3rd Party Carrier FAQ

This article answers any potential questions about contacting 3rd Party Carriers. This will only affect requests for orders that have already been dispatched from our warehouse but have yet to be delivered to the customer.

The following carrier requests can be actioned by the customer via the carrier directly:

Shipping Information Changes.
Package Reroutes.
Tracking Update Inquiries.
Label Questions.
Delivery Instructions.

Return to Sender Requests

Any requests that affect orders that have NOT been dispatched yet (Processing Delivery) or packages that have already been delivered (Mispicks, Claims, etc).

Please be advised that Claims regarding packages that have yet to be delivered (Lost in Transit Packages) must be submitted after 30 days from the ship date. Lost packages that were marked as delivered with POD can be submitted within 30 days.

This change will not affect any current pricing with GoBolt and the carrier. GoBolt will always strive to achieve the most competitive carrier rates for our merchants while ensuring we partner with the best carriers available for your needs.

The goal of this change is not to reduce cost but rather to improve transparency and resolution times for the customer.

Below is the list of carriers that might be in use for orders. You will need to view the order within the Business Portal Order to see which label is assigned.

*For all PARCLL or ASENDIA Labels that are headed to the US, the customer will need to reach out to USPS for any carrier follow-ups

If the order has been marked as "Fulfilled" in the GoBolt Business Portal, the package would have departed our warehouse within the same day or the next business day.

Depending on some carriers, they will only perform their initial scan of the package once it has arrived at their sorting facility and has been sorted/processed (3-7 business days). Once the initial scan has been performed, tracking will be updated accordingly. If the package tracking has not been updated for 30 days past the ship date, it will be deemed lost.

*Note* The following requests below are specific to any orders that have already been fulfilled by GoBolt and are currently in transit/ with the 3rd Party carrier

I would like to inquire about the delivery status of an order.

In this case, you will have to obtain the tracking number and carrier information and reach out to the carrier directly to obtain updated delivery information. 

How do I find which carrier was used for shipment?

1. Access the specific order in the GoBolt Business portal.

2. Look under ‘Delivery Shipments’ and find the specific items and shipment associated with it - by clicking ‘Show’ on ‘Shipment Items’  to validate the Tracking # and carrier information. 

3. Reach out to the corresponding 3rd Party Carrier via the contact sheet provided above (link to chapter)

4. Please note that for PARCLL, ASENDIA or USPS shipments, the customer will have to reach out to the carrier directly. Kindly liaise with the customer directly after providing any necessary carrier information. 

I would like to update the delivery address of an order that is already in transit.

Please note this also applies to cases where you might want to redirect the package to another destination.

You must reach out to the carrier directly to determine if they can accommodate this request.

1. Access the specific order in the GoBolt Business portal

2. Look under ‘Delivery Shipments’ and find the specific items and shipment associated with it - by clicking 'Show' on 'Shipment Items' to validate the Tracking # and carrier information. 

3. Reach out to the corresponding 3rd Party Carrier via the contact sheet provided above (link to chapter) and ask that they change the delivery address provided on the original shipping label.

4. Do note that address change requests are not always guaranteed, as the package is already in transit. 

5. Please note that for PARCLL, ASENDIA or USPS shipments, the customer will have to reach out to the carrier directly. Kindly liaise with the customer directly after providing any necessary carrier information

*Note*: Depending on the carrier selected, if they do not want to disclose information with your organization directly (ie, USPS/Canada Post), you will have to instruct the customer to reach out to the carrier directly to follow up on the delivery status.

Can this package be RTS’d (Returned to Sender)? 

To initiate an RTS, you will have to reach out to the carrier directly to determine if they can accommodate this request.

1. Access the specific order in the GoBolt Business portal.

2. Look under ‘Delivery Shipments’ and find the specific items and shipment associated with it - by clicking ‘Show’ on ‘Shipment Items’  to validate the Tracking # and carrier information. 

3. Reach out to the corresponding 3rd Party Carrier via the contact sheet provided above (link to chapter) and request an RTS. 

4. Please note that RTS Requests are not always guaranteed, as the package is already in transit. 

5. Please note that for PARCLL, ASENDIA or USPS shipments, the customer will have to reach out to the carrier directly. Kindly liaise with the customer directly after providing any necessary carrier information

I would like to add delivery instructions to a package that is in transit.

To provide additional delivery instructions for an order that has already been fulfilled, you will have to reach out to the appropriate carrier directly to provide them with these instructions. 

1. Access the specific order in the GoBolt Business portal

2. Look under ‘Delivery Shipments’ and find the specific items and shipment associated with it - by clicking ‘Show’ on ‘Shipment Items’  to validate the Tracking # and carrier information. 

3. Reach out to the corresponding 3rd Party Carrier via the contact sheet provided above (link to chapter) and provide the additional delivery instructions (ie, Apartment # or specified time window)

4. Please note that for PARCLL, ASENDIA or USPS shipments, the customer will have to reach out to the carrier directly. Kindly liaise with the customer directly after providing any necessary carrier information

Can the customer’s contact information be changed after an order is in transit?

1. Access the specific order in the GoBolt Business portal.

2. Look under ‘Delivery Shipments’ and find the specific items and shipment associated with it - by clicking ‘Show’ on ‘Shipment Items’  to validate the Tracking # and carrier information. 

3. Reach out to the corresponding 3rd Party Carrier via the contact sheet provided above (link to chapter) and provide the updated contact information (ie, new phone number or email address).

4. Please note that for PARCLL, ASENDIA or USPS shipments, the customer will have to reach out to the carrier directly. Kindly liaise with the customer directly after providing any necessary carrier information.

*Note* If the carrier has indicated that the package has not been handed over to the carrier, but the order has been fulfilled, we ask that you please create a support ticket with support@gobolt.com 

I would like to file a 3rd Party Carrier claim, as an order was lost/ damaged in transit.

*Note* This also applies to circumstances where the carrier insists that a package was delivered, but the customer insists that they did not receive the intended package

We can assist with this request directly; therefore, we ask that you reach out to our support team - support@gobolt.com.

Please refer to our Claims Guide if you require additional information regarding claim submissions.

How Do I Find My Label Costs?

Please refer to your merchant rate card.