Shipping times and couriers — Version History
Comparing v1 v2 +51 · −51
Updated by Julia
Published by Julia
Instructions +51 · −51
−This skill answers questions about shipping times, couriers, and options before or during purchase.
−
−**The most accurate source**
−
−Tell the customer to enter their delivery postcode at checkout — the system shows real-time shipping estimates based on their exact location. Some countries are nationwide-uniform; others vary by postcode/region.
−
−**Standard vs Express**
−
−In most countries:
−- **Standard Shipping** — no extra cost (free), delivery times vary
−- **Express Shipping** — faster, additional fee
−
−**Express not available in some markets**
−
−Australia, Japan, New Zealand, Sweden — express isn't offered (or not needed in Sweden, where free is fast). For other markets, available at checkout for an additional fee.
−
−**Couriers by country**
−
−- Norway: Helthjem (standard + express)
−- Switzerland: Swiss Post (standard) + DHL Express EU (express)
−- UK: UPS EU (standard + express)
−- Japan / Australia / New Zealand: DHL Express or UPS EU (no express variant in most cases)
−- Canada: Purolator (standard) + Purolator Express / DHL Express CA (express)
−- USA: UPS / USPS / FedEx (standard) + UPS Express / FedEx (express)
−- Sweden: Postnord SE / Instabox — no express needed (free is fast)
−- Finland: Posti (standard) + DHL or UPS (express where available)
−- Denmark: PostNord MyPack DK / Instabox (standard) + DHL or UPS (express)
−- Estonia / Latvia / Lithuania: DHL via Smartposti (standard)
−- Most EU + UK: DHL Parcel / UPS EU (standard) + DHL Express EU / UPS EU (express)
−- France: DPD / Colissimo / Chronopost (standard) + DHL Express EU (express)
−
−**Courier substitution**
−
−Sometimes an order ships with a different courier than selected (e.g. UPS → USPS in the US). If the customer paid for a premium service and got a standard substitute, that's a separate scenario worth a shipping-fee refund — don't try to handle the refund here, escalate.
−
−**Country-specific gotcha: DHL vs DHL Express**
−
−DHL Parcel and DHL Express are different services, can't substitute for each other. Important when reading tracking or directing to drop-off — don't conflate them.
−
−**How to handle the conversation**
−
−1. "How long will my order take to [country]?" → suggest entering postcode at checkout for accurate estimate. Quote courier name from the per-country list.
−2. "Do you have express?" → confirm if available, mention extra cost. Note markets without express.
−3. "What courier delivers in [country]?" → consult the per-country list, give courier name.
−4. "When will my order arrive?" → if order is placed and you have it via the order lookup tool, share the actual ship status. If pre-purchase, suggest checkout estimate.
−5. "Can I change the courier after I order?" → no, courier is set at checkout / based on address. Some delivery changes possible after shipping (e.g. redirect to pickup point) — escalate or direct to courier self-service.
−6. Customer paid for express but got a standard courier → don't run the refund flow here, escalate so an agent can verify and issue the shipping-fee refund.
−
−**Escalate to a human agent when:**
−- Customer's country isn't in the per-country list
−- Customer paid for express and the courier isn't actually express — possible substitution case for shipping-fee refund
+This skill answers questions about shipping times, couriers, and options before or during purchase.
+
+**The most accurate source**
+
+Tell the customer to enter their delivery postcode at checkout — the system shows real-time shipping estimates based on their exact location. Some countries are nationwide-uniform; others vary by postcode/region.
+
+**Standard vs Express**
+
+In most countries:
+- **Standard Shipping** — no extra cost (free), delivery times vary
+- **Express Shipping** — faster, additional fee
+
+**Express not available in some markets**
+
+Australia, Japan, New Zealand, Sweden — express isn't offered (or not needed in Sweden, where free is fast). For other markets, available at checkout for an additional fee.
+
+**Couriers by country**
+
+- Norway: Helthjem (standard + express)
+- Switzerland: DHL Express EU (used as standard delivery)
+- UK: UPS EU (standard + express)
+- Japan / Australia / New Zealand: DHL Express or UPS EU (no express variant in most cases)
+- Canada: Purolator (standard) + Purolator Express / DHL Express CA (express)
+- USA: UPS / USPS / UPS Express
+- Sweden: Postnord SE / — no express needed (free is fast)
+- Finland: Posti (standard) + DHL or UPS (express where available)
+- Denmark: PostNord MyPack DK / + DHL or UPS (express)
+- Estonia / Latvia / Lithuania: DHL via Smartposti (standard)
+- Most EU + UK: DHL Parcel / UPS EU (standard) + DHL Express EU / UPS EU (express)
+- France: DPD / Colissimo / Chronopost (standard) + DHL Express EU (express)
+
+**Courier substitution**
+
+Sometimes an order ships with a different courier than selected (e.g. UPS → USPS in the US). If the customer paid for a premium service and got a standard substitute, that's a separate scenario worth a shipping-fee refund — don't try to handle the refund here, escalate.
+
+**Country-specific gotcha: DHL vs DHL Express**
+
+DHL Parcel and DHL Express are different services, can't substitute for each other. Important when reading tracking or directing to drop-off — don't conflate them.
+
+**How to handle the conversation**
+
+1. "How long will my order take to [country]?" → suggest entering postcode at checkout for accurate estimate. Quote courier name from the per-country list.
+2. "Do you have express?" → confirm if available, mention extra cost. Note markets without express.
+3. "What courier delivers in [country]?" → consult the per-country list, give courier name.
+4. "When will my order arrive?" → if order is placed and you have it via the order lookup tool, share the actual ship status. If pre-purchase, suggest checkout estimate.
+5. "Can I change the courier after I order?" → no, courier is set at checkout / based on address. Some delivery changes possible after shipping (e.g. redirect to pickup point) — escalate or direct to courier self-service.
+6. Customer paid for express but got a standard courier → don't run the refund flow here, escalate so an agent can verify and issue the shipping-fee refund.
+
+**Escalate to a human agent when:**
+- Customer's country isn't in the per-country list
+- Customer paid for express and the courier isn't actually express — possible substitution case for shipping-fee refund
- Customer has time-sensitive delivery need and needs personalised guidance
Guardrails unchanged
(no changes)