FAQ(V1.1)

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 is no longer printing my GSS labels?

I created a label by mistake, how to 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. 

The driver will not know to pickup if a booking was never made.

We recommend booking at least 1hr prior to the driver's service time.

Please contact the carrier you are booking with if you are unsure of service times of your area. You can find the carriers contact details listed on the account numbers page under billing.

Please book as early as you can and if possible, confirm the service times with your driver when they arrive.

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 number. 

Notify them that you have packages ready for collection and that you have booked but the driver never collected.

(If contacted, we will attempt to assist you the best we can but we will effectively be following the same steps as above. It maybe 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 maybe more effective if you contact the courier company directly.)

What does "no rates available" mean?

Please check you are entering values as centimeters 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 maybe 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 Post Code given were 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:

• Print Agent (Windows)
• Print Agent (OSX)
• Zebra GC420d
• Zebra LP2844
• Intermec PF8d

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, 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 your 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 post code (that is supported by FedEx). Click here for the FedEx ZIP/Postcode Finder.