Whistl Tracked Services Customer Guide

Transcription

Tracked Services
Customer Guide
v1.4.3
1
v1.4.3
Contents
1.0 Overview ...................................................................................................................................................... 4
2.0 Included Services ........................................................................................................................................ 5
2.1
Delivery Speeds ................................................................................................................................. 5
2.2
Service Coverage .............................................................................................................................. 6
2.3
Weights and Dimensions ................................................................................................................... 6
2.4
Delivery Confirmation ........................................................................................................................ 7
3.0 Item Detail .................................................................................................................................................... 9
2.5
Delivery Details .................................................................................................................................. 9
5.2
Shipment Options ............................................................................................................................ 10
5.3
Package Details ............................................................................................................................... 10
5.4
Item Contents ...................................................................................................................................11
4.0 Preparing your items.................................................................................................................................. 13
4.1
Labelling........................................................................................................................................... 13
4.2
Item Packaging ................................................................................................................................ 14
5.0 Manifesting ................................................................................................................................................ 15
6.0 Presentation ............................................................................................................................................... 16
6.1
Segregation...................................................................................................................................... 16
6.2
Tray Cards ....................................................................................................................................... 16
6.3
Consumables ................................................................................................................................... 17
7.0 Collections ................................................................................................................................................. 18
7.1
Collection times ............................................................................................................................... 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
2
8.1
Item Tracking ................................................................................................................................... 20
8.2
Address Queries & Requests for Information .................................................................................. 21
8.3
Delivery Delay .................................................................................................................................. 21
8.4
Delivery Attempts ............................................................................................................................. 22
8.5
Delivery Success ............................................................................................................................. 22
8.6
Denial of Receipt ............................................................................................................................. 23
8.7
Refused Delivery ............................................................................................................................. 23
8.8
Undelivered Items ............................................................................................................................ 23
8.9
Replacement Items .......................................................................................................................... 24
v1.4.3
9.0 Invoicing ..................................................................................................................................................... 25
9.1
Postal Services ................................................................................................................................ 25
9.2
Courier Services .............................................................................................................................. 25
7.2
Querying an Invoice ......................................................................................................................... 27
10.0 Forecasting .............................................................................................................................................. 28
11.0 Supporting You ......................................................................................................................................... 29
11.1
Implementation ................................................................................................................................ 29
11.2
Customer Services .......................................................................................................................... 29
11.3
24/7 Technical Support .................................................................................................................... 30
12.0 Procedures for handling non-compliant items ......................................................................................... 32
12.1
Item Details ...................................................................................................................................... 32
12.2
End of Day Manifest ........................................................................................................................ 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 – Tracked Container Card ............................................................................................................ 44
Appendix D – 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
Appendix J – Prohibited & Restricted Items .................................................................................................... 53
Appendix K – “This Way Up” Arrows ............................................................................................................... 60
Appendix L – LQ Labels .................................................................................................................................. 61
Appendix M – Authority Letter ......................................................................................................................... 62
Version Control ................................................................................................................................................ 63
3
v1.4.3
1.0 Overview
Whistl Tracked Services encompass a range of part and fully tracked services. Utilising both postal and courier channels,
delivery speeds vary from 2/3 day through to time specific next day services, with a range of formats by service including
eCommerce Large Letters through to heavy and large Parcels.
Our postal services use Whistl's established downstream access network to inject items into Royal Mail for final mile
delivery. Items despatched using courier services are handed over to specially selected carrier partners which use
lifestyle or traditional couriers for delivery.
Ideal for both large multi-channel retailers and small independents, our Tracked Services are accessed by either directly
integrating with the Whistl Carrier Management System or by using our Despatch Manager system to import and
despatch orders. For more information on our integration requirements, please refer to the following documentation:
•
Integrate with Tracked Services Information Card
•
Web Services Integration Guide
•
Despatch Manager User Guide
This guide is designed to support customers accessing our range of domestic Tracked Services, should be used in
conjunction with our customer contract and the information contained is based on customers accessing our full range of
carriers. Covering our full process from item level detail through to presentation and invoicing requirements - collections,
invoicing and troubleshooting.
Please refer to the end of this guide in the section titled for information on any changes made to the guide since the last
version was issued.
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v1.4.3
2.0 Included Services
Product & Service
Tracked Lite
Tracked
Description
InSight
UK part-tracked postal service
Tracked 48
Domestic business to consumer tracked courier service
Tracked 72
B2B 48
Domestic business to business tracked courier service
Next Day
Domestic business to consumer and business to business tracked courier service
By12
Saturday by12
Sunday
Premium Tracked
2.1 Delivery Speeds
The delivery speed for each of our products is measured from the first physical scan of an item. As a part tracked
service, InSight is only measured to carrier handover, whilst Tracked and Premium Tracked services are measured to the
first delivery attempt of the carrier. For more information on item delivery and delivery attempts, please refer to section
8.0 Delivery.
Please note that the delivery speeds and times set out in this guide are service aims only and the actual times for
processing and delivery are not guaranteed. Please refer to our customer contract for more information regarding our
service levels:
Delivery
Days
Attempts
Handover to
Carrier
1st Delivery
Attempt
InSight
Mon-Sat
1
1-2 days
2/3 days
Tracked 48
Mon-Sat2
3
Tracked 72
Mon-Sat
3
B2B 48
Mon-Fri
3
Next Day
Mon-Sat
3
By12
Mon-Fri
3
Saturday by12
Sat
3
Sunday4
Sun
3
Product & Service
Tracked Lite
Tracked1
Delivery Speed
Premium Tracked
2 days3
0 Days
3 days
1 days
0 Days
1 day
1
Items destined for Out Of Area (OOA) postcodes may take up to 7 days for a first time delivery attempt to take place. Please refer to section
2.2 for more detail on service coverage.
2
Delivery days may vary from some remote and mainland postcodes. Please refer to Appendix I for more information
3
Additional transit days may apply for some remote and mainland postcodes. Please refer to Appendix I for more information
4
Our Sunday service is a Next Day service, items must therefore be collected for injection into our carrier on a Saturday. Only the first
delivery attempt will be made on the Sunday.
5
v1.4.3
2.2 Service Coverage
As a postal service, our part-tracked InSight service has full national coverage to all UK postcodes. Our Tracked and
Premium Tracked courier services have the following coverage:
Standard
Mainland
UK
British
Isles
OOA1
Channel
Islands
OOA2
British
Isles
OOA3
Northern
Ireland
Tracked 48





Tracked 72




B2B 48




Next Day

5
By12

Saturday by12

Sunday

Product & Service
Tracked
Out of Area
Premium Tracked

2.2.1 Delivery Zone Postcodes
An out of area surcharge may be applied for out of area postcodes, please refer to your contract for more
information on your pricing. Our standard and out of area zones are defined by the following postcode districts:
UK Mainland
British Isles6
OOA1 Channel
Islands
OOA2 British Isles
OOA3 Northern
Ireland
AB, AB37-38, AB55-56
DD3-11, DG3-4, DG6-9
EH35-40, EH42-46
FK14, FK20-21,
FK18-19
TR21-25
G83-84
KA6, KA18-19, KA26
KY9-10, KY14-16
ML11-12
PH3-16
TD1-8, TD10-14
IM1-9, IM99
PO30-41
JE, GU
HS1-8, HS9
IM1-9, IM99
IV1-28, IV30-32, IV36, IV40-49,
IV51-56, IV63
KA27-28
KW1-17
PA20--38, PA40-49,
PA60-78, PA80
PH17-26, PH30-39,
PH42-44, PH49-50
ZE1-3
BT
2.3 Weights and Dimensions
The following weights and dimensions are indicative and based on accessing our complete range of products, services,
formats and carriers. If as part of your contract, you have chosen to exclude a carrier from your service mix, please refer
to your contract for details on the available formats, maximum weights and maximum dimensions.
Product & Service
Format
Max Weight
Max Dimensions
Please note that items over 1.2m in length, weighing greater than 15kg or despatched on Next Day B2B services may not be
despatched to postcodes in this zone.
6
Depending upon item size, weight and service selected, these postcodes may appear as British Isles on your invoice, and pricing will be in-line
with UK Mainland pricing. Items sent on Next Day B2B, by12 and Saturday by 12 services may not be sent to these postcodes.
5
6
v1.4.3
Tracked Lite
Large
Letter
750g
353 x 250 x 25mm
Packet
2kg
640 x 460 x 460mm
Packet
1.5kg
450 x 350 x 200mm
Parcel
31kg
1.5m in length and 0.23m3
Large
Parcel
31kg
3m in length, 2.4m girth or length plus girth of 4.2m
Tracked 72
Packets
3kg
450 x 350 x 200mm
B2B 48
Parcels
31kg
Packets
1.5kg
450 x 350 x 200mm
Parcels
31kg
By12
Parcels
31kg
Saturday by12
Parcels
31kg
Packets
1.5kg
Parcels
31kg
1.2m in length or length plus 2x each other
dimension must be no greater than 2.25m
InSight
Tracked 48
Tracked
Next Day
Premium
Tracked
Sunday
2.4 Delivery Confirmation
Confirmation of delivery will be received in-line with the following table. For more information on POD, Signature and
Optional Guaranteed Signature – please refer to section 7.
Product & Service
Tracked Lite
Tracked
Leave Safe
Signature
Optional Guarnteed Signature
InSight
Tracked 48

