What is Payreq Delivery?

Payreq Delivery is a secure, cloud-based platform for sending bills, notices, and other essential documents to your customers digitally, while still supporting paper delivery when it's needed. It's built for any organisation that sends documents at scale: a council, utility, school, or other biller or mailer.

Payreq Delivery isn't a replacement for your core business system. It complements it by managing the final step of delivery: getting each document to the right recipient, through the right channel, securely and reliably.

What Payreq Delivery does

Payreq Delivery centres on three connected concepts, each covered in more detail elsewhere in these guides:

• Contacts: the record of who each document belongs to
• Subscriptions: a customer's choice to receive documents digitally rather than by post
• Mail: the documents themselves, tracked from upload through to delivery or fallback print

Documents can be delivered digitally, and every delivery outcome is tracked and archived, giving you visibility into what's been sent, what's pending, and what needs attention.

How Payreq Delivery fits into your existing process

Once you've chosen Payreq for digital document delivery, an onboarding contact from Payreq will guide you through setup, from initial configuration through to go-live. Most organisations are fully set up within two to four weeks, depending on complexity.

At a high level, onboarding involves gathering samples of your documents, brand assets, and Contact identification rules; configuring your Delivery console, authentication steps, and delivery channels; and approving test runs before going live.

After launch, you manage your Mail, Contacts, and Subscriptions directly through the Payreq Delivery console. For the full onboarding checklist and what Payreq configures versus what you provide, see Getting started: Payreq Delivery for billers and mailers.

Roles and responsibilities

Two types of users typically manage day-to-day workflows in Payreq Delivery, alongside Payreq itself.

Biller/mailer staff (e.g. rates teams, accounts teams, administrative staff) generally:

• Review and approve Mail before it's sent, if this step is enabled
• View and manage Subscriptions
• Manage Subscriptions flagged Deregister? when a Contact's details change, such as a change in property ownership
• Add or update Contacts manually
• Investigate failed or undeliverable Mail

Print Service Provider (PSP) partners, sometimes called a mailhouse, generally:

• Upload print jobs and generate Mail batches
• Automatically refresh Contacts via print files
• Flag undeliverable addresses and manage bounce-to-print logic
• Trigger returns and review delivery statuses in bulk

Not every organisation uses a PSP. Some billers and mailers upload finished documents directly to Payreq themselves. Where a PSP is involved, biller/mailer staff typically focus on validation and customer care, while the PSP focuses on large-scale Mail processing.

Payreq's role sits behind both: providing the platform that connects Contacts, Subscriptions, and Mail, handling secure delivery across channels, and giving both biller/mailer staff and PSP partners visibility into delivery outcomes.