Our Support Chatbot handles queries quickly and can resolve problems at any stage of a delivery. If you need to speak to a Support agent, the information will be ready for them to jump in. πŸ€–

On this page:


πŸ‘ Why do we use a Chatbot?

  • Quicker responses and resolution time

  • Increased efficiently on your deliveries due to the accuracy of the information

  • For complex issues, all the information you have given the bot will be passed onto 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 might be given the option to restart the chat. If you don't see this option, please start a new chat.


πŸ€– How does the Chatbot work?

The chatbot will be able to detect by GPS what delivery stage you 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. For example, if you are on the way to the drop-off location, the chatbot will offer options such as:

  • Package damaged

  • Road Closed

  • I still don't have the package

  • Other (Only choose this option if your query isn’t listed, as the Chatbot will be able to handle your query much quicker than contacting a live agent.)

Example:


πŸ“± 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 an option to choose another.

For example, if you are at the pickup location but the bot still thinks you are on your way, you can click "I'm currently at Pickup address" and it take you to a different set of options. (See below)


πŸ‘©β€πŸ’» Help from a Support agent

Should a Support agent need to intervene to help with certain requests i.e. accidents, the bot will filter the information provided to the Support agent so the resolution time is much shorter.


πŸ“Έ How do I upload a photo to the Chatbot?

There are certain queries that 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:

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