When a customer receives a tracking link via email, SMS, or WhatsApp, they can open it at any time to check the status of their delivery. The tracking page updates based on the current status of the stop, and you can choose what information is displayed. Below is a complete overview of what they can see at each stage.
When the delivery is scheduled
The tracking page shows the planned delivery date and an estimated arrival time window. A map displays the stop location, and the current status appears as a colored label at the top.
When the driver is on the way
Once the driver starts the route, the tracking page updates in real time:
The live estimated time of arrival (ETA) is displayed
The driver’s current location appears on the map
Customers can see the number of remaining stops before theirs
Customers can send instructions to the driver if this feature is enabled
After a completed delivery
Once the driver marks the stop as completed, the tracking page shows proof of delivery:
Photos taken by the driver at the stop
Customer signature (if captured)
The location where the report was submitted
The exact completion timestamp
Any additional custom fields you have configured
A satisfaction survey will also appear if the survey feature is enabled in your project settings.
After a canceled delivery
If the driver cancels the stop, the tracking page shows when and where the stop was canceled, the reason for cancellation, any photos taken at that moment, and any other fields you have configured.
Configurable fields
Your operations team controls which of the above elements are visible to customers. Fields such as the driver’s location, phone number, messaging field, satisfaction survey, and POD photos can be enabled or disabled in the Customer App settings within the Planner.