Help and instructions

Customer Portal Guide

Everything you need to use your Caribou account.

Sign in, verify and reset your password

Open Sign in and enter your email address, Customer ID or mobile number with your password.
First time, or no password yet? Enter your email address or mobile number and press Sign in. We send a one-time code to your email and mobile number. Enter the code, choose a password and you are signed in.
New account not verified yet? Sign in with the password you chose. We offer to send a verification code to your email. If your account has no email address, we send it by SMS to your mobile number. Enter the code and your account is activated straight away.
Forgot your password? Open Reset password, enter your email, Customer ID or mobile number, then enter the code we send and choose a new password.
Codes expire after 10 minutes. If a code does not arrive, wait a moment and request a new one.
Not registered yet? Create an account. Your mobile number is required and your email address is optional. If we already have an account for your email or mobile number, we send you a code to confirm it is yours and give you access to that account instead of creating a duplicate.
Never share your password or a verification code with anyone, including Caribou staff.

Sign in. Your dashboard shows all your items grouped by stage: In South Africa, In transit, In Lusaka, Invoiced, Ready for collection and Collected. Select a stage to see only those items.
Open an item's History to see each step, with the date and place.
To look up one item, open Track item and search using a Caribou number, supplier tracking number, supplier invoice number or request reference.
Always include your Customer ID on parcels sent to the Caribou Johannesburg warehouse so they are linked to your account.

Open Settings. If your email address or mobile number is wrong or has changed, use Contact details.
Enter the new email address or new Zambian mobile number and press Send code. We send a one-time code to the new email or number.
Enter the code to confirm. Your details change only after the code is entered correctly. We also let your previous email or number know that it changed.
An email address or mobile number that already belongs to another account cannot be used. Caribou staff email addresses cannot be used on a customer account. Contact Customer Care if you need help.
You can also add your identity details (NRC, passport, driver's licence or other) in Settings. These help us confirm your identity when you collect items.
To correct your name or anything else you cannot change yourself, contact Customer Care.

Open Settings to choose email and SMS notifications. Both are on by default.
Add delivery addresses and mark the address you normally use as the default.
Choose your preferred Caribou collection point.
You may change notifications for an individual parcel without changing your account default.
Customer Care may send an individual parcel update by email and SMS. It identifies the CC tracking number, description and current location or collection status; when space permits, the SMS also includes the customer portal sign-in link.
A ready-for-collection message confirms that your item is ready but does not quote the amount payable. Use only the issued invoice or amount confirmed through an authorised Caribou channel.

Use RSA collections to request collection from a South African supplier and approve or decline the quotation.
Use Assisted shopping to submit a product link, review the complete quotation, accept or decline it, and upload JPEG, PNG or PDF proof when an upfront payment is required.
Pay only against an issued invoice available to your account. Online checkout supports the outstanding balance by mobile money or card when configured.
Keep the payment reference until verification is complete. Do not start another payment while an earlier attempt is awaiting verification, and do not treat a closed checkout as a successful payment.

Open Documents to download invoices and payment receipts linked to your account.
Caribou may also send a PDF by email or SMS. SMS links are personal and expire after 30 days.
If the email address or mobile number we hold is wrong, correct it yourself under Settings › Contact details. Do not forward a secure document link.

If an item is missing or incorrect, provide Customer Care with your Customer ID and the Caribou or supplier tracking number.

Customer Care
Email: info@caribouzm.com
Phone: +260977312268

We are continuously improving your experience, and we welcome your concerns, questions and suggestions.