Where is my order? We ring and ask so you don’t have to
‘Where is my order?’ is a simple question with a surprisingly hard answer. The tracking page has said ‘in transit’ for eight days. The chat bot offers you the same tracking page. The only way to reach a human is a phone queue.
Hand us the queue. Give us the order or tracking number, the shop and your first name. A real person rings the store or the depot, asks where it is and when you will get it, and texts you what they said.
The problem
Why chasing a parcel is so annoying
The tracking page tells you nothing
‘In transit’. ‘Processing’. ‘With courier’. The status has not changed in a week, and there is no hint whether that is normal or a sign the box is sitting under a shelf in a depot somewhere.
The shop blames the courier
You ring the shop and they say it has left the warehouse, so ask the courier. The courier says the sender has to raise it. Each of those calls has its own queue and its own hold music.
Phone lines built to wear you out
Press one, press four, enter your consignment number, hear that online tracking is available. Getting to a person who can look at a screen and tell you something new takes patience most people do not have on a workday.
The card in the letterbox
You were home. Nobody knocked. Now the parcel is at a depot with short opening hours, and the number on the card goes to a national line that can’t tell you if it is actually there yet.
The fix
What you get when we chase it
A human answer
We get through to someone at the store or depot who can look it up, and we ask the plain questions: where is it, what is the hold-up, and when will it arrive.
We go around the loop for you
If the shop sends us to the courier, we ring the courier. If nobody picks up, we try again. You are not the one being passed from queue to queue.
Next steps in a text
You get a text with what they said, who we spoke to, and anything you need to do next, such as collecting it from a depot or contacting the seller yourself.
An example
What it looks like
You tell us
I ordered a rug from Marlow Home three weeks ago, order MH-20417. Tracking has said ‘in transit’ since the 2nd. Can you ring them and find out where it is?
We text you back
Rang Marlow Home and spoke to customer service. The rug went back to their warehouse after the wrapping was damaged in transit. A replacement goes out on Monday with a new tracking number, which they will email to you. Nothing you need to do.
An example only, with made-up names, to show the kind of answer you get.
Three steps
How it works
- 1
Tell us who to call
The business or person, and what you want to ask, book or find out. Thirty seconds on the form below.
- 2
We ring them
A real person makes the call and says they are ringing on your behalf. No answer? We try again until there is one.
- 3
We text you the result
What they said, in plain words, sent to your mobile. The recording and a written transcript too, if you asked for them.
Good to know
Some retailers and couriers will only discuss an order with the account holder, even when we have the order number. If that happens, we tell you exactly who to ring, which number or menu option gets you through, and what they need from you. We don’t request refunds, change delivery addresses or make decisions about your purchase. We find out where it is.
Free while we’re getting started
Who do you want us to ring?
Give us the who and the what. We make the call, keep trying if nobody answers, and text you what they said.
- A real person makes the call, not a robot
- We say we’re ringing on your behalf
- No answer? We try again, and again
- The answer lands on your phone as a text
Leave it with us.
We’ll make the call and text you what they said. Now go and do something better with your day.
Questions people ask
What details do you need?
The shop’s name, your order or tracking number, the date you ordered and your first name. If you can, include the delivery suburb. The more of that we have, the more likely they are to talk to us.
What if they will only speak to me?
Then we don’t push it, and we never pretend to be you. We find out the direct number or menu option, the best time to ring and what they will ask for, so your own call is as short as possible.
Can you ask for a refund or replacement?
No. That decision is yours and the seller will want to hear it from you. We can ask what your options are if the parcel is lost or late, and text you what they said, so you know what to ask for.