brands. For more information on sending email notifications to recipients, please refer to our Despatch
Manager User Guide.
8.1.4 Tracking Files
Scheduled tracking files can be returned to you via FTP to enable you to update your own websites and
systems. The files may be configured to show normalized events, carrier events or both.
8.1.5 Tracking Links
Customers which integrate direct with Whistl using web services have the added benefit of taking a tracking link
back through an API call. Allowing them to use their own systems to send email notifications with tracking links
through to our consumer portal.
8.2 Address Queries & Requests for Information
For our courier services, if a courier is unable to deliver an item due to a problem with the address, an address query or
request for more information will be raised by the carrier with Whistl Customer Services. Example address queries
include, but are not limited to:
• Incorrect item postcode
• Address does not exist
• Unable to locate address (or house name)
Should a query be raised by our carrier, you will be contacted by your customer services specialist and asked to update
the delivery information for the item. From the point of a query being raised, the carrier must be updated within two
working days of the corrected detail. If you are unable to correct the detail within the given time period, the item will be returned to you as undeliverable and an undeliverable surcharge applied 16 .
Should the query result in a new address label being applied to the item, a relabel surcharge will apply.
8.3 Delivery Delay
8.3.1 Postal Services
If a recipient is querying an item due for delivery, our Despatch Manager portal may be used to confirm when
the item was received by Whistl and handed over to Royal Mail. As a part tracked service, it is not possible to
track items after handover and identify delivery delays which may occur in Royal Mail’s network. A delay will
have occurred in Whistl’s network should an item be shown as handed over more than two working days after
receipt. Please note that no compensation is payable for delay in postal processing, handover or
delivery.
16 For more information on the procedures for handling items when an address query is not resolved, please refer to section 12.5 in our
procedures for handling non-compliant items.
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Whistl Tracked Services Customer Guide
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