7

Tracked 72


B2B 48
Next Day
Premium Tracked

8
By12

Saturday by12


Sunday

.
2.4.1 Proof Of Delivery (POD)
POD is defined by the provision of a signature either from the recipient address or a neighbour to the left, right
or directly opposite the recipient address. When available, a copy of a signature may be obtained direct from
Whistl Customer Services.
POD also includes an item being left in a safe place at the recipient address. Example safe places include, but
are not limited to: Garage, Outbuilding, Porch, Reception and Shed.
Where an item is left in a safe place, a calling card will be left by the carrier detailing the location – this may also
be reflected in tracking information for the item.
Items greater than 1.2m in length or weighing more than 15kg will be despatched on a Signature service with no leave safe option
B2B items and packages greater than 1.2m in length or weighing more than 15kg will be despatched on a Signature service with no
leave safe option
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8
7
v1.4.3
2.4.2 Signature
Delivery will not be effected unless a signature is received.
For B2C deliveries, a signature will be obtained from the recipient address or a neighbor to the left, right or
directly opposite the recipient address. Where an item is delivered to a neighbor, a calling card will be left by the
carrier detailing the address of the recipient – this may also be reflected in tracking information for the item.
For B2B deliveries, a signature will be obtained from the business on the label.
A copy of a signature may be obtained direct from Whistl Customer Services.
For the following services, the name of the signee may also be viewed within our Despatch Manager portal:
Next Day B2B
B2B 48
By12
Saturday by12
2.4.3 Optional Guaranteed Signature
Where available, our POD services may be upgraded to guarantee a signature on delivery. Delivery will not be
effected unless a signature is received. A signature will be obtained from the recipient address or a neighbor to
the left, right or directly opposite the recipient address. A copy of a signature may be obtained direct from Whistl
Customer Services.
Where an item is delivered to a neighbor, a calling card will be left by the carrier detailing the address of the
recipient – this may also be reflected in tracking information for the item.
For the following services, the name of the signee may also be viewed within our Despatch Manager portal:
8
Next Day B2B
B2B 48
By12
Saturday by12
v1.4.3
3.0 Item Detail
Irrespective of the integration method used to access Whistl’s Tracked Services, you must supply item level information
to produce a tracking label. For additional information on mandatory information and supplying item detail, please refer to
our Web Services Integration and Despatch Manager User Guides.
Item detail is used by our system in the following ways:
•
Service Validation – Our system will use item detail to validate the despatch method (Product and Service)
selected for the item to ensure the item can be carried by our chosen carrier.
•
Format Selection – Using the dimensions and weights declared against each item, our system will ascertain
the format of the item and ensure that an item is despatched on the correct format-specific carrier service
•
Zonal & Delivery Routing – The postcode of an item is used by our system to declare an item against the
correct carrier zone and ensure an item is routed on the correct delivery round.
•
Label Production – To meet our carrier labelling requirements, item detail will be used to both populate the
label produced by the system and also the type of label produced
Failure to provide accurate item detail may impact the ability of our carriers to effect delivery. Incorrect item detail can
also result in items being declared as the wrong format or routed through an invalid carrier service. Issues of
noncompliance can also impact tracking visibility and consumer notifications. For more information, please refer to
section 10 for our procedures for handling non-compliant items.
3.1 Delivery Details
3.1.1 Addressing Standards
All items must include a recipient name and delivery address in accordance with our address standards.
To meet the required address standards each address includes one premise element, one thoroughfare
element, one locality element and the Postcode as a minimum. Other elements may be included.
i.
Premise elements: Customers must include at least one premises element, so that a single delivery
point is defined. Customers do not have to include all the premise elements (unless the premise
elements used do not sufficiently describe an address).
ii.
Thoroughfare elements: At least one thoroughfare element should be supplied.
iii.
Locality elements: Customers must include at least one locality element.
iv.
Postcode: The address of all mailing items must contain the full and accurate postcode. The
postcode must be able to generate an address from PAF® which can be matched to the minimum
requirements above (at least one premise element, one thoroughfare element and one locality
element). The postcode must always appear in capital letters on its own as the last line of the address.
v.
The postcode must NOT be:
vi.
printed on the same line as the town or county
vii.
underlined or punctuated
viii.
be followed by ‘UK’ either on the same line or a line beneath the postcode
ix.
A single space should be included between the two parts of the postcode. The first part (i.e. OX4) is
the outward code; the second (i.e. 5ZZ) is the inward code.
For example:
John Smith
9
Recipient Name
v1.4.3
Unit 1 Fieldhouse Lane
Marlow
SL7 1HY
Premise and thoroughfare
Locality
Postcode
3.1.2 Addressing Standards
In order to access our consumer notifications, a valid recipient email address must be supplied. Failure to do so
will inhibit our ability to dispatch notifications.
3.2 Shipment Options
3.2.1 Despatch Date
The despatch date of an item will be used to determine the expected delivery date of an item and assist in
producing the carrier tracking label. When despatching an item, items are cross referenced against a carrier’s
routing matrix (Gazateer9) to help produce routing information and the tracking barcode(s) featured on the item.
Should an incorrect despatch date be supplied, items may be incorrectly routed through our carriers, leading to
a mis-route through the carrier’s network.
For day specific next day services (for example: by 12 Saturday & Sunday), the despatch date would be the
proceeding day to the expected delivery date.
3.2.2 Customer Number
As part of your Whistl contract you will be supplied a Whistl Customer Number. Commonly referred to as a
Client ID, you may be supplied multiple Client IDs depending upon your preferences when setting up your
account with Whistl. Failure to include a valid Client ID may inhibit Whistl’s ability to process an item or
handover to our chosen carrier.
3.3 Package Details
3.3.1 Weight
Weight is a mandatory field and used as part of our routing logic to select the correct format for an item.
For postal items, customers may use a fixed weight, rather than the actual weight, as long as the weight
declared is less than or equal to the maximum weight of the item format.
For courier items, customers may also use a fixed weight providing that the weight declared is in the same
weight band as the actual weight of the item.
For example:
9
Please refer to our Glossary in section 12.0 for more information
10
v1.4.3
A Parcel with an actual weight of 23.5kg would require a fixed weight between 15kg and 31kg in-line
with our pricing weight bands.
A fixed weight is where a customer chooses to use a standard weight for each format and weight-band. Please
refer to Appendix G – Suggested Fixed Weights for suggested fixed weights by service.
3.3.2 Dimensions
The length, width and depth of an item are not mandatory fields however will be used by our system to validate
the format selected by our system. Where the weight of an item is sufficient to ensure the correct format is
selected, customers need not include dimensions. If the weight is insufficient, the customer must supply the
actual dimensions or fixed dimensions to ensure the correct format is selected.
For example:
An item requiring full tracking and weighing 1.5kg may be eligible to be despatched as a Packet on our
Tracked 48 or Tracked 72 services. If however the same item exceeds the maximum dimensions for these
services, the customer must include either a fixed or actual dimension to ensure the item is routed as a
Parcel or Large Parcel.
A fixed dimension is where a customer chooses to use a standard length for each format and weight band.
Please refer to Appendix G – Suggested Fixed Weights for suggested fixed dimensions by service.
3.4 Item Contents
3.4.1 Prohibited Items
A number of items are prohibited from being handled by Whistl and our carrier partners. A list of prohibited items
may be found in Appendix J – Prohibited & Restricted Items. The list highlights items which may not be carried
by Whistl or its carriers and where there may be exceptions to these requirements.
It is the responsibility of the customer to ensure these requirements are adhered to and to check whether or not
an item is prohibited before despatching on a Whistl service.
If prohibited items are identified by Whistl or our carriers, the items will be handled in accordance with our
Procedures for handling non-compliant items in section 12.0
3.4.2 Restricted Items
Restrictions may apply to certain type of items being despatched on Whistl services. A list of restricted items
may be found in Appendix J – Prohibited & Restricted Items. The list highlights where restrictions apply and it is
the responsibility of the customer to ensure these restrictions are adhered to when despatching items.
Additional labelling and packaging requirements may apply for restricted items, these are highlighted in section
4.0 Preparing your Items and Appendix J – Prohibited & Restricted Items.
Where Dangerous Goods packed as Limited Quantities are allowed, please also refer to section 3.2.
11
v1.4.3
3.4.3 Dangerous Goods packed as Limited Quantities (LQ)
Consignors of dangerous goods packed in Limited Quantities must seek approval to despatch said items in the
form of a signed Authority Letter. For an example letter, please refer to Appendix M – Authority Letter.
Prior to despatching dangerous goods packed as limited quantities, the following information must be supplied
to Whistl Customer Services to be kept on record:
•
The UN Numbers of the products to be sent
•
A copy of the relevant MSDS forms
For shipments overseas, which include the off shore Islands around UK including NI, IOW and the Scottish
Islands, a Dangerous Goods Note (DGN) is also legally required and must be completed by the consignor.
12
v1.4.3
4.0 Preparing your items
4.1 Labelling
4.1.1 Address & Tracking Labels
In order to ensure items are processed quickly and without incident through Whistl and Carrier networks, items
should be clearly labelled using a Whistl approved address and tracking label.
If directly integrating with Whistl via Web Services with Key Value Pairs your label designs will be approved as
part of our onboarding process and may only be changed with prior approval from Whistl and our carriers. For
more information on label design approval, please refer to our Web Services Integration Guide.
For all other integration methods, your label design10 will be pre-approved by Whistl and our carriers, making it
possible for Whistl to seamlessly add new carriers, products and services without the need for you to maintain
label templates or follow a label approval process.
