Tracking, Bookings, Delivery Timelines

Where is my freight?

Customers often ask where their freight is, whether it has reached a depot, or whether it is arriving today.

Ask for the consignment number first. Use the consignment number to check the latest shipment status, movement details, depot notes, and delivery information in the relevant Northline system.

Provide:

• the latest known status

• the expected delivery timing if available

• any visible delay or exception note

• the next likely step if delivery is still in progress

If there is no confirmed ETA, do not guess. Explain the latest visible movement and advise what happens next.

What is the ETA for my delivery?

Customers may ask for an ETA, expected delivery day, or whether a shipment is still on time.

Check the consignment record and provide the latest delivery timing available. If the timing is estimated rather than confirmed, make that clear. If the ETA has passed, review any delivery note or exception detail before responding.

Customers asking about ETA usually want a simple answer about:

• whether the shipment is on track

• whether it has arrived at depot

• whether there is a delay

• when delivery is now expected

Has my booking gone through?

Customers may ask whether a booking has been submitted successfully or what happens after a booking is lodged.

Confirm whether the customer is asking about:

• a new booking

• an existing consignment

• a shipment already in transit

Customers often use “booking” and “shipment” interchangeably, so clarify what they mean before answering. If the booking exists, confirm the current status and next step.

Can I change my booking or shipment details?

Customers may ask to change:

• delivery address

• contact number

• contact person

• delivery instructions

• other consignment details

Ask for the consignment number and confirm exactly what needs to change. Check whether the shipment is still at a stage where the update can be actioned.

Do not promise the change until the current shipment stage has been checked. If the change cannot be completed immediately, explain what is possible and what the next step is.

Why wasn’t my freight delivered?

Customers may ask why delivery did not occur, why the ETA passed, or what a failed delivery update means.

Check the delivery record and any available depot or exception notes. If a failed delivery or delivery exception reason is recorded, explain it in plain language and advise the customer what happens next.

Customers usually want:

• the reason delivery did not occur

• whether another attempt will happen

• whether they need to provide more information

• whether they need to contact Northline again

If the reason is not visible, do not assume the cause. Explain what is confirmed and what needs follow-up.

Can I update delivery details after booking?

Customers may contact Northline because a phone number, address, or other delivery detail needs to be corrected after the booking has been created.

Confirm the consignment number and the exact detail that needs updating. Review whether the freight has already moved to a stage where changes are limited.

If a change is still possible, follow the appropriate update process. If not, explain clearly why and what the customer should expect next.

My freight is damaged or missing — what do I do?

Customers may report:

• damaged freight

• missing items

• shortage of delivered goods

• need to send photos or supporting documents

• questions about claims

Confirm the consignment number and clarify whether the issue is damage, shortage, or missing freight. Guide the customer to the correct next step for providing evidence or progressing the matter.

Customers in this situation are often frustrated. Keep responses clear and practical. Focus on what information is needed, where it should be sent, and what happens next.

How do I track my shipment on northline.com.au?

Some customers want help using Northline’s online services rather than a manual update.

Customers may ask:

• where to track freight

• where to log in

• where to make a booking

• where to view delivery activity

• why they cannot see a shipment in the portal

Check whether the customer is:

• a general website visitor

• an authenticated portal user

• using the correct consignment or booking reference

If the customer is not logged in, their visibility may be limited compared with an account holder using the portal.

Why can’t I see my shipment in the portal?

If a customer cannot see a shipment in the Northline portal, confirm:

• whether they are logged in

• whether they are using the correct account

• whether they have the correct consignment or booking reference

• whether they are looking for a booking, a shipment, or delivery tracking information

Customers may need help distinguishing between public website tools and account-based portal features.