Logistics & delivery
PostNL customer service integration with Cuego
Track & trace, delivery status and returns right next to your AI and your team.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
PostNL is a carrier and shipping partner: it delivers your orders to the customer and handles returns. Like other carriers such as DHL or DPD, it all comes down to one thing the customer wants to know: where is my package and when will it arrive?
With the PostNL connection, Cuego automatically pulls in shipment and track & trace data. When a customer asks about their order, Cuego looks up the live delivery status and answers right away, including the expected delivery date. For a return, Cuego or your team prepares a return label in a few clicks. No switching tabs, no copying track & trace codes.
The context that comes with it
This information already exists somewhere
Cuego doesn't copy your system. This data comes in the moment a customer gets in touch about it, and moves back into the background afterwards.
Shipment details per order, including barcode and track & trace link
Live delivery status (registered, in transit, out for delivery, delivered, failed)
Expected delivery date and time window
Delivery location: home, neighbour or PostNL point
Return status and generated return labels
Status updates and context on delays or failed deliveries
The integration in motion
1. The question comes in
Cuego only knows what the message says
A customer gets in touch. At that point Cuego knows nothing beyond what the message says: a name, an address and a question. Everything that makes the answer complete still sits in PostNL.
My PostNL package wasn't delivered
Questions that answer themselves
With that data in place, nobody has to go looking. This is what can happen next.
Where is my package?
Cuego links the question to the right shipment, reads the live PostNL status and replies with the status and expected delivery date, without the customer having to look up a track & trace code.
My package is delayed or wasn't delivered
On a failed or delayed delivery Cuego sees the PostNL status and explains what's happening: redelivery, left with a neighbour or available at a PostNL point, including the right pickup location.
I want to return my order
Cuego or your team generates a PostNL return label right away and sends it to the customer, with instructions on where to drop off the package. No manually requesting a label in another system.
When will my order be delivered?
Cuego pulls the expected delivery window from PostNL and gives the customer a concrete answer instead of a vague 'within a few days'.
How it works
How to connect PostNL
In Cuego go to Settings, Integrations and choose PostNL. Enter your PostNL API credentials (customer number and API key) and authorise the connection. From then on Cuego automatically retrieves shipment and delivery statuses and links them to your orders, so Cuego and your team can work with them straight away.
FAQ
Frequently asked questions
Yes. As long as the shipment goes through PostNL, Cuego pulls in the available status updates, including shipments abroad. The level of detail depends on what PostNL provides for that destination.
See also
Keep exploring
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