When labelling your items, it is essential you ensure the following:
•
Tracking barcode(s) are uninterrupted and where possible placed on a flat surface
•
Human readable elements are clearly visible and not obscured
•
Print quality is maintained and all elements clearly readable
•
The right label is applied to the correct item
Failure to ensure the above may lead to delays in processing your items and could incur a relabeling surcharge.
For more details on our procedures for handling non-compliant items, please refer to section 12.
4.1.2 “Orientation Arrows” - Liquids
Where liquids are allowed, packaging containing liquids should include “Orientation Arrows” arrows on two
opposite faces of combination packs containing liquids. For example labels, please refer to Appendix K –
“Orientation” Arrows and please refer to Appendix J – Prohibited & Restricted Items for more information on
which liquids may be handled by our network.
4.1.3 Labelling Dangerous Goods packaged as Limited Quantities
An LQ label is required on all consignments that contain Dangerous Goods in small amounts. Example labels,
including label sizes and orientation may be found in Appendix L – LQ Labels.
For more information on which Dangerous Goods packaged as Limited Quantities may be handled by our
network, please refer to Appendix J – Prohibited & Restricted Items and section 3.4 Item Contents.
10
For example labels, please refer to section Appendix A – Example Tracking Label
13
v1.4.3
4.2 Item Packaging
Suitable item packaging is required to ensure items are safely transported through Whistl and our carrier partner
networks11. In order to ensure your items arrive in the best possible condition, please ensure the following:
•
Packaging should be durable, strong and include sufficient cushioning for fragile items
•
Packages should be sealed using tape of sufficient strength and using strapping where possible
•
Items over 15kg should be clearly marked with the item weight 12
•
Items should not be dispatched using tubes, triangular tubes should be used instead
•
When reusing packaging, item labels and stickers should be removed
•
Fragile items should be suitably packaged, labels and stickers should not be used as a substitute for the correct
packaging
•
Item contents should be secure within their packaging with movement limited
•
All liquids should be secured in a plastic bag to contain leaks, with suitable rigid outer packaging and
cushioning13
•
All items should be packaged for dispatch, point of sale packaging is not sufficient (for example DVD player
boxes should be placed in an additional box for transit and labels should not be applied directly to the DVD
player box).
•
If dispatching an item as a Large Letter, movement should be restricted to ensure the dimensions of the
package do not alter in transit
Failure to suitably package items may impact delivery speeds and the ability for Whistl to process items and carriers to effect delivery.
For more information, please refer to section 12.0 of this guide and our procedures for handling non-compliant items. Packaging
requirement are also detailed in Appendix J – Prohibited & Restricted Items
12
If the weight is not present on the carrier label, the customer should add the weight manually in a visible location next to the carrier
label. This may be in the form of a sticker identifying the item as a heavy load
13
Please refer to Appendix J – Prohibited & Restricted Items for more information on liquids accepted for transit and section 4.1.2 for
additional labelling requirements
11
14
v1.4.3
5.0 Manifesting
At the end of each day it is essential that your items are manifested to Whistl to enable us to pre-notify our carriers.
The end of day manifest may be triggered as part of your API integration or by using our Despatch Manager portal and
creating a Last Manifest of the Day. For more information on triggering your end of day manifest, please refer to our
Web Services Technical Guide and Despatch Manager User Guide.
Failure to send an end of day manifest may lead to your items being reverted to a different service or the loss of tracking
information. Please refer to our Procedures for handling non-compliant items in section 12.2 for more information.
15
v1.4.3
6.0 Presentation
6.1 Segregation
6.1.1 Postal Services
Postal services should be segregated by format for presentation:
Product
Tracked Lite
Service
InSight
Formats
Large Letters
Packets
6.1.2 Courier Services
Courier services should be segregated by Product for presentation:
Product
Tracked
Premium Tracked
Tracked 48
Next Day
Tracked 72
By12
B2B 48
By12 Saturday
Service
Sunday
6.2 Tray Cards
Items dispatched using our InSight service should be presented with a Whistl InSight traycard14. This traycard is
used to book in your consignments and trigger scanning activity. Failure to provide the correct traycard may
result in the loss of tracking visibility.
A traycard must be affixed to each container of InSight traffic; separate traycards are supplied for Large Letters
and Packets.
In some instances, Whistl may request that items despatched using Tracked and Tracked Premium services be
presented with a corresponding Tracked container card (see Appendix C – Example Tracked Container Card)
or Tracked Premium container card (see Appendix D – Example Premium Tracked Container Card).
14
For an example traycard, please refer to Appendix B – Example Tray Card
16
v1.4.3
When requested, the container card must be affixed to each container to ensure work may be processed
through the correct processing channel when received by our depot. Failure to provide a container card may
result in items being misprocessed or failing to meet our carrier injection windows.
6.3 Consumables
As part of our onboarding process, we will agree the most appropriate consumables to be used in the collection and
transportation of your items into our network.
•
InSight items may be presented in bags, magnums or ALPS.
•
Tracked and Tracked Premium items may be presented15 in bags, magnums, roll cages or on pallets
•
Segregated work should be presented in different containers
The initial allocation will be based on your forecast figures and agreed with your Implementation Manager.
Replenishment will be determined by your two week rolling forecast (for forecasting requirements, please refer to section
10.0 Forecasting) and containers will be exchanged on a one for one basis unless forecast figures dictate additional
requirements. If additional containers are required, these should be ordered as part of our reordering process.
6.3.1 Reordering Consumables
Consumables may be ordered through your Whistl Customer Services Specialist. Outside of peak, requests
should be made by 3PM on the proceeding day. In peak, this period extends to two working days.
Whistl will endeavor to provide the customer’s required amounts within the notice period and would ask where
possible that we receive as much notice as possible.
To re-order consumables, please contact Whistl Customer Services on 01628 816799.
15
In some cases, customers may be allowed to provide tracked items loose loaded on our vehicle. This is by special agreement only,
subject to the type of vehicle used to collect and where all other alternatives have been exhausted.
17
v1.4.3
7.0 Collections
7.1 Collection times
Whistl will agree collection windows prior to a customer’s first collection. A schedule will be agreed which ensures
forecasted volumes are received by our network in time to meet our carrier injection times. Collection times are
considered fixed from this point, however may be changed by agreement between Whistl Customer Services and the
customer. Should forecast volumes increase, Whistl may look to adjust collection times to ensure carrier injection
windows continue to be met.
For our Premium Tracked Sunday service, items must be collected on a Saturday for injection into our carriers. Saturday
collections are by agreement only and may be subject to collected volumes, processing windows and carrier injection
times.
7.1.1 Changing a collection time
A request to change a collection time may take up to 5 working days to be processed. The request should be
made by email to Whistl Customer Services who will then investigate capability and capacity to ascertain
whether the change in time is acceptable. Whistl Customer Services will then confirm by email whether the
change may be made.
Whistl will always work to meet a customer’s requirements, there may be occasions where we are unable to
change a collection time where capacity and capability prohibit us from doing so.
7.1.2 Changing or adding a collection location
A request to change a collection location or add a new location should be placed a minimum of 5 working days
in advance of the change. The request should be made by email to Whistl Customer Services who will then
investigate capability and capacity to ascertain whether the change in time is acceptable. Whistl Customer
Services will then confirm by email whether the change may be made.
Whistl will always work to meet a customer’s requirements, there may be occasions where we are unable to
change a collection location where capacity and capability prohibit us from doing so.
7.2 Customer Health and Safety procedures
Whistl will require all drivers to wear safety shoes, high visibility jackets and comply with all customer site traffic rules
whilst on customer premises. All drivers should only have access to those areas directly related to the handover of
mailing items unless previously agreed with Whistl Operations.
18
v1.4.3
7.3 Unloading and handover at customer premises
Separate shipments must be unloaded into separate containers to facilitate the revenue protection checks against each
product and service. Where Tracked and Tracked Premium services are accessed, Tracked Premium containers should
be loaded last onto a vehicle to ensure prioritization when unloaded at our depots.
Customers provided with Whistl containers are responsible for loading and unloading the containers when and where
directed by the Whistl driver.
All mailings handed over to a Whistl driver must be accompanied by a consignment docket. At handover, the Whistl
employee will sign, time and date both copies of the consignment docket. In the event of a vehicle seal being used, the
seal number will be noted and a signature obtained to confirm the seal numbers match. The customer and Whistl’s driver
will each retain one copy of the consignment docket.
7.4 Contingency
In the event of customer premises being inaccessible for any reason, the customer must notify Whistl Customer Services
of any alternative arrangements and any subsequent change to normal practice at the earliest opportunity.
To avoid a zero collection charge, Whistl Customer Services should be notified no later than 10:30AM on the day of the
collection.
19
v1.4.3
8.0 Delivery
As a postal service, items despatched using our Tracked Lite InSight service will be handed over to Royal Mail for final
mile delivery using Whistl’s Downstream Access contract with Royal Mail. As a part tracked service, tracking is available
from receipt into Whistl’s network through to handover downstream at the recipients local Royal Mail Inward Mail Centre.
Tracked and Tracked Premium items are handed over to couriers offering fully tracked services and may be tracked from
receipt through to delivery. B2C services are typically delivered using lifestyle couriers, whilst items despatched on B2B
services will be delivered using traditional couriers.
8.1 Item Tracking
When tracking items, customers may view normalised and carrier tracking events.
Carrier events are events supplied direct by a carrier to Whistl and may also be viewed on a carrier website when
