Help centre
Answers about orders, carriers, dispatchers, chat and delivery safety.
How do I create a Pakoline account?
Choose registration, select your actual role, enter your contact details and create a password. Confirm the e-mail address from the message before signing in.
What should I do if the confirmation link expires?
Open the e-mail confirmation page, enter the address used during registration and request a new link. Only the newest link should be used.
How do I protect or recover my account?
Use a unique password, review active sessions and enable two-factor authentication when available for your role. A forgotten password can be reset with a one-time e-mail link.
Can I save an order before publishing it?
Yes. The order wizard saves a server-side draft as you work. You can return to it and publish only after checking the route, cargo, services and budget.
What information makes an order accurate?
Provide exact pickup and delivery points, time windows, cargo dimensions and weight, photos, required services and realistic access notes. Precise data improves matching and offers.
When can I edit or cancel an order?
Most details can be edited before the first active offer. Cancellation is governed by the current order state and, after acceptance, requires a reason that is recorded in the audit trail.
How do I make my carrier profile useful?
Add operating zones, services, vehicle details and a verified phone number. Keep vehicle capacity and registration plate current so matching and compliance checks are accurate.
How do I find suitable orders?
Use the order feed and matching settings. Matches apply route, date, capacity and service filters and show an explanation rather than exposing competitors' information.
Can I transport several orders in one trip?
Yes. Assign compatible orders to a trip only when every route segment has enough capacity and pickup always precedes delivery. The system checks these constraints.
What does free order unlock mean?
A carrier deliberately opens an order to see the details allowed by policy. Pakoline charges no platform fee for this action and records it for security.
Are exact addresses visible before unlock?
No. Public and locked views use city-level or masked location data. Exact addresses are disclosed only when the access policy for that order allows it.
Does unlocking an order create an obligation?
No. It only grants the permitted view and lets the carrier prepare an offer. A transport agreement exists only after an offer revision is accepted.
How does a carrier submit an offer?
Open an eligible order, enter the price and terms, and send the proposal. Only one active offer per carrier and order is allowed, but its terms can be revised.
How do counteroffers work?
Client and carrier create numbered revisions. Each revision preserves price, timing and included services, so the negotiation history cannot be silently overwritten.
What happens when an offer is accepted?
The current revision is accepted atomically, competing offers are closed, the carrier is assigned, a chat is created and an immutable agreement snapshot is stored.
What are My routes?
My routes are journeys you already plan to make. Add the route, date and free vehicle capacity so Pakoline can suggest suitable cargo along the way. Use Find an order when you want to browse existing customer orders.
Can I change stop order after publishing?
A valid reorder uses the current route-plan version. The server rejects stale changes, delivery-before-pickup sequences and capacity violations.
What happens when a trip is cancelled?
The system identifies affected order legs, preserves the history and notifies participants. Order state changes still go through the central state machine.
How does live tracking start?
A verified carrier registers one primary driver device and starts one tracking session for the active trip. The Android app then sends signed coordinate batches.
Can several clients see the same vehicle at once?
Yes, but each client receives a separate access grant limited to that client's order and time window. Other stops, orders and customer details are never included.
What does a gap on the route mean?
A gap marks a period with no trustworthy GPS points, for example offline operation. The map may connect the edges visually but never invents intermediate locations.
Who can see my exact address?
Only authenticated participants or authorized representatives who satisfy the order access policy. Public feeds, advertisements and unrelated users receive masked data.
Does a tracking client see the carrier's full route?
No. The tracking projection contains only the sanitized position and events permitted for the client's own order grant.
How is a public tracking link protected?
The link uses a random token stored only as a hash, has an expiry and can be revoked. Its scope is the specific order grant, not the whole trip.
Where do pickup and delivery codes come from?
The server generates separate short-lived codes and stores only their hashes. The appropriate recipient receives the code through the permitted channel.
Can a driver see the delivery code in advance?
