Access to NZ Post for Business is provided through a secure invitation process.

To get started:

1. Open the invitation email sent by your organisation’s Delegated Administrator
2. Click the secure access link in the email
3. Verify your identity using the verification answer provided to you by your Delegated Administrator
4. Accept the terms and conditions
5. Log in to the portal

You must complete this process before you can access the portal.

No.

For security reasons, the NZ Post for Business portal cannot be accessed directly until you have activated your access using the secure invitation email.

Yes.

If you already have an NZ Post login for another NZ Post service, you can reuse it, but only once you’ve completed the secure invitation and identity verification process.

Logging in without first using the secure invitation link will not grant access.

Yes.

If you are a first time NZ Post for Business Portal user, please make sure you are logged out of all other NZ Post services before using the secure invitation link and completing verification.

Being logged into another NZ Post service at the same time can prevent the verification process from completing successfully.

Once your access is activated, you’ll be able to log in normally going forward.

Before logging in for the first time, you should confirm that:

• You used the secure access link from your invitation email
• You completed your identity verification question and answer correctly
• You accepted the terms and conditions
• You are using the same email address with which you received the invitation
• You are logged out of all other NZ Post services

If you’re still unable to access the portal, contact your organisation’s Delegated Administrator.

Detailed tracking information is available by selecting an individual parcel within the portal. 

Photo on Delivery provides visual confirmation that a parcel has been delivered.

Where available, the photo will appear within the detailed tracking information for the relevant parcel.

Photos are shown only where a photo has been captured at delivery. Not all deliveries will include one. 

A case is an enquiry raised against a specific parcel to help us investigate and resolve an issue. The portal automatically captures your contact details, organisation, and tracking information.

When creating a case, you’ll be asked to provide:

• The product category
• The reason for your enquiry
• A description of the issue

Adding a subject line or company reference is optional.

Cases are created directly from an individual parcel:

1. Select the parcel tracking number you want to enquire about
2. Select the “Parcel Actions” tab
3. Choose “Create Case”

This ensures your case is linked to the correct parcel and tracking details.

Before raising a case, we recommend checking:

• The parcel’s most recent tracking updates
• Whether the parcel is still within its expected delivery timeframe
• Any next steps already indicated in tracking

In many situations, tracking will provide the information you need without requiring a case.

You can raise a case when:

1. The parcel is outside the agreed SLA timelines
2. No tracking updates for an unusual length of time
3. The parcel is marked as delivered, but you believe it is not received
4. Repeated failed deliveries with no resolution
5. The parcel is damaged
6. The parcel is classified as Dangerous Goods or document issues are causing long delays
7. The parcel is delayed but is urgent or requiring processing intervention i.e. address change or return

You generally don’t need to raise a case if the parcel is:

• Still within expected delivery timeframes
• In transit or being processed
• Under border, customs, or regulatory assessment
• Out for delivery on the same day
• Experiencing a short delay (1–2 working days)

In these cases, continuing to monitor tracking is usually sufficient.

Please raise one case type per parcel when using the case creation tool.

The tool is designed to support a 1:1 relationship between a case type and a parcel, allowing each issue to be investigated efficiently.

• If the same parcel has different issue types (for example, damaged and delayed), these can be raised as separate cases against the same parcel
• If you need to raise cases for multiple parcels with different tracking numbers, select each parcel tracking individually and create a case against the relevant parcel.

Please avoid using the free text field to include information about other parcels, as this may delay investigation and resolution.

After creating a case, you’ll receive a standard acknowledgement via email confirming your case number.

At this time, the acknowledgement uses a generic template rather than a personalised version. This does not affect how your case is handled or progressed.