I didn't get a confirmation email
Don't panic. Here's a quick checklist before reaching out.
Step 1 · Check your spam folder
Confirmations come from shipments@modalglobalusa.com. Some corporate spam filters classify them aggressively, especially the first time. Mark the address as not-spam if you find it there, and future replies should land in your inbox.
Step 2 · Check the timing
| Time since submission | What to expect |
|---|---|
| Less than 30 minutes, business hours | Be patient — Troy may be reviewing it right now |
| 30 min – 2 hours, business hours | Reasonable to follow up if it's important |
| More than 2 hours, business hours | Something might have gone wrong — follow up |
| Submitted after-hours or weekend | Wait until next business morning |
See How long until I get confirmation for the full picture.
Step 3 · Check the email address you sent from
Confirmations go back to whichever address sent the original request (or the address you entered in the form). Common gotchas:
- You sent from a personal account but expected the reply at your work email
- A typo in the email address you entered on the form
- Your IT department blocks external mail to certain addresses
If the confirmation went to the wrong address, the order is still real — it's just that you didn't see the reply. Follow up by replying to your sent email or by sending a fresh email referencing what you submitted.
Step 4 · Follow up
Email back to shipments@modalglobalusa.com with the original details and ask for status. Don't re-submit the request from scratch — that creates duplicates.
A useful follow-up looks like:
Hi — I sent a transport request yesterday around [time] for pickup at [address]. I haven't seen a confirmation yet. Could you let me know its status?
If it's truly time-critical, call dispatch instead. See Who to contact.
Common reasons no confirmation came
| Reason | What's happening |
|---|---|
| Email got caught in spam (yours or theirs) | Most common cause. Check spam, then mark as not-spam. |
| Wrong reply-to address | Confirmation went somewhere else. Order is fine; just resend a "where is my confirmation" follow-up. |
| Email arrived but the system flagged it for review | Troy is reviewing manually; takes longer than auto-confirm. Patience. |
| Email got classified as not-a-shipment-request by mistake | Rare but possible. A quick follow-up clears it up. |
| Email never arrived at all (forwarding / DNS / spam reject) | Re-send. Different result this time = solved. |
Don't keep re-submitting
Each fresh submission creates a separate record. If three duplicates show up in our inbox, we have to manually merge them and figure out which is canonical. A single follow-up "checking on status of my earlier request" is much cleaner.