FAQ Business

FAQ PostPay

Business

What are the benefits of PostPay?

PostPay allows you to offer your customers a very quick and easy form of online ordering. The payment process during checkout is one of the main reasons for order cancellations. With PostPay, you have the opportunity to increase your checkout conversion rate through this fast and simple solution.

What fees do I have to pay for PostPay?

For all successfully delivered PostPay items, we charge 35 cents for transaction processing + 1.75% of the item value (collection amount plus any Shöpping vouchers). In the case of a refund, we charge 35 cents for processing the transaction.

Are there different fees for cash payments and online payments from the customer?

No. It makes no difference for you how the customer makes the PostPay payment.

How will I receive my PostPay payments?

Austrian Post will keep an internal account for you to which all PostPay payments will be credited. The balance on this account is automatically transferred to the bank account indicated by you once a week.

Where can I check if my item has already been paid?

You can use the item tracking service to check if the item was already delivered to the customer. At this point, it is safe to assume that the payment has been made. For now, there is no way to see if the payment was made before the delivery.

How can I determine which items are included in the transferred amount?

For every payout, you will receive a list of all sales credited to the internal account that Austrian Post keeps for your PostPay transactions.

How can I initiate a refund?

To initiate a refund to one of your customers, please use the corresponding function in the shöpping vendor portal just like for other payment methods.

How much do you charge for refunds?

Just as for payment transactions, we charge 35 cents for processing refund transactions.

How long does the refund to the customer take after I initiate it?

Austrian Post will initiate the processing immediately. Depending on the payment method, it might take several business days until the customer’s bank credits the amount. If the refund is done at one of our branches, the customer can pick up the refund immediately after receiving the payout confirmation (via e-mail).

In case of a refund, must the amount be exactly the same as the amount paid?

No. The amount to be refunded can also be a part of the original amount. However, the refund must not exceed the amount previously paid via PostPay.

Can I initiate multiple refunds for a single order?

Yes. You can initiate multiple refunds until you reach the total paid via PostPay. The sum of all partial refunds must not exceed the original amount paid.

What happens if I have to send several partial items for an order that includes several articles because specific articles are not yet available?

For items shipped by Austrian Post for which you confirm shipping using the shipping notification in the shöpping portal, PostPay collection is automatically activated if PostPay was chosen as the payment method for the order. Austrian Post will then charge the corresponding partial amount for each partial item.

What happens if I need to send an additional item (forgotten items) for a PostPay order?

This is not a problem. If no additional collection is required for the additional item, this process is irrelevant for PostPay. However, if a collection is required for the item, it constitutes a separate transaction that requires a separate order in the shöpping portal. The initiation of PostPay as a payment method is inseparably linked to the confirmation of the shipping notification in the shöpping portal.

How should I handle an order paid via PostPay when the articles need to be split into multiple packages?

Currently, the only option is to link the collection order to the "main item" that you report directly in the shöpping portal (the total amount is collected). Any additional items will then be delivered as usual. It is recommended to include a note on the invoice stating that "the goods remain in your possession until the full invoice amount is paid." This safeguards you against the recipient refusing the collectable item while accepting the additional free items.

Can I use alternative shipping options (pick-up, freight forwarder) for PostPay items?

No. The PostPay cash-on-delivery service is only available for items shipped and delivered by Austrian Post.

What happens if I submit my shipping notification on shöpping after the item is already out for delivery?

If the item is already on the delivery route at the time of the shipping notification, the recipient can no longer make the online payment, and doorstep collection cannot be fully guaranteed. Therefore, it is crucial that you submit the shipping notification promptly, ideally no later than when handing over the item to Austrian Post.

What happens if the collection was not performed, but the item was still delivered?

Austrian Post can perform a subsequent collection on your behalf. In this case, an invoice will be sent to the recipient, and reminders will be issued if necessary. If this approach is unsuccessful, the claim will need to be enforced through legal channels.

What happens if I submit my shipping notification on shöpping after the item has already been delivered?

In such a case, you bear the full payment risk. The standard PostPay collection service is no longer possible. However, Austrian Post will make a non-binding effort to assist you in enforcing your claim.

What happens if I have already submitted my shipping notification on shöpping, but shipping is NOT possible after all?

If the recipient has already paid online, Austrian Post will process the refund at your request. You can initiate the refund through the shöpping vendor portal.

What should I do if I receive a return?

Just as for payment transactions, we charge 35 cents for processing refund transactions. In this case, you, as the sender, must initiate a refund in the shöpping vendor portal by booking a return. This will return the money to the recipient. Resending with PostPay as an additional service is currently only possible through a new order.

What triggers the credit to apply to my Austrian Post account?

The credit is applied after the payment has been received from the customer.

Will the credit be applied to my Austrian Post account if the item is deposited at a branch or with a Post Partner for pick-up?

No. The credit is only applied once the item has been paid for by the recipient and the money has been received by us.

I have been asked to provide a statement regarding a PostPay customer complaint. What do I have to do?

Please submit all the information you have regarding the disputed transaction, including the item number, correspondence with the customer, invoice, and proof of the time of purchase. This information is necessary to address the complaint and to refute any unjustified claims.

What happens if I do not respond to the request for a statement regarding a PostPay customer complaint?

