Kovan is not a parcel carrier and does not sell deliveries to consumers. The courier company carrying your parcel may be running it on Kovan, but tracking and support go through that company. What we can explain here is what gets recorded as your parcel changes hands.
This site has no tracking box, because we are not the party with a contract with you. Your barcode and delivery status are visible to the company that sent your parcel, or to the courier company it works with. That is where to start.
There is one thing we can help with, though: if your parcel travelled on Kovan, what was measured at the moment of delivery is recorded, and the company can see it within seconds. The flow below is exactly that.
The call courier companies get every day. On Kovan that call has somewhere to go and a record to rest on.
You call the company you ordered from, or the courier company’s branch. Since you have no account here, a member of staff opens the record on your behalf.
The barcode, the branch that took the call, and who opened the record.
The branch or head office opens a single file for that parcel. A second call does not open a rival file; it joins the first one.
The driver who made the delivery is added automatically, so the person being accused can answer.
Inside the file are the delivery photo, the distance to the door, the GPS accuracy, whether the location was mocked, and whether the delivery code was entered.
These records are not deleted until the file is decided; a photo that would normally expire is held while a file is open.
The company closes the file: the delivery stands, or the parcel is marked lost. If it is marked lost the delivery is undone and stops counting as a delivery.
The decision is written into the chain of events with its reason, and the driver has a right to appeal.
To be straight with you: commercial outcomes such as refunds are between you and the company. Kovan keeps the record, does not hold the money, and cannot deal with the company on your behalf.
Drivers write from the Support tab in the app — even while registering or on a day with no work. Each driver has one conversation and its history is not lost.
Companies write from the panel. Head office and each branch have their own conversation, so a branch keeps its history when its staff change.
Your parcel is resolved by the company that sent it. If your question is about the Kovan platform itself, write to us.