CCX - FAQ’s
1. Collection / Delivery - How do I cancel an order?
Please contact our support centre (connect@courierconnexion.com) to cancel an order. Please note you may only be refunded 50% of the order if not already collected. If collected, the full fee will apply as the courier will charge for the collection.
2. Collection / Delivery - Can I arrange a time for delivery?
All our couriers have designated drivers allocated to each suburb and town. The collections and delivery times will depend on their daily route and the volume of parcels they have for the day. We provide estimated collection and delivery standards on our site, per service, as a guide for you. Pls be aware of cut-off times for collections.
3. Collection / Delivery - What happens if my item is not delivered?
Should your parcel not be delivered in the period indicated, please contact our support team (connect@courierconnexion.com) as new delivery information may be required. The support team will update you as to the status and whereabouts of your parcel. Most parcels are delivered between 08h00 and 11h30 in main centres. Delivery times to regional or outlying areas may differ.
4. Collection / Delivery - Not being present to receive delivery.
Sometimes a delivery can fail for a number of reasons. If you missed your delivery due to you not being present, it will be rescheduled on the next working day. If the courier is still unable to deliver your parcel due to your non-availability, you will be charged for further attempts requested.
5. Collection / Delivery - What happens if my item is not collected?
There are daily cut-off times displayed on the CCX website. These refer to collections in Main Centres. You need to trigger the collection by downloading your waybill before these times. Should you miss these cut-off times, the couriers will automatically collect the following working day (Monday – Friday). Collection times in regional or outlying areas may differ. If you place your order within these times and the courier does not collect, please contact our support team (connect@courierconnexion.com) to assist.
6. Courier Services - Why is the Economy service sometimes more expensive than the Express service?
The minimum charge for the Economy service includes parcels up to 10kg, whereas the minimum charge for the Express service only includes up to 2kg.
7. Courier Service - When should I use the Economy Service ?
For large or heavy parcels and for deliveries that are not urgent.
8. Courier Services - What is the cheapest option?
Generally, the smaller the parcel, the lower your cost. In addition, use the Express service for items under 2kg and use the Economy service for items heavier than 2kg that are not urgent as the transit times may be longer.
9. Insurance - Why do I need to insure my parcel?
Damages, losses, theft and hijackings are a real possibility though mostly infrequent. Thus to be prudent, we select insurance for each shipment.
10. Insurance - Who insures my parcels and what is the maximum cover amount?
Insurance is automatically selected and your parcel will be insured for the value and the description entered into the fields. The selected Courier’s insurance policy will apply as per its Terms & Conditions. Maximum cover provided will be R30,000 per any one waybill. Contact Courier Connexion for special insurance needs. All insurance related queries should be emailed to connect@courierconnexion.com and our finance department will assist you with the claims process.
11. Insurance - Compulsory documents when filing a claim.
All insurance related queries should be emailed to connect@courierconnexion.com and our finance department will assist you with the claims process. For damaged items:
a. Cost price invoice (with customer address)
b. Purchase price invoice (showing the cost price)
c. Photos of damages
d. Photos of packaging
For missing items:
a. Cost price invoice (with customer address)
b. Purchase price invoice (showing the cost price)
c. Photos of the original item Please submit all the required documents otherwise we may not be able to process the claim.
12. Insurance - Should I keep a damaged item that I am going to claim for?
Yes. Please keep the damaged item as it may need to be inspected by the insurance assessors or you may be asked for photo evidence to claim on your parcel.
13. Insurance - What is the time limit on submitting a claim?
As per the selected Courier’s insurance policy, please follow the guidelines above for submitting a claim as a claim can be declined if submitted later than these guidelines. We recommend within 5 days of incident.
14. Insurance - Missing parcel
Please submit a claim within 5 days of the estimated delivery date or once it has been marked as delivered whichever is earlier.
15. Insurance - Damaged parcel
Please notify CCX of a claim within 2 days of the parcel being delivered.
16. Insurance - Providing evidence / information
During the claim process we may request for any further evidence or information. Please reply to our email requests within 3 days or we may assume your claim has been resolved.
17. Invoices and Statements- how do I view and or print?
View top menu and click on “My Account” to access accounting features – select and view invoices or statements or edit account details.
18. Parcel Information - How do I know what my parcels weigh?
We have provided a list of sample items on the “Packing” link at the bottom of our website. If your item is not there, search for details of your item on the internet or weigh your parcel on a bath scale. If you do not have a scale you will have to estimate the weight, but please remember you will be billed for any weight over and above your quoted weight.
19. Parcel Information - My item only weighs 500grams, but your minimum is 2kg. Why am I being billed for 2kg?
All our couriers work on a minimum flat rate for up to 2kg. Please fill in 2kg in the box provided.
20. Parcel Information - What if my dimensions and weight are incorrect?
You will be contacted by our support team once they receive notification from the Courier, and you will be billed for the balance.
21. Parcel Information - Actual Weight, Volumetric Weight and Billable Weight
Actual weight is the weight in kilograms (kg) of your package. It must include the weight of any packaging.
Volumetric weight is calculated using the formula: width x length x height in centimetres / 5000 for Express shipments and by 4000 for Budget services.
Therefore if you send a 1kg parcel on an Express service with size 60cm x 30cm x 20 cm, its volumetric weight will be: 60 x 30 x 20 / 5000 = 7.2kg. The chargeable weight will be the larger of the actual weight and the volumetric weight, rounded up to the nearest kg = 8kg in this example.
22. Parcel Information - Weighing and measuring your shipments
a. Measure the length, width and height of each parcel in centimetres (cm).
b. Weigh your parcel in kg. All our quoted prices are based on the greater of the actual weight or the volumetric weight which is based on this formula: width x length x height in centimetres / 5000 for Express or 4000 for Economy services. The system will automatically calculate this. Please note that if you under-declare the measurements or weight of your parcels, you will be charged for any difference to the courier’s confirmed weights and dimensions.
23. Parcel Information - Do I get compensation if my parcel is being delayed?
Delivery standards are estimates only, are not guaranteed by our courier partners or by Courier Connexion.
24. Payment – Do I have to store my credit card details on registration?
No, your credit card details will not be requested at registration, but you can elect to store your credit card details with our secure payment gateway, for your convenience. This facilitates a quicker payment process as the payment gateway remembers your details for future transactions and refunds.
25. Rates – Will I always get the cheapest rate?
Although we negotiate bulk discounts with our courier partners, we cannot guarantee the cheapest rates on all services at all times. If you send more than 100 parcels a month, please contact us to discuss further options.
26. Rates - Why have the rates changed?
Rates are calculated in real time and can fluctuate based on fuel or other surcharges or adjustments made by our courier partners at any time.
27. Registration - Do I need my ID and Credit card number to register?
No, you are not required to provide this information. If paying by credit card, you will enter this at checkout directly with the secure payment gateway.
28. Tracking - How can I track my parcel?
Tracking can be accessed by clicking on the “Action” button associated with the shipment. Contact our support team for any further assistance.
29. Waybill - How do I print my waybill?
Waybills and associated documents (Commercial invoice) can be viewed and printed by clicking on the “Action” button associated with the shipment.
30. Waybill - I can’t print my waybill?
If there is no print option on your screen, right click the PDF and “Save as”, then print.
31. Waybill - I have a waybill label, now what?
Simply print the documents accessed via the “Action” button associated with the shipment and hand the waybill page to the driver when he arrives to collect. The last page is for the driver to sign as your confirmation of the collection. You can track the progress on the Courier Connexion website.