Missing parcel help

TRAX Parcel Not Received: How to Track Down a Missing Order

A late or missing TRAX parcel is stressful, but most turn up once you know where to look. Go through these checks before you file a complaint.

First, See What the Last Scan Says

Still at booking: the seller may not have given the parcel to TRAX yet. Message the seller.
In transit for a long time: the parcel is moving between hubs. TRAX does not deliver on Sundays, so a weekend adds a day or two.
Failed attempt or pending: the rider could not reach you. Call TRAX quickly so it is not sent back.
Returned: the parcel is going back to the seller, who has to book it again.

Also check that you typed the tracking number exactly as it appears on the SMS or receipt. A wrong character can look like a lost parcel.

Shown as Delivered, but It Never Reached You

Ask anyone who could have taken it: people at home, a neighbour, your office reception or the guard at the gate. If you still cannot find it, report it to TRAX. Its customer support team looks into disputed deliveries through the helpline (021) 111-118-729 and by email at info@slgtrax.com.

Have ready your tracking number, the date and time on the delivered scan, your full address and the phone number the rider should have called.

Why You Should Tell the Seller Too

When you buy online, the seller booked the parcel with TRAX, so the seller is the one who can ask TRAX to investigate from their account and who decides on a refund or a replacement. Send the seller your order number, the tracking number and a screenshot of the tracking page on the same day you call TRAX.

If Nothing Is Sorted Out

Keep every complaint number and the names of the people you speak to. Then follow the steps in our TRAX complaint guide to take it further.