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Best practices to optimise your experience

Best practices to optimise your experience with Stuart.

Updated over a week ago

Maximising store and order operations

We recommend exploring the client help centre to familiarise yourself with key processes and best practices. This will help you get the most out of your experience with Stuart.

Some tips to ensure smooth pick-ups and deliveries:

  • Make pick-up points clearly visible and accessible for couriers

  • Have items packed and ready before the courier arrives

  • Communicate proactively about any delays or issues

  • Secure packages with tape, elastics, labels and sealed bags

  • Offer shelter and beverages to couriers in bad weather

Additionally, optimise your operations by following best practices in these key areas:

  • Authentication: Ensure you are properly authenticated to make successful API calls and avoid errors.

  • Package sizes: Provide accurate package sizes for each order to facilitate smooth delivery.

  • Addresses: Double-check that addresses are accurate to avoid failed deliveries.

  • Order flow: Schedule and prepare orders carefully to prevent delays.


Cancellation fees

  • You can cancel any delivery request before the package is picked up without fee.

  • Cancelling after a courier has accepted the delivery for over 2 minutes will incur a cancellation fee.

  • If no courier accepted the request, no cancellation fee applies.

This process is automated as per our Terms & Conditions.


Incident reporting, Ticketing portal and Refunds

The preferred way to raise non-live issues, incidents or refund requests is through our easy-to-use Ticketing Portal. This portal allows you to submit claims including:

  • Delivery issues (eg. package not delivered)

  • Courier feedback (eg. rude behavior)

  • Invoice queries (eg. incorrect charges)

Reporting courier behaviours

Some courier behaviours do not automatically qualify for refunds, such as:

  • Lack of mandatory equipment (such as no thermal bag)

  • Use of wrong transport type

However, you should always report these incidents. Stuart closely monitors such reports and takes appropriate actions, including warnings or potential off-boarding after repeated issues.


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