A parcel marked delivered that you never received is a specific problem with a specific first step: get the proof of delivery. It very often locates the parcel immediately.
ContactDetails.co.za is an independent directory. We are not a courier or a retailer and cannot trace or release a parcel. Everything on this page is a routing aid.
Who actually handles this
The courier, for the proof of delivery, and the retailer as well if you bought online. The proof of delivery records who signed, when, and frequently where, and that document is the whole starting point.
What to do, in order
- Ask the courier for the proof of delivery, including the signature, the name captured and the GPS or address recorded.
- Check with neighbours, security, reception or the complex gatehouse. Parcels are very commonly signed for by someone else at the address.
- Check whether it was left in a designated safe place, if you or the retailer authorised one.
- Report it in writing to the courier the same day, and to the retailer if you bought online.
- If the proof of delivery shows a different address or an unknown signature, say so explicitly. That converts a query into a claim.
- Get a claim reference and keep every message.
What to have ready
- The waybill or tracking number.
- The order number and retailer.
- The exact delivery address, including unit, complex and gate details.
- Who else could have accepted it, and whether a safe place was authorised.
- The date and time tracking says it was delivered.
Verified courier customer care routes
Every route in this table was taken from the company’s own official contact page and checked on 21 August 2026. Contact details change, so confirm on the official site before relying on one for anything urgent.
| What it is for | Contact |
|---|---|
| The Courier Guy customer support | 086 120 3203 |
| The Courier Guy WhatsApp | 064 848 1531 |
| RAM customer care | 0861 726 726 |
| RAM parcel tracking | 010 494 8223 |
| DHL customer service (shipment queries) | 0860 345 000 |
| DHL customs support | +27 11 923 0398 |
| PostNet call centre | 0860 767 8638 |
| PAXI customer enquiries | 086 000 7294 |
| CourierIT | +27 11 552 1000 |
| DSV national contact centre | +27 31 310 6000 |
Who owns the problem: retailer, courier or you
- If you bought online, the retailer is your contract. It chose the courier and it owes you delivery of what you paid for, in the condition you paid for. Whether its courier failed is a matter between them. Say this plainly and in writing when a retailer tries to hand you to the courier.
- The courier physically holds the parcel and is the only party that can trace it, produce a proof of delivery, or redirect it. It works from the waybill number and generally caps its liability unless extra cover was bought.
- If you shipped it yourself, you are the courier’s customer and the claim is yours to make.
- The Consumer Goods and Services Ombud takes unresolved consumer complaints free of charge, once the supplier’s own process has been used.
The waybill number traces the parcel; the order number traces the purchase. Having both, and knowing which party you are actually dealing with, resolves most courier problems faster than any phone number does.
Common mistakes that cost time
- Not asking for the proof of delivery. It is the single most useful document and couriers hold it.
- Waiting several days before reporting. Same-day reporting is what makes this claim straightforward.
- Only chasing the courier on an online order, when the retailer owes you the goods.
- Assuming a signature means you received it. Ask whose signature it is.
If you bought online, your contract is with the retailer, not the courier. The retailer chose the carrier and owes you delivery of what you paid for. Whether its courier lost, delayed or misdelivered the parcel is a matter between them, not something you have to resolve.
If it is not resolved
The Consumer Goods and Services Ombud takes unresolved consumer complaints against participating suppliers, free of charge to the consumer. It expects the supplier’s own complaints process to have been used first and will ask for its reference number, so get one and keep it.
| What it is for | Contact |
|---|---|
| Consumer Goods and Services Ombud call centre | 0860 000 272 |
| CGSO WhatsApp | 081 335 3005 |
| CGSO general email | [email protected] |
Related contact pages
- Transport and courier contact pages
- Parcel Shows Delivered But Not Received
- Transport
- Courier Complaints Contact Details
- Verify Contact Details South Africa
- Lost Parcel Claim Contact Details
- How to verify a contact number before you use it
Frequently asked questions
What is a proof of delivery?
The courier’s record of the delivery: who signed for it, when, and often where. Ask for it by name; couriers keep it and will produce it.
The signature is not mine. What now?
Say so in writing immediately. A delivery signed by an unknown person at an address you did not authorise is a failed delivery, and the claim proceeds from there.
Can the retailer refuse to help?
It owes you delivery of what you paid for. Point to that, in writing, and keep the correspondence.
Contact routes on this page were checked against each company’s official source on 21 August 2026.