How to Track 618 Orders and Find the Correct Customer Service Number

Overview: what “618” tracking questions look like and why numbers matter

“618” refers to the mid‑year e‑commerce sales peak (June 18) when order volumes surge and logistics networks run at high capacity. During 618 many shoppers ask three repeatable questions: “Where is my package?”, “Which carrier is handling my order?”, and “How do I reach customer service (tel or chat) to resolve delays or returns?” Knowing how to locate a tracking number and the correct customer service channel reduces resolution time from days to minutes.

This guide focuses on practical, verifiable steps: how to extract tracking identifiers from orders, how to identify the carrier, which data to prepare before contacting support, and how to escalate a case if routine channels don’t resolve the problem. The goal is to give you an operational checklist and direct routes for action during high‑traffic sale events.

How to locate the tracking number and identify the carrier

Every order confirmation contains at least two useful IDs: the merchant order number (platform order ID) and a logistics tracking number. On most Chinese platforms you can find both by opening the order details page in the platform app (e.g., JD.com, Taobao/Tmall, Pinduoduo). The tracking number is a 9–20 character alphanumeric string; carriers include SF Express (速运), EMS (中国邮政速递物流), YTO, STO, Yunda and Cainiao (菜鸟 integrates multiple carriers).

If the platform shows “logistics provider: Cainiao” the parcel is usually handled by one of the Cainiao partner carriers — click the tracking link to reveal the underlying carrier and the real numeric tracking ID. Alternatively, copy the tracking number and paste it on a general tracking site (Cainiao, 17track.net, parcel tracking pages on the carrier’s official site) to confirm the carrier and current status.

What to prepare before calling or messaging customer service

When you reach a live agent you will shorten handle time dramatically if you provide structured, relevant data up front. Prepare the following items (keep screenshots on your phone or PC):

• Platform order ID (example format: 123456789012345) and merchant name; date/time of purchase (YYYY‑MM‑DD HH:MM).
• Logistics tracking number (example: LB123456789CN) and carrier name shown in the order page; last known status and timestamp seen in tracking log.
• Photos/screenshots of the order page, payment receipt, and any failed delivery notifications; the recipient name and delivery address (full: province, city, district, street, building/room).

Be ready to share these items in the platform’s in‑app chat or via phone. On calls specify the exact problem (late, lost, wrong item, damaged) and the remedy you want: refund, reship, or return pickup. Typical first‑response times during 618: in‑app chat — immediate to 30 minutes; phone queue — 2–20 minutes depending on volume; email/support ticket — 24–72 hours.

Platform channels, official websites and reputable carrier hotlines

Use the platform’s official channels first: open the order, tap “Customer Service” and choose “Logistics/After‑sales.” Major platform domains to verify contact links are: jd.com (JD), taobao.com and tmall.com (Alibaba ecosystem), pinduoduo.com (PDD), and cainiao.com (logistics aggregator). These pages give instant chat or the official customer service telephone if available.

Regional carrier hotlines are often faster for last‑mile problems. Two widely used carrier hotlines in China are SF Express (95338) for urgent, premium deliveries and China Post EMS (11183) for postal parcels. If a platform shows a third‑party courier, use the carrier’s official site or app to check real‑time location and expected delivery windows. Do not trust phone numbers posted in unofficial forums — always click the “Contact Us” link on the platform or carrier homepage to ensure authenticity.

Escalation steps and consumer protection

If the platform or carrier fails to resolve the problem within reasonable timelines (48–72 hours for logistics exceptions, 7–15 days for refunds depending on policy), escalate using the platform’s dispute mechanism. For Chinese consumers, the national consumer complaint hotline 12315 accepts complaints against merchants or platforms and will provide mediation and official documentation.

When escalating, include a chronological timeline (purchase → payment → shipment → last tracking update → attempted contacts), copies of all communication, and the outcome you seek (refund amount in RMB or reshipment). Keep a record of timestamps and agent IDs from live chats — these are frequently required when opening a formal complaint.

Practical scripts, expected timelines and follow‑up

Use a concise script when you call or chat: state identity, order ID, tracking number, last status, and desired outcome. Example: “Hello, my name is Li; order ID 2025061800012345; tracking LB123456789CN via SF; last update 2025‑06‑19 14:32 ‘in transit’. I need either a confirmed delivery window today or a refund.” This prevents back‑and‑forth questions and improves the chance of same‑call resolution.