tracking an item direct. As tracking event descriptions may vary between carriers, our normalised events allow Whistl to
use a standardised list of carrier events across all carriers to assist with reporting and increase consumer understanding
of the delivery process.
To help our customers manage their item deliveries, Whistl has provided a number of tools and features to help track items and
manage the expectations of recipients:
8.1.1 Despatch Manager
Our Despatch Manager platform includes item level search by UPI (Unique Parcel Identifier), Consignment
Number and a range of additional search fields. Customers may view both normalised and carrier events, with
tracking information updated near-real time by our carriers.
Despatch Manager also includes a number of additional features to help with item tracking and reporting,
please refer to our Despatch Manager User Guide for more information.
8.1.2 Consumer Portal
Recipients may search for items using Whistl’s consumer tracking portal and searching by UPI (typically the
item barcode) or Consignment Number with postcode validation.
www.whistl.co.uk/trackmyitem
Tracking information is in line with our Despatch Manager platform and only normalised events will be shown.
8.1.3 Email Notifications
Email notifications from Whistl are free of charge and can also include tracking links which link directly through
to our consumer portal with the latest tracking information for your items. With a range of tracking events
available, you can choose when to email your customers, using different email templates for each of your
20
v1.4.3
brands. For more information on sending email notifications to recipients, please refer to our Despatch
Manager User Guide.
8.1.4 Tracking Files
Scheduled tracking files can be returned to you via FTP to enable you to update your own websites and
systems. The files may be configured to show normalized events, carrier events or both.
8.1.5 Tracking Links
Customers which integrate direct with Whistl using web services have the added benefit of taking a tracking link
back through an API call. Allowing them to use their own systems to send email notifications with tracking links
through to our consumer portal.
8.2 Address Queries & Requests for Information
For our courier services, if a courier is unable to deliver an item due to a problem with the address, an address query or
request for more information will be raised by the carrier with Whistl Customer Services. Example address queries
include, but are not limited to:
•
Incorrect item postcode
•
Address does not exist
•
Unable to locate address (or house name)
Should a query be raised by our carrier, you will be contacted by your customer services specialist and asked to update
the delivery information for the item. From the point of a query being raised, the carrier must be updated within two
working days of the corrected detail. If you are unable to correct the detail within the given time period, the item will be
returned to you as undeliverable and an undeliverable surcharge applied16.
Should the query result in a new address label being applied to the item, a relabel surcharge will apply.
8.3 Delivery Delay
If a recipient is querying an item due for delivery, our Despatch Manager portal may be used to confirm when
the item was received by Whistl and handed over to Royal Mail. As a part tracked service, it is not possible to
track items after handover and identify delivery delays which may occur in Royal Mail’s network. A delay will
have occurred in Whistl’s network should an item be shown as handed over more than two working days after
receipt. Please note that no compensation is payable for delay in postal processing, handover or
delivery.
16
For more information on the procedures for handling items when an address query is not resolved, please refer to section 12.5 in our
procedures for handling non-compliant items.
21
v1.4.3
If a courier item is delayed in transit, a Status Report17 may be run in Despatch Manager to highlight items due
for delivery which have not been delivered to schedule. The status report may also be used to identify items
which have not yet been received by Whist and when items are received, the expected delivery date will be
adjusted and indexed in-line with the delivery speed of the dispatch service.
Delivery delays may be escalated to your Customer Services Specialist. When raising your complaint, the
please ensure the UPI (The unique parcel identifier assigned to the product) is supplied. Please note that no
compensation is payable for delay in processing, handover or delivery.
Before escalating an issue to Customer Services, it is recommended that you first review the tracking
information for an item. Tracking information may often include detail related to a delay, for instance if an item
has been misrouted in a carrier network or a quaery against the item has been raised with Whistl Customer
Services. Items presented to Whistl which are not compliant with the procedures and processes detailed in this
guide may also incur delivery delays, please refer to our procedures for handling non-compliant items in section
12 for more detail.
8.4 Delivery Attempts
Items sent using our InSight postal service will receive a single delivery attempt. As a Royal Mail service, a calling card
will be left and the recipient supplied details on the date of the attempt and their local delivery office to collect the item.
Our Tracked and Tracked Premium Services include a maximum of three delivery attempts. A Calling Card will be left by
the delivery carrier if the deliver agent is unable to deliver the item.
For items delivered by a Courier, the card is scanned by the courier and linked to the parcel. Customers may then quote
this calling card barcode number for us to find information on the parcel. The card will include the following information:
•
Date of attempt
•
Number of items to be delivered
•
Couriers name and contact number
•
How many attempts have been made and when the courier will make the next attempt
For day specific services (for example: Sunday, by12 Saturday), should the first delivery attempt fail, subsequent
attempts will be made on the following working days.
8.5 Delivery Success
As a part-tracked service, delivery is not captured for our Tracked Lite InSight service as a tracking event. For our
Tracked and Tracked Premium services, if an item is successfully delivered, this will be visible in the tracking information
supplied. The dispatch service will dictate the type of delivery confirmation18 available:
17
18
Please refer to our Despatch Manager User Guide for more information
To view the type of delivery confirmation available for each service and definitions, please refer to section 2.4
22
v1.4.3
8.6 Denial of Receipt
Should a recipient deny receiving an item sent on a postal service, it is recommended that they first check to
ensure they have not received a calling card from Royal Mail. They should also check any known Safe Places
and with Neighbours in case a calling card was not left.
As a part tracked service, items may not be tracked after handover to Royal Mail – therefore Whistl is unable to
assist where items have not been delivered.
If item tracking indicates an item to have been delivered with a signature or POD, there may be occasions when
a recipient denies receipt of the item.
If an item is delivered to a neighbour or safe place, this should be detailed on the calling card left by the courier.
If a calling card is not left, the recipient should ensure they have checked their known safe locations and with
neighbours in the first instance.
If all options are exhausted, denial of receipt issues may be escalated to your Whistl Customer Services
Specialist. These issues will be raised direct with our carriers who will investigate the query by contacting the
courier for more information.
If a replacement item is required, please refer to section 8.9 for more information on replacement items.
8.7 Refused Delivery
Should a recipient refuse delivery of an item, it will be treated as Undeliverable (see section 8.8). When an item is
refused by a recipient, re-delivery may not be rearranged.
If a replacement item is required, please refer to section 8.9 for more information on replacement items.
8.8 Undelivered Items
Postal items are returned direct to the sender Return Address on the item label by Royal Mail.
An item is returned to a recipients Royal Mail delivery office after the first delivery attempt if the recipient is not
home, the item will not fit through a letterbox or there is no ‘leave with neighbour’ option.
Items will be held at a recipients local delivery office for up to 18 days, following which Royal Mail will return the
item on a 3 day service to the return address detailed on the item.
No additional surcharges will be applied by Whistl for undeliverable postal items and items may not be tracked.
Whistl accepts no responsibility for the return of items by Royal Mail.
23
v1.4.3
Courier items are returned to the sender via Whistl.
An item will be classed as undeliverable if delivery has not been effected before all delivery attempts for the
service are exhausted or the recipient rejects the delivery.
Items may also be classed as undeliverable for the following reasons. Please refer to our procedures for
handling non-compliant items in section 12.0 Procedures for handling non-compliant items for more information:
•
The item received by Whistl or our carrier is damaged
•
An item contains prohibited goods, is too large or too heavy for the declared service
•
An Address Query is not resolved with the carrier within 2 working days
Undeliverable will be returned to the customer by Whistl within 7 working days of the first Return To Sender
scanning event.
Undeliverable items may be identified by RTS (Return to Sender) tracking events. Whistl is unable to influence
the RTA
8.9 Replacement Items
If a replacement item is despatched, the item must be despatched upon a new tracking label with a new unique
reference. The original despatch should not be reprinted and reused.
If an item label is reprinted and reused, it will be treated as a duplicate item by our operation and delivery delays may
occur. For more information on our procedures for handling duplicate items, please refer to section 12.3 for more
information.
24
v1.4.3
9.0 Invoicing
Our Tracked Services are typically invoiced on a Tuesday for the preceding week’s traffic. A week is defined as Monday
to Sunday by Whistl.
Invoices19 are sent by email and/or post. Customers receiving invoices via email may also receive a digital backing file by
email with their invoice which includes item level supporting detail with the Unique Parcel Identifier (UPI) for each item. If
you would like to receive a backing file, please ensure you provide your Whistl contact with details of whom your email
invoices and backing data should be emailed to.
9.1 Postal Services
Items are invoiced against the date we physically process the item in our network. This is the equivalent of our Receipt
Scan in tracking information.
Items are invoiced using the actual format and weight of the item processed in our network. A per item price is generated
against the corresponding weight-band for the format of the item received20.
9.1.1 Non Compliance
If an item is received which is not compliant with our InSight service it will be invoiced as an InSight Exception.
Please be aware that tracking is not available for these items and they will not be included in invoice backing
data.
Example occurrences of non-compliance include, but are not limited to:
•
No tracking barcode on an item or barcode is not readable
•
Item exceeds maximum weight or dimensions for an InSight Packet
