Start your claims query with the right details
Use the enquiry form on our contact page to log the issue and give us as much detail as you can. With the full booking information, our Midrand team can trace the consignment and speak to the right driver, dispatcher or hub contact.
Please include the collection area, delivery area, date, time window, sender name, receiver name and the type of item. If the job moved through Johannesburg, Sandton, Randburg, Pretoria, East Rand, Durban or Cape Town, add that too. For same-day runs, time matters because traffic, security access and loading bays can shift the schedule by the hour.
- Booking reference or order number
- Collection and delivery addresses
- Names of the sender and recipient
- Any special instructions, such as reception handover or security sign-in
What counts as a delivery concern
A claims query can cover several situations. Sometimes a parcel is delayed because of road congestion in Gauteng, a missed building access slot in Sandton, or a late handover at a metro hub. Other times a document was signed for by the wrong person, the receiver says nothing arrived, or the outer packaging was damaged in transit.
We also assist where a scheduled route was interrupted, a return was not logged correctly, or proof reporting is needed to confirm where the item was last scanned. If you are sending tender submissions, legal papers or internal mail runs, tell us the item type in your first message because handling notes may affect the investigation.
- Late arrival or missed ETA
- Damaged packaging or damaged contents
- Missing proof of delivery
- Wrong recipient, wrong address or incomplete handover
How our support team investigates the query
Once your query is logged, our support team checks the collection record, route notes, dispatcher updates and proof reporting. If the load passed through a hub in Midrand or on a metro run to Durban or Cape Town, we follow the handover trail step by step. That means checking who signed, when the item changed hands and whether the recipient details matched the booking.
We may also speak to the operations manager, the regional hub supervisor or the fleet coordinator depending on the route and time of day. In load-shedding periods we double-check dispatch logs and timing records, since power cuts can affect gate access, scanner use and reception processes. We keep the feedback practical and direct, not confusing.
What helps us resolve a query
Small details can make a big difference. A clear photo of the packaging, a copy of the delivery note or a note from the receiver often shortens the process. If the issue involves a returned item, tell us whether the return was refused, delayed or redirected, because each one is handled differently.
For regular clients with account management or multi-branch support, we can compare the claim against the scheduled route list and recurring collection pattern. That is useful for businesses running daily collections between branches or sending internal mail runs across Johannesburg and Pretoria. Please send one query per consignment so the file stays clean.
- Photos of outer packaging or seals
- Receiver comments or sign-off notes
- Any building access or security restrictions
- Relevant dates and times, even if approximate
If the item was damaged or marked missing
Where a parcel or document appears damaged, keep all packaging and do not discard inserts, labels or tape. If the item is marked missing, check with reception, security, mailrooms and any shared offices first. In busy commercial buildings in Midrand, Sandton and Randburg, items can be held at a guard house or front counter after hours.
For coastal routes into Durban or Cape Town, humidity can affect paper, envelopes and light cartons, so packaging condition matters. We will note the state of the item on arrival, compare it with the booking and advise whether the claim can proceed. Where we need more information, we will tell you exactly what to send.
Claims Process And Next Steps
Most claims queries are handled during business hours, with urgent delivery concerns prioritised according to the route and item type. Courier work moves quickly, so include the booking reference and delivery details to help us trace the item on the route.
After review, we will confirm what we found, whether the issue was caused by a delay, a handover error or an external access problem, and what action comes next. If a formal record is required for your accounts team or operations file, we can prepare the support notes needed. Our aim is to keep the process clear and to the point, with no wasted time.
