How to raise a Tracking Query?

  • Updated

Please follow the process below to help us investigate parcels that you need support with. This will allow us to support you as efficiently as possible and provide the best results for you and your customers.

Step 1. Contact Us via Tracking & History

Please log into your account on GoSweetSpot and navigate to your Tracking & History page.


Step 2. Search Consignment

Enter the consignment number you wish to query and click Search.

Once the consignment details load as shown in the below image, click the magnifying glass to open the detailed view of the consignment.



From here you will need to scroll down to the bottom of the page to find and click Lodge a Query.

Step 3. Enter Details

Fill in all fields of this form and provide as much detail as possible so we can assist you quickly. This is especially important for Track & Trace Queries.

Once you have completed the form click Send.


Step 4. We manage it from here

Once we've received the request, we will raise the inquiry with the respective courier or transport provider. Depending on the nature of the query, the turnaround times may vary. Typically, we will receive an update within one working day but during busy periods, this can be delayed.