Accurate information about when jobs will be picked up and delivered is vital to us managing the expectations of our customers. While we have tracking technology in place, occasionally we need more accurate information and will request your ETA (Expected Time of Arrival) for specific deliveries.
We know it can be a hassle to respond to ETA requests via SMS or phone calls, so we're excited to introduce In-App ETA Requests. This new feature makes it easier and less disruptive for you to provide your ETA when it's safe to do so.
What are In-App ETA Requests?
In-App ETA Requests are a feature that allows you to provide your estimated time of arrival directly in the app, rather than responding via SMS or phone call.
When will I receive an ETA request?
You will receive an ETA request if we are unsure about your delivery progress. This can happen if you haven’t selected 'On My Way,' if we can't track your location near the delivery due time, or if a delivery is late and the recipient is asking for an update. ETA requests can be for both pickups and drop-offs.
How do I respond to the ETA request?
You'll see ETA requests as in-app form that appears on Route screen, My Jobs and marked by an orange dot on the route icon, along with a simple form to fill out.
You can either update your delivery status (if you've already arrived or are on your way for instance) or provide information within the request.
If the app is in the background, or closed, you'll receive the request as a Push Notification, which will open on the Route screen for you to fill out the form.
What should I do when I receive an ETA request?
Respond to the request or update your delivery status as quickly as possible. If you don’t respond and we can't reach you, the delivery may be unassigned. Providing your ETA helps us track your location and offer assistance if needed.
Can I receive ETA requests for more than one delivery at a time?
No, you will only receive an ETA request for your next stop on the route. If you set another delivery as 'On My Way,' the ETA request will be removed
Can I have more than one active ETA request at a time?
No, you can only have one active ETA request at a time. If a new ETA request is needed, the existing one will be canceled.
How will I know when I’ve successfully responded to an ETA request?
You’ll see a confirmation message, and your ETA response will be marked by a flag icon in the top right corner of the job card. Click it to view your response. If anything changes after your response, use the support link to contact the support team.
The ETA disappeared before I filled it out, what happened?
Sometimes an ETA request may be canceled if we receive updated delivery information, optimise your route, or update the status of another delivery. There’s no need for you to do anything in this case.
Notice a bug with this feature? Please log it here so we can get it fixed as soon as possible!