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Despatch - Frequently asked questions

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- Despatch - Frequently asked questions

Administration Contacts

JCQ Documentation

Despatch - Frequently asked questions

Please see drop down lists below regarding frequently asked questions concerning assessment material deliveries. For all other assessment material deliveries queries please contact despatchqueries@wjec.co.uk. Please include your centre number in all correspondence.

Delivery queries
Stationery queries
Modified assessment papers
Certificates

{"accordionId":"7f18752d","accordionHeading":"Frequent asked questions:","accordionItems":[{"accordionTitle":"I have received a package intended for another centre ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Please email <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a> as soon as possible. We can potentially arrange for a courier to collect items. We will ask you the following: \n<ul>\n<li>What is your centre number </li>\n<li>What is the name and centre number of the other centre (5-digit number on the yellow address label) </li>\n<li>Are the items unpacked or still in the outer box? </li>\n<li>Are the items being stored securely? </li>\n</ul>"},{"accordionTitle":"I have received a damaged package ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"If you receive a damaged package, please email as much detail as possible to <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>. Please include photos of the damage where possible. For question paper deliveries, please include the following information: \n<ul>\n<li>Are all items on the enclosed checklist accounted for or is anything is missing? </li>\n<li>Is there damage to the outer packaging only? </li>\n<li>Is there minor damage to the inner assessment materials security bag? </li>\n<li>Is there substantial damage to the inner assessment materials security bag, and the contents of the question paper can be seen? </li>\n</ul>"},{"accordionTitle":"Delivery scheduled late (out of centre hours) ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"The security of our assessment materials is very important to us. Couriers are aware that the items we send must be delivered to the main reception within centre hours. \nDrivers are able to overwrite the automated scheduled delivery and deliver items within centre open hours. If items cannot be delivered earlier, they will store the items securely and deliver items to you the next day, within centre hours. \nIf items are delivered incorrectly, please keep us updated by emailing <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a> (quoting your centre name and number). "},{"accordionTitle":"Missing or late deliveries ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Sometimes when there are multiple boxes despatched to you, they may be delivered at different times. Pending deliveries can be seen by looking up the tracking information as detailed on the Packing Note Pre Advice email attachment. If you still have concerns, please let us know as soon as possible by contacting <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>. \nIf you have a missing package, but tracking is showing as ‘delivered’, please let us know as soon as possible by contacting <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>. We can track packages by obtaining a precise GPS location of where the parcel was scanned as delivered. We will also start a missing package investigation. "},{"accordionTitle":"How do I track deliveries? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"We will send you a Packing Note Pre Advice email from <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>. The email is sent the evening that the items leave our warehouse. The attachment in the email details the contents of the parcel(s) and tracking details. You will also receive a courier email with further tracking details on the day of delivery.  "},{"accordionTitle":"When are assessment materials due to be sent? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Assessment materials despatches are split by examination week dates and will arrive at least one week before the examination. Despatch dates are provisionally scheduled for:  \nSummer week 1, examination timetable range: 5th May- 15th May = W/C 17/04/26 \nSummer week 2, examination timetable range: 18th May – 22nd May = W/C 01/05/26 \nSummer week 3, examination timetable range: 1st June – 5th June = W/C 15/05/26 \nSummer week 4, examination timetable range: 8th June – 12h June = W/C 29/05/26 \nSummer week 5, examination timetable range: 15th June – 19th June = W/C 08/06/26 "},{"accordionTitle":"My entries have changed ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"If you update your entries, any increases to your assessment material quantities will be despatched accordingly. If changes occur less than a week before the examination, please contact <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a> as we need to ensure there is enough time to process the request and send you any additional materials as required. Please note if we are unable to send you materials, it may be possible to download instead. Please see Portal for further information about ‘Download on the Day’ (home>administration>examinations). \nPlease also note if you reduce or delete entries you may still receive assessment materials (if the order has already been processed). If this is the case, please keep unwanted materials in your secure stores until after the examination series has closed, then dispose of securely. "},{"accordionTitle":"I have missing or additional items ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"The security of our assessment materials is very important to us. Packing errors are extremely rare due to our rigorous quality control processes. Each item is individually barcode-scanned into the package, and the order cannot be completed unless the correct examination papers are scanned in the correct quantities. \nFor missing item queries, common issues encountered by centres include: \n<ul>\n<li>Miscounts caused by similar assessment material titles or codes. </li>\n<li>Smaller packets being concealed behind larger ones. </li>\n</ul>\n\nIf you are confident that all assessment materials have been thoroughly checked and correctly counted, please email <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>.   \nWe will ask you to confirm that upon arrival the outer package was sealed and intact, with no signs of tampering. We will then initiate a missing paper investigation. "},{"accordionTitle":"Who do I notify that my centre will be closed during term time? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"We do not despatch assessment materials around known school holidays. Please see the ‘When are assessment materials due to be sent?’ section above for information about planned despatch dates. If your centre is closed during planned despatch dates, please contact <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a>. Please note, couriers know not to leave items unattended and we monitor a report of items not delivered as expected. "}]}

