# FAQs

# Transactions

# How can I change the status of my transaction?

There are two options to do this.

1. Open the transaction detail screen and click on the 'Status' field. A dropdown menu is shown in which you can choose the status you want.
2. Right click on the transaction in the transaction overview from which you want to change the status of. Select 'Select a new status' and choose a status from the dropdown menu.

ℹ️ Click HERE for a more detailed explanation.

# Why can't I change the status of my transaction?

Your transaction possibly has the status 'Processed'. Processed transactions can not be changed anymore.

# Why can't I change the order of my item-columns in the transaction overview?

The order of your item-columns is based on item configurations. So if you would like to change the order, you have to change it in the item configuration. Here you can drag the items in the order you like. ℹ️ Click HERE for a more detailed explanation.

# Why can't I book a return transaction?

If a transaction is already of type 'Return' it is not possible to book a return transaction. Also for some return transactions you need a carrier. For instance when you want to book a counter transaction to carrier. If the original transaction has no carrier fild in, it is not possible to create a return transaction.

# Contracts

# How does TrackOnline ensure that digital signing of contracts is reliable?

For an agreement to be legally signed, there are several conditions that a digital signature must meet. Below you will find a detailed explanation of how TrackOnline meets the conditions to draw up a legally reliable contract, according to the Dutch standards.

1. The agreement must be consultable to both parties; The rental contract that can be created in TrackOnline remains transparent for the party issuing the contract. Subsequently, the contract is shared with the receiving party, who can view and sign the contract. After digital signing, the receiving party receives a copy of the signed contract. For the issuing party this copy will be stored with the contract in TrackOnline. In this way, both parties can access the (signed) contract all times.

2. The authenticity must be sufficiently guaranteed; Regarding the authenticity of the document, TrackOnline has a self-signed Company Certificate available for each administration. For each contract we create a temporary certificate, which is only available for signing, it is not stored separately but linked to the Company Certificate. We can offer this Company Certificate as a download for parties who want to validate it.

3. The moment of creation (acceptance offer) must be fixed; TrackOnline keeps track of every change in the history of the contract, including the date and time of sharing the contract, and date of signature. This information will be registered and can be found in the TrackOnline application, as well as on the signed contract.

4. The identity of parties can be determined with sufficient certainty; The identity of the issuing party is known at the time the contract is shared. To ensure that the e-mail address of the receiving party is valid, there is a code attached to the unique link sent to the receiving party in the e-mail. This link is only valid for 72 hours and must therefore be used by the receiving party within this time slot. After opening the link, the contract is visible and can be signed, whereby the receiving party also is obliged to enter both name and location.

5. The signature must be uniquely linked to the person that signs the contract; Because the signature and name can only be placed by the recipient of the e-mail within 72 hours, we can determine with certainty that this person is the person who signs the contract, as an e-mail address is personal and unique.

6. It must be possible to identify the person that signs the contract; The person that signs the contract can be identified by the unique e-mail address, and the entered name of the person who signed the contract. This is a mandatory field that must be filled in when signing the contract and cannot be left blank.

7. The electronic signature is created with data for the creation of electronic signatures which the signatory, with a high level of trust, can use under his sole control; Before signing the contract, only one recipient receives an e-mail with an encrypted link, whereby the link gives access to a contract that can only be digitally signed once within 72 hours. This assures the person that signs the contract to be in control over the signing and entry of data, which cannot be changed afterwards.

8. The electronic signature must be linked to the signed data in such a way that any subsequent modification of the data can be traced; The signing of a contract can only be done within 72 hours after receipt of the contract. This can only be done once. After signing, the signature is stored with the contract, whereby the moment of confirmation is recorded. Because of this, it is in the first place not possible to make a change to this electronic signature afterwards. If there is an attempt to change this signature, it is always possible to retrieve the saved signature at the time of signing and thus to trace a change to the signature.

