Why is a Phone Number Required?
Last updated October 20, 2025
Carriers require a phone number to help ensure packages are delivered to the correct address. Having a phone number allows delivery drivers or carrier support teams to contact the recipient if there are any issues locating the delivery address or completing the delivery.
🛒 Collecting the Customer’s Phone Number
Merchants can request the customer’s phone number during the checkout process.
If a phone number is provided, Parsel automatically passes it along to the carrier when the shipping label is purchased.
☎️ Setting a Fallback Number
If you prefer not to collect customer phone numbers - or if a customer chooses not to provide one - you can set a fallback phone number instead. This fallback number will be used on all shipments where no customer number is available. The carrier will use this contact number to help ensure a proper delivery, adding an unmonitored number will result in a rise of failed to deliver and return to sender shipments.
This number can be:
- Your business phone number
- A customer support or help desk number
🔧 How to Set a Fallback Number
- Go to Settings in your Parsel dashboard.
- Click Orders.
- Add your Fallback Phone Number in the provided field.
- Click Enable to activate it.
Once enabled, Parsel will automatically use your fallback number whenever a customer phone number is not available.