UK Delivery Enquiry FAQs

Question 1

Do I need to retain my damaged item?

Accepted Answer

We strongly recommend that you retain any damaged item(s) should you wish to query them with Whistl. We will require photographic evidence of both the damage to the parcel and the packaging itself as part of our investigations.

Question 2

How do I request that my parcel is stopped and returned to me?

Accepted Answer

If you require the parcel from being delivered  then you would need to request this before the parcel is delivered via Whistl webchat. Please note this is only best endeavors and we cannot guarantee that items will be stopped from being delivered depending on where they are within the network.

Question 3

I have received a complaint regarding a delivery, what should I do?

Accepted Answer

Using the link below, please raise your complaint direct with Whistl Customer Services. When raising your complaint, please ensure you have information such as the tracking ID to hand.

Question 4

My item has received a tracking event suggesting it has been relabelled, what does this mean?

Accepted Answer

Items may be relabelled by a carrier for a number of reasons. When an item is relabelled, Whistl will continue to receive tracking against the original tracking number for the item, returned items may however be received with a new barcode. Potential reasons for a carrier to relabel an item might include:

A problem with the print quality of the label

The dimensions or weight of the item are greater than declared, requiring the item to be reverted to an alternative service

The item label was printed several days in advance of the item being received by Whistl or our carrier, requiring new routing to be applied to the label

Question 5

My item is showing as On Hold with the carrier, why might this be?

Accepted Answer

Typically items are placed on hold by carriers if they are unable to affect delivery of an item due to a problem with the address however to investigate this further, please use the link below to chat with our customer services team.

Question 6

My item shows as handed over to Royal Mail, why has tracking stopped?

Accepted Answer

Items dispatched on our InSight service may be tracked to Royal Mail handover. As a part-tracked service, InSight items may only be tracked within Whistl's network.

Question 7

My parcel tracks as delivered but my customer has not received it. What can I do?

Accepted Answer

Should the recipient of a parcel be unavailable, drivers will often deliver to a safe place or neighbour either side or directly opposite. This is normally indicated in tracking information.

Items sent on POD services will also be delivered to the recipient, a neighbour or property directly opposite and a signature obtained. If you would like to view a copy of the signature, this may be obtained by your Whistl Internal Account Executive and on some services, the name of the consignee may also be visible within Despatch Manager when tracking the item.

Question 8

When can I expect my parcel to be delivered?

Accepted Answer

This will be dependant upon the service the item has been sent upon. When tracking the item within Despatch Manager, an indicative delivery date will be given based upon the date the item label was printed. If after the label was printed the item was handed over to Whistl a day or more later, you may wish to add this difference in time to the expected delivery date to generate a more accurate delivery window.

Question 9

Why has my parcel tracking stopped updating?

Accepted Answer

Most often when a parcel’s tracking has stopped updating, it is simply due to a small delay in the delivery, or a delay in the tracking system registering the parcel’s progress. However, if your parcel tracking has stopped for more than two or three days, there could be complications with the delivery itself. To check whether there has been any issues with your delivery, please contact Whistl via webchat

Question 10

Why is my parcel showing no tracking since it was collected?

Accepted Answer

Items will receive their first scan upon receipt at a depot following collection. If none of your items from the collection have yet to receive a scan, it is possible that the vehicle has yet to arrive at the depot or there has been a delay in the items being scanned.

If your parcel is showing no tracking but other items collected have, then it is possible an issue with the item was identified upon receipt and it has been quarantined, please contact us via the link below if this is the case.

Please note that if your item has not been quarantined, then it most likely was not handed over for collection and you may wish to check your warehouse for the status of the order.

Question 11

My customer has cancelled their order. Can I recall my item in transit?

Accepted Answer

Once an item has been received by Whistl or our carriers we are normally unable to have an item recalled and returned to you. You may however use the link below to chat with our customer service team should you wish us to check whether this is possible.

Question 12

Why am I unable to track my item on your consumer portal?

Accepted Answer

When searching for items on our consumer portal, please ensure you enter the full tracking ID in addition to the delivery postcode or zip code for the item. When entering the postcode or zip code, you must ensure it is entered exactly as supplied when originally printing labels.

Should you still be unable to track an item, please check to ensure it has been manifested - only items manifested will appear on our consumer portal.

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