When should I escalate a conversation with support?

Courier partners handle minor issues directly through the Parcel Monkey marketplace. They resolve problems like late pickups, missing shipping labels, or undelivered packages, since they maintain direct relationships with the courier services.

Escalate conversations when you are experiencing bigger or more serious issues that courier partners cannot resolve. Parcel Monkey support will then step in to assist.

Why escalate?

If you are having an ongoing issue with a courier partner, such as if you are not happy with the outcome of a claim, you have been mis-sold a courier service, or they are failing to answer your query within 72 hours (based on working days), then you are able to escalate your conversation from your Parcel Monkey account.

When not to escalate

Minor issues like late pickups, tracking issues, or late deliveries should be handled with the courier partner. General questions before booking can be directed to Parcel Monkey support.