Every on-going and finished package on the Stuart dashboard has a Chat button which allows you to open a chat with Support and receive support based on the status of the delivery. You will first go through the automated bot which offers you several scenarios to understand your request as quickly as possible.
On this page:
Where do I find the Chat button?
When to contact Customer Support?
Where do I find the Chat button?
Single packages:
Ongoing tab | Past tab |
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Stacked packages:
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When to contact Customer Support?
If you happen to have any questions or concerns during your ongoing or past deliveries, Support is available to help you sort out your doubts.
Before reaching an agent, you will go through the automated chatbot which will allow you to select the relevant contact in order to provide you with a quicker resolution.
Note: a chat with Support can only be opened once the package has been searching for a courier for more than 10 minutes.
If you wish to cancel your delivery, you don't have to wait for these 10 minutes to pass. You can cancel it directly from the dashboard. There will be no charge associated with this cancellation if the order has been canceled within 2 minutes of it being assigned to a courier.
If your order is pending courier assignation, you can ask for support on:
Assigning a courier.
Here the Support agent will try their best to assign a close courier, however this depends on the supply and availability.Changing the delivery address or details.
Here the Support agent will guide you to raise a new order as during the stage the order cannot be modified and a new order will be required.Splitting the package or changing the transport type.
Here the Support agent will update your order accordingly. Depending on your request, a charge might be applied.Cancelling your order.
Here the Support agent will guide you on how to cancel the order from the dashboard.
If your order is progress, you can ask for support on:
Requesting the tracking link or ETA or reporting a late courier/courier going the wrong direction.
Here the Support agent will reach out to the courier to provide you with an update.Splitting the package or changing the transport type.
Here the Support agent will update your order accordingly. Depending on your request, a charge might be applied.Changing the delivery address or details.
Here the Support agent will guide you to raise a new order as during the stage the order cannot be modified and a new order will be required.Adding more details to an order.
Here the chatbot will guide you on how to add more details to an ongoing order.The courier already picked up the order.
Here the Support agent will confirm in our system that the courier has picked up the package and validates it.Other scenarios.
The chatbot offers other options and the Support agent will help you find a solution to your needs.
If your order is finished, you can ask for support on:
Requesting a POD.
Here the chatbot will guide you on how to retrieve a POD from the dashboard if your in-app POD is enabled.Give feedback on courier or platform.
Here the chatbot will guide you on how to provide feedback by submitting a form or continue the chat and an agent will raise it for you.Issue related to a finished order.
Here the Support agent will investigate your query and provide feedback and updates accordingly and if required, they will raise a ticket on your behalf.Issue or queries related to invoicing and pricing.
Here the chatbot will guide you on how to provide feedback by submitting a form or continue the chat and an agent will raise it for you.