All packages must have a valid Trexity label to be scanned and processed correctly. If a package is missing a label, couriers must involve Support for manual processing.
Identify Missing Label
- Confirm that the package does not have a Trexity label.
- Verify with the merchant if a label is available or can be provided.
Contact Support
- Access Support through the app by selecting Help.
- Inform the Support Team that the package does not have a label.
- Submit a clear photo of the package to Support.
- Ensure the image shows:
- The package clearly
- Any identifying details (if available)
- The Support Team will scan the package on your behalf.
- Wait for confirmation before proceeding further.
Proceed with Pickup
- Once Support has completed the manual scan:
- Proceed with collecting the package
- Continue the delivery as instructed