Our Support Chatbot handles queries quickly and can resolve problems at any stage of delivery. If you need to speak to a Support agent, the information will be ready for them to jump in!
Why do we use a Chatbot?
Quicker responses and resolution time
Increased efficiency for your deliveries due to the accuracy of the information
For complex issues, all the information you have given the bot will be passed on to a Support agent to quickly review and solve
⚠️ Please read the options given by the Chatbot carefully. You are not able to return to a previous question, but you might be given the option to restart the chat. If you don't see this option, please start a new chat.
How does the Chatbot work?
The chatbot will be able to detect by GPS what delivery stage you (or your substitute) are at...
On the way to the pickup location
At the pickup location
On the way to the drop-off location
At the drop-off location
…and offer specific query options for you to choose from.
Learn more about Which chatbot option should I select?
What happens if the GPS doesn't work properly?
In the event that the GPS does not detect your delivery stage correctly, the bot will offer you the option to choose another stage.
Help from a Support agent
If a Support agent needs to intervene to help with certain requests (e.g.accidents), the bot will filter the information provided to the Support agent so the resolution time is much shorter.
How do I upload a photo to the Chatbot?
Certain queries will require you to upload photo evidence, such as:
🧰 Equipment failure
❌ The package is damaged
In this case, the chat will go as follows:
Once the photo has been uploaded, you will need to tap "Proof" to confirm the upload.
Apple deliveries
You are able to submit an Apple proof of delivery through the chatbot. Please note that once you have submitted the evidence, should you have any other queries, you will need to open a new chat and select "I have an issue with my Apple delivery".
Proof of delivery example:
Other Apple queries example:
Account Changes
For account changes, please refer to our dedicated help centre articles on how to change your account details directly: