Frequently Answered Questions-Click for more info
“What is the difference between Complete Mailing Solutions (CMS), a local independent dealer, and Quadient?”
CMS (Local Independent Dealer)
Quadient (Central District, TX)
|Local sales of various brands of equipment, including new Quadient (formerly Neopost & Hasler) products.||Sales of ONLY Quadient (formerly Neopost and Hasler) products.|
|Sales and service calls are answered and dispatched from our Englewood, CO office.||Calls are answered and dispatched from another state.|
|Supplies are shipped from Englewood : lower shipping costs for our customers.||Supplies are shipped from out-of-state : higher shipping costs for customers.|
|Handles any customer-related issues and follows them through to satisfactory completion.||Customer responsible for resolving issues via remote 800#.|
|All solutions and decisions are managed and implemented locally by CMS owner Paul Johnson. The buck stops here!||All solutions and decisions are handled by Neopost corporate – no specific contact.|
|Headquarters in Englewood, CO.||Headquarters in Milford, CT.|
Because we are local, we are your primary resource for sales, service and supplies for your mailing equipment.
“Why does some of the equipment look the same even though it has a different make and model number?”
The manufacturers of some equipment have entered into OEM agreements with other vendors. This allows the manufacturer to distribute their equipment to a larger market. Some vendors re-name the equipment to match their brand and logo.
“Where do I send postage, leasing and invoice payments?”
CMS invoice payments (for maintenance agreements, supplies, etc.) should be sent to 3001 S. Tejon St Ste A, Englewood, CO 80110-1340. For a complete list of Quadient leasing and postage payment addresses or wiring information, click on the your equipment type: Formerly Neopost/Neofunds, Formerly Hasler/TotalFunds.
“Who do I contact regarding questions about rate changes?”
If you have questions about your Rate Change Protection or need rate updates, please contact Quadient directly at 800-636-7678 or go to rate change support page on the Quadient website.
“What are the 2020 USPS postal rates?”
The USPS will raise postal rates effective January 26, 2020. First-Class Mail rates will remain unchanged; however, package services will increase. For an overview of pricing go to: January 2020 USPS Rate Chart Summary
“How can I tell if the new USPS Rates have been downloaded onto my postage meter?”
You can easily determine if your rates have been downloaded. Just follow these simple instructions: Rate Change Verification or, Watch Video
“What do I do to be IMpB compliant?”
All parcels, packages, Priority Mail and Priority Mail Express items of any shape, size or price category (including Flat-rate boxes and envelopes) will require a label with a tracking barcode. This FAQ contains highlights of label options and requirements. IMpB FAQ.
“How do I redate postage if I missed a mail date?”
The USPS requires that the date a mailpiece goes in the mail must be printed on the indicia. If a mail pickup was missed, you’ll need to print the current date on the back of the mailpiece. Find out how with these downloadable instructions or video.
“How do I get a refund for postage incorrectly imprinted on envelopes?”
To get your money refunded, you’ll need to take the affected mail pieces to your local Post Office that handles your company’s mail and fill out a Form 3533 – Application and Voucher for Refund of Postage and Fees – within 60 days of the metered date. Detailed instructions.
“What Is a PSD Locked Error Message and How Do I Fix It?”
The USPS requires your meter communicate with the server at least once every three months. If it does not, an “PSD Locked” error message will display on your meter and you will be unable to print postage. This applies only to IN/IM/IS Quadient models. For printed instructions: How To Clear a PSD Lockout. For video instructions: Video
“How do I install an ink cartridge or ink tank into my mail machine?”
There are instructions for changing your ink cartridge or ink tank on each box. You can also get printed instructions here, refer to your equipment manual, or Watch Video
“How do I tell when an ink cartridge was put into my mail machine?”
Your mail machine captures the date a new ink cartridge was installed. You can identify this date by following these simple instructions:
- Go to the Main Menu on your mail machine
- Select Option 12 (Ink Cartridge)
- Select Option 1 (Ink Cartridge Information)
The “First Used Date” is when the cartridge was put in the machine and used. You will also see an indicator of the amount of ink used. While this is a good general indicator, it may not be completely accurate as there are two print heads within a single cartridge and one may be lower on ink than the other.
“How do I know how much ink is left in my ink cartridge?”
You can determine how much ink is left by following these simple steps:
- Select Menu button
- Select Ink Cartridge (Option #12)
- Choose Ink Cartridge Information
“How do I print postage on a label or meter strip?”
You can print postage on a meter strip by selecting the label key on your postage meter and indicating how many labels you would like to print. Watch our video for easy to follow instructions.
“Why does my postage meter only print part of the postage amount on my envelopes?”
If only part of the postage indicia prints out on the envelopes (e.g., the lower half prints but the top half does not), this typically means the cartridge needs to be replaced. There are two print heads within a single cartridge, and one may be lower on ink than the other. While your machine may indicate there is ink left in the cartridge overall, it does not indicate the difference between the two print heads.
If the machine is used intermittently, the print heads can dry out. You can take the cartridge out of the machine, lightly wipe off the print heads with a clean, slightly damp cloth or paper towel, and replace the cartridge into the machine. If this does not correct the problem, then you will need a new ink cartridge.
“How do I improve my mail machine’s print quality and ink consumption?”
There are some simple steps you can take to ensure your mail machine is not consuming ink unnecessarily and prints clearly every time. This FAQ outlines some simple steps you can take to improve your mail machines performance. For printed instructions: Improving Print & Ink Consumption. To watch a video: Video
“How do I seal envelopes on my mail machine without printing postage?” You can select a seal-only function on your mail machine. You can find instructions here.
