Customer-facing visibility

Customers want to know where their stuff is without having to call you. The platform offers three channels: public tracking link, portal timeline, and proactive notifications.

Public tracking link

Share a branded link: track.yourdomain.com/SHP-12345 (tenant subdomain, configurable). Opens a simplified timeline — no login required. Customers share with their own customers (consignees).

• Milestones + current stage.
• ETA with confidence indicator.
• Map view (vessel / flight / truck track if available).
• Pickup / delivery addresses (de-personalised: city / country only, full address only post-login).

Portal timeline

Logged-in customer portal users see the full timeline with:

• All events including cost-critical ones (customs hold).
• Document links (BL, POD, invoice).
• Exception details with ETA impact.
• Ability to download a tracking report (PDF / CSV).

Proactive notifications

Configurable per customer / per event type:

• Email — templated, branded (see branding).
• SMS — for critical events (delivery, major delay).
• Webhook — for customers integrating into their TMS / ERP.

Frequency caps prevent spam (one digest per hour for non-critical events).

What's shown vs hidden

• Shown — routing, stages, milestones, documents, exceptions.
• Hidden — vendor names, cost data, margin, internal notes.

Per-tenant policy can reveal carrier name (most do), reveal flight / vessel number (typical), and keep the rest internal.

Branding

All customer-facing views (link, portal, emails) use tenant branding: logo, colours, footer text. See branding.

Event translation

Raw carrier events ("FOH", "RCS") are translated to plain language ("Received from shipper at origin") for customer views. Internal views keep the raw codes.

Accessibility

The tracking view meets WCAG 2.1 AA — colour contrast, keyboard navigation, screen reader support. Important for public-facing links.