Inquiry: when a shipment doesn't arrive

If a shipment stops moving, PostConnect helps you with the inquiry. Only Austrian Post accepts the inquiry itself – and only from the sender, which is you. Inquiries are available from the Startup plan, as they build on automatic tracking.

Spotting stuck shipments

Under Tracking, PostConnect marks a shipment Inquiry recommended when it is on its way and nothing has happened for 5 working days (domestic) or 10 working days (international). A notice at the top of the page shows how many shipments are affected. With the filter Inquiry → Recommended or open you see them together.

Shipments waiting for pickup at a branch or parcel locker, and returns, are not included.

Data for Austrian Post

Click Inquiry in the shipment's row. The window shows everything Austrian Post needs: tracking number, product, posting date, sender, recipient, contents, weight and dimensions, goods value and the latest status.

• Copy text or Open as email
• Value of goods: included in the text. Left empty, the label's additional insurance is used, if there is one.

Submitting to Austrian Post

• Open in ELLA Paket-Zone (recommended): sign in to Austrian Post's business customer portal with your business account and paste the tracking number.
• Austrian Post online form: sign in on post.at, the tracking number is passed along.

Austrian Post accepts inquiries up to 3 months (domestic) or 6 months (international) after posting. PostConnect reminds you in good time before the deadline runs out.

Tracking the case

In the same window you note how it goes on: status (open, submitted to Austrian Post, found / delivered, lost, closed), submitted on, Austrian Post reference and a note. In the tracking list you see the state as a badge on the shipment.