If you want to give your delivery recipients the option to contact you directly for help with their delivery, you can add customer service contact details to your account.
These details will then be visible by clicking the tracking link included in recipient notifications.
How to add contact details
Go to Settings > Team settings
Add a phone number or email to > Contact information
These details will be publicly visible to your customers via the tracking link they receive in their SMS/email recipient notifications
Contact details visible to delivery recipients
SMS/email recipient notifications contain a tracking link
Clicking this tracking link takes the recipient to a delivery tracking page
On this page recipients can see the phone number/email provided as Team contact information and a range of other useful information about their delivery.
How recipients can see status updates on their tracking link
Proof of custody status updates are available on Premium and Expert plans.
Proof of custody time stamps are collected when a package has a barcode, and that barcode is then scanned:
When a Driver adds that stop to a route
When a Driver scans that package to load it onto their vehicle
When a Driver scans that package to attempt delivery
You can view proof of custody time stamps on the Dispatcher Dashboard by clicking on a stop, and recipients can view proof of custody time stamps by clicking the tracking link in their recipient notification.
Proof of custody time stamps/status updates
Action | Dispatchers see | Recipients see |
The package barcode is scanned to add that stop to a route | Stop assigned | Delivery scheduled |
The package barcode is scanned to load that package into a vehicle | Loaded into vehicle | Packages loaded into vehicle |
The driver starts the route | n/a | Out for delivery |
The package barcode is scanned when attempting delivery | Delivery successful/Delivery failed with failure reason | Delivery successful/failed with failure reason |
Click here to learn more about barcode scanning.
Read next...
Click here to find out how to set up recipient notifications.
Got a question?
Contact your account manager, start a live chat, or email [email protected]