Gifted | How to find the RM Tracking number (when Gifted are fulfilling)

Gifted | How to find the RM Tracking number (when Gifted are fulfilling)

⏱️ Estimated time: 2 minutes
👤 Role: Reception Staff, Guest Services Teams, Reservations Teams

What You'll Learn

  1. Which delivery services provide tracking information within Gifted.
  2. How to locate tracking numbers for dispatched voucher orders.
  3. How to investigate a delivery's status using Royal Mail tracking.
  4. What to do when multiple parcels have been dispatched for a single order.

When Should I Use This?

Use this guide when a customer contacts your property to enquire about the status of a physical voucher delivery, requests a tracking number, or reports that their voucher has not yet arrived.

This process allows you to quickly locate delivery information and provide customers with accurate updates on their order.

Before You Start

  1. Ensure you have access to the Gifted platform and permission to view orders.
  2. Have at least one piece of customer information available, such as the order number, customer name, email address, or voucher reference.
  3. Confirm that the order has already been dispatched, as tracking information is only available after fulfilment has been completed.

Understanding Which Deliveries Have Tracking

When Gifted manages fulfilment on behalf of your property, tracking information is recorded within Gifted for eligible delivery services once the order has been dispatched.

Tracking Available

Tracking numbers will be available for:
  1. Royal Mail Tracked 24
  2. Royal Mail Tracked 48
  3. Royal Mail Special Delivery
Additionally, Royal Mail may not provide tracking updates for certain lightweight items, even when delivery services include limited tracking functionality.

Important Information

If an order contains multiple items that have been dispatched separately, more than one tracking number may be displayed against the order.
Always review all dispatched items before providing tracking information to the customer.

Step-by-Step

1. Locate the Order

  1. Log in to your Gifted platform.
  2. Select Find an Order.
  3. Search using any available order information, such as:
  4. Order number
  5. Customer name
  6. Email address
  7. Voucher reference

2. Check the Order Status

  1. Open the relevant order.
  2. Review the order progress displayed at the top of the page.
  3. Tracking information will only be available once the order status shows Dispatched.

3. View the Tracking Information

Click 'Track Item'
This links directly to the Royal Mail tracking page

4. Investigate the Delivery Status

Use the tracking information to review the parcel's progress.

Troubleshooting

No Track Item button is displayed
  1. ​This is usually because the order has not yet reached the Dispatched status.
Multiple Tracking Numbers Are Displayed
  1. This indicates that the order was dispatched in separate parcels.
  2. Review each tracking number individually to determine the status of all items included in the customer's order.

Best Practice

  1. Always verify that the order status is Dispatched before investigating tracking.
  2. Check for multiple tracking numbers when an order contains several physical items.
  3. Use the Royal Mail tracking information before raising a delivery enquiry with Support.
  4. Provide customers with tracking numbers whenever possible so they can monitor deliveries independently.
  5. If a parcel appears delayed or stalled in transit, gather the tracking information before contacting the Support team for assistance.

    • Related Articles

    • Gifted | Managing Voucher Fulfilment

      ⏱️ Estimated time: 4 minutes ? Role: Reception Staff, Finance Teams What you'll learn How postal delivery fees are structured and split between your property and Gifted. How to manage and adjust your property's custom Base Cost revenue. What ...

    • Gifted | Who does the fulfilment of postal orders?

      ⏱ Estimated time: 2 minutes ? Role: General Managers, Finance Teams, Marketing Teams What you'll learn The difference between self-fulfilment and Gifted-managed fulfilment. How Gifted handles the logistics, stock, and shipping of physical vouchers. ...

    • Gifted | Sending stock to our Fulfilment Centre

      ⏱ Estimated time: 2 minutes ? Role: Marketing Teams, Operations Managers, Reception Staff What you'll learn Where to ship your physical voucher stationery. How to correctly label and document your stock deliveries. How to notify the team to prevent ...

    • Gifted | How to print a voucher

      ⏱ Estimated time: 3 minutes ? Role: Reception Staff, Reservation Teams What you'll learn How to find an existing order and download the voucher file. How to choose between standard A4 printing and branded overprint stock. How to handle a fresh ...

    • Gifted | What to do if a customer has placed a postal order but doesn't want it delivered until next week? (If Gifted are fulfilling)

      If we are fulfilling for you, then we unfortunately can’t delay the posting of orders due to the busy nature of our fulfilment team. It is also worth noting that we recommend Special Delivery over 1st Class for any orders that need to arrive by a ...