Direct answer
A waybill number identifies the consignment. A tracking number is what you type into a website to see where it is. On most South African couriers they are the same number, which is why the terms get used interchangeably. On some they differ, and that difference is the reason a perfectly valid number sometimes returns nothing at all. Verified 18 August 2026.
What each number is for
| Waybill number | Tracking number | |
|---|---|---|
| Purpose | Identifies the consignment as a contract of carriage | Looks up progress on the courier’s system |
| Issued by | The courier, when the parcel is booked | The courier, usually the same value |
| Where you find it | The label, and your order confirmation | Your order confirmation or the retailer’s order page |
| Used for | Claims, queries and proof of the shipment | Checking the last scan |
Use the waybill number when you lodge a claim or make a formal query, because it is the reference the courier’s records are built around. Use whichever number your confirmation labels as the tracking reference when you simply want to see progress.
Why a valid number returns nothing
- The label was created but the parcel has not been collected. The number exists in the retailer’s system and not yet in the courier’s. This is the most common cause and it is a question for the retailer.
- You are using the retailer’s order number rather than the courier’s reference. They are different things and only one works on the courier’s site.
- You are on the wrong courier’s site. A number is only recognised by the company that issued it.
- Characters were mistyped or omitted. Many references include letters and a prefix that must be entered exactly.
- The system has not caught up. A number can take some hours to become searchable after booking.
Which number to quote, and to whom
- To the courier: the waybill number, since that is what identifies the consignment in their system.
- To the retailer: your order number first, and the waybill number as supporting detail.
- To your bank, in a dispute: both, along with the order confirmation showing what was promised.
- In a claim: the waybill number, because claims are made against the consignment.
Verified tracking routes
| Courier | Phone | Other routes |
|---|---|---|
| PAXI | 086 000 7294 | Online tracking and WhatsApp on +27 21 010 1574 |
| PostNet | 0860 767 8638 | Online tracking |
| RAM | 0861 726 726 | Online tracking and WhatsApp on 082 372 6726 |
For any other courier, use the domain named on your waybill, typed in yourself rather than reached through a search result.
What to prepare
- The waybill number exactly as printed, including letters and any prefix.
- Your order number and the retailer’s name.
- The courier’s name as it appears on your confirmation.
- The date the order shipped, and the last scan if there is one.
A note on safety
Tracking numbers appear in fraudulent delivery messages precisely because they look authoritative and nobody memorises them. A number quoted in a message means nothing on its own. Compare it against your own order confirmation, and track by typing the courier’s address rather than tapping a link.
Related contact pages
- Parcel Tracking Contact Number South Africa: what a tracking status actually means.
- Courier Contact Details South Africa: verified courier routes and who to approach.
- Fake Courier SMS South Africa: checking a delivery message against your order.
Frequently asked questions
Are the waybill and tracking number the same?
On most South African couriers, yes, which is why the terms are used interchangeably. Where they differ, your order confirmation will label which is which, and only the courier’s own reference will work on its tracking page.
My tracking number is not recognised. What now?
Check you are on the right courier’s site and that you have entered every character including letters. If it still returns nothing, the parcel has probably not been handed over yet, which makes it the retailer’s question rather than the courier’s.
Which number do I use for a claim?
The waybill number, because a claim is made against the consignment. Quote your order number alongside it so the retailer can match the claim to your purchase.
Last verified 18 August 2026 against paxi.co.za, postnet.co.za and ram.co.za.