Customer tracking

Every order has a private tracking page. It shows the customer where their delivery has got to, without an account or an app.

#Two ways in

• The link. Each order has its own private link. Opening it goes straight to that order.
• The lookup. Lost the link? Go to Track an order and enter the order number (it looks like ORD-000123) together with the delivery postcode or phone number.

#What the page shows

A progress bar runs through five stages: Booked → Planned → On the way → Arriving → Delivered. Once the driver is out for delivery, the page also shows:

• The van on a map, while its position is fresh.
• How many deliveries come before yours.
• How recent the position is, and the page keeps refreshing by itself.

#Honest states

• Not confirmed yet. If the order has not been confirmed with the customer, the page says so rather than promising a time.
• Delivered. The link keeps working for 24 hours after delivery and confirms the order is complete.
• Not yet booked. A customer who looks up an order that has not been booked yet sees that it has been received.
• Cancelled. The page says so.

#How fresh is the position?

A van’s position is only as good as its age, so Dromos shows the age. A position more than five minutes old is badged with how long ago it was; past fifteen minutes it is not shown at all and the page reads Location unavailable. A stale dot is never passed off as live.

#What the page never shows

The tracking page is deliberately narrow. It never shows the full address, the phone number, the order total, another customer’s stop, or the driver’s name. A link that is invalid, expired or revoked all look the same, so they cannot be told apart. Tracking pages are never indexed by search engines.