If you do not respond within a reasonable period or fail to provide evidence that the complaint is unjustified, we will assume that you acknowledge the complaint as justified. Consequently, the transaction will be reversed.

What happens to the collection amount in the event of a customer complaint?

If you have acknowledged a complaint as justified, we will debit your account with Austrian Post for the collection amount.

FAQ Info.Post and Info.Mail

Business

What is the maximum volume for Info.Mail items I can post at a postal branch?

At any service location, we can accept items with a total weight of up to 700 kg or an entire EUR-pallet (maximum height 150 cm) for efficient processing. Larger volumes must be taken to an Austrian Post service location that offers large-volume service.

What is the maximum amount of units I can post as a residual amount for Info.Mail?

Up to a maximum of 2,000 units

Are Info.Mail items subject to VAT?

No, they are not, provided that they are posted at an Austrian Post service location. If you take your items to a distribution centre for posting, they will not be considered part of universal postal services and will therefore be subject to VAT.

Are Info.Mail items subject to advertising tax?

Can I also send special formats (non-square or rectangular) as Info.Mail items?

Before posting special formats, please get in touch with Austrian Post to have your items authorised. We will charge an extra fee for the additional work associated with special formats.

What do I have to take into account when addressing my items?

All information about correct item addressing is available here.

What do I have to take into account regarding postage paid indicia?

The round stamp (see downloads) needs to be clearly legible on your item. Your postage paid indicia must clearly differ from valid stamps and postal franking impressions and must not include any country, value, or currency information (e.g., Austria, 80, EUR).

What happens if I post fewer than 500 units of Info.Mail items?

You can pay a surcharge to reach the minimum volume of 500 items.

What are machine processable items?

Thanks to their format and design, machine processable items can be handled automatically by our Österreichische Post sorting machines.

Where can I post Info.Mail items?

You can post them at Austrian Post service locations (postal branches, Post Partners) and, provided that you have a deferred payment agreement, at any of our 6 Austrian Post distribution centers.

Go to branch locator

For which options do you have special agreements that are not covered by your GTC?

Under specific circumstances (e.g., providing preparatory services, shipping preparation, reaching specific volumes and posting at a distribution centre), we may grant discounts. For detailed information about discount options and requirements, please contact customer assistance or your account manager.

FAQ Info.Mail Advertising

Business

Is the two-day delivery window available for Info.Mail Advertising?

The two-day delivery window for Info.Mail Advertising items is available. The selectable delivery windows can be found in the reservation tool at post.at/infomail-werbung. The prerequisite is that there is a free appointment according to the capacity planning of the Austrian Post.

Is the extra payment option still available if I am posting fewer than 500 units of Info.Mail Advertising items?

The option of making an extra payment remains in place.

What items can be posted as Info.Mail Advertising?

Detailed product specifications for Info.Mail Advertising items are available in our product and rate overview.

Is there a minimum volume for Info.Mail Advertising items?

The minimum volume is 500 items per order.

How soon will my items be delivered?

Your items will be delivered within 6 business days after posting (except Saturdays).

What does the franking impression for Info.Mail Advertising look like?

The two-line franking impression to be placed on the outside of the item reads as follows:
Österreichische Post AG
Info.Mail Werbung Entgelt bezahlt

In the case of single-line franking impressions, there is the option of replacing the word "Werbung" with a W as shown in the example below: Österreichische Post AG Info.Mail W Entgelt bezahlt

Where are new posting documents available?

You can notify us about your items via the Österreichische Post Posting Tool (mandatory use for 50,000 items of Info.Mail Advertising Classic and up and for 10,000 items of Info.Mail Advertising Plus items and up), please provide this information ab least 5 business days (except Saturdays) before the day of posting. For Info.Mail Advertising PLUS items, we will provide all necessary forms such as posting lists and bundle labels, if needed.

How can I improve the quality of my mailing campaign?

Rely on our address and data services, such as Address Check, returns management and Address Shop, to improve your data quality. For more information, please see data and address management

What are the benefits of the “digital expansion” additional service for my Info.Mail advertising campaign?

With this additional service, you will receive a free banner campaign with 10 banner displays per piece of Info.Mail for every posting of 25,000 units or more. This will give your mailing campaign greater reach, allowing you to easily reach more new customers at no cost.

How do I create the required keyword list for the digital expansion of my Info.Mail advertising campaign?

As keywords, essentially all terms that relevant users search will work. Too specific or unusual keywords are less frequently used in search queries and may lead to fewer banner displays. A keyword list (formats: Word, Excel, or CSV) should include at least 50-100 search terms, including broader keywords. The number of search queries resulting from a keyword list fundamentally defines how many banner displays can be achieved.
Example:
The search terms "torque wrench" or "impact driver", for example, generate significantly fewer search queries than broadly defined terms like "tools" or "DIY store".

FAQ, Info.Mail Public

Business

Does the two-day delivery window also apply to Info.Mail Public items?

Given the faster delivery for Info.Mail Public items, there is no two-day delivery window.

Is there an extra payment option if I have fewer than 500 units for Info.Mail Public?

The option of making an extra payment remains in place.

What items can be posted as Info.Mail Public items?

