Support Centre — JA Logistics

Question 1

How do I track my delivery?

Accepted Answer

You can Log in to the Customer Portal at any time to view real-time tracking updates for all your active deliveries. You'll also receive SMS and email updates at key milestones.

Question 2

How do I get a quote?

Accepted Answer

The quickest way for an immediate quote is to log into your customer portal or call us on 0203 667 1335.

Question 3

What happens if my delivery is late?

Accepted Answer

We operate a 98% on-time rate. If your delivery is delayed, your account manager will proactively contact you. You can also call our operations team directly on 0203 667 1335.

Question 4

How do I raise a claim or complaint?

Accepted Answer

Email complaints@jalogistics.co.uk with your booking reference, a description of the issue, and any supporting photos. Our team will acknowledge within 24 hours and resolve within 5 business days.

Question 5

Can I amend or cancel a booking?

Accepted Answer

Contact us as soon as possible on 0203 667 1335 or support@jalogistics.co.uk. Amendments and cancellations are subject to our Terms & Conditions depending on how close to collection time the request is made.

Question 6

Where can I find my invoices?

Accepted Answer

Invoices are sent to your registered billing email. You can also access them via the Customer Portal. For issues about a specific invoice, email accounts@jalogistics.co.uk. Any invoice issues need to be between core opening hours as the out of hours team cannot access invoices.

Question 7

Can I integrate your software with ours?

Accepted Answer

Yes — Our booking Portal supports integration. Do you have customers who book a lot of transport orders? Then you can offer your customers the possibility to use the API’s of JA Logistics Software, with which a direct connection between our software and theirs/yours can be set up.
For example, new orders and/or new customers can be sent automatically from an order or ERP system to our Transport Management System for dispatch. (Ideal for fulfilment or E-commerce).

Question 8

What is route optimisation?

Accepted Answer

Route optimisation is the process of determining the most efficient path for a delivery or collection. At JA Logistics, we use advanced route planning technology to ensure your consignments are collected and delivered as quickly and cost-effectively as possible. If you have several drops, with one click of a button we can tell you the fastest and lowest mileage route to save you time and money.

Question 9

How do I register as a driver?

Accepted Answer

Visit our driver registration page or email drivers@jalogistics.co.uk with your full name, vehicle type, and operating area. Our onboarding team will be in touch within 2 business days.

Question 10

How do I receive and accept jobs?

Accepted Answer

All jobs are dispatched through the drivers portal/platform. Ensure your availability is set correctly and notifications are enabled to receive job alerts in real time.

Question 11

When and how do I get paid?

Accepted Answer

Payments are processed weekly every Friday for all completed jobs from the previous week. Funds are transferred directly to your registered bank account. For payment queries, email accounts@jalogistics.co.uk during core business hours as the out of hours team cannot assist with invoice queries.

Question 12

What do I do if I have a problem on a job?

Accepted Answer

Call our operations line immediately on 0203 667 1335. Do not leave a collection or delivery point without speaking to the team first. Safety and communication are our top priorities.

Question 13

How do I update my vehicle or insurance details?

Accepted Answer

Email drivers@jalogistics.co.uk with your updated documents. All vehicles must have valid insurance, MOT, and road tax & relevant insurances on file before accepting jobs. Expired documents will result in job suspension.

Question 14

What is the code of conduct for drivers?

Accepted Answer

All drivers must maintain professional conduct, wear appropriate attire, handle goods with care, and communicate proactively with the operations team. Full details are in your Driver Welcome Pack.

FOR OUR CUSTOMERS.

FOR OUR DRIVERS.

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