Source for the conditions: ICT Recht (2020, 7 October ). ‘Digitaliseren en elektronische handtekening’ consulted via https://www.ictrecht.nl/kennis/factsheets/digitaliseren-elektronische-handtekening

# Balances

# How do I need to interpret the balance overview email?

In this email you find a table with the columns 'We owe you' and 'You owe us'. You need to reed this from the perspective of the part that recieves the email. For instance I recieve the email as location A, from location B. This means that location A recieves the item quantities from location B, that are shown in the column 'We owe you'. Location A ows location B the item quantities that are shown in the column 'You owe us'.

# Reporting

# Why are the filters on my report not working?

Make sure you click the blue 'Apply filters' button after you have set the filters. Otherwise when downloading a report, the filters will not be set.

# Locations

# Why don't I see all the location types when adding a new location?

This is probably because of your administration settings. If you go to 'configuration', 'administration settings' and then to 'locations' you see the location settings. In this window you can enable or disable the types of locations you want to use in your administration. The location types that are enabled are visible when adding a new location.

ℹ️ Click HERE for a more detailed explanation.

# Why can't I delete my location?

If your location has a item balance, it is not possible to delete this location because this will also impact the balance of other locations and carriers as well.

# I have two locations that are merged. How can I arrange this in TrackOnline?

TrackOnline offers the option to merge locations. You can do this on the location page in the base data menu. In the location overview, on the right side of the window you will find the 'Action' button. One of the actions is 'Merge location'.

ℹ️ Click HERE for a more detailed explanation about the merging of locations.

# Carriers

# Can my carrier build up a item balance?

Yes. A carrier works simular to locations, with the exception that carriers are the ones that are transporting a transaction between locations. If you send a transaction to a carrier, this carrier build up a balance.

# Why can't I delete my carrier?

If your carrier has a item balance, it is not possible to delete this carrier because this will also impact the balance of other locations and carriers as well.

# Items

# I have items in my administration but I don't see them in my item dashboard?

This is probably due to the fact that the information for the item dashboard is gathered via the IoT module. This means that you have to register unique items with the help of our Mobile App. Only then the items are visible in the dashboard.

ℹ️ Click HERE for a more detailed explanation about unique items.

# Users

# Is there a limit of users in a usergroup?

No. You can add as many users in a usergroup as you like. It is also possible to add a user to multiple usergroups at once.

# Why can't I delete a usergroup?

This can be because of two reasons. One, if a user in the group becomes groupless, you can not remove the usergroup. You first have to remove the user or add the user to another usergroup. Two, it's possible that the usergroup is a 'Read Only' group. You don't have the permissions to remove the group.

# Customer portal

# Which transactions can my portal user see in his/her own portal?

The portal user can only see the transactions associated with the authorized locations. Click HERE for a more detailed explanation.

# Why can't I choose a 'To' location when I'm creating a shipping transaction?

This is probably because your authorized location(s) are not part of a location network.

ℹ️ Click HERE for more information or ask your head administrator to add your authorized locations to a network.

# Why can't I add items to a shipping transaction?

This is probably because there are no matching items in the item configuration of the location profile, of the 'From' and 'To' locations.

ℹ️ Click HERE for a more detailed explanation.

# Network

# Why are my transactions not shared?

Before a transaction is shared you first need to connect to the right customer. More information about connections, you can find HERE Also make sure that the status of the transactions is NOT 'New'. Transactions with status 'New' are not shared in any situation. Also check if you don't use items in the transaction that do not have a valid GS1-number. You can recognize this by a yellow frame and a error message around the items. More information about GS1-numbers, you can find HERE.

# Shortcuts

In TrackOnline you can use different kind of shortcuts. This makes your work even more easy and faster. Check out the table below for the key-combinations.

Shortcut	Function	Page
	Open help menu	General
	Close menu/window	General
	New transaction with last selected type	General
	Save and close transaction	Transaction details
	Save and new transaction	Transaction details
	Save and book a return transaction	Transaction details
	Jump to 'Select an item...'	Transaction details

# License

# I have been invited to use TrackOnline and I want to make more use of it, how can I buy a license?

You can click on the Buy now button at the top. Then you just need to fill in your information in a form and you will get a Start license. A confirmation email will be sent to you. You can learn more about what is included with your Start license HEREopen in new window.

# Instruction videos 🎥

Did you know we have multiple instruction videos about TrackOnline? Check out the videos below.