Use this guide when you need an update on an existing Post Express shipment or something has gone wrong. Start with the tracking number, the last recorded event and the delivery point agreed in your booking. Then choose the situation below. For help from a person, open the Post Express chat in the bottom-right corner of the website. Include the booking or tracking reference and say what you need checked. If the issue concerns damage, shortage or loss, also check who must receive formal written notice and how soon.

• Track Shipment
• Delays and missing updates
• Delivery and collection problems
• Damage, shortage and loss
• Claims and refunds

1. Find the right shipment record

Enter the complete number on Track Shipment. Copy it from the booking confirmation or shipping label and check for extra spaces or a missing prefix. If a supplier gave you a purchase order or auction lot number, it may refer to the purchase rather than the transport. Ask for the shipping reference. For freight, there may also be a carrier reference, house bill, container number or air waybill. Keep those numbers available if the operator needs to match different stages of the journey.

If your booking contains several boxes, pallets or vehicles, check whether each piece has a separate number. A single booking can produce more than one tracking record, especially when a pickup provider and final delivery provider use different systems. Identify the piece you are asking about. A clear message would say that carton two of three is missing, give the label number if known, and state which cartons were received. Treat the result link and tracking number as private and share them only with people involved in the shipment.

2. Understand what tracking can show

Tracking shows events recorded for the shipment. A booking or label event may appear before physical collection. A warehouse receipt can mean the cargo arrived at a facility and is waiting for consolidation or a scheduled departure. An in-transit event indicates movement or processing within the transport network. It may not identify the cargo's live location. A delivery scan records the carrier's reported handoff and may need to be checked against the agreed delivery location and proof of delivery.

Compare the latest event with the next milestone in the booking. If the quote states arrival at a port, that date is different from delivery to your home or business. Clearance, release, deconsolidation and a delivery appointment may follow the port arrival. If a status is unclear, ask which stage the cargo is in, what must happen next and whether the current estimate refers to the terminal or final address. This gives the operator a specific question to check with the relevant provider.

3. Tracking has stopped updating or delivery is late

Record the date, location and wording of the last event. Check the latest written estimate and whether it has passed. A gap between scans can occur on an ocean leg, during a transfer, or while cargo is awaiting handling or clearance. If the estimate has passed, or an earlier event suggests a missed handoff, contact support with the reference and ask for the last confirmed physical location, the next scheduled movement and any action needed from you.

For a time-sensitive shipment, explain the actual deadline and why it matters. A consignee may need to arrange an unloading appointment, an auction may have a collection cutoff, or perishable goods may have a limited handling window. Give the date and local time rather than saying only that it is urgent. Ask whether an alternative service or revised appointment is available and what it costs before accepting it. Keep the revised estimate with the booking so everyone works from the same information.

If an operator opens a trace, ask for its reference and when to follow up. Keep screenshots of meaningful tracking changes and note the dates of messages. An active trace does not establish that the cargo is lost and may run alongside formal notice requirements. Ask about those requirements as soon as a loss, delay or damage claim becomes possible.

4. Cargo is held by customs or awaiting documents

Ask who is holding the shipment and why. A tracking message about customs can refer to documents under review, a request for additional information, an inspection, or a payment or release step. Ask the broker or operator for the case reference, the exact document or action requested, the deadline and the approved way to respond. Clarify whether the sender, consignee or broker must supply it.

Common documents to have available include the commercial invoice, packing list and transport document. Depending on the shipment, the authority or broker may ask for proof of value, origin information, an import authorization, a vehicle ownership document or a corrected item description. Compare any requested correction with the original booking. If quantities, values or goods differ, ask the issuer to correct the record rather than editing someone else's document. Use the agreed secure channel for identity or financial records.

If duties or taxes are due, verify who is requesting payment and how the amount relates to your shipment. Ask which party is responsible under the booking and keep the assessment and receipt. Check when any storage charge could begin while clearance is pending. Once the issue is resolved, ask whether the cargo has been released and which step comes next. Shipping Documents & Restrictions.

5. A delivery attempt failed or an appointment is needed

Check the recorded reason for the missed delivery. The carrier may have been unable to contact the recipient, reach the address or unload the shipment. Confirm the address, postal code, unit number, access hours and any entry or appointment instructions. For freight, tell the operator whether there is a dock, forklift or other unloading equipment, and whether a large vehicle can enter. For a residence or restricted site, ask whether the agreed delivery service includes the equipment or handling the address requires.

