Customer Tracking Portal

Article information

Audience: Operations, Customer Service, shipper/consignee customers
Estimated time: ~3 minutes to select the right article; setup time is covered in the detail article.
Outcome: Users know how to give customers visibility into shipment tracking while maintaining control over access rights and published content.

The Customer Portal reduces inbound calls and emails about shipment status, particularly for sea shipments with multiple milestones such as booking confirmed, gate-in, loaded, ETA changed, arrived, and delivered.

Mẹo

Quick checkpoint: Before sending a portal invite to a customer, always test using the customer's account or a sample portal account to confirm the customer can only see their own shipments.

Common scenarios

Situation

How to handle

Customer cannot see their shipment.

Check the partner linked to the portal user and verify the customer or follower assignment on the shipment.

Customer sees incomplete updates.

Check that tracking events have been updated and published to the portal by Operations.

Customer needs documents.

The tracking portal does not replace the process for sending HBLs, MBLs, Arrival Notices, or invoices.