UK faq - ontruck/FAQ-SA GitHub Wiki
Can I invite my teammates to use Ontruck?
Yes. In "Your account", select "Settings". There, you can invite your teammates. Once they registered through the link they received by email, you and them will access to all shipments done by users of your company.
Can I edit or delete a contact address? (phone, address, etc.)
Yes. In "Your account", select "Contacts". There, you can edit or delete the information of any contact you have.
Can I add or edit the internal reference of my shipments?
Yes. Click on the shipment you want to edit. In the section "More options" you can either "Add your internal reference for this shipment" or edit the current one. Make sure to save it once it is finished.
Can I add a note visible to the carrier?
Yes. Once the shipment information is completed, when you click on Continue, an order summary will appear. In the section "More options" click on "Special requirements" to add comments for the carrier. Here are some examples of situations that should be indicated to the carrier:
- Fixed appointment for loading or unloading
- Lunch or closing hours
- Printed documentation needed
- Specific vehicle needed or vehicle access restrictions
Can I quote special packages?
Yes. When you are creating a shipment, in the field "Pallet type", select "Custom" and input the size of your merchandise. Before confirming the shipment, do not hesitate to describe the merchandise type in the "Comments" field.
How can I cancel a shipment and how much does it cost?
You can cancel your load on the web, without extra cost, as long as there is no carrier assigned. Otherwise, write to [email protected], indicating the reference and the reason. Depending on your shipment status, we will charge you the following costs:
| Status | Cost |
|---|---|
| Vehicle at collection point | 40% |
| Vehicle loaded | 70% |
| Vehicle at delivery point | 100% |
How much does a standstill cost?
In case of potential standstill we will contact you to try to avoid it or limit its length. If a standstill eventually occurs, then we will charge you the following costs:
| Merchandise | Load/Unload time | Cost per hour |
|---|---|---|
| 1-4 standard pallets (or up to 1200 Kg) | 30 min | £20 + VAT |
| 5-10 standard pallets (or up to 2500 Kg) | 45 min | £25 + VAT |
| 11-16 standard pallets (or up to 12000 Kg) | 60 min | £30 + VAT |
| 17-26 standard pallets (or up to 26000 Kg) | 120 min | £35 + VAT |
Where can I find the terms and conditions about cancellations, standstills or extra costs?
You can find our terms and conditions in the following link.
What is the process to make a claim for an extra cost?
In case of cost modifications, our team will inform you by email. Just reply if you have some questions or want to make a claim.