8.8.2 Courier Services
Courier items are returned to the sender via Whistl.
An item will be classed as undeliverable if delivery has not been effected before all delivery attempts for the
service are exhausted or the recipient rejects the delivery.
Items may also be classed as undeliverable for the following reasons. Please refer to our procedures for
handling non-compliant items in section 12.0 Procedures for handling non-compliant items for more information:
• The item received by Whistl or our carrier is damaged
• An item contains prohibited goods, is too large or too heavy for the declared service
• An Address Query is not resolved with the carrier within 2 working days
Undeliverable will be returned to the customer by Whistl within 7 working days of the first Return To Sender
scanning event.
Undeliverable items may be identified by RTS (Return to Sender) tracking events. Whistl is unable to influence
the RTA
8.9 Replacement Items
If a replacement item is despatched, the item must be despatched upon a new tracking label with a new unique
reference. The original despatch should not be reprinted and reused.
If an item label is reprinted and reused, it will be treated as a duplicate item by our operation and delivery delays may
occur. For more information on our procedures for handling duplicate items, please refer to section 12.3 for more
information.
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Whistl Tracked Services Customer Guide
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