Transport · Claims & disputes
Lost Parcel Claim Contact Details
All Transport contactsIf it is not resolved
A lost parcel claim is made against the courier with the waybill number, and against the retailer as well if you bought online. Both routes matter, and they are not the same claim.
ContactDetails.co.za is an independent directory. We are not any of the companies listed here and cannot act on your behalf. Everything on this page is a routing aid so you reach the right official channel with the right information in hand.
Who actually handles this
The courier for the loss itself, and the retailer for the order, if you bought online. The retailer’s obligation is to deliver what you paid for; whether its courier lost it is a matter between them, not something you have to resolve.
What to do, in order
- Check the tracking history first. A parcel marked delivered but not received is a different claim from one that stopped moving.
- Report the loss to the courier in writing with the waybill number, and ask for a claim reference.
- Tell the retailer at the same time if you bought online, and ask it to resolve the order.
- Ask what the courier’s liability limit is. Most limit compensation unless additional cover was bought.
- Keep every reference and follow one thread rather than opening new ones.
What to have ready before you make contact
- The waybill or tracking number.
- The order number and retailer.
- The declared value of the contents, and proof of it where you have it.
- The full delivery address as given to the courier.
- A short written history of each contact.
Verified courier customer care routes
Every route in this table was taken from the organisation’s own official contact page and checked on 21 September 2026. The Courier Guy, RAM and DHL do not publish a number we could confirm, so use the contact page on thecourierguy.co.za, ram.co.za or dhl.com rather than a number from a search result. Contact details change, so confirm on the official site before relying on one for anything urgent.
| What it is for | Contact |
|---|---|
| PostNet call centre | 0860 767 8638 |
| PAXI customer enquiries | 086 000 7294 |
Who owns what when something goes wrong with a delivery or a journey
- The retailer, if you bought online, is who your contract is with. It owes you the goods, in the condition you paid for, at the address you gave. Which courier it chose is its arrangement, not your problem.
- The courier physically carries the parcel and is the party that can trace it. It works from the waybill number and generally caps its liability unless extra cover was bought.
- The operator, for a journey, runs the service and holds the booking, unless you booked through an agent, in which case the agent holds it and is usually the only party that can change it.
- A consumer body such as the Consumer Goods and Services Ombud takes unresolved consumer complaints, free of charge, once the supplier’s own process has been exhausted.
The most common dead end is being sent back and forth between a retailer and a courier. If you bought online, say plainly and in writing that your contract is with the retailer and that delivery is its obligation.
Common mistakes that cost time
- Not asking for the proof of delivery. It shows who signed and where, and it often locates the parcel immediately.
- Assuming the full value is recoverable. Couriers cap liability unless extra cover was bought.
- Chasing only the courier on an online order, when the retailer is the party that owes you the goods.
- Waiting weeks before reporting. Claim windows are limited and evidence gets harder to obtain.
If it is not resolved
The Consumer Goods and Services Ombud handles unresolved consumer complaints against participating suppliers, free of charge to the consumer. It also expects you to have gone through the supplier’s own complaints process first.
Escalation works on evidence. Keep a short written log of every contact: the date, the channel you used, the name of the person you spoke to and the reference number you were given. Every formal complaints process asks for exactly that history, and having it ready is usually the difference between a fast resolution and starting over.
| What it is for | Contact |
|---|---|
| CGSO consumer complaints call centre | 0860 000 272 |
| CGSO WhatsApp | 081 335 3005 |
| CGSO general email | info@cgso.org.za |
Frequently asked questions
Tracking says delivered but I did not receive it.
Ask the courier for the proof of delivery, including who signed and where. That document is the starting point of the claim, and it often shows the parcel went to a neighbour or a wrong address.
How much can I claim?
Couriers generally cap liability unless you bought additional cover when shipping. Ask what the limit is before assuming the full value is recoverable.
Who is responsible if I bought online?
The retailer, for delivering what you paid for. It chose the courier and its arrangement with that courier is not your problem.
The contact routes on this page were checked against each organisation’s official source on 21 August 2026. Where a detail has changed, the official source is always the authority.