•
Item is destined for a non-UK address, including BFPO
•
Items were not presented with an InSight traycard
•
Item received with duplicate barcode
For more information on non-compliance, please refer to our Procedures for handling non-compliant items.
9.2 Courier Services
Tracked and Tracked Premium items become billable when they are receipt scanned and they are invoiced against the
label creation date of an item. For example, if a label is produced on a Friday and the item is not handed over to Whistl
until the following week, the following week’s invoice will include items dated for the previous week.
Surcharges are invoiced against the date which the surcharge occurs.
For an example invoice, please refer to Appendix F – Example Invoice.
In some instances, Whistl may choose to offer customers Daily Average Weight Billing or Weekly Average Weight Billing. A daily
average weight is calculated, by format, for the items processed on a given processing day and then invoiced against the corresponding
weight band. A weekly average weight is calculated, by format, for the items processed within the invoicing week and then invoiced against the
corresponding weight band.
19
20
25
v1.4.3
9.2.1 Per Item Billing
The following courier services are billed per item received using the declared format and weight provided when
dispatching the item:
Tracked 48
Tracked 72
Next Day
Sunday
9.2.2 Consignment Billing
The following courier services are billed per consignment received using the declared format and weight
provided when dispatching the item:
Next Day B2B
B2B 48
By12
Saturday by12
To quality for consignment billing, the complete consignment must be received and processed on the same
working day. If a consignment is received over more than one processing day, for the purpose of invoicing –
each processing day will be treated as a separate consignment.
9.2.3 Known Surcharges
Tracked and Tracked Premium items may also incur surcharges.:
Surcharge
Description
Relabelling
An item is relabelled by Whistl or its carrier.
Appearing on an invoice in the same invoicing
week as the surcharge is raised by the carrier.
Fuel
Surcharge
Calculated against the unit price of the item where the movement of an item has occurred21.
Undeliverables
A per item charge for the return of an item from
Whistl or our carriers. Appearing on an invoice in
the same invoicing week as the surcharge is
raised by the carrier.
Example Occurrences
Unreadable barcode
Poor print quality
Address incorrect
Service or format reversion
Damaged item received
Prohibited goods
Item too large
Item too heavy
Delivery attempts exhausted
Address query not resolved
Item rejected by recipient
For more information on when relabeling and undeliverable surcharges may occur, please refer to our
Procedures for handling non-compliant items.
21
Please refer to your contract for more information on our Fuel Surcharge
26
v1.4.3
9.2.4 Reversions
If items are incorrectly presented, a reversion may occur to correct the Zone, Format or Service. At point of
invoicing Whistl may not be aware of these reversions, therefore when notified by our carriers a reversion will be
addressed in a later invoice via a credit and re-invoice process.
For more information on when a reversion may occur, please refer to our Procedures for handling non-compliant
items.
9.2.5 Unknown Surcharges
There may be occasions when items which have been incorrectly presented or declared incur additional
surcharges from our carriers which are unknown at the point of invoicing. Example occurrences may include,
but are not limited to:
•
Prohibited items identified and secure destruct charges applied
•
Item presented with no carrier pre-advice. A carrier pre-advice is only triggered when a customer completes
our end of day manifest process.
•
Items which exceed the maximum dimensions for the declared service.
When unknown surcharges occur, these will invoiced once Whistl has been notified by our carriers. This may
occur in a different invoicing week to the original invoicing week.
For more information on when an unknown surcharge may occur, please refer to section please refer to our
Procedures for handling non-compliant items.
9.3 Querying an Invoice
Should you wish to query an invoice, please raise your query within 14 days of the invoice date with your Customer
Service Specialist. If you would like to query multiple invoices, a separate query should be raised against each affected
invoice.
To help us in resolving your query, please include the following information when raising your query:
•
Your company name
•
Your account number and the Client ID against which the query relates
•
The number and date of the invoice being queried
•
The reasons for your query
•
If applicable, any affected UPI’s or supporting information
We aim to resolve invoice queries within 20 working days, but the resolution time will depend upon the complexity of the
query and you sending Whistl the relevant information.
27
v1.4.3
10.0 Forecasting
The customer must provide Whistl Customer Services with an accurate two week rolling forecast of their mailings using
our forecasting template.
This forecast will support our Operational and Commercial forecasting, helping us to manage your collection and
consumable requirements and volumes through our network and into our carriers.
Our forecasting tool is managed by your Customer Services Specialist and must be supplied every Friday to the contact
included in your template.
Should any of your mailings exceed your forecast, please contact the individual on your template as soon as possible to
discuss any extra requirements.
For an example forecasting template, please refer to Appendix E – Example Forecasting Template
28
v1.4.3
11.0 Supporting You
11.1 Implementation
Tracked Services customers will be supplied a dedicated Whistl Implementation Manager to support Sales in the process
of migrating to Whistl. Implementation support is supplied once a contract has been agreed, through to a customer’s first
trading date and the first two trading weeks..
Acting as liaisons between both the wider Whistl business and also our IT suppliers – our Implementation team project
manage a customer’s migration and assist in areas such as file creation and system training as required.
11.2 Customer Services
As part of your relationship with Whistl, you will be provided a dedicated Customer Services Specialist to assist with the
every-day running of your account. Any service, operational or invoice queries should be raised direct with your
representative who will manage your complaints, escalations and queries on your behalf.
When contacting Whistl Customer Services, we aim to answer phone calls within 3 rings and aim to acknowledge emails
within two hours.
11.2.1 Raising queries and issues
The complexity of a query will determine how long a query will take to resolve.
We try to resolve queries relating to postal services within one working day, however any resolution will be
entirely dependent upon the complexity of the query and matters outside our control, such as receiving a reply
from one of our carriers. Should a resolution take longer than this, our team will keep the customer updated on
the progress of their query.
Our Customer Services team will try to resolve queries related to courier services to the same time period. If
however a query requires Whistl to contact our carriers for more information or assistance, we will need to wait
to receive their response , following which our team will feedback to the customer. Should a resolution take
longer than this, our team will keep the customer updated on the progress of their query.
Example queries may include:
Query
Complexity
Low
Medium
High
Description
• Provision of signature image
• WISMO (Where is my order) query
• WISMO (Where is my order) query – where carrier
escalation is required
• Request to return an item in transit
• Change of delivery address
• Additional delivery instructions
• Complaint regarding courier behaviour or damage to
property
Illustrative
Resolution Time
2hrs
1 working day
1-2 working days
The table above is for illustrative purposes only.
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v1.4.3
11.3 24/7 Technical Support
Whistl offer a 24/7 Technical Support Line to help customers raise technical support issues in relation to our Packets and
Parcels Tracked Services.
Supplied by our software provider IRS, the Technical Support line is designed to support Live customers accessing these
services through our suite of APIs and Despatch Manager platform only.
Available 24hrs a day and 7 days per week22, the support line may be contacted by calling the following telephone
number: 0845 0268223
11.3.1 When to call
Our support line is designed specifically to support technical issues, some examples of technical issues include:
•
The system is not responding and you cannot access the API or website
•
The API is not returning a response
•
The API or Despatch Manager is returning unexpected error messages
•
You are unable to print labels
•
There are issues with the labels such as missing data
•
No tracking data is visible in the system
•
Tracking data files are not being sent/received as expected
•
You are unable to upload files to Despatch Manager
11.3.2 Unsupported Issues
If you are not yet trading with Whistl, you should contact your Implementation Manager in the first instance for
assistance.
If your query is related to the tracking of items, item level data, invoices, collections or other operational
elements of our Tracked Services, please contact your Account Manager or Customer Services Specialist.
Our Technical Support Line is only available for our Tracked Services and is unable to assist with issues related
to Whistl Sort Software or different Whistl platforms. In these instances, please contact your primary Whistl
contact.
11.3.3 Raising a query
When contacting the Technical Support Line with your query, please follow the following process, supplying
information where required:
i.
Please identify yourself to the service desk as a Whistl customer using our Tracked Services platform
ii.
Please provide the operator the following contact information:
iii.
22
•
Your Company name as it appears on your Whislt invoice
•
Your Whistl Client ID, for example. L12345
•
Your full name, email address and a contact telephone number
You will be asked to provide a brief description of the issue you are experiencing, please confirm:
The support line will not be available on 25th December
30
v1.4.3
iv.
•
Whether your issues related to our Despatch Manager platform or an API integration
•
A brief description of the issue and the impact the problem is having on your business
•
If you operate from multiple sites, which sites are affected by the issue
The service desk will provide you with a call reference number. To ensure quick and accurate
resolution, please retain this reference and quote it in all subsequent communications with the
helpdesk.
v.
Based on the information you have supplied, the helpdesk will assign your query a priority level and
confirm this to you. The priority level will indicate the SLAs for resolution.
When a Technical Support query is raised, your query will be escalated to our IT provider to be actioned and
looked into.
11.3.4 Priority Levels
Technical support queries will be assigned a priority level when the call is raised. Our supplier will aim to provide
an initial response acknowledging the call and a resolution to the timings below:
Priority
Level
Critical
High
Medium
Description
A critical production issue that severely impacts use of
the service, for example unable to print labels or
access any part of the application

