Customer Portal – Online Order Tracking Page for Customers

Route4Me’s Customer Portal for package tracking enables you to offer track & trace possibilities to your customers. On the Customer Portal, customers can track shipments, order statuses, delivery dates, tracking updates, and more. As your customers are able to look up orders and packages on your branded tracking page, you’ll be one step closer to self-service customer support and automated customer service.

With Route4Me’s Customer Portal, you can effortlessly enable your customers to track the status of their orders on their own without you having to waste a lot of valuable resources on doing all this work manually. You can also enable automated delivery notifications and tracking alerts.

When using the Route4Me Customer Portal, your customers will benefit from a similar package tracking experience as they would if using USPS tracking, UPS tracking, or FedEx tracking. The only thing they need to do in order to find out the transit status of their parcels is to insert their package tracking number on the order tracking portal. No more “Where is my package?” calls to customer service.

 

How Customers Can Access the Order Tracking Page

Customers can access the Order Tracking Page using the Track Your Driver page. On the Tracking Page, they can use their unique tracking number or package tracking ID to see their order status. To do so, input the tracking number or package tracking code into the corresponding field and click on the Continue button.

On the Customer Portal or customer order tracking page customers can track their order status.

 

After inputting the tracking code, the customer will be automatically prompted to the customized Order Tracking Page, where they can see the status of their order, driver location on the package tracking map, and more.

Save time and team resources - provide self-service to customers to track their order status.

 

You can send customers their parcel tracking number via customizable SMS messages or using custom template email order notifications for delivery alerts. Moreover, you can use Notifications Placeholders to automatically insert the order tracking page link and unique customer order number into the SMS and email notifications.Use placeholders to send SMS notifications with order number and link to the tracking page.

 

How to Check How Customers See Their Order

To check how an order is viewed by the corresponding customer on the Order Tracking Page, click on the order number of the associated route stop in its Stop Manifest in the Route Editor. Then, you will be automatically prompted to the customer’s order tracking details and shipment status on the Order Tracking Page.

Check how customers see their order on the tracking page using order number in the Route Editor.

 

How to Customize the Order Tracking Page

You can personalize and rebrand how your Order Tracking Page looks and how your customers interact with it. To customize your Order Tracking Page, go to Notification Settings from the navigation menu.

Go to Notifications from the navigation menu to adjust the customer order tracking page settings.

 

How to Upload the Main Logo to the Package Tracking Page

To rebrand the tracking page, you can upload your company logo or any other preferred branding imagery. To upload your logo, go to Main Logo in the Notifications Settings and then insert the URL to your image file into the corresponding field. Once your URL is added, your image will be displayed at the top of the Order Manifest or Order Status window.

Upload your company logo to personalize how customers see your customer order tracking page.

 

How to Upload Custom Location & Driver Icons to the Tracking Page

You can customize how your drivers and customers are represented on the map of the Tracking Page. To upload custom icons for your driver and customer locations, go to Icons in the notification settings and then inset the URLs to your icons into the corresponding fields. You can have a different icon for customer location before and after they are marked as visited.

After the icon image URLs are added, you can preview them. To adjust the icons’ placement on the Tracking Page map, use the Icon Width and Icon Anchor fields or move the pin over the icons in the Preview. If you want to leave default Route4Me icons, please do not remove or edit the default URLs in the corresponding fields.

Upload personalized icons to represent customer location and your driver on the tracking page map.

 

On the Order Tracking Page, customers will see their location and the location of the driver (based on the specified settings) as the corresponding icons on the package tracking map.

Customers can see their location and driver's live location on the customer order tracking page map.

 

How to Change the Map Type on the Package Tracking Page

For more convenience, you can select the preferred package tracking map view or map type for your Tracking Page. To select a map type, go to Map Information in the Notifications Settings. To use the grayscale map view for your Tracking Page, select Grayscale in the Map Color list.

Adjust the map view settings for the customer order tracking page to the grayscale map type.

 

To use the default package tracking map view for your Tracking Page, select Default in the Map Color list.

Change the map view settings for the customer order tracking page to the default map type.

 

Time to Arrival to Show a Driver on Map

For your business’ and customer’s security, you can specify the time when customers should be able to see your driver on the map. Depending on your business model, you may want to avoid customers seeing your driver moving on the map and stopping at different locations, or you may want your customers to see your driver right from the route’s start.

To adjust the driver visibility time, go to Advanced in the Notifications Settings and specify the preferred time in the Time to Arrival to Show a Driver on Map field. For example, if you specify 5 minutes, your customers will be able to see the driver only when the driver is within a 5 minutes drive from their location.

Customers will see the driver on the tracking page map when the ETA reaches this timeframe.

 

Switch Between Planned ETA and Predicted ETA

To enable you to give your customers the most accurate ETAs and make sure you are always on the same page, you can choose between displaying Planned ETA and Predicted ETA on the Tracking Page.

