notified the following working day and provided the choice for the items to be returned or
processed using our untracked AllSort service. If processed as AllSort, tracking visibility will
be lost, delivery times will be extended and items will appear on invoicing as an InSight
exception.
• On occasion, Whistl may choose to expedite carrier handover and will not scan items within
our network, should this occur and postal items have been incorrectly mixed with courier
items, these will be quarantined by our carriers and the customer provided the option for the
items to be relabelled or returned. Delivery delays should be expected and where labelling
occurs, tracking information for the items in question will be lost. Returned items will be
treated as undeliverable and an undeliverable surcharge applied.
Items received
Postal services
with no Traycard
• Whistl requires each container (magnums or yorks) to be a accompanied by a format specific
or Containercard
InSight Traycard. If no traycard is supplied, Whistl shall be entitled to hold / quarantine work
until the traycard is supplied. Whistl will accept no responsibility for impact or delays to item
delivery in this event.
• Alternatively Whistl shall be entitled to process the items on our AllSort service, with
customers losing all item level related data. Whistl may process on the alternative service
without notifying the customer in advance. Items may appear on the customer invoice either
as Allsort or P&P InSight Exceptions, depending on the processing route.
Courier services
• In some instances, Whistl may require each container of Tracked or Tracked Premium traffic
to be accompanied by a Tracked Services Container Card. If no container card is supplied,
Whistl shall be entitled to hold / quarantine work until the container card is supplied. Whistl
will accept no responsibility for impact or delays to item delivery in this event.
• Alternatively Whistl shall be entitled to process the items on our AllSort service, with
customers losing all item level related data. Whistl may process on the alternative service
without notifying the customer in advance. Items may appear on the customer invoice either
as Allsort or P&P InSight Exceptions, depending on the processing route.
Damaged item
Should an item with damaged packaging be received by Whistl or our carriers, the item will be
received
treated as undeliverable and where possible, returned to the customer. If the despatch method is
for a courier service, this will incur an undeliverable surcharge.
If the damaged item contains a liquid which has leaked outside of the packaging or Dangerous
Goods despatched in Limited Quantities, this will be treated as a prohibited good in accordance
with our procedure for handling prohibited items.
Item received with
Items received with unsuitable packaging (for example: poor quality packaging, lack of
unsuitable
cushioning for fragile items, sub-standard tape) may be rejected by our carriers and treated as
packaging
undeliverable, incurring an undeliverable surcharge.
In some instances, unsuitable packaging may lead to an item being classified as prohibited or
hazardous. For more information, please refer to
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Whistl Tracked Services Customer Guide
v1.4.3
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