High-Value Parcel Lost in Fastway's Depot Cape Town - No Accountability & Refund Still not resolved

I am extremely disappointed with the service and handling of my high-value parcel by Fastway Couriers.

My parcel was ordered through Temu and arrived in Cape Town. Fastway tracking confirmed that the parcel was scanned into the Cape Town depot on 16 August 2026 under tracking number D***.

After there was no further movement on the tracking, I made numerous follow-up calls to Fastway to establish where my parcel was. Initially, I was simply advised that the parcel could not be located and that I should request a refund from Temu.

I formally escalated my concerns and was subsequently advised that an investigation would be conducted. Fastway confirmed that they checked the depot floor, Problem Freight area, cages and empty bags, digital scanning records, CCTV footage and the vehicles of the couriers servicing the relevant area.

Despite these checks, Fastway ultimately confirmed in writing that they could not establish the whereabouts of my parcel after the initial scan into their Cape Town depot and have officially declared it lost.

I then escalated the matter to the Cape Town General Manager, who acknowledged my concerns regarding accountability and chain of custody. The General Manager confirmed that the parcel had been closed as an insurance claim on Fastway’s system so that I could submit a refund claim through Temu.

However, I am still unable to submit the refund through the Temu app. More concerning is that the General Manager subsequently advised me that a customer services supervisor would contact me directly to assist with the claim/refund process. Nobody contacted me.

So I am now in the position where:

• My high-value parcel was confirmed as being scanned into Fastway’s depot; • Fastway cannot account for what happened to it afterwards; • Fastway has officially declared it lost; • Fastway says the shipment has been closed as an insurance claim; • I cannot submit the refund through Temu; and • Despite a direct commitment from the General Manager that someone would contact me to assist, nobody has done so.

I understand that parcels can occasionally go missing. What I find unacceptable is the lack of accountability and the continued failure to properly resolve the matter after the parcel was confirmed to be in Fastway’s possession.

Given my professional experience within the logistics and freight industry, I understand the importance of shipment traceability, scanning controls and chain of custody. I therefore find it particularly concerning that Fastway is unable to establish what happened to a high-value shipment after it was scanned into its depot.

I have remained professional and cooperative throughout this entire process and have given Fastway multiple opportunities to investigate and resolve the matter.

I am now sharing my experience publicly because I believe customers should be aware of how a high-value shipment can be handled when something goes wrong. I have also become concerned after seeing reports of other customers experiencing difficulties with Fastway, and I question whether these issues are isolated or indicative of wider operational problems.

Fastway: I am not simply looking for an apology. I expect accountability, transparency and for the outstanding refund issue to actually be resolved.

At the very least, I expect Fastway to honor the commitment made by its General Manager and ensure that I receive the necessary assistance to obtain the refund for a parcel that Fastway has officially declared lost.

Tracking number: D***