PostEx Complaint Helpline: Delivery Disputes & Escalation

Where to complain about a delivery

For a parcel that has not arrived, a scan you disagree with or any other parcel problem, contact PostEx on its helpline (042) 111 786 227 or email support@postex.pk. Use the same contact details for the whole case, so your story stays clear.

We could not confirm support hours, a branch phone number or how fast PostEx replies. If your problem is urgent, give the tracking number and the problem at the start of your message. Keep a copy of the email, or note the date and time of your call.

When tracking says “Attempted” but nobody called

PostEx handles complaints about an “Attempted” scan when the receiver says the rider never made contact. Start with the tracking record and report it to PostEx without guessing why the scan happened. Say that you dispute the status and explain what happened at your address.

Stick to the facts. Include the date and time shown on the tracking page, whether someone was at the address, and whether you got a call or message. A clear record is easier to check than a general complaint.

Do not change delivery details through an unknown caller

Only use PostEx’s helpline or support email. Never give your bank details, passwords or one-time codes to someone who contacts you about a delivery problem.

What to have ready before you contact PostEx

Have your PostEx tracking number ready. Also have your order number, the delivery address you gave the shop, the time of the scan and a short note of any calls or messages. If the parcel arrived damaged, note its condition and tell the shop quickly.

Keep each complaint about one parcel. Do not add details of other orders, as that makes it harder to find the right parcel. The tracking page shows the parcel’s history, but it cannot replace PostEx looking into the problem.

Who does what when a parcel is lost or damaged

For an online order, contact both the shop and PostEx if the parcel is lost or damaged. The shop has the shipping agreement with PostEx, so it is the shop that asks PostEx to investigate and makes the claim for compensation.

Knowing this saves you from waiting for PostEx to settle something only the shop can claim. The shop can match your order with its shipping records and make the claim under its agreement.

We do not know PostEx’s compensation amounts, deadlines or refund rules. Ask the shop what it will do for your order while its claim with PostEx is being looked at.

Stay calm and keep records

Give PostEx and the shop a short timeline: the order date, the latest tracking status, what went wrong and what you would like done. Keep copies of your messages. If the problem is still not sorted out, get independent consumer advice based on your purchase and local rules.

This page does not decide any legal outcome or complaint deadline. It helps you start with the right PostEx contacts and the shop that can make the formal claim. To check the latest scan, see how to track a PostEx order.