Track & Trace Customer Portal (Add-on)
Add-on Feature
Track & Trace is an add-on feature that provides customers with a self-service tracking portal to monitor deliveries in real-time, add delivery instructions, and report issues.
The Track & Trace portal gives your customers complete visibility into their deliveries without requiring app downloads or logins. Customers receive tracking links via SMS or email notifications.
Key Customer Features
Real-Time Tracking
- Live order status updates (Planned → Dispatched → In Transit → Delivered)
- Driver location sharing when enabled
- Estimated delivery times with traffic updates
Self-Service Options
- Add delivery instructions (gate codes, floor details)
- Modify delivery preferences
- Request contactless delivery
- Download freight documentation
Issue Reporting
- Report damage or quantity discrepancies
- Photo documentation for quality control
- Immediate notifications to dispatch team
Configuration Settings
Access Track & Trace settings through: Settings → Notifications → Track & Trace Settings
Package Information Display
Control what package details customers can see:
- Package Overview: Show/hide shipment summary
- Package Count: Display number of colli and trade items
- Package Details: Detailed breakdown access
Customer Portal Features
Freight Bill Download
- Allow: Customers can download delivery documentation
- Block: Download functionality disabled
Contactless Delivery
- Allow: Customers can request contactless delivery options
- Block: Standard delivery only
Delivery Time Changes
- Allow: Customers can modify delivery time windows
- Block: Fixed delivery schedules only
Driver Information
Driver Contact Display
- Show: Driver phone number visible to customers for direct communication
- Hide: Driver contact hidden for privacy
Deviation Reporting
Enhanced Reporting
Damage & Quantity Reporting allows customers and drivers to document delivery issues with photo evidence and detailed descriptions for quality control and insurance purposes.
Configuration Options:
- Allow: Enable comprehensive deviation reporting with photos
- Block: Disable advanced reporting features
Interface Enhancements
Stop Details Interface
- Enhanced: Improved UX with additional customer features
- Standard: Basic tracking functionality only
Stop Status Interface
- Enhanced: Advanced status indicators and real-time updates
- Standard: Basic status display
Best Practices
Start with Core Features
Enable basic tracking, package overview, and driver contact display.
Gradually Add Self-Service
Enable delivery instructions, then contactless delivery and time changes based on customer needs.
Enable Reporting Last
Once customers are comfortable with tracking, enable deviation reporting for quality control.
Customer Experience
How Customers Use Track & Trace:
- Receive notification with tracking link via SMS or email
- Click link to access real-time tracking (no login required)
- Add instructions for delivery if needed
- Monitor progress as driver approaches
- Verify delivery and report any issues
- Confirm completion when satisfied
Benefits
For Customers:
- Complete delivery transparency
- Control over delivery experience
- Easy issue reporting
For Dispatchers:
- Reduced support inquiries
- Proactive issue identification
- Improved customer satisfaction
For Drivers:
- Clear delivery instructions
- Reduced failed deliveries
- Better customer communication
Related Documentation
- SMS & Email Notifications - Configure notification triggers
- Customer Management - Set up customer portal access
- For Receivers Guide - Customer perspective on tracking