FastEx Customer Not Available Status: Action Guide

Missed the rider’s call, or tracking says “Customer Not Available”? Follow these steps to arrange another delivery before your parcel is sent back.

Why Does FastEx Mark a Parcel “Customer Not Available”?

Riders have many stops each day. When the rider reaches your area, several things can stop the delivery:

Unanswered Calls

Riders usually call shortly before they arrive, sometimes from numbers you do not know. If your phone is busy, off or not answered, the rider may move on to the next stop.

Incomplete Address

A missing house number, an unclear street or a new housing area can make it hard for the rider to find you without a phone call.

Cash Not Ready

For cash on delivery orders, if nobody at the address has the cash, the parcel cannot be handed over.

The Two-Try Rule and the Holding Time

FastEx makes two delivery tries for each parcel:

How the Process Works

First try: The rider records the problem and takes the parcel back to the local branch at the end of the day.
Holding time: The parcel is kept at the local branch for 48 to 72 hours before it is marked to go back.
Second try: During this time, you can arrange the second try through the helpline or WhatsApp.
Return to Origin (RTO): If the second try also fails, the parcel is sent back to the seller (Return to Origin, RTO).

How to Rearrange or Sort Out a Missed Delivery

Act quickly when you see a problem status, so your parcel is not sent back:

Step 1: Message WhatsApp Support

Send your tracking number to FastEx WhatsApp support on 0311-2222490. Say you missed the call and give clear directions, or say when you will be home.

Step 2: Call the Helpline

Call 042-111-007-009 and speak to someone. Ask them to arrange another delivery for your parcel.

Step 3: Ask About Collecting It

We could not confirm whether you can collect the parcel from the local branch yourself. Ask the helpline if that would be quicker, and take your original CNIC if they agree.

Step 4: Report a Delivery Try That Did Not Happen

If tracking says there was a delivery try but nobody called or came, make a complaint with your tracking number. Use the contact details on the FastEx website at fastex.pk/contact-us or call the helpline.

Frequently Asked Questions

What does "Customer Not Available" mean on FastEx tracking?

It means the rider came to the address or tried to call, but could not deliver because the receiver was out, could not be reached or did not take the parcel at that time.

How many times does FastEx try to deliver?

FastEx tries to deliver twice. Between the tries, the parcel is kept at the local branch for 48 to 72 hours. If both tries fail, it is sent back to the seller.

How can I rearrange a missed FastEx delivery?

Call the FastEx helpline on 042-111-007-009 or message WhatsApp support on 0311-2222490 with your tracking number.

What if the status is wrong and nobody came?

If tracking says there was a delivery try but nobody called or visited, contact customer support on 042-111-007-009 straight away with your tracking number and ask them to check.