Helpful Contacts for eParcel Customers
What sets Koi apart from other software providers is that we are also e-commerce merchants, just like you. We frequently use Australia Post and often struggle to find their contact details. That’s why we created this page—to help both ourselves and other e-commerce merchants quickly access Australia Post’s contact information when needed.
Helpful Contacts for eParcel Customers
As a valued eParcel customer, we want to ensure your experience is as smooth as possible. Here’s a quick guide to the support services available to you.
National Customer Contact Centre
For Account Holders: 13 11 18
Reach out to our National Customer Contact Centre for any enquiries related to your account, including:
- Lost or damaged items
- New or additional pricing
- Contract queries, including expiration, pricing, and additional services (e.g., Express Post, Returns)
- Credit for consignments not lodged
- Charging issues
- Arranging or changing your pickup times
Track a Parcel
Keep track of your parcels easily online at: auspost.com.au/track.
Lodgement Point Support
For any of the following, please contact your lodgement point:
- Ordering more labels (find the product SKU on your label)
- Manifest changes and cancellations
- Handling damaged parcels (your customer will need to take their parcel to an Australia Post retail outlet)
Koi helps Shopify and other e-commerce merchants connect their stores to Australia Post. We support eParcel, Mypost Business and many other carriers in Australia. If you want to quickly create Australia Post labels or have carrier calculated rates on your Shopify store, Koi is the answer.
eParcel Technical Support
IT Service Desk
Mon – Fri, 8am – 6pm: 1800 028 361
After Hours: 1800 287 457
Contact our IT Service Desk for:
- General support
- Urgent issues like password resets, manifest or consignment creation problems
- Access or issues with the event management system (tracking parcels)
eParcel Team Support
For additional technical assistance, including:
- System access issues or technical difficulties
- Password reset challenges
- Importing issues into the eParcel system
- Label printing problems
Email the eParcel support team at: eparcelsupport@auspost.com.au
Credit Manager
For inquiries such as changing or adding a lodgement or addressing late payment fees, please contact your credit manager. You can find their contact details on your invoice.
This guide is designed to help you navigate the services available to you as an eParcel customer, ensuring you get the support you need, when you need it.