8.0 Delivery
As a postal service, items despatched using our Tracked Lite InSight service will be handed over to Royal Mail for final
mile delivery using Whistl’s Downstream Access contract with Royal Mail. As a part tracked service, tracking is available
from receipt into Whistl’s network through to handover downstream at the recipients local Royal Mail Inward Mail Centre.
Tracked and Tracked Premium items are handed over to couriers offering fully tracked services and may be tracked from
receipt through to delivery. B2C services are typically delivered using lifestyle couriers, whilst items despatched on B2B
services will be delivered using traditional couriers.
8.1 Item Tracking
When tracking items, customers may view normalised and carrier tracking events.
Carrier events are events supplied direct by a carrier to Whistl and may also be viewed on a carrier website when
tracking an item direct. As tracking event descriptions may vary between carriers, our normalised events allow Whistl to
use a standardised list of carrier events across all carriers to assist with reporting and increase consumer understanding
of the delivery process.
To help our customers manage their item deliveries, Whistl has provided a number of tools and features to help track items and
manage the expectations of recipients:
8.1.1 Despatch Manager
Our Despatch Manager platform includes item level search by UPI (Unique Parcel Identifier), Consignment
Number and a range of additional search fields. Customers may view both normalised and carrier events, with
tracking information updated near-real time by our carriers.
Despatch Manager also includes a number of additional features to help with item tracking and reporting,
please refer to our Despatch Manager User Guide for more information.
8.1.2 Consumer Portal
Recipients may search for items using Whistl’s consumer tracking portal and searching by UPI (typically the
item barcode) or Consignment Number with postcode validation.
www.whistl.co.uk/trackmyitem
Tracking information is in line with our Despatch Manager platform and only normalised events will be shown.
8.1.3 Email Notifications
Email notifications from Whistl are free of charge and can also include tracking links which link directly through
to our consumer portal with the latest tracking information for your items. With a range of tracking events
available, you can choose when to email your customers, using different email templates for each of your
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Whistl Tracked Services Customer Guide
v1.4.3
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