Ask where the cargo is being held, how long it can remain there, and whether redelivery or collection is available. Confirm any extra charges and the new appointment before making arrangements. If you plan to collect from a terminal, ask which reference, identification and authorization are required, who can collect on your behalf, and whether payment or release approval must be completed first. Verify the operating hours and arrival instructions before traveling.

6. Tracking says delivered but you cannot locate the shipment

Check the exact delivery point in the booking. A terminal shipment may be marked delivered at a warehouse or collection point. A door delivery may have been accepted at a receiving desk, loading bay, mailroom or another agreed location. Check with the people authorized to receive it and compare the delivery time and address with your records. Avoid assuming the shipment was delivered to a neighbor or another location unless there is evidence.

Ask support to check the proof of delivery, including the recorded time, location and recipient or handoff details where available. Tell the operator which people or locations you have checked. If the document shows a location different from the agreed address, state the discrepancy clearly. For a multi-piece delivery, ask whether the proof of delivery records the same number of pieces you received. Preserve any confirmation message and relevant photographs, and ask about notice requirements if the carrier cannot account for the cargo.

7. Change a delivery address, consignee or pickup instruction

Contact support with the booking reference and the exact change requested. Say whether the shipment has been collected, cleared or placed on a vehicle for delivery. A correction to a unit number can be different from changing the destination city or the legal consignee. Some changes require approval from the sender, a carrier or a broker, or a revision to documents already submitted. Ask whether the change is still possible and who must authorize it.

Use the agreed channel for a private address or authorization documents. Do not treat the chat request as confirmation that the carrier has changed its instructions. Ask for the outcome in writing, including any revised charges, timing and delivery point. If a change cannot be made, ask what other options are available, such as terminal collection, return or a new booking.

8. Damage or a broken seal at delivery

Where practical, inspect the shipment and packaging before completing the handoff. Record visible damage, wet packaging, a broken seal or a missing package on the delivery record. Describe what you actually saw. For example, note that a corner of a crate is crushed or that a carton is wet. Ask for a copy of the signed receipt. If you cannot inspect the contents at handoff, record the external condition and document any concealed damage as soon as you discover it.

Photograph the package label, outside surfaces, internal packing and affected goods. Take both wide images that show the whole item and close images that show the damage. For vehicles, record the VIN and compare the condition with pickup photos or an auction inspection report. If a seal is involved, record the container and seal numbers when available and retain any carrier notice about a discrepancy. For temperature-sensitive goods, save the temperature records and handling instructions.

Keep the goods and packaging available for inspection where safe. Ask the carrier or insurer before repairing, discarding or returning the goods. If there is a safety issue, follow appropriate handling instructions and document what was done. Contact support promptly and ask who must receive written notice. The time to report concealed damage may differ from the time for bringing a claim or action. Cargo Insurance, Claims & Refunds.

9. Part of a shipment is missing

Count the packages against the packing list and transport document. Identify the missing package marks, pallet numbers or item lines. If the outer packaging arrived but some contents are missing, record its condition and whether it appeared opened, damaged or resealed. Photograph the package and preserve the label. Ask the receiving team whether any other items from the booking arrived on a separate appointment or under a second tracking number.

Tell support the number expected, the number received and which items are missing. Include the delivery record, packing list and an itemized proof of value if available. Ask whether the carrier has a record of a split delivery or needs to trace the missing piece. Keep the case reference and ask whether you should send formal notice while the trace is open. A trace and a claim serve different purposes and may have different deadlines.

10. The entire shipment may be lost

Start by establishing the last confirmed handoff and the expected delivery point. Gather the booking, tracking history, carrier receipt and any delivery or terminal notice. If the shipment shows no collection scan, confirm with the sender whether the carrier physically collected it and whether there is a signed pickup record. If it was collected, identify the last facility or provider that recorded it. For an ocean shipment, record the bill of lading and container references if available. For parcels, keep each label number.

Ask support to identify the carrier responsible for the trace and the point at which a formal non-delivery claim can be submitted under the applicable rules. If you purchased insurance, notify the insurer as directed by the policy, even if the carrier is still investigating. Ask about the proof of loss, required evidence and the earliest deadline that applies. Keep separate references for the trace and the claim and note any written determination of loss.

11. Submit and follow a formal claim

Check the carrier's transport terms, the insurance certificate if you have one, and the rules that apply to the affected stage. Ask the operator who should receive a notice of damage, delay, shortage or loss, and where it should be submitted. An inquiry in chat can help identify the right channel. Some carriers and insurers require their own form, a written notice or additional proof. Keep a copy of what you submit and the date it was received.

