the item does not
• Where the actual weight exceeds the maximum weight for the declared format, the item will
match the weight
be reverted to the correct format.
of the physical
• Should an item exceed the maximum weight for a Packet, the item in question will be
item received
reverted to an untracked Parcel and all tracking data lost. This will appear on the customers
invoice as either an InSight exception or standard untracked parcel.
Courier services
• Where the actual weight of an item exceeds the maximum weight for the declared format, the
item will be reverted to the correct format by our carrier. 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 our invoicing process.
• Should the actual weight of the item exceed the declared weight - resulting in the item falling
into a different weight band, any additional costs incurred by Whistl will be passed over to the
customer as part of a supplementary invoice. This may include the difference in price
between the declared and actual weight bands, in addition to any carrier costs incurred from
misrouting.
• If a weight is not supplied for an item, the item will be billed against the lowest weight band
for the declared service (for example: 0-100g).
The despatch
Postal services
date declared
• Customer Status Reporting may be impacted on our Despatch Manager customer portal with
against the
items incorrectly displaying the wrong estimated delivery date.
consignment does
• The effectiveness of our consumer notifications may be reduced should customers wish to
not match the
use the expected delivery date to drive notifications or to insert the expected delivery date in
date the item was
consumer emails.
despatched
Courier services
• Customer Status Reporting may be impacted on our Despatch Manager customer portal with
items incorrectly displaying the wrong estimated delivery date.
• An incorrect despatch date may result in an item being incorrectly allocated to the wrong
carrier service or delivery round. Should this occur, delivery delays may occur and in the
process of rectifying the issue, a relabel surcharge may be applied.
• For day specific services, an incorrect despatch date may prevent an item being despatched
on the required service.
The postcode
Postal services
declared against
• Where an invalid postcode is identified, Whistl will correct the postcode at point of despatch.
This may result in the loss of tracking visibility.
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Whistl Tracked Services Customer Guide
v1.4.3
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