The issue prevents business operations or
ability to despatch on time, and no reasonable
workaround exists
Major functionality is unavailable or not working
correctly

Significant performance degradation is
experienced, including label printing speed

The situation is causing a high impact to
customer operations whilst a reasonable
workaround exists
There is a partial, or non-critical loss of use of the
Initial
Response
Resolution
Time
<= 30mins
<= 2hrs
<= 30mins
<= 4hrs
<= 60mins
<= 24hrs
<= 24hrs
<= 72hrs
service with a medium-to-low impact on customers.

Low
Customer business may continue to function
with a short-term workaround
Inquiry regarding a routine technical issue

Information requested on application
capabilities, navigation, installation or
configuration

Bug impacting a small number of users.
Acceptable workaround available
11.3.5 Escalations
If you do not agree with the defined priority level, do not receive a resolution within the timescales above or wish
to raise a complaint regarding our support line – please escalate this to your Whistl Account Manager and
Customer Services Specialist.
If you are undergoing a Whistl Integration / Implementation, please escalate to your Whistl Implementation
Manager in the first instance.
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v1.4.3
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
the item do not
match the
dimensions of the
physical item
received
• Where the actual dimensions exceed the maximum dimensions for the declared format, the
item will be reverted to the correct format. Items will be invoiced based on the actual format
of the item.
• Should an item exceed the maximum dimensions for a Packet, the item in question will be
reverted to an untracked Parcel and all tracking data lost. This will appear on the customers
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
32
v1.4.3
the item does not
match the weight
of the physical
item received
• Where the actual weight exceeds the maximum weight for the declared format, the item will
be reverted to the correct format.
• Should an item exceed the maximum weight for a Packet, the item in question will be
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
date declared
against the
consignment does
not match the
date the item was
Postal services
• Customer Status Reporting may be impacted on our Despatch Manager customer portal with
items incorrectly displaying the wrong estimated delivery date.
• The effectiveness of our consumer notifications may be reduced should customers wish to
use the expected delivery date to drive notifications or to insert the expected delivery date in
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
declared against
Postal services
• Where an invalid postcode is identified, Whistl will correct the postcode at point of despatch.
This may result in the loss of tracking visibility.
33
v1.4.3
the consignment
is incorrect
Courier services
• An invalid postcode may lead to an item being misrouted by our carriers. Should this occur,
delivery delays may occur and in the process of rectifying the issue, a relabel surcharge may
be applied.
• Where a carrier is unable to complete delivery without a corrected postcode, this will be
raised to Whistl Customer Services as an Address Query or Request for Information23 and
delivery of the item will be delayed until a corrected postcode is supplied.
• Should the actual postcode of an item be handled by a different delivery depot to the
declared postcode, items may be treated as undeliverable by our carrier and returned. A
return to sender surcharge would apply in this instance.
The address
declared against
the consignment
is incorrect
Postal services
• Incorrect addresses will only be identified by Royal Mail when delivery is attempted. Delivery
delays may occur and should Royal Mail be unable to identify the correct address from the
information on the item label, the item will be treated as undeliverable and returned to the
Return Address detailed on the item.
Courier services
• An incorrect item address may prevent our carriers from effecting delivery. Should this occur,
delivery delays may occur and in the process of rectifying the issue, a relabel surcharge may
be applied.
• Where a carrier is unable to effect delivery without a corrected address, this will be raised to
Whistl Customer Services as an Address Query or Request for Information24 and delivery of
the item will be delayed until a corrected postcode is supplied.
A recipient name
has not been
declared against
the consignment
Courier services
• Failure to supply a recipient name will impact B2C deliveries. Should a recipient name not be
supplied, this will be raised to Whistl Customer Services as an Address Query25 and delivery
of the item will be delayed until a recipient name is supplied. If as a result of the query the
item must be relabelled, a relabel surcharge will be applied.
An invalid
Whistl will be unable to despatch email consumer notifications to customers where the recipient
recipient email
email is either invalid or not supplied.
address, or no
recipient email
address, has
been declared
against the
consignment
For details on our Address Query process, please refer to section 1 and for details on how items are handled when an address query
is not resolved, please refer to section 12.5
24
25
23
34
v1.4.3
12.2 End of Day Manifest
Issue
Non receipt of an
Postal services
end of day
manifest
• If an end of day manifest is not received - Whistl shall be entitled to hold / quarantine
work until the end of day manifest is triggered. Whistl will accept no responsibility for
impact or delays to item delivery in this event. In the event of an item being placed in
quarantine, the customer will be notified the following working day.
• 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
• If an end of day manifest is not received, items will not be pre-advised to Whistl or our
carriers. Items will be processed using a skeleton scan until the manifest is received.
Should a problem with the item be identified before the manifest is received, the item
will be relabelled by our carriers and all tracking information lost. In some instances our
carriers may apply a surcharge for items received with no pre-advice, where this occurs
surcharges will be invoiced to the customer on a supplementary invoice following
notification by our carrier.
12.3 Presentation
Issue
Items received
Postal services
which are
incorrectly
segregated
• Postal items should be segregated by Format. Items will be processed in-line with the actual
format of the item or the format declared. For example, if items are presented incorrectly as
Large Letters, they will be reverted to packet format. If all items are presented as packet
format, we may process all items at the bigger format. Failure to segregate properly may
lead to processing delays.
• Should courier items be presented mixed with postal items, they will be processed using our
untracked AllSort service, all tracking will be lost and delivery will be delayed. Items will
either appear on invoices as InSight exceptions or as standard untracked items.
Courier services
• Courier items should be segregated between Tracked and Tracked Premium items26. Failure
to do so may impact the delivery SLA of the items as the processing of Tracked Premium
services will be prioritised over Tracked services.
• Where postal items are presented mixed with courier items, items may be quarantined and
delivery delayed. In the event of an item being placed in quarantine, the customer will be
26
For more information, please refer to section 6.1
35
v1.4.3
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
with no Traycard
or Containercard
Postal services
• Whistl requires each container (magnums or yorks) to be a accompanied by a format specific
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.
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.
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
36
v1.4.3
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
approved tracking
label
• Whistl staff will attempt to visually check the presence of an approved Whistl Tracking Label
when received into our depot. Should multiple items be identified to not include an approved
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.
37
v1.4.3
Item received with
duplicate tracking
numbers
Postal services
• Where an item is received with a tracking number already receipted by Whistl, the item in
question will be processed on our AllSort service as an InSight exception. Item tracking will
be lost.
Courier services
• Where an item is received with a tracking number already receipted by Whistl, the item in
question will be quarantined and the customer 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.
our network, should this occur and small numbers of items with duplicate tracking labels 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.
Items received
with poor
quality/unreadable
tracking labels
Postal services
• Should multiple items be identified with poor quality/unreadable tracking labels, 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 will be
lost.
• Where the majority of items received include readable tracking labels, those items identified
during processing with poor quality/unreadable tracking labels will be automatically
processed on our untracked AllSort service as an InSight exception. Item tracking will be lost.
Courier services
• Where an item is received with poor quality/unreadable tracking labels by Whistl, the item in
question will be quarantined and the customer 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.
our network, should this occur and small numbers of items with poor quality tracking labels
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.
Items identified as
containing
Postal services
• Should prohibited or hazardous items be identified by Whistl, the items will be automatically
quarantined and if it is safe to do so, returned to the customer on the next available
38
v1.4.3
hazardous or
collection vehicle. Should it be unsafe to return the items in question, the items will be
prohibited goods
destroyed and any resulting costs passed to the customer via a supplementary invoice.
• Where prohibited or hazardous items are identified by Royal Mail, the items will be
destroyed. Should Whistl be notified of the destruction by Royal Mail, the customer will be
notified.
Courier services
• Should prohibited or hazardous items be identified by Whistl, the items will be automatically
quarantined and if it is safe to do so, treated as undeliverable and an undeliverable charge
applied. Should it be unsafe to return the items in question, the items will be destroyed and
any resulting costs passed to the customer via a supplementary invoice.
• Should prohibited or hazardous items be identified by Whistl’s carriers, the items will be
treated as undeliverable and an undeliverable surcharge applied if it is safe to do so, or
destroyed if it is not. Should an item be destroyed, any resulting surcharges or costs will be
passed to the customer via a supplementary invoice.
12.4
Collections & consumables
Issue
Mail unavailable
If a pre-notified shipment is not available for collection on the nominated day despite the
at collection
pre- notification, that shipment will be considered void and will be logged by Whistl
Customer Services. A wasted costs charge will apply, unless the posting is cancelled by
midday on the day the collection is due, and if no other mail is collected.
Delay of collection
If the customer is unable to meet the agreed collection time, and Whistl is not bound to
agree a later collection time, Whistl may refuse to accept the handover of the mailing.
Late consumable
If a request for consumables is received after the 15.00 hrs deadline the consumables will
request
be fulfilled two working days after the request was made.
notification
12.5 Delivery
Issue
Failure to resolve
an address query
Should an address query not be resolved within two working days, the item will be treated
within the stated
as undeliverable and an undeliverable surcharge applied.
time period
39
v1.4.3
13.0 Glossary
An application-programming interface (API) is a set of programming instructions and
standards for accessing a Web-based software application or Web tool. For Packets &
API
Parcels, the API is the one of the methods for communicating with Whistl's web based carrier
management system; the API allows you to check service availability, despatch a parcel and
generate a consignment and label, reprint a label, cancel a consignment, create a carrier
manifest and add an additional tracking event.
The business to whom Whistl hand over items and with whom Whistl have a contractual
Carrier
relationship and agreed set of SLAs. A Carrier may be used for Final Mile Delivery or use a
different carrier, or carriers, for final mile delivery
Our consumer portal is used by recipients and customers to track individual items using an
Consumer Portal
items unique parcel identifier (UPI) and the recipient postcode. The portal may be found at
www.whistl.co.uk/trackmyitem
The individual delivering the item to the consumer. The term may also be used in the context
Courier
of "Courier Services" when providing contextual differentiation between Postal and Courier
services.
Denial of Receipt
