Palletways

Palletways will on be available for orders placed on 3-4 working days.

Support Contact

• Always call or email the support team instead of using the portal messaging system.

• General Enquires - ops@hastingsfreight.co.uk & 01246812080 option 1
• Queries regarding your collection - ops@hastingsfreight.co.uk & 01246812080 option 2

• Key Contact: Phil Whiting - sales@hastingsfreight.co.uk or 01246812080 option 3
• Accounts & Claims Department (Liz Jones, Nicole Hume, Jo Whitrod) - accounts@hastingsfreight.co.uk & 01246812080 option 5

Delivery Conditions & Access

• All deliveries require a signature and are routed from the Hub to the Local Depot before dispatch.

• All pallets must not exceed 1000kg (this is the max for tail lift deliveries) 
• The number of pallets sent to a customer, on one delivery, should not exceed 10 

Pickups from us;

• 5pm monday to friday

Standard Delivery (Curbside)

• Delivery is curbside only.
• The driver will attempt to get the pallet as close as possible to the entrance point, but delivery cannot be guaranteed to go further than that.
• The recipient is responsible for taking the consignment into the building.

Handball Delivery (Special Request)

• Allows the driver to take the package to the door and through the door.
• Requirements: The package must be no more than 20kg and the delivery time is limited to 15 minutes (maximum).
• Mandatory: The tail lift option must be ticked in the dashboard when booking.
• Note: Cannot go up or down stairs; only accessible via lifts.
• If requests for this service become frequent, a separate conversation about feasibility may be needed.
• Resource: Inform clients that watching the "Deliverying your pallet" video is recommended.

Order Management & Cut-Off Times

Collection & Vehicle Requests

• Daily Cut-Off for Next-Day: The latest possible time for a standard collection is 5:00 PM.
• Special Vehicle Cut-Off: Requests for specific vehicles (Vans or 7.5 Tonnes) must be sent via email with a 4:30 PM cut-off. This allows the depot to be notified by 5:00 PM.

Consignment Changes

• Outstanding Consignments (Pallet Connect): If the consignment is outstanding (not yet processed), changes can be made directly in the Pallet Connect system, but a new label must be printed.
• Loaded Consignments (In Dashboard): If the job has been loaded onto a truck from the depot (e.g., Hastings), changes to details (contact info, address, date) must be made by phone. A charge will be applied for these last-minute changes.
• Manual Entry: New orders can be placed via the Consignment Entry tool for manual bookings.

Tracking, Notifications & POD

Tracking Dashboard Features

• The dashboard displays tracking information once jobs have left the originating location.
• All open tabs, dates, and consignments are searchable via the top search bar.
• Information can be exported to CSV or Excel files.
• Useful Tools: The dashboard includes a Quotation tool and a Time Checker to determine the fastest available service.
• Note: The system may initially show the shipment as being at the "collection depot," but this is due to the API setup and means it is simply awaiting collection.

Customer Notifications

• Email/Text Confirmation: Sent when the order is received, providing an estimated time of arrival (ETA).
• Out for Delivery: A second notification is sent, giving a 2-hour delivery timeframe.
• Customers will also be made aware of any delays on the road.

Proof of Delivery (POD)

Proof of Delivery requires a 3-point verification:

1. GPS Stamp
2. Customer Name and Timestamp
3. Photo

• Note: A customer signature is now elective and may not always be captured if the recipient declines to provide one due to the photo being taken.

Claims for Damages

• A claim for damage must be submitted within 7 days of the damage occurring.
• The processing of a claim can take up to 30 days.