Fulfill Detrack Orders

This tutorial shows you how to fulfill departure and arrival orders for merchants on the Detrack pick-up service.

1. Orders
2. All Orders
3. Click on the filter icon. Under Order Status, select Open. Under Order Type, select Departure or Arrival or both.

4. Tick the checkbox of the orders that you would like to export or click on Select All Orders
5. Click on Generate Export File
6. Click on Download Last Generated Export File
This is an example of the order information that you will see in the exported order file.

7. Copy and paste the Order Number from the export file to the Detrack Upload Template

8. Login to Detrack

9. Click on the Jobs tab ➡️ Import Jobs

10. Under Upload CSV or Excel file, click on the Browse button to upload the Detrack Upload Template file
Import. The page will show the number of deliveries that have been successfully created.
11. Click on Import
📝 Note: This figure should match the number of orders updated in the Detrack Upload template.
12. In TREX, go back to Orders and fulfil the Departure or Arrival orders selected ➡️ Print Order Documents

Off-Airport Merchants selling to Travellers under the 24-hour order lead time via the CAG Own Fleet pickup model must comply with the pickup schedule below:

• The system will automatically block orders from Friday 4:00pm to Sunday 5:00pm, during which customers will not be able to place Traveller (TR) orders.
• Pick-up fee: $6.90 per order, regardless of order quantity or whether the order is collected by customers.
• Billing: Invoices will be issued on the 15th of each month for orders fulfilled in the previous month.

⚠️ Important Note:
This pickup timing requirement applies only to Traveller Departure and Arrival products. It does not affect the availability of Home Delivery products, which remain available for purchase as usual. There is no need to close your entire store or change normal weekend operations — only the lead time for airport collection is affected.

Orders that do not comply with the Shipping Deadline may not be fulfilled in time for departing or arriving Travellers to collect. Such orders are likely to be cancelled and refunded. This leads to a poor customer experience and should therefore be avoided.

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