1. How do I complete an audit of the lockers? We highly recommend you reconcile all packages on a weekly basis to make sure all packages in the lockers match the orders in the system, especially when the system is first installed. This can also be done on an ad-hoc basis if there is a package missing. A weekly reconciliation (audit) will ensure:
  • You have enough free lockers
  • Residents receive their packages in a timely manner
  • Carriers mistakes get fixed
  • Available lockers are actually marked as “available”
The best time to do this is in the morning, when no deliveries have been made that day and most packages have been picked up from the previous day. Here is the process for the reconciliation:
  • A. Go to the Building Manager interface and click on the “Lockers” tab.
  • B. Click the orange “Download Worksheet” button at the upper right corner.
  • C. Print the PDF that is generated.
  • D. Go to the lockers, log in with your manager code and click on “Open All Lockers” at the upper left of the screen. Or, for a package room, enter the room.
  • E. Close every locker that does not have a package in it.
  • F. Starting with the first order on your print out, make sure that each package actually is in the remaining open lockers (or on the shelf for a package room) and is for the right person.
    • a. If the package matches the name on your paper, close the locker.
    • b. If the package is actually for a different resident, write their name down on your print out, close the locker, and once you return to your computer after the audit, use Building Manager to reassign the package to the correct recipient.
    • c. If there are deliveries on the list that should be in a locker (or in the package room) but were not, enter the 6-digit access code on the screen to remove those deliveries from the system. This will mark the package as picked up and your photo and signature will indicate that it was done during an audit.
    • e. If there are packages in a locker (or in the package room) that are not on the list:
      • I. Remove the package from the locker (or room).
      • ii. Close the locker.
      • iii. Once the audit is complete, deliver the package like it is a new delivery.
      • iv. Repeat this for every package on the list.
2. How do I set up Outbound Shipping and how does it work for my residents and carriers? Check with your carriers to make sure they are able to accept and collect outbound packages from the lockers. Once you have your list of carriers that have agreed to collect outbound packages, go to the “Carriers” tab in Building Manager, click on the name of the carrier, check the “Accepts Outbound Shipping” box, and click “Update”. Once this is complete, a new “Ship a Package” button will appear for your residents on the screen at the lockers. Contact support@luxerone.com if you would like an email template to notify your residents about the outbound shipping outbound feature.
  • a. How does Outbound Shipping work for my residents and carriers?In order for a package to be shipped from the lockers, it must have a pre-paid shipping label attached, and it must fit into a small, medium, or large size locker. Outbound shipping is not available for the oversized locker.To ship a package, residents click the “Ship a Package” button on the screen at the lockers, confirm their package has the pre-paid shipping label attached by clicking “Ship a Package”, and then enter the email address associated with their Luxer One account. Next, they choose the carrier that will be shipping their package, take a picture of the label using the Touchscreen’s forward-facing camera, then choose the appropriate size locker for their package. The locker will then open so they can place their package inside and close the locker door.The next time the carrier that the resident selected comes to the lockers and enters their 4-digit delivery code to make deliveries, the carrier will be prompted to collect the package to be shipped out. Once they have removed any outgoing packages from the lockers, they can enter their deliveries.
3. How do I set up the call box at my property to allow carriers to gain entrance to the building? Luxer One is able to provide carriers with secure and auditable entry to your building through your standard access control system.  All you need to do is:
  • A. Setup a new entry in your call box for Luxer One that calls (702) 675-8937
  • B. Do a test call and note the time of the call so Luxer One can save the phone number
  • C. Email you Luxer One contact or propertysuccess@luxerone.com and let us know the date and time the test call was made and which button to press to grant access for the building.
  • D. If there are multiple call boxes, each one must be set up separately.
