How to raise 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 customer.

Step 1. Contact Us via our Website

Please log into your account on GoSweetSpot and navigate to the Support button in the top right of your screen. From there, click Contact Us.


Step 2. Select Issue Category

From the Subject drop down menu, please select the type of issue your are experiencing. Based on the issue, you will be prompted with different fields to fill in.


Tracking Update is then reclassified into four categories.  

  • Delivered, but the receiver has not received it / POD
  • Redirection / Address Incorrect
  • Request Return to Sender
  • Damaged in Transit

Step 3. Enter Details

Please provide as much detail as possible so we can assist you quickly. This is especially important for Track & Trace Queries.

We will get back to you as soon as we can. 


Step 4. We manage it from here

Once we've received the request, we will raise the enquiry 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 back within one working day.  During busy periods, this can be delayed.