Detailed product specifications for Info.Mail Public items are available in our product and price overview.

What minimum volume applies to Info.Mail Public items?

The minimum volume per order is 500 units.

How soon will my items be delivered?

Items will be delivered within 2 to 3 business days after posting (except Saturdays).

What does the franking impression for Info.Mail Public look like?

The two-line franking impression to be placed on the outside of the item reads as follows:
Österreichische Post AG
Info.Mail Public Entgelt bezahlt

In the case of single-line franking impressions, there is the option of replacing the word "Public" with a P as shown in the example below:
Österreichische Post AG Info.Mail P Entgelt bezahlt

Where are new posting documents available?

You can notify us about your items via the Österreichische Post Shipping Manager (mandatory use for 50,000 items of Info.Mail Public Classic and up and for 10,000 items of Info.Mail Public Plus items and up), available on ELLA; please provide this information ab least 5 business days (except Saturdays) before the day of posting. For Info.Mail Public PLUS items, we will provide all necessary forms such as posting lists and bundle labels, if needed.

FAQ Info.Post Classic

Business

Can Info.Post Classic items be delivered to specific localities (pre-defined municipality)?

The smallest possible distribution option is by distribution area. However, for Info.Post Classic items, municipalities can also be selected.

Can items that do not meet the specifications also be sent?

This will be decided on a case-by-case basis and requires an explicit written agreement. Please contact your customer advisor.

When will my items be subject to advertising tax?

All services related to unaddressed advertising items are subject to advertising tax. The advertis-ing tax is collected and paid by Austrian Post.

What is an "official notification"?

This is information by the authorities to citizens about topics related to national administration issues (roadblocks, energy supply, forestry issues, pest control, etc.).

What does it mean to opt out of advertising material?

The owner of a delivery point has the option of opting out of receiving unaddressed advertising mail by affixing a label (e.g., a sticker).

What happens if I post too many items?

If the excess volume is more than 10%, we will get in touch with you.

What happens if I post too few items?

If there are too few items, the delivery station will deliver as it sees fit.

What delivery points will be used for Info.Post items?

All delivery points used year-round for personal and institutional purposes as well as commercial delivery points that have a residential letterbox system.

What delivery points do not receive Info.Post items?

Delivery points with "no advertising" notices, secondary residences, holiday homes, and purely commercial delivery points in buildings used for commercial purposes only.

Which Info.Post Classic products are not subject to advertising tax?

The following Info.Post Classic products are NOT subject to advertising tax.

Distribution of unaddressed items as a subcontractor
Publications with editorial content (with imprint and content provided by an editorial team of at least 25%) that are posted as Info.Post Classic items, provided that the sender is not a political party or municipality: advertising papers, newspapers, maga-zines, special media, company newspapers, corporate news.
Coupon booklets
Parish publications/church news/parish letters/parish news
Info.Post Classic items from private clients that do not include any advertising (missing people notices, death notices, etc.)
Info.Post Classic "Official notification"

Which Info.Post products are subject to advertising tax?

Info.Post Classic, Collect, Express Commercial, Select and Info.Post items that international clients have posted for distribution in Austria.

What shipping documents do I need for Info.Post Classic?

You will need a posting list and a bundle label for every bundle. Both of these can be created with our Posting Manager tool.

Who can help me send Info.Post Classic mail items?

Our sales team at our postal branches or your customer advisor will be happy to help. A fee depending on the time and effort involved will apply.

How can I request a "no advertising" sticker?

Send a reply envelope with sufficient postage and your own address on it to:
Postfach 500
5760 Saalfelden am Steinernen Meer
Reference: "Bitte keine unadressierte Werbung" (no unaddressed advertising please)

How is the advertising tax calculated?

Net rate of the rendered service after the discount + 5% advertising tax + 20% VAT = grand total.

Are "official notifications" delivered to people who have opted out of receiving ad-vertising material?

Yes.

Are "official notifications" delivered to secondary residences?

No.

Where can I post Info.Post Classic items?

You can post them at our Österreichische Post service locations (branches, Post Partners) and our 6 distribution centres.

For which options do you have special agreements that are not covered by your GTC?

FAQ Info.Post Collect

Business

Can Info.Post Collect items be delivered to specific localities (per municipality)?

The most granular delivery possible is by local delivery area. If the district includes one or several local delivery areas, we can deliver to a specific district.

Can I send "official notifications" as Info.Post Collect items?

No, because the pool of recipients of Info.Post Collect does not include recipients who have opted out of advertising. Official notifications can be sent as Info.Post Classic items only.

Can items that do not meet the specifications also be sent?

This will be decided on a case-by-case basis and requires an explicit written agreement. Please contact your customer advisor.

When will my items be subject to advertising tax?

All services related to unaddressed advertising items are subject to advertising tax. The advertising tax is collected and paid by Austrian Post.

What does it mean to opt out of advertising material?

The owner of a delivery point can opt out of receiving unaddressed advertising mail by affixing a label (e.g., a sticker).

What happens if I post too many Info.Post Collect items?

For technical reasons, we recommend posting approximately 2% more, for which we will not charge you. If the excess volume is more than 10%, we will get in touch with you.

What happens if I post too few items?

