Transport FAQ's
      Back to home
      1. Help Center
      2. Transport FAQ's

      Live Tracking

      This FAQ explains how to receive ETA notifications from CHILL, including required contact info, notification timing, ETA updates, proof of delivery, handling cancellations, and custom branding options.

      Receiving Notifications

      • What do you need to provide CHILL to ensure you receive ETA notifications?
        • An email and contact number must be included in the delivery/pickup address of the booking.
        • Mobile number format : +614XXXXXXXX
      • What are the office contact hours for any order updates?
        • Standard business hours are 9:00 AM to 5:00 PM.
      • Are notifications provided for all orders?
        • Currently, email and SMS notifications are exclusively available for orders directly fulfilled by Chill. Orders managed by our trusted partners (On Forwarders) do not currently receive these notifications.

      Delivery Notifications

      • What time will the notification be sent the day before delivery?
        • Notifications are sent between 6:00 PM and 8:00 PM, after all delivery runs are planned for the next day.
      • Can there be changes in the ETA on the day of delivery?
        • The estimated arrival time (ETA) sent the day before your delivery/pickup is based on the planned schedule within the specified time window of the order. Throughout the day, this ETA is dynamically updated based on the driver's location, remaining stops, and any unforeseen events that may affect the route. This means the actual arrival time may differ from the initial estimate.

      To keep you informed, we'll send a second notification with an updated ETA approximately 60 minutes before the driver is scheduled to arrive. This notification will also include a tracking link so you can monitor the driver's progress in real time.

       

      PTV Live Tracking

      Difference between ETA & Time Window

      ETA - 60min grace on either side of the planned estimated time of arrival

      Time Window - location opening and closing time

      unnamed-1

      • Will the end customer receive a proof of delivery (POD) notification?
        • Yes, a notification is sent after successful delivery/pickup with order details, photos, and the receiver's signature.
      • How to know if the delivery/pickup has been completed at the correct location?
        • The "sign on glass" feature in the app captures the receiver's signature, along with the timestamp and location.
      • Will there be a notification sent out for cancelled orders?
        • Yes, if an email address is included in the booking, the receiver will be notified of cancellations and directed to contact their supplier.
      • Will the customer be notified about the unsuccessful delivery/pickup status?
        • Yes, the client will be notified, and Chill's transport team will contact them with the next steps. The notification also includes contact information for immediate assistance.

      Notification Details

      • What details are included in the notification?
        • Customer business name, order reference, carton/pallet quantity, and delivery/pickup address.
      • When is the live tracking link made available?
        • The tracking link is included in the notification sent 60 minutes before pickup/delivery.
      • What details are available on the live tracking link page?
        • The page dynamically updates with delivery/pickup details, a map of the driver's position, and, after completion, images of the delivery/pickup and signature details.

      Custom Branding

      • Can the notification sent out to customers have specific branding or custom requirements?
        • Yes, notifications can be custom-branded. Contact Arshed (arshed@chill.com.au) or Mathieu (mathieu@chill.com.au) for further assistance.