Viewing the On-Demand Delivery Details in DeliverNow

KB Article #6633

All the on-demand delivery details are contained within the Trip Details and can be found in DeliverNow. (Learn more about locating and tracking your on-demand deliveries.)

The Trip Details are separated into four tabs:

• SUMMARY: An overview of the on-demand delivery.
• RATINGS: Provides customer rating of their DeliverNow experience.
• AUDIT: Displays an event log.
• HELP: Submit a support ticket regarding an on-demand delivery.

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Summary Tab:

By default, once you access the on-demand delivery details, you will be on the SUMMARY tab.

The following details can be found on this tab:

1. Your customer's name and phone number.
2. On-demand delivery information:
   1. Date and time the on-demand delivery was submitted.
   2. Reference number provided at time of submission.
   3. Dealership name.
   4. OEC login used to submit the request.
3. Map displaying pickup location (blue) and dropoff location (red).
   1. If an on-demand delivery is in progress, you can view the movement of the driver in real-time.
4. Driver name, drive phone number, and vehicle.
5. Route time:
   1. Will display the planned estimate time of pickup from your dealership and dropoff to your customer.
   2. Once picked up and delivered, DeliverNow will display the actual time of pick up and drop off.
6. Driver notes are added by your dealership at the time of booking. Note: Alert messages may appear under the driver note if there are any expected delays, issues, or cancellations.
7. Close and return to DeliverNow overview or cancel the on-demand delivery.

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Ratings Tab:

View your buyer's feedback regarding their on-demand delivery experience for this transaction.

To view the RATINGS tab:

1. Click the RATINGS tab.
   
2. If completed, the results of the customer survey will be displayed.
   

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Audit Tab:

View your on-demand delivery event logs. See timestamps and dates for each stage of the on-demand delivery process.

To view the AUDIT tab:

1. Click the AUDIT tab.
   
2. Information that will be displayed include:
   1. OEC login used to submit the request and the time and date.
   2. Provider Ride ID
   3. Planned trip details, including mileage and on-demand delivery time. Click MORE to see additional event logs.
      
      
      1. Additional details of the trip will display with the local timestamps in the PLANNED and ACTUAL columns.
         

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Help Tab:

Easily submit a support ticket regarding the DeliverNow experience regarding this particular trip.

To submit a help request:

1. Click the HELP tab.
   
2. Select an issue from the ISSUE TYPE drop-down:
   
   
   1. Issues to select include:
      • Getting an error message
      • Complaint about driver
      • Damage claim
      • Question about how to use the system
      • Question about the RedCap service
      • Have my RedCap account representative contact me
      • Request vehicle pictures
      • Recover lost items
3. Type the issue in the ISSUE DESCRIPTION text box.
   
4. Once completed, click SUBMIT. 
5. You will receive a confirmation that your ticket has been submitted.
   
6. Further assistance will be provided outside of DeliverNow via email. The email used for follow-up is populated from My Information in OEC's Application Setup, please update if necessary.