Where a consumer denies receipt of an item. This may be in disagreement with a carrier’s
assertion of delivery.
Whistl's online portal for reporting, tracking and despatching items. Despatch manager may be
Despatch Manager
used in conjunction with direct integration or as a stand alone system for importing item
information and dispatching items.
Manifest sent by customer to confirm contents of collection / shipment. Used to confirm final
End of Day
shipment details, particularly useful if customers call for more labels than handover or cancel
orders from shipment
A file transfer process to allow exchange of files securely from one location to another. The
File Transfer Protocol (FTP) is a standard network protocol used to transfer computer files
FTP
from one host to another host over a TCP-based network, such as the Internet. FTP is built on
client-server architecture and uses separate control and data connections between the client
and the server.
Format Reversion
Handover Day
Handover SLA
InSight Exception
40
Where an item is identified by Whistl, or its carriers, to have been incorrectly presented as the
wrong format and is then reverted to the actual format of the item.
The date an item is handed over by Whistl to a carrier.
The target service level agreement for Whistl to hand over an item to a carrier partner. The
handover SLA is measured from the first physical scan of an item within Whistl's network.
An item presented as P&P InSight which is not complaint with our InSight specification
v1.4.3
Manifest
Declaration of items to be handed over / shipped. Typically sent at 'End of day' or prior to each
collection
When Whistl and Carrier tracking event descriptions vary, these are normalised to a standard
Normalised Events
list of events to assist with reporting and increase consumer understanding of the delivery
process.
OOA
Oversized
Overweight
SLA
Undeliverable
UPI
Out of area
An item is classed as oversized if it exceeds the maximum dimensions for the service an item
is presented against.
An item is classed as overweight if it exceeds the maximum weight for the service an item is
presented against.
Service Level Agreement. An agreed metric between Whistl and its customers, or carriers, for
delivery of a particular service.
An item which cannot be delivered to a recipient. Undeliverable items are returned to the
sender and may incur an undeliverable charge.
Unique parcel identifier
A web service is any piece of software that makes itself available over the internet and uses a
Web Service
standardized XML messaging system. XML is used to encode all communications to a web
service. For example, a client invokes a web service by sending an XML message, and then
waits for a corresponding XML response.
41
v1.4.3
Appendix A – Example
Tracking Label
Postal Service:
Courier Services:
42
v1.4.3
Appendix B – Example Tray
Card
43
v1.4.3
Appendix C – Example
Tracked Container Card
Tracked
Customer Name:
Collection Date:
L10054
44
v1.4.3
Appendix D – Example
Premium Tracked
Container Card
Premium
Tracked
Customer Name:
Collection Date:
L10054
45
v1.4.3
Appendix E – Example
Forecasting Template
46
v1.4.3
Appendix F – Example
Invoice
1
3
6
2
4
6
5
7
8
47
1
Your account name and invoice address
2
Invoicing week and mailing week end date
3
Invoice number and tax date
4
Your Whistl account number and client ID
5
The service, format, zone and weight band of the items invoiced
6
The invoice will show rolled up volumes by service, format, weight band and day
7
A fuel surcharge, this will have a standard value of 1 item associated to it
8
The payment terms agreed in your contract
v1.4.3
Appendix G – Suggested
Fixed Weights &
Dimensions
Customers wishing to use fixed weights and dimensions to aid with format selection may wish to use the following
suggested figures:
Product & Service
Tracked
Lite
InSight
Format
Weight
Band
Suggested
Fixed
Weight
Max Dimensions
Suggested
Fixed Dimension
(Length27)
Large
Letter
750g
500g
353 x 250 x 25mm
300mm28
Packet
2kg
1kg
640 x 460 x 460mm
600mm
Packet
1.5kg
1kg
450 x 350 x 200mm
400mm
0-15kg
10kg
15-31kg
20kg
0-15kg
10kg
15-31kg
20kg
0-1.5kg
1kg
1.5-3kg
2kg
0-15kg
10kg
15-31kg
20kg
1.5kg
0-15kg
1kg
10kg
15-31kg
20kg
0-15kg
10kg
15-31kg
20kg
1.5m in length and
0.23m3
Parcel
Tracked 48
Large
Parcel
Tracked
Tracked 72
B2B 48
Next Day
Premium
Tracked
2m
450 x 350 x 200mm
400mm
1.5m in length and
0.23m3
Parcels
Parcels
By12
Parcels
Saturday
by12
Parcels
0-15kg
15-31kg
10kg
20kg
Packets
1.5kg
1kg
Parcels
15kg
1kg
Sunday
450 x 350 x 200mm
1.5m in length and
0.23m3
1.5m in length and
0.23m3
1.5m in length and
0.23m3
1.2m in length or length
plus 2x each other
dimension must be no
greater than 2.25m
1.2m in length or length
plus 2x each other
dimension must be no
greater than 2.25m
27
Customers using a fixed dimension need only supply a fixed item length to support our routing logic
28
For Large Letters, a height no greater than 25mm should also be used
48
1.5m
3m in length, 2.4m girth
or length plus girth of
4.2m
Packets
Packets
1m
1m
1.5m
400mm
1m
1.5m
1m
1.5m
1m
1.5m
400mm
400mm
v1.4.3
Appendix H – Normalised
Tracking Events
The most commonly viewed normalized tracking events are as follows:
Customer events
Generated by a customer in the process of creating orders and manifesting items
W-C-DA
Order Despatched
Triggered by a customer to advise an item has been despatched
W-C-MA
Manifested by Customer
Item detail supplied to system
Receipt Scans
The first physical scan of an item by either Whistl or its Carriers
CREC
Received by Carrier
An item has been received by the carrier
W-D-RS
Receipted in Hub (InSight)
A postal item has been receipt scanned at a Whistl depot
W-P-RS
Receipted in Hub
A courier item has been receipt scanned at a Whistl depot
Handover Scans
One or a combination of events may be used to demonstrate an item has been handed over to a carrier partner
W-D-HO
Handover to Delivery Agent
An item has been handed over to Royal Mail
W-P-HO
Handover to Carrier
An item has been handed over to a Whistl carrier
Transit Events
In network events at our carrier partners
DDEP
At Delivery Depot
An item is at a carrier depot
HDV
Handover to Delivery Agent
An item has been handed over to a delivery agent
INT
In Transit
An item is in transit
MAN
Manifested by Carrier
An item has been manifested internally by the carrier.
NULL
NULL
An in-network carrier event has occurred.
OUT
Out For Delivery
Sorted - Ready to go to
Delivery Depot
With Delivery Agent
An item is out for delivery
An item has been sorted by the carrier and is ready to go to the
delivery depot.
An item has been handed over to the delivery agent.
SOR
WDA
Exception Events
Events which may impact delivery speed
MIS
Connection missed in carrier
network
Held by Carrier
Item Re-Format - metrics not
as advised
Misrouted by Carrier
NWD
Network Delay at Carrier
An item has been delayed in the carrier network
PRR
Parcel Enquiry Resolved
An enquiry with the carrier regarding an item has been resolved
QRY
Delivery Query
RLB
Label Reprinted by Carrier
The carrier has raised a query regarding the delivery of the item
A label has been reprinted in our depot due to barcode or label quality
issues - this will incur a surchage.
CON
HELD
IRF
49
An item has missed a connection in a carrier network
An item is being held by the carrier
An item format has been changed due to a discrepancy between the
declared dimensions and weights vs the actuals
An item has been delayed in the carrier network
v1.4.3
Attempted Delivery
Events indicating unsuccessful delivery has been attempted
CARD
CARD2
CARD3
FAIL
FAIL
PRO
REAR
Delivery Attempted - Carded
2nd Delivery Attempt Carded
Failed Delivery - Third
Attempt
Failed Delivery
Failed Delivery - Business
Closed
Problem Parcel, Not
Delivered
Delivery rearranged with
customer
The delivery of an item has failed and a card left for the recipient.
The second delivery of an item has failed and a card left for the
recipient.
The third delivery of an item has failed and a card has been left for the
recipient.
A delivery attempt has failed
Delivery of an item to a business has failed due to the business being
closed.
An item has not been delivered due to a problem with the package
A delivery has been rearranged with the recipient
Delivery
Where items have been delivered
DEL
Delivered
An item has been delivered.
DAMD
Delivered - Damaged
An item with damage has been delivered.
DELPB
Delivered to a Postbox
An item has been delivered to the postbox of the delivery address.
DELGA
Delivered to Garage
An item has been delivered to the garage of a delivery address.
DELGH
Delivered to Greenhouse
An item has been delivered to the greenhouse of a delivery address.
DELNE
Delivered to Neighbour
An item has been delivered to a neighbour of the delivery address.
DELOB
Delivered to Outbuilding
An item has been delivered to the outbuilding of a delivery address.
DELPO
Delivered to Porch
An item has been delivered to the porch of the delivery address
DELRE
Delivered to Reception
DELSP
Delivered to Safe Place
DELSL
Delivered to Secure Location
DELSH
Delivered to Shed
An item has been delivered to the reception of the delivery address
An item has been delivered to a safe place at the recipient address
(for example a location out of view and safe from the elements)
An item has been delivered to a secure location at the recipient
address (for example a lock box)
An item has been delivered to a shed at the recipient address
DELST
Delivered to Store
An item has been delivered to a storage area at the recipient address.
DELPOD
Delivered with POD
DELSIG
Delivered with Signature
An item has been delivered with proof of delivery
An item has been delivered with a signature provided. If you would like
a copy of the signature, please contact your Customer Services
Specialist
Undeliverables
Where items have not been delivered and items will be returned to sender (RTS)
DAMU
Damaged - Undelivered
An item has not been deliered due to item damage.
CREF
Refused by Customer
RTS
Return to Sender
An item has been refused by a customer
An item will be returned to the sender. Redelivery may not be
arranged for items with this status and items will be charged as
undeliverable.
50
v1.4.3
Appendix I – Additional
Transit Days
Listed below are additional transit days which may apply to mainland postcodes. This may occur due to reduced service
days, the type of vehicle required to deliver larger items (for example Heavy Parcels) or the rural nature of the location.
Where a carrier only delivers three days in a week for example, the transit time adjustment recognises the maximum
possible delivery speed with service days from the earliest to the latest day in a working week.
Tracked 48
Formats
All
Postcodes
Transit Times
Service Days
AB37-38, AB55-56
+1 Working Days
Mon to Sat
All
BA1, BA11-15, BA20, BA3, BA5, BA6, BA9
+1 Working Days
Mon to Fri
All
CA5-9, CA21-22
+1 Working Days
Mon to Fri
All
CV2
+1 to 3 Working Days
Tue to Sat
All
DG7-9
+1 Working Days
Mon-Fri
All
DG10-14, DG16, TD9
+1 Working Days
Mon to Sat
All
EH35-40, EH42-46, TD1-8, TD10-14
+1 Working Days
Mon to Sat
All
FK14, FK20-21, G83-84, ML11-12
+1 Working Days
Mon to Sat
All
HR8
Mon to Sat
All
HU1, HU11, HU12
Mon to Sat
All
KA16, KA19
Mon to Sat
All
DD3-11, KY9-10, KY14-16, PH3-16, FK18-19, FK21
+1 Working Days
Mon to Sat
All
IM1-9, IM99
Mon to Fri
All
ML11
Tue to Sat
All
OX16
Wed - Fri
All
PH3, PH4, PH10-11
+1 Working Day
Mon – Fri
All
PL
+1 Working Day
Mon - Fri
All
PO30-41
+1 Working Days
Mon to Sat
All
SA
+1 Working Day
Mon - Fri
All
TD7, TD9, TD15
Mon – Fri
All
TR21-25
Tue – Sat
All
WR11, WR6, WR99
Mon – Sat
All
WV1
Tue – Thu
Large Parcels
Dy1, DY13
+1 Working Days
Mon to Sat
Large Parcels
LE3, LE5, LE19
Mon to Sat
Large Parcels
NG15, NG18, NG22
+1 Working Days
Tue to Fri
Large Parcels
NW6
+1 Working Day
Tue to Thu
Large Parcels
OL6
Wed - Fri
Large Parcels
S80
+1 Working Day
Tue - Fri
51
v1.4.3
Tracked 72
Formats
Packets
Postcodes
Transit Times
Service Days
AB37-38, AB55-56
+1 Working Days
Mon to Sat
Packets
DG10-14, DG16, TD9
+1 Working Days
Mon to Sat
Packets
EH35-40, EH42-46, TD1-8, TD10-14
+1 Working Days
Mon to Sat
Packets
FK14, FK20-21, G83-84, ML11-12
+1 Working Days
Mon to Sat
Packets
DD3-11, KY9-10, KY14-16, PH3-16, FK18-19, FK21
+1 Working Days
Mon to Sat
Packets
IM1-9, IM99
Mon to Fri
Packets
PO30-41
+1 Working Days
Mon to Sat
Formats
Parcels
Postcodes
Transit Times
Service Days
AB37-38, AB55-56
+1 Working Days
Mon to Sat
Parcels
DG10-14, DG16, TD9
+1 Working Days
Mon to Sat
Parcels
EH35-40, EH42-46, TD1-8, TD10-14
+1 Working Days
Mon to Sat
Parcels
FK14, FK20-21, G83-84, ML11-12
+1 Working Days
Mon to Sat
Parcels
DD3-11, KY9-10, KY14-16, PH3-16, FK18-19, FK21
+1 Working Days
Mon to Sat
Parcels
IM1-9, IM99
Mon to Fri
Parcels
PO30-41
+1 Working Days
Mon to Sat
B2B48
52
v1.4.3
Appendix J – Prohibited &
Restricted Items
Prohibited
Item
Services
Description
Exceptions & Restrictions
Aerosols
Postal
Including spray paints, lacquers,
solvents, air fresheners, oven
cleaners, deodorants, body sprays,
hair sprays, shaving and hair removal
creams
Inhalers with a volume of 50ml or less are
allowed.
Unless otherwise prohibited by this guide,
Aerosol traffic categorised by ADR via UN1950
can be carried where the originator has met
Limited Quantity minimum standards i.e.
Courier
1.
2.
3.
In accordance to maximum piece,
maximum parcel parameters above for
declared UN number
Packaged in a way to ensure it can’t be
