What the emails and texts you get mean
Every email and text the portal and your courier send about orders, invoices and your account, when each one goes out and which ones you can switch off.
On this page
Your courier sends emails, and for many updates texts, as an order moves along. The wording is your courier's own, so it can differ a little from what is listed here; the moments are the same. You choose what reaches you on My profile under Notifications (see Profile and password).
Order updates
| You get | When |
|---|---|
| Order placed | An order is placed (portal, your courier, import or API), not drafts |
| Order approved / Order not approved | Your courier approves or declines an order that was waiting for approval. A decline always reaches you and gives the reason. |
| Driver assigned | A driver is assigned to the order |
| Order edited | Someone changes what you see on a placed order (addresses, packages, dates, contacts) |
| Order picked up | The driver completes the pickup |
| Out for delivery | The driver leaves for the delivery address |
| Delivery time changed | The expected delivery time moves by a set amount (30 minutes unless your courier changed it) or more on an order in progress |
| Driver arriving soon | The driver is a few minutes or stops away from the delivery address |
| Delivery reminder | The day before and / or the morning of the planned delivery day |
| Order delivered | The driver completes the delivery |
| Delivery attempt failed / Pickup attempt failed | The driver could not deliver or could not collect |
| New delivery attempt | Your courier schedules another attempt after a failed one. Always sent. |
| Returned to sender | The order goes back to the sender or is returned |
| Proof of delivery sent | Your courier sends the proof of delivery (PDF attached). Always sent. |
| Order cancelled | The order is cancelled |
| Daily order summary | Once a day, only if you chose One daily summary |
The delivery contact and the pickup contact on an order can get some of these too, so the person receiving the parcel is told when it is on its way.
Invoices and payments
| You get | When |
|---|---|
| Invoice sent | Your courier sends an invoice or the billing cycle issues one. Always sent. |
| Invoice due soon and Invoice overdue reminders | Before and after the due date, as your courier set them up. When several invoices reach a reminder on the same day, you may get one Payment reminder for all of them. |
| Invoice overdue | An invoice passes its due date unpaid |
| Payment receipt | A payment is recorded, or you pay in the portal |
| Invoice paid by customer / Invoice marked as paid | A card payment pays an invoice in full, or your courier records a payment or credit that settles it |
| Invoice voided | Your courier voids an invoice |
| Account statement | Your courier emails you a statement. Always sent. |
| Credit note issued | Your courier issues a credit note (PDF attached). Always sent. |
| Auto-pay: card declined / Auto-pay: stopped retrying | Auto-pay could not charge your saved card, or gave up after the last retry |
| Payment needed for an order | You are a prepaid customer and an order waits until it is paid. Always sent. |
Account emails
These always arrive: Portal invitation, Portal password reset code, Tracking link shared and Order document emailed (what you send to someone from the portal), and Reply to a reported problem when your courier answers a request you sent. If your repeating orders could not create some orders, your company address also gets Repeating orders not created.
Choose what you get
On My profile, Notifications:
- How: Email and Text messages. Texts go to your mobile number. Reply STOP to any text to end them.
- About: Order updates, Invoices and payments, and Every order of your company if you want colleagues' orders too.
- Which order updates: The company's usual updates, or Only the ones I pick.
- How often (email): An email per update, or One daily summary. Texts still go out as they happen.
Related articles
- Page guideProfile and passwordThe My profile page (your details, notifications, what you can do, your privacy) and the Change password page of the portal.
- How-toSign in and manage your accountOpen your courier's customer portal, reset a forgotten password, accept an invitation and choose which updates you get.
- How-toTrack your ordersSee what is on the way on your Overview, follow an order step by step, download proof of delivery and share a tracking link with the receiver.
- How-toPay invoicesSee what you owe, pay one or several invoices by card, download receipts and statements, and let saved cards pay invoices on their due date.
- How-toInvite colleagues and set what they can doGive people at your company their own portal login and choose whether they can place orders, see or pay invoices, manage addresses and see colleagues.
Still stuck?
Ask your courier company: they can see your account. Or tell us what you were trying to do.