Freight Issues

When a customer inquires about the status of an order that has already left us,

Request Necessary Information:
Politely ask the customer to provide the consignment number (tracking number) associated with their order. This information is crucial for tracking the shipment.

Example Response:
"Thank you for reaching out. To assist you further, could you please provide the consignment number associated with your order?"

Tracking the Shipment

Upon receiving the consignment number, open Mach ship and search the consignment number. This will show you the details of the order,

Freight carrier

Delivery Address

Customer Details

Size of package/ packages and quantity

You can then track the order on the carriers website

https://www.tntexpress.com.au/interaction/trackntrace.aspx

https://www.couriersplease.com.au/

https://startrack.com.au/

https://bj.networktransport.com.au/Home/

If the tracking information is insufficient or unclear

• Reach Out to Capital Logistics:
  operations@capital.com.au

• Provide them with the consignment number and request detailed tracking information.
  
  

Communicating with the Customer

Once the tracking information is obtained:

• Update the Customer Promptly:
  Inform the customer of the current status of their order, including any relevant details such as estimated delivery date or reasons for delays.
  
  Example Response:
  "We have received an update from Capital Logistics regarding your order. The shipment is currently in transit and is expected to arrive on [estimated delivery date]. We will continue to monitor its progress and notify you of any changes."
  
  

• Provide Additional Support:
  Offer assistance for any further questions or concerns the customer may have.
  
  Example Response:
  "Should you require any further information or assistance, please do not hesitate to contact us. We are here to help."

We must leave the email as pending so we can  check in on any updates