Typical resolution benchmarks during large sales: immediate re‑routing or in‑day delivery confirmation for high‑priority parcels (within 24 hours for urban centers), refunds initiated within 3–7 business days after approval, and IPR/quality disputes resolved within 15–30 business days per platform rules. If a case is time‑sensitive (e.g., business inventory), prioritize carrier hotlines and paid expedited support tiers where available.

What is the phone number for Ontrack customer service?

Use ontrac.com for Faster Customer Service
You can call 800.334. 5000 for support, but you could experience long hold times during the holiday season.

Is there a customer service number for USPS tracking?

Self-service options are available 24/7 by calling 1-800-ASK-USPS (1-800-275-8777). Customer Service representatives are also available to take your calls: Monday through Friday from 8:00 a.m. to 8:30 p.m. Eastern Time (Alaska and Hawaii are 8:00 a.m. – 9:30 p.m. ET)

How do I contact track 718 customer service?

Contacting Track718’s customer service can be done through several channels. Users can reach out via email at [email protected] for detailed inquiries or use the live chat feature available on their website for immediate assistance.

Who delivers OnTrac packages?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview OnTrac packages are delivered by independent regional delivery companies that OnTrac contracts with, using drivers and vehicles that deliver the packages to customers’ homes and businesses. OnTrac itself acts as a logistics broker, coordinating these last-mile deliveries within their network, which serves 35 states and Washington, D.C.
  How it works:

1. Logistics Broker: OnTrac operates as a logistics broker, not as a direct employer of most drivers. 
2. Contracted Service Providers: OnTrac contracts with regional service providers. 
3. Independent Drivers: These regional providers then hire their own drivers. 
4. Last-Mile Delivery: These independent drivers deliver packages to the final destination, completing the last-mile delivery process. 

Therefore, when you see an OnTrac delivery, it’s being performed by a subcontractor or independent contractor working on behalf of a regional service provider. 

AI responses may include mistakes. Learn moreLast Mile Delivery E-Commerce Parcel Carrier | OnTrac®OnTracInterested in Local Delivery Driver Opportunities – OnTracWhile OnTrac partners with independent Regional Service Providers to handle deliveries, we can share your information if you’re in…OnTrac(function(){
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Where is my OnTrac package?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To find your OnTrac package, enter your tracking number on the official OnTrac tracking page or a third-party tracking site like AfterShip. If the package status shows as “delivered” but you don’t have it, use OnTrac’s virtual assistant Wink to open a ticket for an investigation. If the package is marked “in transit” or “pending,” it’s likely still on its way, but you can use the tracking number to monitor updates or submit a support ticket for more information.
  Using the Official OnTrac Tracking Page 

1. Go to west.ontrac.com/tracking.asp. 
2. Enter your tracking, Shipment ID, or PRO number into the designated field. 
3. Click the “Track” button to view the latest status and location of your package. 

Using a Third-Party Tracking Site 

1. Visit a tracking website like AfterShip.
2. Enter your OnTrac tracking number and click “Track”.
3. The site will display detailed information on your shipment’s status and location.

What to Do if Your Package Isn’t Found

• Check the Status: If the status is “in transit,” your package is moving, though delays can happen. 
• Use Wink for Missing Packages: If it says “delivered” but you can’t find it, use OnTrac’s Wink, their Virtual Chat Assistant, to open a ticket for an investigation. 
• Contact OnTrac Support: If you’ve opened a ticket and haven’t received an update within 2 business days, or for other assistance, you can contact OnTrac support or fill out the form on their tracking page to receive a case number via email. 

AI responses may include mistakes. Learn moreTrack a Package – OnTrac ShippingOnTrac Shipping – Track a Package. Home | Sitemap.OnTrac ShippingFAQ – OnTracIf your package is marked as delivered, but you cannot locate it, please use Wink, our Virtual Chat Assistant, to help create a ti…OnTrac(function(){
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What is the number for dispatch track customer service?

For any support needs—technical or otherwise—feel free to give us a call at 1-866-437 3573 ext 2, email us at [email protected], or fill out the form, and we’ll get back to you ASAP.