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Tracking shipments

Tracking is where you follow shipments that your carrier has approved. Drafts and orders still waiting for approval are not listed here, because there is nothing to track until an order is approved — you find those in Orders.

The tracking list​

Each row shows the Shipment ID, the shipment Type, the Pickup & Delivery addresses, the Order Status, the trip Status and the ETA.

  • Status — filter the list to shipments that are Unassigned, Dispatched, On Route or Complete. You can pick more than one.
  • Shipment type — show only the shipment types you tick.
  • Search — use the search box in the top bar.
  • Export — tick shipments and select Export to download them as a spreadsheet.

Each row has two buttons: Track Live opens the tracking view in its own tab, and View Details opens the order in Orders. The row menu also offers Cancel Order while the order can still be cancelled — see Cancel an order.

The tracking view​

The tracking view follows one package on the order. Track Live opens it on the order's first package. It shows:

  • Header — the order number and item, and whether a driver has been assigned (On Route) or not yet (Awaiting Driver).
  • Map — the package's pickup (1) and delivery (2), with the planned route between them.
  • Shipment Timeline — the events so far, such as the order being created and approved, a driver being assigned, stops being confirmed, and the order being completed. Open the view again later to see newer events.
  • Package Information — the item, its weight and dimensions, and its pickup and delivery.
  • Driver — whether a driver is currently assigned.
  • Need Help? — where you report a problem with this shipment to your carrier (see below).
The map shows the plan, not a live position

The map draws the route the shipment is planned to take. It does not show the driver's current location. Use the timeline and the trip status to see how far the shipment has progressed.

Coming soon

Separately from this portal, your carrier will soon be able to email you a link for one order that opens without a sign-in and shows that order's stops on a map. If you receive one, it is a different page from this one, and what it shows about the vehicle depends on what your carrier chooses to share.

Track one package from an order​

When an order has several packages, you can follow a specific one. Open the order, go to Package Details, and select View & Track on the package. View & Track becomes available once a driver has been assigned to that package's stop.

An order submitted without any items has nothing to follow, so its tracking view says there are no packages to track yet.

Report a problem with a shipment​

  1. In the tracking view, select Report an Issue under Need Help?.
  2. Describe what is wrong.
  3. Select Send report.

Your report goes straight into your support chat with your carrier, with the shipment attached, so the team handling it sees which shipment you mean. Replies appear in Support.

Need Help? may also show a Contact Support email button or a phone number. Report an Issue is the way to reach your carrier about a specific shipment.

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