Help and requests
The Help and requests list and one request's conversation in the portal: asking for help, topics, statuses, replying, closing and reopening.
On this page
Help and requests collects every question and problem your company sent to your courier, with the answers. Open it from your account menu, from send a message in the footer, or with My requests about this order on an order. Everyone signed in can use it. For the task step by step, see Report a problem or ask for help.
At a glance
| Page | What it shows |
|---|---|
| Help and requests | Every request with its topic, order, last message and status; Ask for help |
| One request | The conversation, your reply, It's sorted, close it or Reopen |
The list
Each row shows the topic, the order number when it is about an order, the last message (prefixed with your courier's name when they wrote it last), the status, the request number and the time of the last message. Click a row to open the conversation.
Opened from an order, the list shows only that order's requests (About order OR-1042); All requests shows everything again.
With nothing sent yet you see No requests yet (or Nothing reported on this order).
Ask for help
Ask for help opens a form for questions that are not about one delivery:
| Field | What to enter | Required | Notes |
|---|---|---|---|
| What is it about? | It's late, Something is damaged, Wrong address or contact, Invoices and payments, My account or the portal or Something else | Yes | Something else by default |
| Your message | your question | Yes | At least 2 characters, up to 2,000 |
Send to my courier sends it and opens the conversation. Your courier answers by email and the answer also shows here.
One request
The header shows the topic, the request number, Order OR-1042 (a link to the order) and the status. Below, the conversation: your messages on the right, your courier's on the left with the person's name, each with its time.
| Control | What it does |
|---|---|
| Your reply | Type a message (up to 2,000 characters). On a closed request it reads Write again (reopens it). |
| Send reply | Sends it |
| It's sorted, close it | Marks the request Closed |
| Reopen | Opens a closed request again |
| All requests | Back to the list |
Statuses
| Status | Meaning | What happens next |
|---|---|---|
| Sent | Waiting for your courier | They answer by email and here |
| Answered | Your courier replied | Reply, or close it when it's sorted |
| Closed | Done | Writing again reopens it |
Related articles
- How-toReport a problem or ask for helpTell your courier about a late, damaged or misdelivered order, ask any other question, and follow the answers in one place.
- How-toTrack your ordersSee what is on the way on your Overview, follow an order step by step, download proof of delivery and share a tracking link with the receiver.
- Page guideOrder detailsEverything on one order in the portal: status, live location, addresses, packages, progress, price, documents, and the share, report, tip, change and cancel actions.
- How-toKeep an address bookSave the places you send from and to, mark favourites and defaults, and import a list of addresses so ordering takes a few taps.
Still stuck?
Ask your courier company: they can see your account. Or tell us what you were trying to do.