No. The delivery code is intentionally kept from the driver and must be provided by the authorized person at the stop.
What if a code cannot be used?
An authorized user can request a documented emergency override. A reason and supporting evidence are required, and the action is audited.
How do I work with a dispatcher?
Choose a dispatcher from the catalog and create a contract with explicit permissions. The dispatcher must accept it before acting for you.
What can a dispatcher do on my behalf?
Only actions allowed by the active contract, such as managing orders, offers or chat. Permission is checked again on every request and every action is logged.
Is dispatcher work charged by Pakoline?
Pakoline takes nothing: registration, agreements and permitted dispatcher actions cost nothing on the platform, and no date has been set for introducing fees. The dispatcher's own work is a separate matter — a dispatcher may charge for it, and you agree the price and payment method with them directly. Pakoline is not part of that settlement.
Who can enter an order chat?
Only current participants and dispatchers with a valid contract and chat permission. Ending or pausing the contract immediately affects access.
Can I send files in chat?
Supported attachments pass through private storage, type validation and malware scanning. Access is checked when the file is opened, not only when it is uploaded.
Why can contact details be masked?
The platform may mask prohibited contact sharing where policy requires it. Use the order chat so messages remain attributable and available to participants.
What is required for basic verification?
A confirmed e-mail, phone number and identity document are required. Carriers also need an active vehicle with a plate, driving licence and vehicle registration.
How are verification documents handled?
Documents are stored privately, checked for file type and malware, and are visible only to the owner and authorized reviewers.
What does additional information required mean?
A reviewer has identified missing or unclear information. Read the reviewer note, replace or add documents and resubmit the same request.
When can a client open a dispute?
A dispute can be opened from the allowed completed-delivery state within the configured policy window. The server validates the state and current order version.
What can be added to a dispute?
Both parties can add factual responses and scanned image or PDF evidence. The timeline records authors, timestamps, assignment and the final decision.
Does resolving a dispute move money?
No. The dispute workspace records an operational decision and order transition. Financial arrangements remain directly between the transport parties outside Pakoline.
Can Pakoline recover an advance payment or represent me in court?
No. Pakoline does not process transport payments and cannot reverse a transfer, collect a debt, finance compensation or represent a participant in court. The platform can preserve evidence, moderate the case, restrict interaction, sanction or block an account and cooperate with competent authorities where required.
What payment data must never be shared?
Never share a full card number, expiry date, CVV/CVC, PIN, online-banking login or password, one-time code or a photograph of a payment card. Do not send an advance payment to an unknown participant merely because it is requested.
When can I write a review?
A client or selected carrier can review the other party after delivery or closure. One review per author and order is allowed, and self-reviews are blocked.
How is the overall rating calculated?
Rate every required criterion from one to five. The server calculates the rounded average and rejects a mismatched overall value.
Can I respond to or report a review?
The reviewed person can publish one response. Any non-author can report abuse, after which a moderator can keep, hide or reject the review with an audited decision.
How do I install the Pakoline PWA?
Open Pakoline in a supported browser and choose its install or add-to-home-screen command. The installed PWA uses the same secure account and updates automatically.
Why does the Android driver app need background location?
It must continue recording the active trip when the screen is off. Android shows a persistent foreground-service notification while tracking is running.
What happens when the driver has no network?
Signed points are queued locally with sequence numbers and sent in batches after connectivity returns. Duplicates are safely rejected by the server.
Why am I asked to sign in while a page is open?
Your access session may have expired or been revoked. Pakoline first tries secure refresh; if that fails, sign in again and review active sessions in Security.
Why was my document not attached?
Check that the format and size are supported and wait for the security scan to finish. Quarantined or unscanned files cannot be attached to verification or disputes.
Why is tracking stale or a counter not changing?
Confirm connectivity and location permission, then use Refresh. The web app polls updates without reloading; persistent tracking problems should be reported with the trip code.