Courier investigations: what happens next? – Sweetzy

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🔎 Courier investigations: what happens next?

Sweetzy can raise a courier investigation when the expected delivery window has passed or courier tracking shows a delivery problem.

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Sweetzy can raise a courier investigation when the expected delivery window has passed or courier tracking shows a delivery problem.

🚚 Delivery reviewCourier evidence, tracking scans and address details may need to be reviewed before Sweetzy can confirm the next step.

🚚 What the courier investigation can involve

1Sweetzy raises the investigation with the courier and receives an investigation reference.

2The courier usually aims to respond within 5 working days.

3If the parcel cannot be located, the courier may ask Sweetzy to allow 10 working days from the parcel’s last scan for delivery to happen.

4Sweetzy cannot usually proceed until the courier has progressed the investigation.

🍬 What you may need to provide

1Your order number and tracking reference.

2The courier email or screenshot if the courier says there is an issue or the parcel is lost.

3A signed courier form if requested for a delivered-not-received investigation.

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