Whistl Tracked Services Customer Guide

9.2.4 Reversions

If items are incorrectly presented, a reversion may occur to correct the Zone, Format or Service. At point of

invoicing Whistl may not be aware of these reversions, therefore when notified by our carriers a reversion will be

addressed in a later invoice via a credit and re-invoice process.

For more information on when a reversion may occur, please refer to our Procedures for handling non-compliant

items.

9.2.5 Unknown Surcharges

There may be occasions when items which have been incorrectly presented or declared incur additional

surcharges from our carriers which are unknown at the point of invoicing. Example occurrences may include,

but are not limited to:

• Prohibited items identified and secure destruct charges applied

• Item presented with no carrier pre-advice. A carrier pre-advice is only triggered when a customer completes

our end of day manifest process.

• Items which exceed the maximum dimensions for the declared service.

When unknown surcharges occur, these will invoiced once Whistl has been notified by our carriers. This may

occur in a different invoicing week to the original invoicing week.

For more information on when an unknown surcharge may occur, please refer to section please refer to our

Procedures for handling non-compliant items.

9.3 Querying an Invoice

Should you wish to query an invoice, please raise your query within 14 days of the invoice date with your Customer

Service Specialist. If you would like to query multiple invoices, a separate query should be raised against each affected

invoice.

To help us in resolving your query, please include the following information when raising your query:

• Your company name

• Your account number and the Client ID against which the query relates

• The number and date of the invoice being queried

• The reasons for your query

• If applicable, any affected UPI’s or supporting information

We aim to resolve invoice queries within 20 working days, but the resolution time will depend upon the complexity of the

query and you sending Whistl the relevant information.

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Whistl Tracked Services Customer Guide

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