Speedex tracking and customer service — complete professional guide
Contents
- 1 Speedex tracking and customer service — complete professional guide
- 1.1 Overview: what speedex tracking does and why customer service matters
- 1.2 How to locate and use a speedex tracking number
- 1.3 What information to provide when contacting speedex customer service
- 1.4 Interpreting status events and escalation steps
- 1.5 Claims, reimbursement and proof-of-delivery policies
- 1.6 Business integrations: APIs, webhooks and SLAs
Overview: what speedex tracking does and why customer service matters
Speedex provides parcel and freight services across Greece and internationally; their online tracking is the primary real-time touchpoint for recipients and shippers. A tracking entry ties a unique consignment identifier to timestamped events (pickup, hub scans, customs, out for delivery, delivery completed). For businesses, accurate tracking reduces inbound customer service calls by 40–60% when timestamps and proof of delivery are published in under 24 hours.
Customer service is not just answering inbound calls: it includes proactive exception management, scheduled delivery windows, COD handling, and claims resolution. Best-in-class courier support targets an initial response on phone channels within 2 minutes and email responses within 24–48 business hours; claims and investigations typically close in 10–30 business days depending on complexity and documentation.
How to locate and use a speedex tracking number
Every shipment has a tracking number printed on the AWB (airway bill) and sent by email/SMS to sender and recipient. Typical formats are numeric strings between 8 and 12 digits (example: 0123456789). The fastest way to check status is the official site (https://www.speedex.gr) and the tracking page; mobile apps and SMS links are also frequently provided by merchants at checkout.
When you enter the number, look for three things: the current status (e.g., “In Transit”, “At Hub”, “Out for Delivery”, “Delivered”), the timestamp (date + local time), and the location (city or depot code). If proof of delivery (POD) is available it will show a delivery time and either a recipient name or a photo/signature. If the tracking is stale (no new events in 24–48 hours) immediately collect shipment metadata before contacting support: the AWB number, pickup date, sender account number, and declared value.
What information to provide when contacting speedex customer service
Providing complete, structured information speeds resolution. Have this data ready before you call or email: AWB/tracking number, sender and recipient names, pickup date, destination postal code, declared value and invoice number, and any photos of the packaging. If a delivery attempt occurred, note the timestamp and the text in the tracking record.
- Required contact packet: tracking number, sender account number (if merchant), recipient phone number, pickup date, invoice value, and clear photos of contents/packaging for damage claims.
- Optional but helpful: merchant order ID, proof of attempted contact (SMS/email), and the exact wording of any status message shown on tracking.
When calling, use a concise script: state the AWB, the precise problem (e.g., “status hasn’t changed in 72 hours” or “item shows delivered but I don’t have it”), and ask for the incident/reference number for follow-up. Always record the agent’s name and the reference ID they give you.
Interpreting status events and escalation steps
Common statuses and their practical meaning are usually: “Manifested” (label created, not yet picked up), “In Transit” (moving between depots), “At Hub” (waiting processing), “Out for Delivery” (driver has it), “Delivery Attempted” (driver could not deliver), and “Delivered” (POD recorded). If you see “Customs Hold” or “Documentation Required”, expect an administrative delay of 3–14 calendar days depending on country and paperwork.
- Escalation sequence: 1) Check tracking + wait 24 hours for hub updates. 2) Call customer service with full packet; request updates and incident reference. 3) If unresolved after 72 hours, escalate to a supervisor or open a formal claim. 4) If still unresolved after the carrier’s claim window, involve your merchant or payment provider for reimbursement.
Escalations should reference timestamps and any unsuccessful delivery attempts. Use email so there is a written record; include screenshots of tracking, SMS messages, and photos. For business accounts, use your account manager or dedicated operations email to shorten response times.
Claims, reimbursement and proof-of-delivery policies
To open a loss or damage claim you will typically need to act quickly: most carriers require claims initiated within 7–30 calendar days of delivery date or expected arrival. Prepare the invoice, a completed claim form (if provided on the carrier site), photos of damaged goods and packaging, and the AWB. The carrier will investigate, contact the local depot, and either locate the shipment, offer partial reimbursement, or deny the claim with a written rationale.
Compensation levels depend on declared value and the service purchased (standard liability vs declared value coverage). For example, declared-value coverage may cost an extra fee (typical market rates are 1–3% of declared value or a minimum flat fee). Settlement timelines after acceptance commonly range from 14 to 60 calendar days; request a written timeline and payment method when the claim is accepted.
Business integrations: APIs, webhooks and SLAs
If you run e-commerce operations, use Speedex’s tracking API or webhook feed to push event data into your order management system. Real-time webhooks reduce customer support volume and can trigger automated notifications (email/SMS) at specific events like “Out for Delivery”. Ask for API documentation and production keys from your account manager; expect sandbox access and rate limits—commonly 100–500 calls per minute for small accounts and higher for enterprise plans.
Negotiate SLA terms in writing: guaranteed scan/update frequency (e.g., every 2–4 hours), on-time delivery percentages (e.g., 95% for domestic services), and penalties or credits for missed service levels. Maintain a monthly KPI dashboard (on-time %; claims frequency per 1,000 parcels; average time to close claims) to hold the carrier accountable and optimize service selection by route and parcel type.
The authoritative source for contact numbers, depot addresses, and official forms is Speedex’s corporate site — check the “Contact” and “Tracking” pages at https://www.speedex.gr. For account-specific issues, use the account manager or the dedicated business support email provided when you opened your merchant account; for consumer-level support, use the phone and email listed on the public site and retain the reference ID from each interaction.
Following the processes above—accurate tracking checks, prepared documentation, clear escalation steps, and API integration—you will dramatically reduce time to resolution and improve the end-customer experience when using Speedex tracking and customer service.
