This guide will help you do everything you need on the Orkestro portal, including booking a courier, tracking your deliveries, contacting support, and requesting refunds.
Book a courier
Once you’ve created an order, you can choose how it gets dispatched:
Automatic Dispatch: If you’ve set up dispatching rules, just select Auto-dispatch. The order will follow your pre-defined rules and be assigned to the appropriate courier.
Important: Auto-dispatch is only available when your order includes a basket value. If it’s missing, this option won’t appear.
Manual Dispatch: If you prefer to choose a courier yourself, select your preferred one from your list.
Tip: You can manage your connected couriers and dispatching rules in the Settings section of your portal.
Track a courier
Once a courier is assigned to your order, you can track their location in real time (if the fleet shares live tracking):
- Open the order in your Orkestro Portal.
- Go to the Tracking tab.
- You’ll also find the driver’s phone number there (if available).
Tip: Click the map icon directly from the order list page.
Chat with a courier support
To contact the courier’s support team:
- Open the relevant order.
- Go to the Fleet tab.
- Click the chat icon next to the booking you want to talk about.
Tip: Click the chat icon directly from the order list page.
Request a refund
To request a refund for a specific delivery:
- Open the Orkestro Portal.
- Locate and open the order.
- Go to the Fleets tab.
- Click on the Request Refund icon for the booking you'd like to receive a refund for.
Search for a past order
To find a past delivery:
- Go to the Historical Orders page: Orkestro Historical Orders
- Use the search bar and enter one of the following:
- Order reference
- Courier booking reference
- Orkestro Order ID
Note: If an order is still active/live, it won’t appear in the Historical Orders section. You can find it from your main Orders page instead.
If nothing comes up, the booking may not have been created on Orkestro. Please double-check with your e-commerce provider or reach out to our Support team.
Still need help? You can always create a support ticket and our team will look into it.