If there are too few items, the delivery station will deliver as it sees fit.

Which delivery points receive Info.Post items?

All delivery points used year-round for personal and institutional purposes as well as commercial delivery points that have a residential letterbox system.

Which delivery points receive Info.Post items?

Delivery points with "no advertising" notices, secondary residences, holiday homes, and purely commercial delivery points in buildings used for commercial purposes only.

What Info.Post products are subject to advertising tax?

The following Info.Post Collect items are NOT subject to advertising tax.

Distribution of unaddressed items as a subcontractor
Publications with editorial content (with imprint and content provided by an editorial team of at least 25%) that are posted as Info.Post Collect items, provided that the sender is not a political party or municipality: advertising papers, newspapers, magazines, special media, company newspapers, corporate news.
Coupon booklets

What Info.Post products are subject to advertising tax?

Info.Post Classic, Collect, Express Commercial, Select and Info.Post items that international clients have posted for distribution in Austria.

What shipping documents do I need for Info.Post Collect?

You need posting lists that you can create using our Posting Manager tool.

Who can provide assistance for sending Info.Post Collect items?

Your customer advisor will be happy to help.

How can I request a "no advertising" sticker?

How is the advertising tax calculated?

Net rate of the rendered service after the discount + 5% advertising tax + 20% VAT = grand total

Where can I post Info.Post Collect items?

At any of Österreichische Post's three collation centres.

For which options do you have special agreements that are not covered by your GTC?

FAQ Info.Post Express

Business

For which distribution areas can Info.Post Express be used?

We can only deliver to postal codes that have been assigned to a delivery station. You can see this allocation in the Posting Manager tool.

Are Info.Post Express items subject to advertising tax?

Info.Post Express commercial: yes
Info.Post Express death notices: no

When will my items be subject to advertising tax?

All services related to unaddressed advertising items are subject to advertising tax. The advertising tax is collected and paid by Austrian Post.

What does it mean to opt out of advertising material?

The owner of a delivery point can opt out of receiving unaddressed advertising mail by affixing a label (e.g., a sticker).

What happens if I post too many items?

If the excess volume is more than 10%, we will get in touch with you.

What happens if I post too few items?

If there are too few items, the delivery station will deliver as it sees fit.

Which delivery points receive Info.Post Express items?

All delivery points used year-round for personal purposes and institutionally used delivery points as well as delivery points that have a residential letterbox system.

Which delivery points do not receive Info.Post Express items (commercially)?

Delivery points with "no advertising" stickers, secondary and holiday homes, and purely commercial delivery points in buildings exclusively used for commercial purposes.

What shipping documents do I need for Info.Post Express items?

You will need a posting list and a bundle label for every bundle. You can use our Posting Manager tool to create both. Our Austrian Post service location will take care of designing death notices for you.

Who can provide assistance for sending Info.Post Express items?

Our team at our service locations and your customer advisor will be happy to help.

Are Info.Post Express products delivered to people who have opted out of advertising?

Info.Post Express commercial: no
Info.Post Express death notices: yes, because these are not advertising items

How can I request a "no advertising" sticker?

How is the advertising tax calculated?

Net rate of the rendered service after the discount + 5% advertising tax + 20% VAT = grand total

Where can I post Info.Post Express items?

After the payment has been made at an Österreichische Post service location, you can take your items to the agreed-on delivery station on the following day (7 to 8 a.m.).

For which options do you have special agreements that are not covered by your GTC?

FAQ Info.Post Select

Business

What data is used for the selection process?

The selection will be made from Austria's largest residential building database that includes more than 2 million buildings with just over 4 million households (delivery points).

Are Info.Post Select items subject to advertising tax?

Yes.

What is the difference to addressed items?

Partially addressed Info.Post Select items include the following information, in addition to the address: "An einen Haushalt" ("to a household") or "An die Bewohner des Hauses" ("to the residents of this building").

Who can provide assistance for sending Info.Post Select items?

Your customer advisor will be happy to help.

How are recipients selected?

Your customer advisor will determine the target audience for the selection with you and you will then receive a quote with the volumes.

How is the advertising tax calculated?

Net rate of the rendered service after the discount + 5% advertising tax + 20% VAT = grand total

Where can I post Info.Post Select items?

At our 6 Austrian Post distribution centers.

For which options do you have special agreements that are not covered by your GTC?

FAQ Sponsoring Mail

Business

Can I include promotional items in my Sponsoring.Mail mail, e.g., a pen?

Of course, you can also add extras such as pens for recipients. The Sponsoring.Mail Plus (N or S) rate applies to items with inclusions that cannot be machined.

Do I have to indicate the continuous number for my Sponsoring.Mail items?

While it is no longer necessary to indicate the continuous number, you do need to indicate the title of your Sponsoring.Mail item.

How can I post items that do not reach the minimum volume of 1,000 units?

For Sponsoring.Mail, we offer the option of making an additional payment to reach the minimum volume of 1,000 units. If you have a lower volume, we recommend posting your items as eco letter-mail for which you do not have to follow any specifications and the delivery time is shorter. Our GTC and rates are available here: post.at/agb.

Where can I request a Sponsoring.Mail authorisation?

