Client Support Hub

Although our Client Services team is always here to assist you with any questions or concerns you may have, at AIT we believe in empowering you to be self-sufficient whenever possible, fostering a partnership built on trust and efficiency.

Below, we’ve compiled a list of topics to address the most common questions and queries we receive through calls and emails. During our busier periods, we want to ensure your needs are met, and we recognize that one key aspect of this is providing you with accurate information as promptly as possible. We hope this resource increases your understanding of our business and strengthens your team’s ability to serve your customers with confidence and care.

To your left, you will see a navigation pane. If your enquiry falls within one of the indicated categories, please select it, and it will direct you to the relevant information.

Frequently asked questions

Standard Delivery

Our standard two-person delivery service includes delivery to the room of your choice, unpacking the item, and removal of packaging from the premises. These services are included with every two-person delivery. Please be aware this does not apply for flatpack items as we do not unpack this type of product.

Locating an order

To locate an order, we will need the order number or the customer’s postcode. We may also ask you to confirm the delivery address and the customer’s name to ensure we have the correct order.

Customer Details

Once you upload an order into our system, we will receive all the relevant customer details you have provided. If there are any discrepancies in the address, name, or contact information, please contact us via email or phone before the scheduled delivery date, and we will update the information accordingly.

ETA of collection/ delivery

The timeslot is visible to all team members who may need to be aware of the estimated delivery or collection time. Please note that this is the current scheduled time and does not represent a guaranteed window, as we operate an all-day delivery service. The customer will receive a pre-call approximately 30-60 minutes prior to delivery from our team. The delivery window is displayed on the main order page, as shown in the example below.

Bookable Scan

In each of our depots, we have designated areas where stock can be accessed and scanned regularly. This ensures our team has confidence that the goods can be rebooked for the next available date; we refer to this as a “bookable scan.” If an item is not scanned in a bookable area within 24 hours, we may be unable to rebook it and will need to coordinate with the depot to locate and scan the goods before we schedule a delivery date.

Timeslot Request

As we operate an all-day delivery service, we are unable to guarantee or specify exact delivery time slots. However, we do offer time slot services such as Before 10 AM, AM, PM, and After 6 PM. If you would like to add any of these options, please contact our Client Admin team via email to request this. Please note that additional charges may apply, and these will be outlined on your rate card.

Partial Order

If a consignment contains multiple lines and we encounter an issue with some of them, we can attempt a partial delivery, meaning all items that can be, will be sent out for delivery. If you would prefer to opt out of this and have the entire order marked as failed until we are able to deliver all items, please contact us to let us know.

Returns

If you have cancelled an order or requested a customer collection with us, the stock will generally be processed within our network and returned to you within 7-14 working days. Please refer to your contract for the specific Service Level Agreement (SLA) that applies to your account.

Invoice/ charge Query

Your account will be assigned a dedicated rate card outlining all charges and costs. Please refer to this document for any questions. If your inquiry is not addressed, kindly contact our credit control team at creditcontrol.aithd@aitworldwide.com

Leaving delivery in safe place/ with neighbour

Our service involves delivering directly to the customer’s room of choice. If the customer is not available at the time of delivery, the delivery will be considered unsuccessful. If the customer requests us to leave the item in a secure location, such as the porch or with a neighbour, we require written or verbal confirmation from you through our Client Administration team. Please note that by making such a request, you accept liability for any damages or loss resulting from the item not being delivered directly into the property.

Booking a collection

To schedule a collection from a delivery, please select the ‘Create collection’ option located at the bottom right of the order. This will automatically direct you to a collection page containing the relevant delivery details (such as customer and product information). You can then choose a preferred collection date.

Rebooking Request

To prevent an order from failing, we will only rebook an order if there are bookable scans available. If you contact us to rebook an order, we will schedule it for the next available date in accordance with the postcode matrix. If we determine that there are no bookable scans and therefore cannot rebook immediately, we will contact the depot to request available scans. Please allow 24-48 hours for this process.

Order status update

We will update the order status based on the progress of the delivery or collection. If any issues or delays occur, this will be reflected in the order notes and status updates. For example, you may see statuses such as “Undelivered,” “On Hold,” “Cancelled,” or “Quarantine.” We are committed to ensuring all orders are successfully fulfilled however, you can maintain full visibility by reviewing the order details at any time.

Not Dispatched From Supplier (NDFS)

If an order has this status, it indicates that we have not yet received the stock within our network. Due to the rapid pace of our operations, it is generally unlikely for stock to be held without being scanned; therefore, an NDFS typically signifies that we have not received it. If you are confident that the stock has been sent to us, please contact our Client Admin team at clientadmin.aithd@aitworldwide.com with the trailer number, signed manifest, and CCTV footage confirming the collection of the stock.

Product Damage

Although we strive to minimise handling to reduce the risk of product damage, we acknowledge that damage can sometimes occur to your items during transit—whether to us, to the customer, or upon return to you. If you receive a report of damage, please gather any evidence indicating the issue was caused by AIT. If the evidence is sufficient, kindly submit a claim through the portal.