This will forward all calls for Luxer One to our automated system.  The system asks the carrier for their Luxer One access code, which was set up on the “Carriers” tab in Building Manager.  Once that code is entered, the system validates the code, logs the call, and allows entry.   Should a carrier not be able to gain access or if they do not know their access code, the system will forward the call to the leasing office to verify the caller and allow access as needed. 4. If a carrier is delivering more than one package for the same resident, do they have the option to put all of the packages in one locker for them?  If a carrier is delivering more than one package for a person at the same time, yes, they have the ability to log in multiple packages to place into the same locker. There is a button labeled “Add another package for same customer”. This will bring up the camera for the carrier to take a picture of the second package. 5. If a carrier has a package for a resident who already has a package in a locker from a previous delivery, does the system give the carrier the option to put them together? If a resident receives a second package after the first was already delivered to a locker (earlier in the day or by a previous carrier), the package will go into a separate locker – the system will not re-open the locker with the first package inside once that delivery is complete. 6. What happens if a package is too large for the oversized locker? If a resident is expecting a package that is too large to fit into the oversized locker, they should schedule the delivery to arrive when they will be home to accept it at their door. 7. If all the lockers are taken and none are available, what happens to the package? If all the regular sized lockers are full, the oversized locker is setup to accept multiple packages, and overflow packages can be delivered into that locker.
  • a. What message does the carrier see when they try to deliver it to the locker? When the carrier is making deliveries and arrives on the screen where they select the appropriate size locker for their package, if all the regular sized lockers are full, the only locker that will show available for new deliveries will be the oversized (XL) locker.
  • b. What kind of notification does the resident get? There is no special notification for the resident in this situation – they would receive an email/text message to pick up their package as normal. In the event that the oversized locker becomes full, you can decide what you would like done with the packages and include that in the package acceptance policy you’ve created for the property.
8. The audit instructions say that if there is a package logged in the system but not in the locker to just remove the package from the system. What would ever cause this to happen?   If a staff member used their manager code to open a locker and pull the package to give it to the resident, the removal would not be logged in the system. To clear these deliveries, someone must log into Building Manager and mark the package as “Picked Up” or enter the 6-digit access code at the lockers to “pick up” the package. If this step isn’t completed, the package will still show in the locker in the system. 9. Who do I contact when a carrier refuses to use the lockers or locker room? At the corporate level, we have support from all the major carriers.  Usually, it is just a case of sharing your acceptance policy with carriers and asking them to share it with their supervisors.  We have had good feedback from supervisors when they see the official acceptance policy for your location, and carriers like having guaranteed first-time delivery, which our lockers ensure.  If this does not work:
  • A) The Luxer One User manual has some great strategies for dealing with this, especially in the USPS and Signing of Packages sections.
  • B) If you are still encountering resistance from your delivery drivers after speaking with their supervisor, please email support@luxerone.com to be put in touch with your Account Manager.
10. If a resident is having trouble locating a package, what steps can we take to resolve their issue? If a resident can’t find a package, they should contact Luxer One support as soon as possible, at (415) 390-0123 or support@luxerone.com. We recommend adding a link to luxerone.com and including the contact information for our support team on your property’s website or resident portal. 11. If one or more lockers are not opening, or if the locker system is not working, who should I contact? If individual lockers stop working, please put them out of service on the “Lockers” tab in Building Manager. Doing so emails Luxer One support.  If additional information is needed, support will reach out to the property. If the issue is more widespread or serious than one or two stuck lockers, please contact support right away. 12. What time is customer support available? Our support team is available 24 hours a day, 7 days a week. 13. How long will it take for customer support to get back to me?  Response times can vary, but you should expect to hear back from customer support emails within 2 hours. 14. What do we do if a resident does not want their packages delivered to the lockers or the package room? If a resident does not want their packages delivered to the package lockers or package room, you can update their status to “Opted Out” in Building Manager, which will direct the carrier to deliver their package elsewhere the next time they attempt to deliver the resident’s package to the Luxer One System. Click on the “Residents” tab, search for the resident by name or unit number and open their Luxer One profile.  Under status, choose “Opted Out”. When you do this you will see a text field appear below where you can enter the message to show when carriers attempt the delivery to this resident.  You can customize this message to display whatever you like.  The default message is “This resident has requested to pick up packages at your sorting facility. Please do not deliver to the lockers”. 15. What if we have a resident without an email address? An email address is needed to create a Luxer One Profile.  If a resident does not have an email address but has a cell phone, you can create a Luxer One account for them using a fake email address (e.g. donotreply@noemail.com etc.) and include their active cell phone number so they can receive the text notifications to pick up their packages.  If the resident has no email or cell phone, they cannot have a Luxer One profile and packages sent to this resident will be assigned to the House Account. Property Management will receive the delivery notifications and can make arrangements to deliver to that resident.



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