Requesting this authorisation is easy and is done online via the business client portal by Österreichische Post, available at ella.post.at. No registration for the business client portal is required.

For which options do you have special agreements that are not covered by your GTC?

FAQ Newspaper

Business

What do I need to take into account when addressing my items?

For comprehensive information about correct item addressing, please see here.

How is the fee for third-party inserts calculated?

At the time of posting, we weigh all third-party inserts and sum up their weight. If this puts the item in a higher weight class, we will additionally charge you the difference. In addition, we charge a weight-independent rate per item for any third-party insert.

What counts as editorial content?

Information about daily events or subject-matter issues such as religion, culture, art, politics, science, economy, sports, associations, etc.

How do you charge for inserts with excess weight?

Here's an example: a newspaper including supplements weighs 150 g. The client posts three third-party inserts that weigh 50g, 50g and 70g, respectively (170g total weight of third-party inserts). The two inserts that weigh 50g will be charged at the regular rate. The third insert that weighs 70g will be charged at the rate for excess weight inserts.

For which options do you have special agreements that are not covered by your GTC?

FAQ Company Newspapers

Business

Can I include third-party inserts in a company newspaper/company newsletter light?

Yes, any inserts can be included, but a maximum of 3 pieces. The total weight of all inserts and supplements must not exceed the weight of the printed matter.

What do I need to take into account when addressing these items?

For comprehensive information about correct item addressing, please click here.

What happens if I post fewer than 1,000 units of company newspapers/company newspapers light?

You can pay an additional fee to reach the minimum amount of 1,000.

What counts as editorial content?

Any information about current developments as well as topical issues and specialised topics such as religion, culture, art, politics, science, economy, sports, associations.

Where can I request an authorisation for a company newspaper?

For which options do you have special agreements that are not covered by your GTC?

FAQ EinfachBrief

Business

What formats does EinfachBrief support)

The system can process PDF documents in A4 format.

We cannot process password-protected documents and scanned documents whose address field cannot be read.

Is edge-to-edge printing available for letters and supplements?

Edge-to-edge printing is not available for this option. Non-printable areas have a 5 mm bleed as well as an additional area on the left-hand edge where the data matrix code is affixed. Detailed information is available under "Templates" on einfach-brief.at

Where exactly must recipient addresses be placed?

Use our Word templates to make sure your address is placed correctly. As a next step, all you need to do is save your document as a PDF.

When will my letter be delivered?

Letters sent to us on a business day (except Saturdays) by 5:00 p.m. will be posted on the following day (except Saturdays). Items will be delivered on the following business day as PRIO letters.

When will my addressed advertising item be delivered?

Addressed advertising items (Info.Mail Advertising) are processed within 5 business days. Items are delivered one day afterwards.

Is there a minimum volume for letters?

There is no minimum volume for individual letters and mail merge.

Addressed advertising items must include at least 500 individual items per order.

What is the minimum volume for addressed advertising items?

The minimum volume is 500 units, whose format and weight needs to be identical.

How must the address be placed on the envelope?

Every item will be placed in a C5 window envelope. Therefore, the recipient address must be part of the letter and must be correctly positioned.

Tip: use our Word templates for accurate positioning.

How can I upload items on EinfachBrief?

Option 1:
Select the item "New item" in the header or, after logging in, on the "Home" page.

Option 2:
Use our Windows printer driver. It allows you to upload items to EinfachBrief using the workplace "print" function.
If you are interested in this option, please contact our support at einfach-brief@post.at.

Option 3:
For large volumes and automated processing, we offer an SFTP interface. To use this interface, an existing deferred payment agreement with Austrian Post is required.

If you are interested in this option, please contact our support at einfach-brief@post.at.

How do I send mail merge?

To send mail merge, create your letter and save it as a PDF. You will then receive a document that includes all your individual letters in descending order.

Open the page "New item" and select the option "Mail merge".

As a next step, please enter the number of pages of your letter so that individual items can be correctly created. Example: Enter "2" in the entry field if your individual letter consists of two pages.

Important information: all individual letters for the mail merge must have the same number of pages.

If I want to send several individual letters, do I have to upload them individually or can I upload several individual letters at once?

You can upload several individual letters in PDF format at the same time.
Please note that the delivery options such as layout and printing must be the same for all letters.

What are addressed advertising items?

Addressed advertising items are personally addressed items with an advertising purpose, designed to encourage recipients to buy or to start a dialogue with clients (direct marketing). All variations must have exactly the same format and weight as well as sender.

Addressed advertising items must meet the following specifications:

500 items minimum
All variations must have the same envelope, format, and weight.
All items have the same sender address (retail variations allowed)
All items must have the same format, weight, and packaging
Identical basis item (variations allowed)

What items are considered addressed advertising items?

Advertising content such as enticement to buy, non-binding quotes, surveys
Customer loyalty activities, no required payment
Political campaigns or calls for donation

What items are not considered addressed advertising items?

Invoices, payment reminders
Invoices for membership dues or subscriptions
Notifications about credit balances and bonus checks with different amounts in euro (without corresponding offers for purchase)
Account statements, balance statements, bank account information (PINs, TANs), passwords and/or activation and access codes for (online) customer accounts
Payment slips (unless related to a nonbinding offer)
Contractual elements or changes
Credit or ATM cards, chip cards with personal information on them
Proofs of identity

How can I make sure undeliverable addressed items are NOT returned to me?

