1. How can I contact Stuart Support?
Every ongoing and finished delivery within the Dashboard is having a Chat button which enables you to initiate the chat with Stuart Support.
1.1. How does it work?
Once you click on the button, you will be given several scenarios to choose from. This helps Support to better understand the query and assist you as efficiently as possible.
1.2. Where do I find the Chat Button?
It will be visible once you open the delivery in question and the layout will be the same for single or stacked packages:
For an ongoing delivery, on the left-hand side of delivery card, there are three dots which will display a drop-down menu. Hover the mouse over the package you wish to open a chat for, and you will see the chat button under the drop-down menu alongside other options to manage the delivery.
For past deliveries you can find it on the left-hand side right underneath the map.
Ongoing tab
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Past tab
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2. What to take into account when I contact Customer Support?
Our customer support team is here to assist you. You can contact them at any time if you have questions on your delivery.
You can cancel your order at no cost while your delivery is not assigned. However, please note that if there has been a courier assigned for more than 2 minutes, a cancellation fee will be applied.
2.1. Contacting while the delivery is unassigned
Assigning a courier
We will try our best to assign a courier to your package, however the assignment depends on the courier supply in the area.
Here Support will guide you to raise a new delivery, as the delivery address cannot be modified once raised, and a new order will be required.
Splitting the package or changing the transport type
A charge might be applied, depending on the request. In the case of splitting the package for example, Support will be creating a new delivery, which will be charged once it is assigned to another courier for more than 2 minutes.
Cancelling your order
In the event that there are no Stuart couriers available, we advise you to wait a few minutes and either cancel or try again as a courier may be available shortly. If you can’t wait longer for a courier to be assigned and want to cancel the delivery by yourself, you can do it for free by clicking on the three dots and selecting the cancel option in the drop-down menu.
If a courier has been assigned for more than 2 minutes, a cancellation fee will be applied. Support can also help you on how to cancel your order.
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2.2. Contacting while the delivery is in progress
To request a tracking link, to check the ETA (Estimated Time of Arrival) or to report courier delays or detouring to the wrong direction
If you have tried to find this information from the dashboard (learn more here) or if you cannot find this information, Support will keep you updated attempting to contact the courier and get back to you with an update afterward.
Splitting the package or changing the transport type
A charge might be applied, depending on the request. For example, when splitting the package, Support will be creating a new delivery. Once assigned to another courier for more than 2 minutes, this delivery will be charged. In the case of the courier marking the delivery as picked, Support will suggest to raise a new delivery for the rest of the items.
Here Support will guide you to raise a new delivery, as the delivery address cannot be modified once raised, 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 has picked up the order
Here Support will confirm in our system that the courier has picked up the package and validate it.
Other scenarios.
The chatbot offers other options and Support will help you find the best solution to your needs.
2.3. Contacting when the delivery is finished
Requesting a POD (Proof Of Delivery)
You will be guided by the chatbot on how to get a photo POD (Proof Of Delivery) from the dashboard. Note: your in-app POD feature has to be enabled to have access to the photos.
Feedback on courier or platform
The chatbot will assist you to submit a form that will provide Support with your feedback about a courier or the platform (e.g. dashboard issues). Alternatively, you can continue the chat and Support will be able to raise this form on your behalf.
Issue related to a finished order
Support will make sure to assist you thoroughly with your query by investigating the matter in detail and coming back to you with an update.
Invoices/Pricing queries
Here, the chatbot will guide you on how to provide feedback by submitting a form. However, you can still reach out to Support for further assistance.