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A simple communication routine for assigned jobs, changing arrival estimates, delivery tracking and handover.
Send the right update at the right stage
When an order is submitted, confirm the booking reference and explain any outstanding payment or review. Once assignment is confirmed, tell the customer which vehicle and driver are expected using the information available in the booking. Do not describe an unassigned request as 'the truck is coming'.
Agree who should receive updates: the paying customer, pickup contact, receiver or more than one of them. Use the channels and permissions available to you. Avoid sending a stream of repetitive messages that makes it difficult to find the important reference, pickup instructions or change in plan.
Use the tracking view as a working tool
Open the active booking in CargoMov Agent and use its tracking view, including the full-screen map where available. Read the trip status as well as the location. A vehicle near the pickup does not automatically mean loading has finished; a vehicle near the receiver does not prove a handover is complete.
Location updates can be affected by signal, permissions or device availability. If an update looks old, check the available timestamp and contact the driver safely through the supported channel. Do not turn a stale location into a claim that the driver has abandoned the job.
Share tracking carefully
Use the booking's share-tracking action when available and send the link to the relevant customer or receiver. Explain what it is for and keep the booking reference in the message. Do not paste customer phone numbers, payment details or identity documents into a public group.
If a link does not open, verify that you copied the correct one and ask the recipient what they see. Contact support with the booking reference if necessary. Sharing tracking is not the same as sharing your Agent login; passwords and account access should remain private.
Handle delays with facts and a next update
A useful message says what is known, what the effect may be and when you will check again. For example: 'The driver reports a delay at the loading gate. Pickup is not complete yet. I will update you after the warehouse confirms access.' This is an example message, not a live CargoMov incident.
Do not invent a new arrival time to reassure the customer. Check whether goods are ready, whether the receiver is available and whether an alternative arrangement needs approval. Use the location checklist to prevent recurring gate or contact problems.
Finish with confirmation rather than silence
After the handover, follow the booking's delivery confirmation process and check whether the customer reports an issue. Keep any relevant evidence through the approved workflow. Do not post photos containing private household details or personal documents just to demonstrate that the delivery happened.
Close the communication loop with the job reference and available receipt. If payment or commission remains pending, explain that separately from the physical delivery. Use the account statement guide to reconcile the financial outcome instead of assuming every completed trip has already been settled.
Topics covered
Frequently asked questions
Is the arrival time on a tracking screen guaranteed?
No. Treat it as an estimate that may change with traffic, loading, access or the availability of location updates.
Should I share my Agent login so a customer can track?
No. Use the booking's supported tracking-sharing action. Keep your account credentials private.
Ready to help customers book deliveries?
Use CargoMov to plan a cargo booking, review available pricing options and follow the delivery. Agent access and Driver access are subject to the relevant account approval.