End customer

Customer

As a Customer, you are the end customer of a merchant whose goods Ysend stores and ships. In the Client workspace you follow your own orders and shipments, read their status at any time and ask the Assistant about what you see.

Start-up guide

Open the sign-in link in your invitation, then enter your work email and the password provided.
If you forget your password, choose “Forgot password”, then “Send recovery instructions”.
The Sign in button opens the app in this page’s language.
After you sign in, the Dashboard of the Client workspace opens. The top bar shows the name of the company whose data you are viewing; check that it is the right one.
The left navigation contains Dashboard, Orders, Shipments and Account & security. Orders and Shipments open the Portal Operations page on the matching tab.
Open Account details in the top bar to choose your language and to see the warehouse assigned to your account.
Open Account & security to check your password, two-factor authentication and the devices signed in to your account.

End-to-end workflows

Follow an order until delivery

Starts when: An order has been placed for you and you want to know where it stands.

Select Orders in the left navigation. The Portal Operations page opens on the Orders tab with the list of your orders.
Use the Needs attention filter to show only orders with a problem, or clear it to see all orders again.
Select an order. The Selected order panel shows its reference, its fulfilment status and the warehouse that fulfils it.
Read the fulfilment status: an order normally moves from Received and Planning to Ready to pick, Picking in progress, Packing in progress and Ready to ship.
When the status changes to Handed to carrier, the parcel has left the warehouse; it then shows In transit and finally Delivered.
If an order stays at Waiting stock or On hold, note its reference and contact your Customer success manager.

Result: The order shows Delivered and its shipment is visible on the Shipments tab.

Next: The warehouse team prepares the order and the carrier delivers it; for any correction, contact your Customer success manager.

Track a shipment

Starts when: Your order has been handed to the carrier, or a delivery date is approaching.

Select Shipments in the left navigation. The Portal Operations page opens on the Shipments tab, in the Shipment Execution list.
Find your shipment. Each line shows the carrier, or Carrier pending while no carrier is assigned yet, and the pickup and arrival dates once they are known.
A shipment marked Exception has a delivery problem; open the related order on the Orders tab to compare the information.
On the Dashboard, the Shipment Watchlist section lists your recent shipments; View shipments takes you back to the full list.
If the delivery is late or the Exception remains, ask the Assistant or contact your Customer success manager with the shipment reference.

Result: You know the carrier, the expected delivery date and whether a problem has been reported.

Next: The carrier delivers the shipment; the Customer success manager handles any delivery problem.

All features

Intelligence

AssistantView the current page context, available views and actions, and the assistant connection and memory status.

What you can open

The areas below describe the access assigned to this role.

Assistant
Orders
Transport

Everyday tasks

Check recent shipments on the Dashboard

Select Dashboard in the left navigation.
Look at the Shipment Watchlist section for your recent shipments.
Select View shipments to open the full list on the Shipments tab.

Ask the Assistant a question

Select Assistant in the top bar.
Ask about an order or shipment you can see, quoting its reference.
Compare the answer with the details shown in Portal Operations.

Set your language and secure your account

Open Account details in the top bar and choose your language.
Select Account & security in the left navigation.
Check your password, two-factor authentication and the devices signed in to your account.

Limits and help

Your access is read-only: you can view your own orders and shipments and use the Assistant, but you cannot create, change, hold or cancel orders, and you do not see stock, invoices or other companies' data. For a correction, a new order or additional access, contact your Customer success manager or write to contact@ysendgroup.com.

contact@ysendgroup.com

Help centre

Common questions

Can I change or cancel an order?

No. Your access is read-only. Send the order reference to your Customer success manager, who coordinates the change with the warehouse.

Why can't I see one of my orders?

Check the company name in the top bar: you only see the orders of that company. If the order is still missing, give its reference to your Customer success manager.

What does Carrier pending mean?

No carrier has been assigned to the shipment yet. The carrier appears as soon as the warehouse books it.

What does Exception mean on a shipment?

A delivery problem has been reported for this shipment. Ask the Assistant for details or contact your Customer success manager with the shipment reference.