GLS (General Logistics Systems) is a major parcel delivery network spanning Europe, North America, and beyond. While they provide robust tracking and a vast network of pickup locations, logistical hurdles and tracking delays can sometimes occur.
If you are facing difficulties tracking your GLS shipment or need to resolve a delivery issue, this guide covers the most common delivery errors and the exact steps you need to take.
Common GLS Tracking Issues and Solutions
1. Stuck on "Label Created"
It is common to receive a tracking number before the parcel is physically moving.
- Why it happens: This status means GLS has received the pre-registration of your shipment, but they have not yet physically received the parcel at their facilities.
- The GLS Solution: If the status does not update after a few days, the sender has not yet handed the parcel over to GLS. You must contact your retailer directly to confirm the dispatch date.
2. Status Shows "Delivered" but Parcel is Missing
Seeing a delivered status without receiving your package requires immediate action.
- Why it happens: The parcel may have been handed over to a person authorized by you, left in a safe place, or delivered to a nearby GLS Parcel Shop.
- The GLS Solution: First, check your tracking information to see if the courier left instructions indicating where your parcel is located. If you still cannot locate the package, you should contact GLS customer support directly so they can send a driver to investigate or retrieve a misdelivered shipment.
3. Missing a Delivery and Parcel Shop Routing
If you are unavailable at the time of delivery, GLS has a standard fallback procedure.
- Why it happens: When you are absent at the time of delivery, the courier will leave instructions indicating where your parcel is, which is usually at a nearby Parcel Shop.
- The GLS Solution: GLS offers more than 11,500 Parcel Shops and Parcel Lockers to make collection easier. You will receive a notification when the parcel is available at the selected location. You have 7 calendar days to collect your parcel before it is returned to the sender.
4. Tracking is Stalled or Not Updating
Sometimes your package appears to freeze during transit.
- Why it happens: A shipment status might not update due to initial handling waits or because the parcel missed a scan at one of the transit checkpoints.
- The GLS Solution: Tracking information can occasionally take a few hours or a day to update. Ensure there are no errors in the tracking number you entered and verify with the shipper that the parcel was indeed picked up.
5. Damaged or Incomplete Shipments
Receiving a damaged parcel or one missing items is a frustrating exception.
- Why it happens: Parcels can occasionally suffer damage during transit or be split up if they are part of a multi-piece shipment.
- The GLS Solution: If your shipment is incomplete, keep tracking the shipment online as the remaining pieces may still be in transit. If the item is damaged, take pictures immediately. If you are the account holder, you can file a claim directly; if you are the receiver, you must contact the original shipper to initiate the claim.
GLS Tracking & Delivery FAQs
What does a GLS tracking number look like?
A standard GLS parcel tracking number typically consists of nine characters and may sometimes start with a letter (e.g., 111 222 333 or A11 222 333). Freight tracking numbers also typically have nine characters but may start with two letters (e.g., AA-1111111).
What do I need to bring to collect a parcel?
To collect a parcel from a Parcel Shop, you must bring an official ID.
Can someone else pick up my package for me?
Yes, another person can pick up the package as long as they have the tracking number and a valid ID showing the same address as the receiver.
How long do I have to file a claim for a lost or damaged parcel?
Account holders have up to 60 days to file a claim for damaged items and up to 9 months for lost items. Claims generally take 2-4 weeks to process.
How to Contact GLS Customer Service
Since GLS operates across multiple regions, support channels depend on your location. Here are the primary contact methods for major regions:
- GLS US Support: Call 1-800-322-5555 (Monday through Friday, 7 AM-7 PM PST; Saturday, 7 AM-4 PM PST). Select option 2 for recipient support or option 1 for shipper support.
- GLS European Headquarters (Netherlands): +31 20 658 7777.
- Online Support: You can submit an inquiry or find specific hotline numbers for your national GLS company via the contact forms on the main GLS website.