Claim

We have a dedicated team responsible for processing and investigating all claims related to product loss or damage. Please note that we are unable to discuss claims directly and will refer you to our claims department. If you wish to dispute an outcome, request an update, or have any questions, please do so through Tracker or via email. claims.aithd@aitworldwide.com

Failure Code Query

While our operations team carefully aims to prevent any failures, occasional issues may still occur. We utilise a comprehensive set of failure codes, such as customer unavailability, item damage, incorrect customer data, access issues, and others. All failure reasons will be documented on our tracker, providing full visibility of the incidents.

Loading Error

Our crews are scheduled to depart from the depot in the morning once their vans are loaded to begin their routes. Occasionally, during the loading process, an item may be found missing. In such cases, the crew will notify a supervisor, who will then assist in locating the item. If the item cannot be found before the scheduled departure time, this will be recorded as a ‘loading error’. Our depot will then work throughout the morning to recover the missing item and arrange for it to be transported on a backup vehicle, ensuring the delivery reaches the customer on the same day, although outside the original time window.

Misroute/ Missort

There may be occasions when goods are located at the incorrect depot and are therefore unable to be dispatched for delivery, as the correct depot does not have the stock. In such cases, we will arrange for the goods to be transferred internally to the correct depot; this process typically takes up to 48 hours. When this occurs, we can schedule the item for delivery at the end of the 48-hour period and coordinate with the depot to request trunking, or we can wait until the goods are scanned at the correct depot, which will ensure a guaranteed delivery.

Vehicle Capacity Issue (VCI)

Undelivered- Vehicle Capacity Issue- Manually Routed.

n the morning, if an order cannot be fulfilled due to capacity constraints (such as fitting on the van) or a loading issue, the original crew will depart the depot to begin their deliveries. Our depots typically spend several hours, until around 12 p.m., working on recovery plans. This process may involve calling in a backup crew or vehicle and manually planning their routes. If you notice an order with this status, please allow until approximately 12 p.m. for an update. The customer will still receive their delivery; however, it may not adhere to the original time slot. Since this process is manual and depends on the crews’ progress, providing an exact estimated time of arrival may be challenging, but the customer will still receive a 30-60 minute prior notification call.

Supplier Collection

If your warehouse is expecting us to collect stock from you and you need to inquire about an ETA or have any questions, please contact trailer.collections.aithd@aitworldwide.com. They will respond to your inquiry promptly.

Third Party

In certain remote areas, we utilise third-party carriers to ensure delivery to as many customers as possible. The date you select on Tracker corresponds to the day the order is handed over to our third-party courier. The courier will contact the customer within five working days to arrange a convenient delivery date. All customer communications will clearly outline this process for full transparency. Additionally, you can verify whether an order is with our third-party carrier by referring to the postcode on the postcode matrix.

One time move on code

A one-time move-on code is generated whenever an additional service is added to an order. This is a unique four-digit code that must be provided by the customer to our driver before proceeding to the next delivery. Customer communication indicates that this code should only be shared once the customer is satisfied with the delivery and any additional services. This process is designed to improve the customer experience and ensure all services are properly accounted for.

Access Issues to Property

If, on the day of delivery or collection, we encounter issues such as traffic, lack of parking, adverse weather conditions, road works, or Road closures, this may result in the failure of the scheduled service. In such cases, we would need to reschedule for an alternative date when these challenges are unlikely to occur.

Access Issues into ROC

When our team attempts delivery, there may be instances where the item is too large to fit into the designated property or room of choice. As our agreement with you is to deliver directly into the specified room, we would need to consider this a failed delivery and coordinate with you accordingly. However, if the customer insists on us completing the delivery, we can remove the packaging and attempt to deliver the item. In such cases, we would ask the customer to accept full liability for any potential damages to the property or product that may occur during this process. If you prefer to remove this option, please let us know, and we will ensure the delivery is marked as failed if any access issues occur.

IT Issue

We apologize for any inconvenience caused by the technical issues you are facing. Please reach out to our Client IT Help Desk at client.itsupport@panthergroup.atlassian.net. For urgent matters, you may also contact them by phone at 01604215046.

Customer Complaint

We regret to hear that your customer has experienced issues during their interaction with us. Our dedicated Complaints Department handles all reported concerns. We recommend that your customer contact them directly at complaints.aithd@aitworldwide.com for assistance. Alternatively, if you prefer to manage the communication, you may also send an email to them. Please note that the team has a 48-hour response time, and they will reply within this timeframe.

Service issue/ escalation

We sincerely apologize that you’re experiencing difficulties with our service. Your concerns matter to us, and it is important we understand the challenges you’re facing so we can work together to resolve them as quickly as possible. To help us assist you effectively, please reach out to our dedicated key account managers, sharing details of the issues, along with any order or photo examples, and any other relevant information you can provide. You will receive a response to this email within just 2 hours; we are committed to supporting you every step of the way.