“How do I clear a jam/misfeed in my mail machine?”
Jams and misfeeds can happen in the feeder, dynamic scale or base of your mail machine. Each section has easy release mechanisms that allow you to clear jammed material. Follow these printed instructions or watch our video.
“How do I generate reports from my mail machine?”
You can easily generate single reports viewable on-screen or multiple reports and download them to an xcel spreadsheet. This video gives you step-by-step instructions.
“How do I add a slogan to my postage meter imprint?”
Quadient provides hundreds of slogans that you can download onto your postage meter and imprint on your envelopes next to the postal indicia. You can find all the options in your myquadient.com account. This video shows you how to print them from you mail machine.
“How do I add a custom text message on my postage meter imprint?”
You can print custom text messages on your envelopes using your mail machine. Include new offers, thank customers for their business – the sky’s the limit! This video shows you how easy it is!
“What is your return policy on postage meter supplies?”
We sell both inking systems and labels to our customers. All unopened supplies, with the exception of special orders and non-stock items, can be returned to us within 60 days of shipment for a credit, which can be applied to future purchases (no refunds). Within the 60 days, if you have already paid the invoice for the supplies you wish to return, we will issue a credit against the invoice, less the shipping and handling charges. Please be aware that, in some cases, there may be a restocking fee.
There will be no credit given for supplies that:
- Have been opened or partially used;
- Were not ordered from CMS
- Have been damaged and are not usable
For those customers who purchase supplies in quantity, please be aware that we are not responsible for any defective supplies beyond these timeframes.
To avoid any potential problems, we suggest that you keep track of the average time it takes to use your supplies and mark a reorder time on your calendar. We keep a full line of supplies on hand at all times and can ship same-day, if needed.
“What is your policy for defective postage meter supplies?”
If supplies are found and confirmed to be defective, a replacement will be shipped at CMS expense. Defective supplies must be shipped back to CMS for validation and the customer’s account may be credited for return shipping costs. The credit will be prorated for ink cartridges that have been used more than 60%.
“How long are credits valid?”
All credits must be redeemed within 1 year of issuance. Any unused credits will expire after 12 months.
“What is your policy for canceling maintenance contracts?”
Maintenance contracts must be canceled in writing from the customer, stating the reason for cancellation. Verbal cancellations will not be accepted. Maintenance contracts with less than 90 days remaining will not be refunded under any circumstances.
At management discretion, customers may be given a refund for the remaining part of their maintenance contract, less 30 days prorated, if:
- Customer moves or relocates outside of CMS’ service area
- Customer no longer has the equipment covered in the contract
- By mutual agreement of CMS and customer
- CMS management’s discretion.
“What do I need to do when my business moves?”
It is important to contact CMS when your business moves. You should generate a letter (on your letterhead), addressed to Neopost/MailFinance, providing your new address and the date you will be moving. You should also indicate whether you want CMS to move your mailing equipment for you or not (please be advised there is a fee for CMS to move the equipment). Forward this letter to CMS at: email@example.com. CMS will contact Neopost on your behalf to ensure all records are updated. Please allow at least 15 business days for the changes to take place.
If you will be moving to a different ZIP code, you will need a new Town Circle on your meter. Otherwise, the Post Office may return your mail to you (mail must be sent from the ZIP indicated on the Town Circle). Once your new address has been updated, you will be able to download the new Town Circle on your meter. Please feel free to contact CMS for instructions when you are ready to download.
“What do I need to do when my business changes its name?”
It is important to contact CMS when the name of your business changes (but not ownership). You should generate a letter (on your letterhead), addressed to Neopost/MailFinance, indicating what the new company name will be and when the name change will take effect. You should also include a W9 with the new name of the company. Please include a contact name, phone and email address in case there are any questions. Send this letter to CMS at: firstname.lastname@example.org. CMS will contact Neopost on your behalf to ensure all records are updated.
“What do I need to do when my business changes its ownership?”
It is important to contact CMS when your business will be experiencing a change of ownership. You should generate a letter (on your letterhead), addressed to Neopost/MailFinance, providing the name, phone and email of the new owner(s) as well as the existing owners along with documentation of the change (Articles of Ownership, new W9, tax certificates, etc.). Please include the name/phone/email address of the individual who should be contacted in case of questions. Send this letter to CMS at: email@example.com. CMS will contact Neopost on your behalf to ensure all records are updated. Please allow up to 45 days for the changes to take place.
Neopost will follow up with new paperwork that must be signed by both the current and new owners.
“What do I need to do when my business closes?”
It is important to contact CMS when your business will be closing. You should generate a letter (on your letterhead), addressed to Neopost/MailFinance, notifying us that you will be closing your business and the date you wish your meter to be cancelled. Please include a contact name/phone/email address of the individual who should be contacted during the rental/lease cancellation process. Please make sure the phone and email will be active after the business closes to ensure that appropriate follow up can occur.
Send this letter to CMS at: firstname.lastname@example.org. CMS will contact Neopost on your behalf to ensure all records are updated. Neopost will follow up with any costs to cancel and related fees that may apply as well as how to return your equipment and get any postage remaining on the meter reimbursed (note: all meters are the property of the United State Postal Service and must be returned). Please note that Neopost does not consider your rental or lease cancelled until the equipment is returned. This process can take several weeks for Neopost to complete. Reimbursement of postage from the USPS can take up to 6-8 weeks.