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 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) will still be handled by GoBolt.

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. Once deemed lost, merchants can reach out to GoBolt to file a claim.

If GoBolt currently uses your personal carrier account, they will need to reach out to their carrier contact to find the rates used.

If GoBolt currently does not use your personal carrier account, you will need to reach out to support@gobolt.com.

*Note* These requests are specific to any orders that have been already 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. 

*Note* This procedure/ flow does apply to any packages that are experiencing delays in transit. 

1. Access the specific order in 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, that 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

*Note*: this also applies to cases where you might want to re-direct the package to another destination

This can certainly be possible, however you will have to reach out to the carrier directly to determine if they can accommodate this request.

1. Access the specific order in 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, that 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 the carrier does not want to disclose information with your organization directly (ie. USPS) - 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 accomodate this request.

1. Access the specific order in 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. Do 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, that 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 these instructions. 

1. Access the specific order in 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, that 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? 

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 these instructions. 

1. Access the specific order in 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, that 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 this article to assist in providing instructions on how to file a claim. 

Please Note: Any claims for lost, stolen, or misdelivered packages, damaged packages, or delayed deliveries must be submitted within 30 days of the shipped date, unless the shipping carrier is FedEx. FedEx claims must be submitted within 21 days of the shipped date.