Customer Delivery Tracking: Cut 'Where Is My Order?' Calls

Stop Taking 'Where Is My Order?' Calls

Every depot knows the call: "Where's my order?" The customer is not angry—just anxious. But each call pulls a controller or driver away from the run, eats minutes, and adds stress to a day that is already tight. Multiply that by a few calls per run and you lose real time.

This article shows you how to give customers a simple tracking link so they can see the van's progress themselves. No login, no app, no back-and-forth. Just a link that shows the stop's status and a rough arrival time when available. The result? Fewer calls, happier customers, and a quieter radio.

How It Works

StopSorted lets your office email a tracking link to a customer (or site contact) for a specific stop. The customer opens the link in any browser—no account, no password. The page shows:

• Your company name
• A masked address (so full details stay private)
• The stop's status in plain language (scheduled, on the way, delivered)
• A rough arrival time when available—updated live from the van's position
• A map pin once the driver is on the way or done

The link is tokenized—meaning only the recipient with the link can see that stop. It expires after 7 days, so it won't linger forever. It's email-only for now (no SMS), but that covers most customer communication today.

Setting Up Tracking Emails

Before you send any emails, make sure the office setting is on. Here's how:

1. Open Settings → Tracking.
2. Enable Allow tracking emails.
3. Optionally, enable Auto-email when stop is completed if you've already created a link with a recipient email.
4. Tap Save Settings.

Sending a Link from a Route

Once tracking is on, sending a link is quick:

1. Go to Routes, pick a phone, and open the run map.
2. Find the stop you want to share. On an open stop, choose Copy tracking link or Email.
3. If you pick Email, enter the recipient's address in the popup and tap Send.
4. After a stop is done, those buttons hide under More to keep the list tidy. Open More if you still need to email that stop. Use Stop GPS to see the pin, time, and proof of delivery when that's on.

The link expires after 7 days. The public page shows only that stop's info—not your full fleet map.

What the Customer Sees vs. What the Office Sees

The customer sees a clean, simple page:

• Status in plain language—scheduled, on the way, delivered
• Rough arrival time when available—this is the same live clock as your run map, calculated from the van's current position, not a morning guess
• Location coordinates only after the stop is en route or completed

Your office sees the full run map, all stops, driver location, and proof of delivery. The customer only sees their own stop. That keeps your fleet's movements private while still giving the customer peace of mind.

Real Scenario: Before and After

Before: Maria runs a furniture delivery route with 12 stops. At 10 a.m., her phone buzzes—a customer from stop 3 calls the depot. The controller, Dave, has to pull up the run, check Maria's position, and call her back. Maria is mid-turn and can't answer. Dave leaves a message. Ten minutes later, the customer calls again. Dave patches through to Maria, who has to pull over to explain she's running 20 minutes late. That one call cost 15 minutes of Dave's time and broke Maria's flow.

After: Maria's office sends a tracking link to every customer the morning of the run. At 10 a.m., the same customer opens the link and sees Maria's van is three stops away, with a rough arrival time of 10:45. No call. No interruption. The customer gets a notification when the stop is completed, so they know it's safe to walk to the door. Dave's phone stays quiet.

FAQs

Q: Can I send a tracking link without enabling emails? Yes. Copying the link works even when email is off. Just enable emails if you want to send them directly from StopSorted.

Q: What if the customer loses the link? You can send it again from the route—just copy or email it again. The old link still works until it expires after 7 days.

Q: Does the customer see the driver's exact location at all times? No. The customer sees a map pin only when the stop is on the way or done. Before that, they see the status and a rough arrival time—not the live van position.

Q: Will this work for multiple deliveries to the same site? Yes. You can send a link for each stop, or share one link for a recurring stop if the site uses the same contact.

Try It on Your Next Run

Customer tracking links are a simple way to cut down on 'where is my order?' calls and give your customers a better experience. Start with one or two stops and see the difference. If you're already on a fleet plan, turn on tracking emails in Settings and send a link from your next route. New to StopSorted? Check our pricing and see how it works. Full coverage details are on our coverage page. For more tips, read the customer tracking guide.