{"accordionId":"c9a6f874","accordionHeading":"Frequent asked questions:","accordionItems":[{"accordionTitle":"When will I receive answer booklets and script return bags? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"16-page answer booklets, 4-page continuation booklets and script envelopes for summer examinations are sent throughout January-February based on centre preliminary entries. A top up despatch (if needed) is despatched in March, based on final entries.  \nAnswer booklets and script envelopes for Autumn and Winter examinations are sent along with the assessment materials. "},{"accordionTitle":"What should I do if I have too much stationery stock? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"You can tell us your stationery stocks via a tab on Portal (Menu > Centre Administration > Stationary Requirements). This page opens when the preliminary window opens and closes when preliminary entries close. You can tell us not to send you any at all, or the quantity of stock you currently hold so we can adjust how much we send.  \nIf outside of this window, please email <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk </a>and adjustments can be carried out. Please note work is started on this far in advance so may not be able to adjust an order that is already processed and packed. "},{"accordionTitle":"What should I do if I don’t have enough stationery?","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Answer booklets and script envelopes for Autumn and Winter examinations are sent along with the assessment materials.  \nFor summer examinations, we sent the 16-page answer booklets, 4-page continuation booklets, and script envelopes throughout January-February based on your preliminary entries. We will then send you a top up despatch (if needed) in March based on your final entries.  \nPlease note- not all assessment materials need 16-page answer booklets. Our systems accurately calculates how many answer booklets you need depending on the type of examination (if it is a constrained paper where students write on the paper itself, or unconstrained where they need a 16-page answer booklet). We will always send some spares.  \nPlease see the ‘examination requirements’ booklet on portal for further information (home> administration> examinations).  \nIf you are concerned you still do not have enough stationery, please email <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a> and we can check your entries against what we have sent you. \nPlease note that answer booklets must not be used for mock examinations. "},{"accordionTitle":"How do I know if I have enough stationery? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Our systems automatically calculates how much stationery you need based on your preliminary entries and final entries. For summer examinations, we sent the 16-page answer booklets, 4-page continuation booklets, and script envelopes throughout January-February based on your preliminary entries. We will then send you a top up despatch (if needed) in March based on your final entries.  Answer booklets for Autumn and Winter examinations are sent along with the assessment materials.  \nNot all assessment materials need 16-page answer booklets. The system accurately calculates how many answer booklets you need depending on the type of examination (if it is a constrained paper where students write on the paper itself, or unconstrained where they need a 16-page answer booklet). We will always send some spares.  \nPlease see the ‘examination requirements’ booklet on portal for further information (home> administration> examinations).  \nIf you are concerned you do not have enough stationery, please email <a href=\"mailto:despatchqueries@wjec.co.uk\">despatchqueries@wjec.co.uk</a> and we can check your entries against what we have sent you. "},{"accordionTitle":"When will I receive attendance registers and script return labels? ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Summer series – Late April \nAutumn series – Late October \nWinter series – Mid December "},{"accordionTitle":"We have made entries for assessments and have not yet received attendance registers and script return labels  ","accordionTitleSecondary":null,"accordionImage":"","accordionContent":"Please check your entries in Portal to ensure you have made entries for the assessments. For issues with entries please contact: <a href=\"mailto:Entries@wjec.co.uk\">Entries@wjec.co.uk </a>\nPlease also check when your entries were made.  If they were made by the entries deadline and information has not been received in the despatch month stated, you can report missing attendance registers and script return labels and request reprints directly with the Series Delivery teams: \n<ul>\n<li>AS/A-Level- <a href=\"mailto:gce@wjec.co.uk\">gce@wjec.co.uk  </a></li>\n<li>GCSE- <a href=\"mailto:gcse@wjec.co.uk\">gcse@wjec.co.uk </a></li>\n<li>VQ - Pathways/Vocational/ On Demand qualifications- <a href=\"mailto:pathways@wjec.co.uk\">pathways@wjec.co.uk</a>   </li>\n<li>Skills - WBQ/Project- <a href=\"mailto:wbq@wjec.co.uk\">wbq@wjec.co.uk</a> </li>\n</ul>\n\nIf your centre has made late entries recently then you must download all stationery.  Attendance registers can be downloaded from Portal (Menu > Centre Administration > Attendance Registers). \nThe examiner address is listed on the attendance register for despatch of question papers.   "}]}

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