Should an item become damaged in transit due to unsuitable packaging, our carriers will make a
decision on whether to deliver an item. Should the item be identified as unsuitable for delivery, it
will be treated as undeliverable and incur an undeliverable surcharge.
In some instances, unsuitable packaging may lead to the physical dimensions of an item being
altered and a customer incurring a format reversion. For example, Large Letters have a
maximum height of 25mm – items placed in unsuitable packaging may experience movement in
transit, resulting in the height of the package changing and exceeding the limit.
Item received
For health and safety purposes, items over 15kg must be clearly marked as weighing over 15kg
over 15kg without
or with the actual weight. In some instances the label may include Where an item is received
a clearly marked
with no clear markings, the item in question may be quarantined or a relabel surcharge applied.
item weight
Delivery delays may occur and where relabelling occurs, tracking information for the items in
question may be lost.
Item received in
Items received in point-of-sale packaging will be quarantined and returned to the customer on
point-of-sale
the following working day’s collection vehicle. The customer will be notified the items have been
packaging for
quarantined by Whistl Customer Services the following working day after receipt and
transit
undeliverable surcharges may be applied. Delivery will be delayed as a result of this process.
Item received
Postal services
without an
• Whistl staff will attempt to visually check the presence of an approved Whistl Tracking Label
approved tracking
when received into our depot. Should multiple items be identified to not include an approved
label
tracking label, the shipment will be quarantined and the customer provided the choice for the
items to be returned or processed on our untracked AllSort service as an InSight exception
where tracking visibility will be lost.
• Where the majority of items received include a tracking label, those items identified during
process to not include an approved label will be automatically processed on our untracked
AllSort service as an InSight exception. Item tracking will be lost.
Courier services
• Whistl staff will attempt to visually check the presence of an approved Whistl Tracking Label
when received into our depot. Any courier item identified without an approved label, will be
quarantined and the customer contacted the following working day and provided the option
for the item to be processed on our untracked AllSort service as an InSight exception or
returned to the customer – thereby incurring delivery delays. Should an item be returned, this
will incur an undeliverable surcharge.
• On occasion, Whistl may choose to expediate carrier handover and will not scan items within
our network, should this occur and small numbers of items without an approved tracking
label be identified, these will be automatically relabelled by our carriers. Tracking information
for the items in question will not be available and delivery speeds may be extended. In some
cases, our carrier may quarantine the items in question, providing Whistl the option for the
items to be relabelled for a charge or returned to the customer. Where items are returned,
they will be treated as undeliverable and an undeliverable surcharge applied.
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Whistl Tracked Services Customer Guide
v1.4.3
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