Help With TRAX Complaints

TRAX Complaint Helpline & Delivery Dispute Resolution Guide

How to report a delivery try that did not happen, a late parcel or another problem, and how to reach TRAX customer care.

When Tracking Shows a Delivery Try That Did Not Happen

It is very frustrating when tracking says something like "Customer Not Available" or "Refused", but no rider came to your door or called you. TRAX says buyers and sellers can report a disputed delivery try so it can be looked into.

We do not know why a wrong status appears in any one case, so do not guess. Report it quickly. If several failed tries are recorded, the parcel may be sent back to the seller.

What to Do Straight Away

When you see a delivery try that did not happen, take a screenshot that shows the date and time. Call TRAX on (021) 111-118-729 straight away and say you want to dispute the status. Say clearly that you were at the address, your phone was on and nobody contacted you.

How to Make a Complaint, Step by Step

Follow these steps so your complaint is clear and easy to check:

1Get Your Details Ready

Copy your TRAX tracking number exactly. It is made of letters and numbers and is on your booking receipt or SMS. Check your call log so you can say whether any unknown number called you.

2Call the Helpline

Call (021) 111-118-729. Give your tracking number and explain calmly what happened.

3Note a Reference Number

Before you end the call, ask whether there is a reference number for your complaint, and write it down with the date and time.

4Follow Up by Email

Email info@slgtrax.com with your tracking number (and any reference number) in the subject line. Add clear directions, a nearby landmark and a second phone number.

TRAX Contact Details

Start with the helpline, and use email when you need a written record:

1. Helpline

First Contact

Phone: (021) 111-118-729. Best for urgent problems, such as asking TRAX to hold a parcel, fixing directions or asking for another delivery try.

2. Email

Written Record

Email: info@slgtrax.com. Use email if you cannot get through by phone, or if you want a written record about a damaged parcel, a lost parcel or a rider’s behaviour.

3. Head Office

Head Office

Address: Plot 104, Sector 23, Korangi Industrial Area, Karachi. This is the TRAX head office. Use the helpline or email first for parcel problems.

Why the Seller Matters in a Claim

The seller booked the parcel with TRAX, so the shipping agreement is between TRAX and the seller, not the buyer.

Sellers Can Raise It Too

Sellers manage their parcels in the Sonic seller portal and can raise a problem with TRAX from there.

Stopping a Return

If a parcel is being returned, the seller is best placed to ask TRAX to hold it or send it again.

So, if your parcel status is wrong, contact the shop as well as calling TRAX. Ask the shop to raise your tracking number with TRAX.

Frequently Asked Questions

Common questions about TRAX complaints.

What is the TRAX complaint helpline number?

The TRAX helpline for customer support and complaints is (021) 111-118-729. You can also email info@slgtrax.com.

Tracking says "Customer Not Available", but no rider contacted me. What should I do?

Call (021) 111-118-729 straight away and say that no rider came or called. Ask them to look into the status and try again. Also message the shop, so it can ask TRAX to hold the parcel.

How long does TRAX take to reply to a complaint?

We could not confirm how long TRAX takes to deal with complaints. Keep your reference number, and follow up by phone or email if you do not hear back.

Can I change the delivery address by calling the helpline?

You can ask. Small fixes, such as a landmark or house number, are easier to explain on the phone. We could not confirm TRAX’s rules for bigger changes, such as a new city. The seller may need to ask for those.

What should I do if a rider asks for more cash than the COD amount?

Pay only the amount printed on the airway bill. If a rider asks for extra money, say no, keep your receipt and report it to info@slgtrax.com with your tracking number and the time it happened.