A claim file can include a booking confirmation, proof of collection, transport document, delivery receipt, tracking history, packing list, invoice and photographs. Describe the event in order and identify the affected items. State the amount claimed and its currency, and include a repair estimate or proof of value where relevant. For a shortage, show the value of the missing items separately. For concealed damage, document when it was discovered and what was done to preserve the goods. An insurer may ask for a certificate, survey report or additional evidence.

Ask for acknowledgment, the case reference and the name of the party reviewing the claim. If more documents are requested, find out which ones are outstanding and when they are due. Keep copies of any settlement offer, rejection or request for inspection. If the carrier and insurer are both reviewing the same loss, tell each about related submissions or recoveries. For examples of transport deadlines and compensation limits, use the insurance and claims guide. Cargo Insurance, Claims & Refunds.

12. Ask about a cancellation or refund

For a cancellation, say whether cargo has been collected, whether a driver was dispatched and whether space or handling was already arranged. Provide the booking reference, invoice, payment receipt and the reason for the request. Ask whether the cancellation was accepted and whether any further action is needed at the pickup or delivery point. Request a written breakdown of services performed, charges incurred and the refundable balance, if any.

For an approved refund, confirm the amount, currency, payment method and expected processing date. If the payment is disputed because an extra charge appeared, identify the invoice line and explain what differs from the quote or written change approval. A refund of freight charges is handled separately from payment for damaged or missing goods. If both are relevant, keep the references for each. Terms of Service.

13. Returned, refused or unclaimed cargo

If the recipient refuses delivery or the cargo is unclaimed, ask where it is being held and why release did not occur. Reasons can include a missed collection window, a document issue, unpaid destination charges or an address problem. Ask what options are still available and by when you must choose. A return may require a new transport arrangement, customs paperwork and additional charges. Check the options and obtain the agreed instructions before telling a carrier to move the goods.

If you plan to accept delivery after an initial refusal, confirm that the goods are still available, whether an appointment is required and who can release them. If the refusal was because of visible damage, preserve the delivery record and follow the claim instructions promptly. Ask the operator to confirm any storage deadlines or charges while the next step is being arranged.

14. What to send in your first chat message

Give the booking or tracking number, your role in the shipment, and the specific issue. Include the last tracking event, expected delivery or collection point, and any deadline that affects the request. State the action you want the operator to check. If you have documents or photos, list what is available and ask how to send them. Leave unrelated payment, identity and contact details out of the first message.

For example, a receiver could write that the delivery receipt shows three cartons, only two were received, and the missing carton is marked C3 on the packing list. They could give the delivery date and ask whether the third carton is moving separately and how to report a shortage. A sender waiting for customs release could give the reference, quote the latest status and ask which document is missing and who needs to submit it.

15. Keep a clear record until the issue is closed

Save the original quote, booking confirmation and transport documents, then add tracking updates, receipts, photos and written decisions as the case progresses. Keep the dates and case references together so a new operator can understand the sequence without asking you to repeat the whole story. If the expected follow-up date passes, use the same reference and say what remains unresolved. Once a shipment is located, delivered, returned or settled, keep the final confirmation with the booking records.

For a new shipment, use the quote page. For an existing shipment, check the latest scan or open operator chat from this page. Request a quote · Track Shipment.

16. Resolve a problem at pickup or warehouse intake

If the pickup window has passed and the goods are still with the sender, confirm that the shipment is packed and available at the agreed address. Ask whether the driver was dispatched, whether the location was reached and whether the carrier recorded a failed attempt. Give the operator the pickup reference, access hours, loading requirements and any change in the ready date. If an auction, seller or warehouse will release cargo only to a named driver or carrier, verify that those instructions were provided before rescheduling.

If a warehouse received fewer pieces than expected, compare the pickup receipt with the warehouse intake record. Check whether any package was rejected, relabeled or received under another supplier reference. Give each piece's marks and dimensions to help identify it. If the warehouse finds damage or differences in weight or measurements, request the intake record and photos before approving repacking, revised charges or onward movement.

17. Check an unexpected payment or document request

If someone asks you to pay for release, insurance, storage or redelivery, use the official site to check the request with an operator. Give the booking reference and ask which organization issued the charge, which service it relates to, and whether a written invoice is available. If an authority or broker requests paperwork, verify the recipient and the agreed submission channel. Keep the original request and any written confirmation so a legitimate charge or document request can be followed up without relying on an unfamiliar link.

When a charge could delay release, ask when it becomes due and whether the cargo will stay at its current location while the issue is reviewed. Share the answer with the person authorized to make decisions for the booking.