Question 1

Can I Change the Platform Language?

Accepted Answer

Can I Change the Platform Language?

Yes, you can change the language of your platform by following these steps:

Log in to your account.
Go to the top section of the platform.
Find and select the "Language and Region" section.
Use the language selector to choose the language that best suits your needs.

Question 2

How Do We Manage Equipment Delivery Based on Employee Start Date?

Accepted Answer

How Do We Manage Equipment Delivery Based on Employee Start Date?

We strive to consider the start date of new hires and make every effort to deliver equipment before this date. However, there are logistical factors that may impact delivery times.

Important Information About the Delivery Process

Lead Times and Processing Durations : In some cases, the order or logistics service may be processed within a timeframe that does not align with the planned start date.
ETA on the Platform : The Estimated Time of Arrival (ETA) shown on the platform reflects the date agreed upon with the logistics service provider and serves as a reference for tracking the delivery.
Delay Notifications : If any delay occurs, we will notify both the relevant parties and the company to ensure clear and timely communication.

Our goal is to ensure that equipment is available for the new employee by the required date, adhering to the fastest possible delivery timelines.

Question 3

What Does It Mean When I Receive a Report?

Accepted Answer

What Does It Mean When I Receive a Report?

The platform automatically sends reports when issues arise in logistics services. These reports are categorized by the service status and the nature of the problem. This article explains each status and the meaning of each report.

Reports You May Receive When the Service Is "In Process"

Adverse Situation at Origin or Destination : External issues preventing access to the site.
Employee Not Responding : Operations attempts to contact either the pick-up or delivery point without success, requiring user support.
Awaiting Response : The service is paused until the user completes a necessary action.

Reports You May Receive When the Service Is "Active"

General Reports :

Adverse Situation at Origin or Destination : External issues that change the service dates.
Public Holidays in the Country : Service dates are rescheduled due to non-working holidays.

Reports Related to Collection/Delivery Attempts :

Employee Refuses to Deliver : Collection attempts are made, but the employee refuses to hand over the equipment. After the third attempt, the service is canceled without a refund.
Employee Not Available on Scheduled Dates : The employee is not present at the indicated location at the scheduled time. Only three attempts are made; after the third attempt, the service is canceled without a refund.

How Are Reports Communicated?

Email : The user receives an email det

Question 4

How Can I Cancel My Logistics Service?

Accepted Answer

How Can I Cancel My Logistics Service?

To cancel your logistics service, please contact our support chat directly on the platform. They will assist you in managing your cancellation request promptly.

Please note that if the order or logistics service is already active, some handling and transportation fees may apply.

Question 5

What Are the Available Support Hours?

Accepted Answer

What Are the Available Support Hours?

Our support team is distributed across LATAM, and support hours may vary depending on the country from which you are contacting us. Here’s a quick guide to our support availability:

Support Availability

Help Desk : If you have questions about our service, check the help desk within the platform, which provides answers to many frequently asked questions.
After-Hours Response Times : Responses may be delayed outside of business hours.
Operating Hours : Each country’s support team is available live from 10:00 AM to 6:00 PM local time.

Important Note on Time Zones

Keep in mind the local operating hours for each country when submitting requests or inquiries. For example, if you are in Mexico and submit a request at 4:00 PM local time for a Logistics Service in Argentina, your order will be processed the next day, as the business day in Argentina has ended.

For further details, you may find the following article helpful:

Holidays

Question 6

How to Find the Tracking Number

Accepted Answer

How to Find the Tracking Number

You can find the tracking number within the Order or Logistics Service details.

Under the "Tracking Link" section, you’ll see the logistics provider handling your shipment.
Under the "Tracking Number" section, you’ll find the number you need to enter to check the status of your delivery.

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