12.0 Procedures for handling non-compliant items
The following tables detail the actions which Whistl may take in the event that items are received which do
not comply with the requirements and procedures detailed in this guide.
Issues of non-compliance may lead to delays in the processing and delivery of items, in addition to carrier
surcharging.
12.1 Item Details
Issue
Resultant and corrective actions where applicable
The dimensions
Postal services
declared against
• Where the actual dimensions exceed the maximum dimensions for the declared format, the
the item do not
item will be reverted to the correct format. Items will be invoiced based on the actual format
match the
of the item.
dimensions of the
• Should an item exceed the maximum dimensions for a Packet, the item in question will be
physical item
reverted to an untracked Parcel and all tracking data lost. This will appear on the customers
received
invoice as either an InSight exception or standard parcel.
Courier services
• Where the actual dimensions exceed the maximum dimensions for the declared format, the
item will be reverted to the correct format by our carriers. If the item format may not be
carried by the service selected, the item will also be reverted to a different service, thereby
incurring delivery delays. During this process, item tracking may be lost and a relabel
surcharge incurred. When notified by our carriers that a format and/or service reversion has
occurred, this will be addressed in a supplementary invoice as part of a credit and re-invoice
process.
• Should a carrier be unable to revert an item to a different format and/or service, the item will
be returned and an undeliverable surcharge applied.
• During the process of reverting an item to the correct format and/or service, should Whistl
incur any additional surcharges from our carriers, these will be passed over to the customer
as part of a supplementary invoice.
• Should the declared dimensions result in the item being misrouted to the wrong carrier, the
above will still apply and any additional carrier costs incurred will be passed over to the
customer.
The weight
Postal services:
declared against
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Whistl Tracked Services Customer Guide
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