---
title: "Customer Role - Complete Guide"
description: "The Customer has self-service access to manage their own shipments and check the status of their orders. Designed so end customers…"
url: https://sistrack.com/en/docs/permissions/rol-client/
category: permissions
section: docs
updated: 2025-12-23
---


*Markdown version for agents. This page on the web: https://sistrack.com/en/docs/permissions/rol-client/*


# Customer Role - Complete Guide


## 📋 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:
1. **Log in** to your account
2. **Go straight to "Orders"** (main page)
3. **Click "Create Order"**
4. **Select or add** a sender
5. **Enter the recipient**
6. **Describe the package** (weight, dimensions)
7. **Choose a service** (regular, express, etc.)
8. **Review the cost**
9. **Confirm and pay**
10. **Print the label**

### To Track a Shipment:
1. **Go to "My Shipments"**
2. **Search by tracking** number
3. **View the current status**
4. **View the movement history**
5. **View delivery details**

### To Bulk Import Orders:
1. **Go to "Tools"** in the menu
2. **Click "Import Orders"**
3. **Download the Excel/CSV template**
4. **Fill in the data** according to the format
5. **Upload the completed file**
6. **Review the preview**
7. **Confirm the import**
8. **Watch the processing progress**
9. **Review the imported orders**

### To Repeat a Shipment:
1. **Find a previous shipment** in "My Orders"
2. **Click "Repeat"**
3. **Verify the information**
4. **Update if needed**
5. **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:
1. Use appropriate material
2. Protect fragile items
3. Seal properly
4. Label clearly
5. Don't exceed weight limits

### Information:
1. Verify complete addresses
2. Include up-to-date phone numbers
3. Add references
4. Specify delivery times
5. Indicate if fragile

### Savings:
1. Group shipments when possible
2. Use regular service if not urgent
3. Take advantage of promotions
4. Consider subscriptions
5. 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:
1. **Strong password**: Minimum 8 characters
2. **Don't share access**: Each user their own account
3. **Log out**: On public computers
4. **Verify URLs**: Avoid phishing
5. **Update information**: Keep data current

### If You Suspect Problems:
1. Change your password immediately
2. Review recent activity
3. Contact support
4. 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:
1. **Use tags** to categorize shipments
2. **Save templates** for frequent shipments
3. **Schedule** regular pickups
4. **Keep contacts** up to date
5. **Review invoices** monthly

### Communication:
1. **Read** important notifications
2. **Update** contact preferences
3. **Answer** satisfaction surveys
4. **Report** problems immediately
5. **Suggest** service improvements

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