8.3.2 Courier Services
If a courier item is delayed in transit, a Status Report 17 may be run in Despatch Manager to highlight items due
for delivery which have not been delivered to schedule. The status report may also be used to identify items
which have not yet been received by Whist and when items are received, the expected delivery date will be
adjusted and indexed in-line with the delivery speed of the dispatch service.
Delivery delays may be escalated to your Customer Services Specialist. When raising your complaint, the
please ensure the UPI (The unique parcel identifier assigned to the product) is supplied. Please note that no
compensation is payable for delay in processing, handover or delivery.
Before escalating an issue to Customer Services, it is recommended that you first review the tracking
information for an item. Tracking information may often include detail related to a delay, for instance if an item
has been misrouted in a carrier network or a quaery against the item has been raised with Whistl Customer
Services. Items presented to Whistl which are not compliant with the procedures and processes detailed in this
guide may also incur delivery delays, please refer to our procedures for handling non-compliant items in section
12 for more detail.
8.4 Delivery Attempts
Items sent using our InSight postal service will receive a single delivery attempt. As a Royal Mail service, a calling card
will be left and the recipient supplied details on the date of the attempt and their local delivery office to collect the item.
Our Tracked and Tracked Premium Services include a maximum of three delivery attempts. A Calling Card will be left by
the delivery carrier if the deliver agent is unable to deliver the item.
For items delivered by a Courier, the card is scanned by the courier and linked to the parcel. Customers may then quote
this calling card barcode number for us to find information on the parcel. The card will include the following information:
• Date of attempt
• Number of items to be delivered
• Couriers name and contact number
• How many attempts have been made and when the courier will make the next attempt
For day specific services (for example: Sunday, by12 Saturday), should the first delivery attempt fail, subsequent
attempts will be made on the following working days.
8.5 Delivery Success
As a part-tracked service, delivery is not captured for our Tracked Lite InSight service as a tracking event. For our
Tracked and Tracked Premium services, if an item is successfully delivered, this will be visible in the tracking information supplied. The dispatch service will dictate the type of delivery confirmation 18 available:
17 Please refer to our Despatch Manager User Guide for more information 18 To view the type of delivery confirmation available for each service and definitions, please refer to section 2.4
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Whistl Tracked Services Customer Guide
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