1. Ticketing Portal for Raising Non-Live Queries
The best way to communicate with our agents on non-live queries/incidents is through our easy-to-use ticketing portal.
Non-Live Issues Examples
Parcel Query: E.g. Package reported not delivered, package delivered to wrong address, etc.
Courier Feedback: E.g. Courier reported as rude, etc.
Invoice Query: E.g. Incorrect amount invoiced, etc.
How does the tool work?
Access to a customer support portal to raise different types of non-live claims
Our support agents work directly with the tool, update the ticket status regularly and can interact easily with you or other team members to resolve a ticket
What are the benefits for you?
Single dedicated portal to raise all non-live claims
Possibility to track all tickets raised by members of your organisation
Faster and more consistent issue resolution and easier communication
IMPORTANT: Following investigation Stuart may award you a coupon to address a delivery incident. Please refer to the section on ‘Triggering Stuart’s Refund Process’ for more details
2. Customer Support Chat for Live Issues
The best way to communicate with our agents on live queries is through our Live Chat on the Stuart Dashboard.
Live Issues Examples
Pick Up / Store Issues: E.g. Package not at pick up, the store closed, package not ready (long wait)
Package or Delivery Incident: E.g. Incorrect order, package damaged, driver accident
End Customer Impact: E.g. absent customer
How does the tool work?
Live Chat can be found in the bottom right corner of the Dashboard
By selecting “send us a message” you can start a live chat with one of our agents
You will need to include the order ID/client reference when creating a chat and an exact description of the problem (e.g. "driver is not here" is not as descriptive as "the driver is arriving late for pick up")
You can access our Stuart Dashboard here
IMPORTANT: Our Live Chat is monitored during all of our operational hours which are from 7:00 - 00:00
3. How to Maximise Store Operations
Ensure pick up points for couriers are easily visible and accessible
Make sure items are packed up and ready by the time the courier arrives, to ensure the handover is fast and efficient
Proactively communicate to the couriers any delays/issues in store
Offer couriers shelter and a beverage, especially in poor weather conditions
Secure packages with tape and elastics and ensure bags are sealed, stapled and labelled
4. Cancellation Fees
You can cancel a delivery request at any point prior to a package being picked up by the courier
A cancellation fee will apply if you cancel while the delivery request has been accepted by a courier for longer than 2 minutes
If a delivery is cancelled while no courier has accepted it, then no cancellation fee will be issued
This logic is automatic and standard as per our T&Cs.
5. Triggering Stuart’s Refund Process
In order to trigger Stuart’s refund process, a JIRA ticket must be raised for investigation.
The client identifies the need for an investigation or receives a complaint from the customer and creates a request to Stuart via JIRA Ticketing tool
Stuart reviews the case and conducts an *investigation per internal processes
Additional information may be requested from the client to advance the investigation
Evidence shows Stuart is at fault. Written confirmation provided via Jira
The client issued a coupon refund
Stuart confirms that procedures were followed correctly and shares evidence with the client
IMPORTANT: *Timeframes for investigation are dependent on the incident raised but an email acknowledgement will be sent immediately and Stuart CS will update the ticket based on progress / any developments. If the investigation is regarding a courier, under all circumstances a courier’s account will be reviewed and they will be off-boarded in case of 3 or more such incidents.
6. Scenarios where Refunds are not Eligible
The below are common situations when Stuart is not entitled to issue a refund. However, a quality report is made for the courier involved and registered in Stuart’s Quality monitoring tools for internal tracking:
*Lacking mandatory equipment: e.g. courier not using a thermal bag; no transport of their own (another individual is transporting the courier around)
*Disrespectful to a client / end-customer: e.g. inappropriate remarks towards a client; using any disrespectful language
**Wrong transport: e.g. client reports the courier for using the wrong transport type; courier is registered as a bike, but uses the motorway (M road); evidence of sharing a mode of transport with another courier
Cash orders: due to the COVID-19 pandemic, we do not recommend operating with cash orders until further notice - couriers are free to refuse to deliver
*Reports about these reasons (Lacking mandatory equipment & Disrespectful to a client / end-customer) are tracked internally and a warning message is sent to the courier. In case of 3 or more of such incidents, the couriers' account is flagged to the Operations Team to be reviewed and the courier potentially offboarded
** A report related to the wrong transport type is escalated to the Operations Team immediately for further investigation