If you do not want any undeliverable items returned to you, you can either not indicate anything on your items or place the following information on all your items above the recipient's address in the address field, making sure the information is clearly visible:

"Retouren an Postfach 555, 1008 Wien" or "Nicht retournieren".

If you indicate anything other than the information above, we will charge additional postage as indicated in our fee schedule under "Rates" on einfach-Brief.at.

How can I have undeliverable addressed advertising items returned to me?

To have undeliverable items returned to you, please print the return address on all your items. It must be clearly visible and placed above the recipient address in the address field. Please use bold letters.

We recommmend using a smaller font than the one used for the recipient.

We will charge returned items individually along with shipping. For postage rates for return items, please see our rate overview.

When and how do I receive my registered mail number?

The registered mail number (unique ID) will immediately be shown in the last column ("Registered mail item") for the item in question, specifically under the item "Order list". Please note that item tracking will not be available before printing preparations have been concluded, ie., on the following day.

When and how do I get my invoice?

If you have paid for your order using our payment service, we will e-mail you the invoice on the day after the mail has been posted.

If you have a deferred payment agreement with us, we will e-mail you the invoice as agreed.

What browsers does EinfachBrief support?

The platform has been designed and tested for the following browsers (in alphabetical order):

Google Chrome®, version 80.0.3987.122 (64-bit) and up
Microsoft Edge®, version 80.0.361.62 (64-bit) and up
Mozilla Firefox®, version 73.0.1 (64-bit) and up
Apple Safari®, version 12.1.2(12607.3.10) and up

We recommend using the latest browser versions because these always support the latest technology.

Adobe Acrobat Reader or a similar PDF viewer tool should be installed on your PC because the web browser will need the plug-in to display PDF files.

How do I pay for this service?

The following payment options are available for your orders:

Credit card
Klarna immediate transfer or
per monthly consolidated invoice (upon request)

If you would like to receive a consolidated invoice (deferred payment agreement), please e-mail us at einfach-brief@post.at and indicate your company name and your registered e-mail address.

FAQ Letter

Business

Do I have the option of paying a surcharge if my volume is below the minimum volume required for ECO BUSINESS letters?

No, because the minimum of 1,000 items per batch is a requirement.

How long does it take for my ECO BUSINESS item to be delivered in Austria?

The standard delivery time is between 4 and 5 business days (starting at the day of posting).

Is postage for ECO BUSINESS letters subject to VAT?

Since ECO BUSINESS letters are not part of our universal services, this service is subject to VAT.

Do you have templates or specifications regarding the font and font size for the ECO BUSINESS postage paid indicia?

No, we do not have that. The postal franking indicia should be easy to read/see for human eyes.

Can I use my franking machine for my ECO BUSINESS letters?

Unfortunately, this is not possible. These items can only by posted at our distribution centres and will be debited to your account.

How long does it take for my ECO item to be delivered in Austria?

The standard delivery time is between 2 and 3 business days (starting at the day of posting).

Are additional services such as registered mail available for ECO letters?

For domestic items, registered mail and other additional services are available for PRIO and ECO items. For international items, registered mail can only be combined with PRIO.

Is there a minimum volume for PRIO and ECO letters?

For sending PRIO or ECO items with the "postage paid" option, the minimum volume is 20 units. There is no minimum volume for PRIO or ECO items whose postage has been paid with a franking machine. There is no minimum volume for sending postal stationery.

Who can help me design my items?

Please contact your customer advisor or our hotline at 0800 212 212.

Why are most postal items that are machine readable and/or machine processable more inexpensive than other items?

Machine readable and processable items allow us to efficiently use our sorting machines, while items that are not machine processable have to be handled manually, which requires a lot of effort.

Can I pay cash when taking my items to the distribution centre?

Unfortunately not. If you would like to take your items to one of our distribution centres for processing, you need to sign a deferred payment agreement (please contact your customer advisor or call our hotline at 0800 212 212).

Why are items taken to distribution centres subject to VAT?

The Austrian Postal Act explicitly excludes all distribution centres as access points to universal postal services. Postal services that are beyond the scope of postal services are subject to VAT.

Can I have my items picked up from a distribution centre or a large-volume postal branch so I can benefit from any available discounts?

Absolutely. We can arrange for your items to be picked up from a large-volume service location. Please contact your customer advisor or call our hotline at 0800 212 212.

Can I print the postage paid indicia in colour?

For domestic letters, all single-colour options are available, provided that the indicia are easy to read (in case of doubt, please get in touch with us). For international items, the specification is usually dark colour on a light background.

How do I sign a deferred payment agreement?

Please contact your customer advisor or our business hotline at 0800 212 212.

Why are there different postage paid indicia and why does the postage paid indicia al-ways have to match the chosen product?

For our logistics purposes, the postage paid indicium indicates the shipping option you have chosen and paid for. As a general rule, we process different products in different time frames, depending on the delivery time.

Can I get a discount on existing letter mail rates?

Our latest discounts and the corresponding specifications are available in our product-specific product and rate overview for domestic letters.

For which options do you have special agreements that are not covered by your GTC?

Is there an inexpensive option for sending items that are not time sensitive?

For business correspondence such as quotes, invoices, payment reminders, documents, contracts, and small merchandise, our inexpensive ECO or ECO BUSINESS letter options are available.

How much does it cost to send a letter abroad?

For detailed information, please see our rate calculator.

I still have stamps from before the latest rate adjustment. Can I still use them?

Yes, because old stamps do not lose their validity. You have the option of paying for the difference or to affix an additional postage stamp.

What are additional postage stamps?

Additional postage stamps are used to add postage to old stamps to reach the current postage rate. Additional postage stamps are available in our online shop.

How long does it take for letters to get delivered to international destinations?

Please see the section on country-specific information.

Is country-specific information for international letter mail available?

For detailed information, please click here.

What does "postage paid" mean?

Instead of stamps for letter mail items, you can also use postage paid indicia or postal franking impressions. Additional information is available here.

Are there alternatives to stamps?

If you would like to affix postage yourself, you might consider purchasing a franking machine. For more information, please visit www.post.at/frankiermaschinen.

What is an invoice?

Invoices are all documents that include a request to pay. The recipient is asked/requested to pay an outstanding amount of money. Invoices still have to be sent as letter mail items.

Why should I still include a physical response element in my marketing campaigns?

Recent studies have shown that consumers prefer using the easiest and most convenient response option. If your marketing campaign includes a physical response option, consumers will usually find it easier to get in touch with you than using the Internet, the phone or e-mail.

Why do I strictly have to follow Österreichische Post guidelines when designing my re-sponse elements?

In our standard process, postage for every item is paid at the time of posting. As a consequence, our response service is a special process and needs to be labelled as such. In our standard procedure, items with insufficient postage are not delivered to you but returned to the sender or treated as undeliverable.

How do I pay the fee for response elements?

You can pay the fee in cash upon delivery by our delivery person or at your postal branch. Another option is debiting your account with us.

Do I have to take care of recording responses myself?

We are more than happy to offer alternatives. Please contact your customer advisor or our service hotline at 0800 212 212.

Where can I get Ident.Brief labels?

Labels for Ident.Brief letters are available free of charge from your customer advisor.

Can documents (e.g. contracts) signed with Ident.Brief be returned directly?

No, this option is not available. But you can include a response envelope with pre-paid postage in your main item so that the client can return the contract at a later point.

Which IDs can be used for identification?

Recipients must prove their identity with a driver's licence, passport or personal identity card.

Why can my item not include any sticky notes, changes or underlined text?

This is to make sure that the item is not manipulated after posting. A sticky note could be placed on top of a package that was already opened.

Is there a minimum posting volume for PRIO and ECO letters?

No, there is no minimum volume. Only "postage paid" items have a minimum volume of 20 units.

Do I have to pay for undeliverable items?

No, returns are free of charge for PRIO/ECO/ECO business letters.

Are discounts available for large volumes?

For volumes of 2,500 units per batch and up, discounts may be available if certain conditions are met.

Is postage subject to VAT?

PRIO/ECO letters are generally exempt from VAT provided that they are posted within the scope of universal services. This means that only batches posted at distribution centres or those for which a special agreement exists are subject to VAT.

Can I take my letters to Österreichische Post myself or can I have them picked up?

As a matter of course, we offer mail pickup service from your business address. To request a quote, please contact your customer advisor or call our hotline at 0800 212 212.

Is sending literature for the blind free of charge for everybody?

No. The sender or recipient must be an organisation dedicated to the blind or a blind person.

Can literature for the blind exceed 2 kg (letters)?

Yes. These items may weigh up to 7 kg.

Where can I post literature for the blind?

You can post these items at any Österreichische Post service location. If you are posting more than 5 items at a time, you will need to use a posting list.

Is registered mail service available for literature for the blind?

Yes, the following additional services are available:

Registered mail
Advice of receipt
Deliver to addressee in person

Who sends out e-postcard Business?

Our e-postcards Business are sent out by your clients or people to whom you give coupon codes. Every e-postcard Business includes customised photos and personalised text as well as your promotional imprint.

How can my clients get their coupon codes?

We will send you all coupon codes you have ordered in an Excel file (csv). You can then send individual codes to your clients as part of a marketing campaign (direct mailing, newsletters, social media campaigns, etc.) or make them available on printed matter (catalogues, flyers, etc.) The sky's the limit for your creativity!

How exactly does the billing work for this?

As a first step, you will order the amount of coupon codes you need. You will not incur any expenses at this point. We will then plan the marketing campaign with you and we will keep you up to date about the redemption rates of the free coupon codes. We will invoice you monthly and we will only charge for those coupon codes that were actually redeemed. None of the unused coupon codes will be charged to you.

If I set up my on-site absence declaration at an Österreichische Post service location, will it be effective immediately?

No. On-site absences will be effective after three business days.

Can I set this up for registered mail as well?

No. These declarations are for RSa and RSb letters only.

Do I have to set up an on-site absence declaration in addition to vacation hold mail?

No. This product includes the on-site absence.

Is the "poste restante" service available at all Austrian Post service locations in Austria?

