1 Table of contents 63

Whistl Tracked Services Customer Guide

1.0 Overview		4
2.0 Included Services		5
1		5
2		5
2.1 Delivery Speeds		5
2.2 Service Coverage		6
2.2.1 Delivery Zone Postcodes		6
2.3 Weights and Dimensions		6
2.4 Delivery Confirmation		7
1		7
2		7
2.1		7
2.2		7
2.3		7
2.4		7
2.4.1 Proof Of Delivery (POD)		7
2.4.2 Signature		8
2.4.3 Optional Guaranteed Signature		8
3.0 Item Detail		9
3		9
3.1 Delivery Details		9
3.1.1 Addressing Standards		9
3		10
3.1		10
3.1.1		10
3.1.2 Addressing Standards		10
3.2 Shipment Options		10
3.2.1 Despatch Date		10
3.2.2 Customer Number		10
3.3 Package Details		10
3.3.1 Weight		10
3.3.2 Dimensions		11
3.4 Item Contents		11
3.4.1 Prohibited Items		11
3.4.2 Restricted Items		11
3.2		12
3.3		12
3.4		12
3.5		12
3.5.1		12
3.5.2		12
3.4.3 Dangerous Goods packed as Limited Quantities (LQ)		12
4.0 Preparing your items		13
3		13
4		13
4.1 Labelling		13
4		13
4.1		13
4.1.1 Address & Tracking Labels		13
4.1.2 “Orientation Arrows” - Liquids		13
4.1.3 Labelling Dangerous Goods packaged as Limited Quantities		13
4.2 Item Packaging		14
5.0 Manifesting		15
5		15
6.0 Presentation		16
6		16
6.1 Segregation		16
1.		16
2.		16
3.		16
4.		16
5.		16
5.1.		16
5		16
6		16
6.1		16
6.1.1 Postal Services		16
1.		16
2.		16
3.		16
4.		16
5.		16
5.1.		16
5.1.1.		16
6.1.2 Courier Services		16
6.2 Tray Cards		16
6.		16
7.		16
8.		16
9.		16
10.		16
10.1.		16
10.2.		16
6.2		16
6.2.1 Postal Services		16
6.2.2 Courier Services		16
6.3 Consumables		17
11.		17
12.		17
13.		17
14.		17
15.		17
15.1.		17
15.2.		17
15.3.		17
6.3		17
6.3.1 Reordering Consumables		17
7.0 Collections		18
7		18
7.1 Collection times		18
16.		18
17.		18
18.		18
19.		18
20.		18
21.		18
21.1.		18
7		18
7.1		18
7.1.1 Changing a collection time		18
7.1.2 Changing or adding a collection location		18
7.2 Customer Health and Safety procedures		18
7.3 Unloading and handover at customer premises		19
7.4 Contingency		19
8.0 Delivery		20
8		20
8.1 Item Tracking		20
22.		20
23.		20
24.		20
25.		20
26.		20
27.		20
27.1.		20
8		20
8.1		20
8.1.1 Despatch Manager		20
8.1.2 Consumer Portal		20
8.1.3 Email Notifications		20
8.1.4 Tracking Files		21
8.1.5 Tracking Links		21
5		21
6		21
7		21
7.1		21
1		21
2		21
3		21
4		21
5		21
6		21
7		21
8		21
8.1		21
8.2 Address Queries & Requests for Information		21
8.3 Delivery Delay		21
1		21
2		21
3		21
4		21
5		21
6		21
7		21
7.1		21
7.2		21
8.2		21
8.3		21
8.3.1 Postal Services		21
8.3.2 Courier Services		22
1		22
2		22
3		22
4		22
5		22
6		22
7		22
8		22
8.1		22
8.2		22
8.3		22
8.4 Delivery Attempts		22
7		22
8		22
8.5 Delivery Success		22
1		23
2		23
3		23
4		23
4.1		23
4.2		23
4.3		23
4.4		23
8.4		23
8.5		23
1		23
2		23
3		23
4		23
5		23
6		23
7		23
8		23
8.1		23
8.2		23
8.3		23
8.4		23
8.5		23
8.6 Denial of Receipt		23
8		23
9		23
10		23
11		23
12		23
13		23
14		23
14.1		23
14.2		23
8.6		23
8.6.1 Postal Services		23
8.6.2 Courier Services		23
7		23
8		23
8.6		23
8.7 Refused Delivery		23
8.8 Undelivered Items		23
7		23
8		23
8.5		23
8.6		23
8.7		23
8.8		23
8.8.1 Postal Services		23
8.8.2 Courier Services		24
8.9 Replacement Items		24
7		24
8		24
9.0 Invoicing		25
9		25
7		25
8		25
9		25
9.1 Postal Services		25
9.1.1 Non Compliance		25
9.2 Courier Services		25
9.2.1 Per Item Billing		26
7		26
8		26
9		26
9.1		26
9.2		26
9.2.1		26
9.2.2 Consignment Billing		26
7		26
8		26
9		26
9.1		26
9.2		26
9.2.1		26
9.2.2		26
9.2.3 Known Surcharges		26
9.2.4 Reversions		27
9.2.5 Unknown Surcharges		27
9.3 Querying an Invoice		27
10.0 Forecasting		28
7		28
11.0 Supporting You		29
9		29
10		29
11		29
11.1 Implementation		29
11.2 Customer Services		29
10		29
11		29
11.1		29
11.2		29
11.2.1 Raising queries and issues		29
11.3 24/7 Technical Support		30
11.3		30
11.3.1 When to call		30
11.3.2 Unsupported Issues		30
11.3.3 Raising a query		30
11.3.4 Priority Levels		31
7		31
8		31
9		31
10		31
11		31
11.1		31
11.2		31
11.3		31
11.3.1		31
11.3.2		31
11.3.3		31
11.3.4		31
11.3.5 Escalations		31
12.0 Procedures for handling non-compliant items		32
8		32
10		32
11		32
12		32
12.1 Item Details		32
12.2 End of Day Manifest		35
12		35
12.1		35
12.2		35
12.3 Presentation		35
12.4 Collections & consumables		39
12.5 Delivery		39
13.0 Glossary		40
Appendix A – Example Tracking Label		42
Appendix B – Example Tray Card		43
Appendix C – Example Tracked Container Card		44
Appendix D – Example Premium Tracked Container Card		45
Appendix E – Example Forecasting Template		46
Appendix F – Example Invoice		47
Appendix G – Suggested Fixed Weights & Dimensions		48
Appendix H – Normalised Tracking Events		49
Appendix I – Additional Transit Days		51
Tracked 48		51
Tracked 72		52
B2B48		52
Appendix J – Prohibited & Restricted Items		53
Appendix K – “Orientation” Arrows		60
Appendix L – LQ Labels		61
Appendix M – Example Authority Letter		62
Version Control		63

Made with FlippingBook - Online Brochure Maker