to talk to MAT?

Yes, we maintain the same security standards as when talking to a Consultant.

Are conversations with MAT recorded?

Yes, conversations with MAT are recorded for security purposes. We inform you about this at the beginning of each conversation.

What languages does MAT speak?

VoiceBot MAT only speaks Polish. ChatBot MAT talks in Polish, English and Ukrainian.

At what hours does MAT work?

MAT is available 24 hours a day.

Is MAT able to give me the same information as human?

MAT was created with advanced technology, so it can provide answers to many questions and help solve many problems. However, its abilities are limited from access to knowledge and collected data.