Yes. "Poste restante" items can be picked up at any Austrian Post service location in Austria.

Will I receive information that a "poste restante" item has been received for me?

No. Österreichische Post will not provide any information that an item has been received for you.

FAQ RSa and RSb letters

Business

Can any business client post RSa and RSb letters?

No, only public authorities may post letters with advice of receipt (RSa, RSb). The legal basis for this is the Austrian Delivery Act.

Are letters with advice of receipt registered letters?

No, letters with advice of receipt are not registered letters.

Can old non machine-processable letters with advice of receipt still be used?

Yes, old letters with advice of receipt can still be used. However, these are difficult to handle, which makes them more expensive.

Is registered mail available for letters with advice of receipt?

Yes, you can add the additional service "registered mail" to your letter with advice of receipt. We will provide proof of posting and you can track your item on www.post.at/en/s/track-and-trace-search using your item number.

Do hybrid advices of receipt need to meet certain specifications?

Just like traditional machine-processable letters with advice of receipt, these items must meet the production specifications for hybrid advices of receipt. Machine processability is key for these items.

What do I need to take into account for machine-processable letters with advice of receipt?

Postings lists are required for machine-processable letters with advice of receipt.
Items (envelope and item information) must meet the specifications for machine-processable letters with advice of receipt.
For additional information, please contact your customer advisor or call us at 0800 / 212 212.

What do I have to do to be able to post hybrid letters with advice of receipt?

First, you should make sure that you meet the technical requirements. Please talk to your IT department or to your IT service provider first. Your customer advisor will provide the latest technical interface description.
Then, we will authorise the agreement about technical standards and the operational processing of hybrid letters with advice of receipt. This will include the production norm, the interface description and other useful information.
If the hybrid letters with advice of receipt are produced in accordance with our specifications and have been positively reviewed, we will give you the opportunity to test your systems. At the end of the process, you will produce 100 test items, send us the preliminary data and we will see if your systems are reacting as they should.
Your customer advisor will be happy to provide comprehensive information about this process.
If you are planning on sending small volumes of hybrid letters with advice of receipt, our hybrid letter posting portal might be a swift and straightforward solution for you. For detailed information, please visit post.at/rueckschein.

Which one of the 3 options for letters from the authorities with advice of receipt is the most inexpensive one?

The hybrid letter with advice of receipt is the most inexpensive option. For detailed information, please click here.

What options for letters from the authorities with advice of receipt are available?

The following three options for letters from the authorities with advice of receipt are available: hybrid letter with advice of receipt, machine-processable letter with advice of receipt and non machine-processable letter with advice of receipt.

How and when will I receive the delivery confirmation for my hybrid letter with advice of receipt?

Since the Austrian Delivery Act requires us to keep delivery confirmations for 5 years, Österreichische Post will hold them for this period of time. You can request to get the original by calling our customer service centre.

Where can I get information for inquiries about letters with advice of receipt?

For information about inquiries related to letters with advice of receipt, please click here.

Where can I post hybrid letters with advice of receipt?

You can post them at all distribution centres and Österreichische Post service locations.

FAQ Hazardous Goods

Business

Is postage subject to VAT?

Yes, because hazardous goods shipping is not part of universal postal services, which means that sending hazardous goods is subject to VAT.

Can I pay for shipping for patient samples I receive for examination?

Yes, to use that option, a special agreement is required. Please contact your customer advisor or call our hotline at 0800 212 212.

What substances/items may not be sent in the mail?

If these need to be labelled with a danger label as defined in templates 1 to 9 (see our hazardous goods brochure, pages 11 and 12), a special shipping document is required and special requirements apply to the driver and the vehicle.

FAQ CASH24

Business

What does the monthly flat fee include?

Installation, insurance, emptying including transport, daily transfers

Who can I talk to if I have questions?

If you have any questions, our customer service is available from Monday through Thursday from 8:00 a.m. to 6:00 p.m. and on Fridays from 8:00 a.m. to 4:00 p.m. at wertlogistik.service@post.at

What are the technical requirements for a CASH24 cash deposit safe?

You should have an Internet connection.

How will the CASH24 cash deposit safe be installed?

Your safe will be screwed to the ground as specified or safely installed using adhesive technology.

Do I have to schedule appointments for emptying the cash deposit safe?

We offer a full-service package, meaning that we will take care of emptying your CASH24 cash deposit safe as needed.

How is the transfer to my bank account done and is this tied to any bank?

We will transfer the deposited bills to your bank account every day. Our full-service package is independent of any bank and we accept both national and international bank accounts.

FAQ Parcels and Post Express

Business

How much does it cost to send a parcel or a Post Express item?

For detailed information, please see our rate calculator.

What additional services are available for parcels and Post Express items?

We have many additional services to fit your shipping needs.
Additional information is available here:

Where is my item?

Please go to our tracking service and enter your item number. This service lets you track all your parcels and Post Express items and check their current status.

Where can I pick up my items 24/7?

Items deposited at a pickup station can be picked up 24/7. Some senders offer the option of sending your items to your preferred pickup station. As an alternative, just use our parcel forwarding service via the Österreichische Post app or on post.at.

I need swift, reliable, and on-time delivery; which product is my best choice?

Post Express is the perfect solution for you!