The Customer has self-service access to manage their own shipments and check the status of their orders. Designed so end customers…

📋 General Information

Role Name: Customer
Access Level: Self-service
Typical Use: End customer, external user, customer company
Quantity: Unlimited

🎯 Role Purpose

The Customer has self-service access to manage their own shipments and check the status of their orders. Designed so end customers can perform basic operations without needing to contact customer service.

✅ What they CAN do

📦 Managing Their Orders

✅ View their own orders
✅ Create new orders
✅ Bulk import orders (Excel/CSV)
✅ Export their orders to Excel
✅ Track shipments in real time
✅ View shipment history
✅ Download receipts
✅ Create shipping labels
✅ Print labels
✅ View delivery details
❌ Cannot edit confirmed orders
❌ Cannot delete orders
❌ Cannot see other customers’ orders
❌ Cannot manually update shipment statuses
❌ Cannot update payment statuses
❌ Cannot assign couriers

👤 Managing Their Own Contacts

✅ Create a list of frequent senders
✅ Create a list of frequent recipients
✅ Edit their saved contacts
✅ Delete their own contacts
✅ Use the address book
❌ Cannot see other users’ contacts

💰 Quotes and Rates

✅ Calculate shipping costs
✅ View available shipping methods
✅ View available rates
✅ Compare service options
✅ View estimated delivery time
✅ Apply promo codes
❌ Cannot modify prices
❌ Cannot create discounts
❌ Cannot manage rate configuration

📊 Customer View

❌ Doesn’t have access to the business’s main Dashboard
✅ Direct access to “My Orders” upon login
✅ View a summary of their own shipments
✅ View their spending for the month
✅ Statistics of their personal usage
✅ History of their transactions
✅ Their invoices and account statements

⚙️ My Account

✅ View and edit their profile
✅ Change their password
✅ Update contact information
✅ Configure notifications
✅ Shipping preferences
✅ Manage payment methods

❌ What they CANNOT do

Main Restrictions:

❌ View other customers’ information
❌ Access the business’s main Dashboard
❌ Access system configuration
❌ Modify rates or prices
❌ Manage users
❌ View business reports
❌ Manually change order statuses
❌ Access internal information
❌ Assign couriers

💡 How to Use the System

To Create a Shipment:

Log in to your account
Go straight to “Orders” (main page)
Click “Create Order”
Select or add a sender
Enter the recipient
Describe the package (weight, dimensions)
Choose a service (regular, express, etc.)
Review the cost
Confirm and pay
Print the label

To Track a Shipment:

Go to “My Shipments”
Search by tracking number
View the current status
View the movement history
View delivery details

To Bulk Import Orders:

Go to “Tools” in the menu
Click “Import Orders”
Download the Excel/CSV template
Fill in the data according to the format
Upload the completed file
Review the preview
Confirm the import
Watch the processing progress
Review the imported orders

To Repeat a Shipment:

Find a previous shipment in “My Orders”
Click “Repeat”
Verify the information
Update if needed
Confirm the new shipment

📱 Self-Service Features

Bulk Actions on Orders:

When you select multiple orders, you can only:

✅ Create Labels for the selected orders
✅ Export to Excel the selected orders
❌ Cannot bulk-update statuses
❌ Cannot bulk-assign couriers
❌ Cannot bulk-change payment statuses

Bulk Order Import:

✅ Upload an Excel/CSV file with multiple orders
✅ Automatic processing in the background
✅ Data validation before importing
✅ Error report if there are problems
✅ History of their own imports
ℹ️ You can only see and manage YOUR own imports

Data Export:

✅ Export orders to Excel (their own)
✅ Download exported files
✅ Select columns to export
❌ Cannot export other users’ data

Address Book:

Save YOUR frequent senders
Save YOUR frequent recipients
Create personal shipping groups
Import contacts (CSV)
Tag for easy searching
ℹ️ You can only see and edit YOUR own contacts

Shipping Templates:

Create templates for recurring shipments
Set up scheduled shipments
Duplicate previous orders
Save preferences

Useful Tools:

Rate calculator
Time estimator
Branch locator
Packing guide
Shipping restrictions

📊 Your Control Panel

Information Visible in “My Orders”:

Active Shipments: Your orders in transit
Recent Shipments: Your last 30 days
Upcoming Pickups: Your scheduled ones
Pending Invoices: Your pending payments
Statistics: Your personal use of the service
Note: You can only see YOUR own orders and contacts

Available Metrics:

Total shipments
Most frequent destinations
Monthly spending
Average per shipment
Most used services
Payment history

💳 Payment Management

Available Methods:

Credit/debit card
Bank transfer
Cash payment (branch)
Prepaid credit
Monthly invoicing (companies)

Billing:

View invoices online
Download PDF
Payment history
Account statements
Tax receipts

🔔 Notifications

Types of Alerts:

✉️ Email: Confirmations and updates
💬 SMS: Critical statuses
🔔 System: In-platform alerts
📱 WhatsApp: Real-time updates

Notified Events:

Order created
Pickup scheduled
In transit
About to be delivered
Delivered
Delivery issues

❓ Frequently Asked Questions

How do I cancel a shipment?

You can only cancel before pickup. Contact customer service immediately.

Can I change the address?

If the package hasn’t gone out for delivery yet, it may be possible. Contact support as soon as possible.

What happens if they’re not at the address?

2 attempts will be made. You can reschedule or pick up at a branch.

How do I get a refund?

If there are service issues, contact support with your tracking number.

Can I ship anywhere?

Check coverage in the rate calculator before creating the shipment.

🎯 Tips for Better Shipments

Packing:

Use appropriate material
Protect fragile items
Seal properly
Label clearly
Don’t exceed weight limits

Information:

Verify complete addresses
Include up-to-date phone numbers
Add references
Specify delivery times
Indicate if fragile

Savings:

Group shipments when possible
Use regular service if not urgent
Take advantage of promotions
Consider subscriptions
Ask about corporate rates

🆘 When to Contact Support

Contact Immediately If:

You don’t receive order confirmation
There’s an error in the address
You need to cancel urgently
The package is damaged
It doesn’t arrive within the promised time

Information to Have Ready:

Tracking number
Shipment date
Recipient’s details
Description of the problem
Photos if there’s damage

🏢 For Business Customers

Additional Benefits:

Preferential rates
Billing credit
Scheduled pickups
Account executive
Custom reports
API for integration

Requirements:

Registration as a company
Tax documentation
Minimum monthly volume
Service contract

🔒 Your Account Security

Recommendations:

Strong password: Minimum 8 characters
Don’t share access: Each user their own account
Log out: On public computers
Verify URLs: Avoid phishing
Update information: Keep data current

If You Suspect Problems:

Change your password immediately
Review recent activity
Contact support
Check for unauthorized payments

📱 Mobile App

Available Features:

Create quick shipments
Real-time tracking
Push notifications
Scan labels
Shipment history
Mobile payment

Download:

iOS: App Store
Android: Google Play
Web App: From your browser

💡 Get the Most Out of Your Experience

Organization:

Use tags to categorize shipments
Save templates for frequent shipments
Schedule regular pickups
Keep contacts up to date
Review invoices monthly

Communication:

Read important notifications
Update contact preferences
Answer satisfaction surveys
Report problems immediately
Suggest service improvements

Your satisfaction is our priority. Use these tools to make your shipments easier and more efficient.

Customer Role - Complete Guide