To switch between displaying the Planned ETA and Predicted ETA on the Tracking Page, use the “tracking_page_eta_source” advanced configuration. To add this configuration to your account, use Route4Me’s Advanced Configuration Editor that allows you to add custom account configurations.

Configuration KeyDisplay Planned ETA ValueDisplay Predicted ETA Value
tracking_page_eta_source12

Use Route4Me's Advanced Configuration Editor to add Predicted Arrival Time to the Tracking Page.

NOTE: To enable the Advanced Configuration Editor for your account, please contact the Route4Me Support Team.

 

The Planned ETA is the time when the assigned driver is expected to arrive at the given route stop based on the planned system estimation. By default, the Tracking Page displays the Planned ETA.

Planned ETA is the time a driver will arrive at the given route stop based on system calculation.

 

The Predicted ETA is the dynamic estimated arrival time the driver is expected to arrive at the given route stop based on the time of the previously visited stop. The Predicted ETA of a given stop is changed dynamically based on the time its previous stop was Marked as Visited or Geofence Detected as Visited and the distance from the previous stop to the given stop. Thus, the Planned ETA and Predicted ETA of the same route stop can be different based on the dynamic route progression.

Predicted ETA is the dynamic time a driver will arrive at the stop based on previously visited stops.

 

ETA Padding – Arrival Time Window

The ETA padding allows you to specify the customer visitation time window, which allows your drivers to properly service all stops without unnecessary stress and give your customers more realistic delivery ETAs. To adjust the ETA padding, go to Advanced in the Notifications Settings and specify the referred padding in the ETA Padding field.

For example, if you specify 30 minutes of ETA Padding, the visitation time window will start 15 minutes earlier than the original ETA and end 15 minutes later than the original ETA.

ETA padding - time window within which the driver is expected to arrive at customer's location.

 

The Gallery allows you to show on the Tracking Page the images and note data that were added to the given route stop from Route4Me’s mobile apps or Web Platform. For example, you can attach proof of delivery (POD) images to a given route stop, and the associated customer will be able to access the attached POD from the Tracking Page when checking their order.

To enable the Gallery for the Tracking Page, go to Gallery in the Notifications Settings, check the Enable Gallery box and then select the preferred option:

  • All images: The Gallery will show all images attached to all notes that were added to the given route stop.
  • First image: The Gallery will show only the first image of all images attached to all notes that were added to the given route stop.
  • Last image: The Gallery will show only the last image of all images attached to all notes that were added to the given route stop.

Enable gallery and note details to show attached note images on the customer order tracking page.

 

Images can be attached to notes that are added to route stops from Route4Me’s mobile iOS and Android Route Planner apps, as well as Route4Me’s Web Platform.

Images and text attached to notes from mobile apps and Web are displayed in tracking page gallery.

 

You can also display the text and images that were attached to notes on the Tracking Page Gallery. To do so, go to Gallery in the Notifications Settings, check the Enable gallery box, select the preferred option and then check the Display All option in the Note Details field.

See the text attached to route notes from mobile apps and Web in the order tracking page gallery.

 

Show Assigned Driver Details on the Package Tracking Page

You can show the driver details to customers on the Tracking Page so that the customer can see who will be completing their order and contact the driver for additional details if needed. The details of the assigned driver are displayed in the Driver section on the Tracking Page. The driver details become available on the Tracking Page when the associated driver enters the geofence set around the customer’s address or marks this address as visited.

Phone number and name of the driver assigned to the route are displayed on the tracking page.

 

Preparing Order Status on the Package Tracking Page

There are three order statuses displaying on the Customer Portal that change depending on the assigned driver’s location. The Preparing order status is displayed when the planned route hasn’t started.

Preparing order status indicates that the assigned driver is not close to the customer's location.

 

On Its Way Order Status on the Package Tracking Page

The On Its Way order status is displayed when the assigned driver enters the geofence set around the customer’s location.

On its way order status indicates that assigned driver entered geofence around customer's location.

 

Done Order Status on the Package Tracking Page

The Done order status is displayed when the assigned driver has marked the customer’s address as visited using the iOS or Android route planner app.

Done order status - the assigned driver completed the order and marked the address as visited.

 

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About Route4Me

Route4Me has over 34,000 customers globally. Route4Me's Android and iPhone mobile apps have been downloaded over 2 million times since 2009. Extremely easy-to-use, Route4Me's apps create optimized routes, synchronize routes to mobile devices, enable communication with drivers and customers, offer turn-by-turn directions, delivery confirmation, and more. Behind the scenes, Route4Me's operational optimization platform combines high-performance algorithms with data science, machine learning, and big data to plan, optimize, and analyze routes of almost any size in real-time.