Index
The driver hasn't picked up the package!
My package is missing/taking forever to be delivered!
What does "no rates available" mean?
"Destination: Suburb/City/Postcode is not valid"
Why is my printer no longer printing my GSS labels?
I created a label by mistake, how do I undo this or update the address?
Why are my Track & Trace emails not sending?
Why does it keep coming up with an error when I'm trying to send internationally?
FAQ
The driver hasn't picked up the package!
First, check if you successfully booked for a pickup. You can do this by clicking on the "Booking History" button on the "Reprint & Manifests" page.
If you did not book at all or for the correct courier, you will need to book for collection correctly before the cutoff time. We recommend booking as early as possible, before noon will give the driver in the area the best chance of completing the job on the same day, confirm the service times with your driver when they arrive.
The driver will not know to pick up if a booking was never made.
Please contact the carrier you are booking with if you are unsure of service times in your area. You can find the carrier's contact details listed on the account numbers page under billing.
If you have booked before the cutoff time and the driver has still not collected, please contact the relevant carrier and supply them with your account numbers.
Notify them that you have packages ready for collection and that you have booked but the driver never collected them.
(If contacted, we will attempt to assist you the best we can but we will effectively be following the same steps as above. It may be more effective if you contact the courier company directly.)
My package is missing/taking forever to be delivered!
You will need to contact the relevant carrier and supply them with the consignment number.
They will then investigate the issue further. Their contact numbers can be found under Billing > Account Numbers.
(If contacted, we will attempt to assist you the best we can but we will effectively be following the same steps as above. It may be more effective if you contact the courier company directly.)
What does "no rates available" mean?
Please check you are entering values as centimetres and kilograms. Next, make sure a carrier is loaded to your account that would be able to service the job, you can do this by checking Billing > Account Numbers.
If applicable, click on the "View Rejected" link under "no rates available" to see the error code which can also give you an idea as to way this may be the case. If this is still an issue please contact our support team on 09 600 52 50.
"Destination: Suburb/City/Postcode is not valid"
GSS validates the address based on the Suburb, State/City, and Postcode.
If you have already checked the above, try entering the receiver details as follows:
- Building: RD code (if applicable)
- Street: Street number and name, Suburb name
- Suburb: City (or closest main town/city)
- State/City: City (or closest main town/city)
- Postcode: Please note the postcode does not matter for domestic.
If you receive the error "Destination: Suburb/City/Postcode is not valid" please re-type the suburb until GSS supplies a suggestion that you can select, this should fix the issue.
If this doesn't help, we suggest doing a Google search of the address. You may find that the suburb, city or postcode given was incorrect.
Why is my printer no longer printing my GSS labels?
Please close down Print Agent, reopen and try printing again.
Next, ensure your printer's drivers and your Print Agent are up-to-date.
Download files for the recent releases are listed below:
Should this not solve the issue, please see the printing section in the help centre here.
If these steps still do not resolve the issue, contact the support team on 09 600 52 50.
I created a label by mistake, how do I undo this or update the address?
You are NOT charged when you create a label, you are only charged when the package is picked up and scanned by the driver (this does not apply to Urgent Couriers).
Once a label is generated all that information is set in the bar code, you CANNOT edit a label that has been generated/printed.
You will need to delete the old label/consignment from the Reprint & Manifests page, and then create a new label.
Why are my Track & Trace emails not sending?
Please go to Administration > Cost Centers > "Your Cost Center" > Track & Trace Email Template and check that it is set to the email template you have created and saved.
Why does it keep coming up with an error when I'm trying to send internationally?
General:
- Please ensure you have ALL required fields correctly populated and the correct postcode.
- You may have entered in a special character into one of the fields, most fields only take integers.
NZPost:
- If you have multiple packages in one job (NZPost only supports one package per job).
- As NZPost is a postal service it does not support multi-part jobs. Please make sure you're only sending one box/satchel per NZPost job.
- Your declared customs value may exceed the maximum insurance limit for that service. For more information please click here.
FedEx:
- Sending to the USA? Please try another postcode (that is supported by FedEx). Click here for the FedEx ZIP/Postcode Finder.
I want to update my user details, where can I do this?
Change user details:
- To do this you will need to go to Administration -> Manage Users -> Select the user name to edit (Please note, that the email address cannot be amended, you will need to create a new user and delete the old one.)
- Here you can generate a new login and save -> The activation email will be sent through and you will need to create a password for this user.
- Once this has been done, you can log out and log back in with the new user details, then go to Manage Users -> Click on the name for the old user -> Delete & Revoke Access.
Add new user:
- A new user can be created in Administration -> Manage Users. This must be actioned by an existing user with Full Admin Access to the account.