FAQs about the MaaS Pick-up Portal

First enter a valid device number that has been registered for returns logistics and click on “Start”. Then fill in the fields for the sender and specify the device types to be sent.

The following steps are generally required to initiate a return:

• Only customers with data loggers that have been registered for returns logistics can initiate a return. Each serial number can only be used once.
• Enter the serial number in the ELPRO Return Portal and click on “Start”. The recipient address is automatically provided by ELPRO.
• Complete the online form with your sender details and the description and number of devices to be returned.
• After completing the form, you can print a shipping label and book a collection via the integrated shipping service provider (FedEx/DHL).
• You will also receive an email with the shipping label and the time and date of collection. 
• Pack the devices securely and attach the shipping label to the package.
• Hand over the parcel to the shipping service provider or use the booked collection service.

You will need the following information:

• Valid serial number (mandatory field, can only be used once)
• Sender data (name, address, city, zip code, country, contact name, telephone)
• Device type
• Number of devices returned
• Number of packages

No, the recipient address is predefined by ELPRO and displayed automatically.

The portal is using FedEx/DHL as forwarder. After submitting the form, you can print a shipping label and book a pickup.

Once you have printed the label, you can book a collection. Please note the pick-up times displayed.

The portal is available in German and English and the language can be changed manually.

You can access the “LIVE SUPPORT” or “FAQ” section to get support.

No, you can specify several devices in one return. To do this, enter the device types and the number in the corresponding field.

After submitting the form, you can print a shipping label.

The portal is intended exclusively for users with valid serial numbers whose devices have been registered in advance for returns logistics.

Please make sure that the serial number is correct and has been approved for return. If necessary, contact ELPRO Support.

No, each serial number can only be used once for a return.

A piece is a single, ready-to-ship packaging unit (e.g. a box or parcel) in which you combine your devices for return and send them to ELPRO.

According to the portal instructions, a maximum of 150 data loggers may be sent per packaging-units (pieces). If you exceed this quantity, you must create several packaging-units (pieces) and label them accordingly.

• LIBERO GL: Temperature data logger for storage and transportation
• LIBERO GF: Temperature data logger for deep-freeze applications
• LIBERO GH: Temperature and humidity data logger
• LIBERO GE: Temperature data logger with external sensor
• LIBERO GF ext: Temperature data logger with extended battery life and external sensor

I have booked the collection of my return in the ELPRO Return Portal, but the parcel has not been collected. What should I do?

• Wait for the collection period:
  There may be delays with the shipping service provider. Please wait until the scheduled collection period is complete.
  
• Re-booking:
  If necessary, you can order a new collection in the portal.
• Contact live support:
  If the collection still does not take place, use the LIVE SUPPORT in the Return Portal:
  • Click on LIVE SUPPORT in the menu.
  • Fill in the support form with your contact details, the serial number and a brief description of the problem (e.g. “Collection not completed”).
  • Submit the form. The support team will contact you as soon as possible and clarify the next steps.

Tip:

Have your serial number and all relevant details ready to enable quick processing by support.