punctured, break or leak.
For a UK roads solutions only
Limited Quantity decal MUST be displayed on
the outer packing (decal must be 100mm x
100ml – where packaging allows)
Alcoholic
beverages
Ammunition
All
Antiques and
art-works
All
Prohibited unless agreed with Whistl on certain
Courier services. For more information, please
discuss with your Whistl Account Manager
Apparel and
accessories
over £250 in
value
Asbestos
All
All
Blank
activated
credit cards /
debit cards /
charge cards
or cash
dispenser
cards and
event tickets
Bullion (or
any precious
metal)
Courier
Samples of asbestos may be sent on postal
services provided the sample is fixed within an
inert material such as a glue or resin. Surround
with cushioning material e.g. bubble wrap. The
sender’s name and returns address must be
clearly visible on the outer packaging.
Cash-like
negotiable
instruments
in bearer
form
Courier
53
All
All
This would include but not limited to
cash, bank notes, currency, vouchers,
securities, pre-paid phone cards,
activated SIM cards and unused
stamps
v1.4.3
Balloons Filled
Batteries
All
All
Batteries that are classed as
dangerous goods by the latest edition
of the International Civil Aviation
Organization’s (ICAO) Technical
Instructions are prohibited.
Alkaline, nickel metal hydride (NiMH) and nickel
cadmium (NiCd) batteries may only be sent if
new and unopened in their original retail
packaging. Including household AA and AAA
batteries. The batteries must be surrounded with
cushioning material e.g. bubble wrap.
This includes lithium29
ion/polymer/metal/alloy batteries sent
in isolation, with or contained in
electronic equipment such as mobile
phones or digital cameras.
Lead acid batteries (e.g. car batteries)
and sealed lead acid batteries are
also prohibited.
Christmas
Crackers
All
Crackers can only be sent in their complete
made-up form and in their original retail
packaging. An MSDS form should be included.
Clinical and
medical
waste
Controlled
drugs and
narcotics
Corrosive
substances
All
For example contaminated dressings,
bandages and needles.
All
Including cannabis, cocaine, heroin,
LSD, opium and amyl nitrate
All
Substances which can cause severe
damage to living tissue, other freight
or transport by its chemical action are
prohibited including aluminium
chloride, caustic soda, corrosive
cleaning fluid, dyes, acids, corrosive
paint and rust removers, mercury and
gallium metal.
This may also include acids, some
paints, caustic soda, some oven
cleaners & paint remover.
Costume
jewellery
over £250 in
value
All
Counterfeit
currency,
bank notes
and postage
stamps
Designer
Goods
All
Dry ice
All
Environment
al waste
Electronic
items
containing
any batteries
exceeding
100Wh
All
Including any false instrument, or
copy of a false instrument (within the
meaning of section 5 of the Forgery
and Counterfeiting Act 1981).
All
All
Except copies of old denominations, which are
now obsolete and worthless except for
collectable value and cannot be passed as
tender.
For example UN1845 when used as a
coolant for UN3373 or for other
perishable items.
Including used batteries and used
engine oil.
Including electric bicycles and some
high performance laptops.
Lithium batteries contained in equipment are acceptable for carriage when despatched using courier services and
must follow a strict packing requirement. The article containing the batteries must packed in a strong rigid packaging,
must be secure to prevent any movement and to prevent accidental activation. The name and address of the sender
must also be clearly legible.
29
54
v1.4.3
Electronic
items sent
with new
alkaline,
nickel metal
hydride
(NiMH) or
nickel
cadmium
(NiCd)
batteries
All
Explosives
All
Flammable
liquids
All
Flammable
solids
All
Frozen water
All
Gases
All
May be despatched if new and sent unopened in
their original retail packaging. Items should be
surrounded with sufficient cushioning material to
protect each item from damage. Each item,
including plugs, should be wrapped individually
and placed in a rigid container and cushioned to
avoid movement. Any equipment sent with
batteries or cells must be secured against
movement within the outer packaging and must
be packed to prevent accidental activation.
An MSDS will be required.
Any chemical compound, mixture or
device capable of producing an
explosive or pyrotechnic effect with
substantial instantaneous release of
heat and gas is prohibited e.g.
ammunition, blasting caps, fireworks,
flares, fuses, igniters and nitroglycerine. Items that appear to be
prohibited explosive ordnance may be
subject to additional checks and
delays.
This includes mixtures of liquids or
liquids containing solids in solution or
suspension which give off a
flammable vapour. Any liquid with a
closed cup flash point below 60° C is
prohibited e.g. acetone, benzene,
cleaning compounds, gasoline, lighter
fuel, paint thinners and removers,
petroleum and solvents, certain
alcoholic beverages, perfumes and
aftershaves, varnishes and enamels
including nail varnish.
Solid materials which are liable to
cause fire by friction, absorption of
water, spontaneous chemical
changes or retained heat from
manufacturing or processing, or which
can be readily ignited and burn
vigorously e.g. adhesives, calcium
carbide, cellulose nitrate products, fire
lighters, matches, metallic
magnesium, nitro-cellulose based
film, phosphorous, potassium,
sodium, sodium hydride, zinc powder,
zirconium hydride.
Including packs of ice.
Gases that are compressed, liquefied
or dissolved under pressure,
permanent gases which cannot be
liquefied at ambient temperatures,
liquefied gases which become liquid
under pressure at ambient
temperatures, dissolved gases which
are dissolved under pressure in a
solvent.
1. All flammable compressed gases
are prohibited e.g. blowlamps;
butane; lighters and refills containing
flammable liquid or gas; ethane; gas
cylinders for camping stoves;
hydrogen; methane and propane.
2. All toxic compressed gases are
prohibited e.g. chlorine; fluorine etc.
55
v1.4.3
3. All non-flammable compressed
gases are prohibited e.g. air bags;
scuba tanks, carbon dioxide; fire
extinguishers; neon and nitrogen.
Goods made
in foreign
prisons
Human and
animal
remains
Illegal goods
Postal
Infectious
substances
UN2814 or
UN2900 and
Pathogens
All
Except those imported for a non-commercial
purpose, of a kind not manufactured in the UK,
or those in transit.
All
Including ashes.
All
Illegal goods (these are goods which
are considered illegal in the origin, the
transit points and/or the destination
countries and would include but not
be limited to pirated goods,
counterfeit goods and narcotics)
Category A Infectious Substances are
prohibited e.g. Ebola, Anthrax, Foot
and Mouth disease as detailed in the
latest edition of the International Civil
Aviation Organization’s (ICAO)
Technical Instructions. For more
information please refer to IATA
guidelines on infectious substances.
Category B substances assigned to
UN3373. For example: Blood
products, samples
Pathogens in the Risk Group 4 and
selected Risk Group 3 listed in
Schedule 9, Part 5 of the latest edition
of the Control of Substances
Hazardous to Health Regulations are
prohibited
Irreplaceable
/ unique
items
Ivory and
other
banned
products
Jewellery
and objects
constructed
of precious
metals
and/or
stones
Lighters and
refills
containing
flammable
liquid or gas
Living
creatures,
animals and
reptiles
Loose
precious
stones
Lottery
tickets
Magnetised
material
All
All
All
All
Including used butane and petrol
cigar and cigarette lighters.
New and unused empty and de-gassed lighters
may be sent unopened in their original retail
packaging.
All
All
Including industrial diamonds
All
Postal
Courier
56
Magnetised material with a magnetic
field strength of 0.418A/m or more at
a distance of 4.6m from the outside of
the package.
Magnetised material with a magnetic
field strength of 0.159A/m or more at
a distance of 2.1m from the outside of
the package.
UK Lottery tickets may be despatched upon
Postal services.
Magnetised material which does not exceed
these limits should be wrapped in soft packaging
at least 2cm thick around each item. The
sender’s name and address must be clearly
visible on the outer packaging.
v1.4.3
Matches
All
Micro
processors
All
Mobile
telephones
and
accessories
over £250 in
value
Nail varnish
and polish
All
All
Of any kind, including safety and
windproof matches.
Of any kind, volume or quantity. All
flammable and all non-flammable nail
varnish and polish are prohibited.
Nail Varnish and polish in retail/POS packaging
traffic categorised by ADR via UN1263 can be
carried by Couriers where the originator has met
Limited Quantity minimum standards i.e.
•
•
•
Nonhazardous
liquids
Obscene
publications
and
pornography
All
Oxidising
materials
and organic
peroxides
All
Perishable
Items
All
All
declared UN number
For a UK roads solution only
100ml – where packaging allows). An MSDS will
also be required.
Including pornography as detailed in
Part 5 of the Criminal Justice and
Immigration Act 2008 and indecent
photographs or pseudo-photographs
of a child as detailed in section 160
and 161 of the Criminal Justice Act
1988.
These are substances such as
disinfectants that may cause or
contribute to combustion of other
substances. They may also be liable
to explosive decomposition, react
dangerously with other substances
and injure health e.g. bromides,
chlorates, components of fibreglass
repair kits, disinfectants, nitrates, per
chlorates, permanganates and
peroxides, including hair dyes and
colourants containing peroxide.
Fresh fruit, vegetables and frozen or
chilled foodstuffs
Flowers and plants may be despatched with
prior agreement from Whistl and our carriers. If
agreed, they must be suitably sealed to prevent
leakage or tainting of other items such as in
sealed vacuum packs. Must be packed in a
strong corrugated board box or purpose
designed polystyrene pack.
Perishable plants or flowers should be able to
withstand a journey of up to 48hrs and it is
recommended that Next Day services be used.
Perfumes
and
aftershaves
Postal
Courier
57
Of any kind, volume or quantity. All
flammable and all non-flammable
perfumes and aftershaves are
prohibited.
Perfumes and Aftershaves that are
classed as flammable are prohibited.
Perfume/aftershaves and polish in retail/POS
packaging traffic categorised by ADR via
UN1266 can be carried where the originator has
met Limited Quantity minimum standards i.e.
v1.4.3
•
•
•
Personal
data
All
Prescription
medicine
All
Pesticides
All
Poisonous,
toxic liquids,
solids or
gases
All
Radioactive
materials
All
Sharp
objects
All
Solventbased
paints, wood
varnishes
and enamels
Tickets and
related
advertiseme
nts for illegal
lotteries
Tobacco
All
Vehicle
Parts
Courier
Waste, dirt,
filth or refuse
Watches
with an
individual
value over
£250
Water-based
paints, inks,
wood
varnishes
and enamels
58
All prescription medicines and
medicines classified as flammable,
toxic or flammable and toxic are
prohibited.
Including weed killer and any
chemical that is used to kill pests and
insects such as fly sprays.
Including substances that are liable to
cause death or injury if swallowed or
inhaled or by skin contact, such as
arsenic, beryllium, cyanide, fluorine,
rat poison.
Radioactive materials and samples
that are classified as radioactive using
Table 2-12 of the latest edition of the
International Civil Aviation
Organization’s Technical Instructions
e.g. fissile material (uranium 235,
etc), radioactive waste material,
thorium or uranium ores and luminous
dials from aircraft.
declared UN number
For a UK roads solution only
100ml – where packaging allows). An MSDS will
be required.
Over the counter medicine may be despatched
when not classified as flammable and/or toxic.
An MSDS may be required.
Sharp objects like knives, kitchen utensils and
gardening tools may only be posted if they are
packaged appropriately so that they are no risk
to employees, other packages or recipients.
Including Gloss paint, varnishes
(including nail varnish), enamels and
similar substances.
All
All
All
All
Vehicle parts which a weight in
excess of 15kg may not be
despatched as Large Parcels.
Vehicle parts should be despatched in uniform
packaging, fully in accordance with Whistl’s
guidelines on packaging.
No parts may be despatched which
contain liquids.
Including household waste or rubbish.
All
v1.4.3
Weapons
59
All
Including Section 5 firearms, CS gas
and pepper sprays, flick knives,
tasers and stun guns. Items that
appear to be prohibited weapons may
be subject to additional checks and
delays.
v1.4.3
Appendix K – “Orientation”
Arrows
or
60
v1.4.3
Appendix L – LQ Labels
The LQ label below is required on all consignments that contain Dangerous Goods in small amounts for all Road and
Sea journeys.
Whistl require all their consignors to use these labels in this orientation, the dimensions are not optional they are the only
two that are allowed.
If the parcel can accommodate the larger label then it is this label that must be applied, the use of the smaller label is for
small parcels only
100x100mm
50x50mm
61
v1.4.3
Appendix M – Example
Authority Letter
62
v1.4.3
Version Control
Version
Date
1.4.3
18/03/16
63
Section
Changes
General updates to all sections, included Prohibited & Restricted items
v1.4.3

Whistl Tracked Services Customer Guide

Transcription

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