What happens after you submit
You sent us an email or filled out the form. Here's what actually happens to your request, step by step.
Step 1 · We receive it (within seconds)
Whether you emailed shipments@modalglobalusa.com or used the online form, the request lands in our system within a few seconds.
Step 2 · We read it (within ~30 seconds)
A computer system reads the email and pulls out the structured details — pickup address, delivery address, time, cargo, special handling, reference numbers. It's fast and pretty good, but not perfect.
If the request mentions specific things like "AWB 123-12345678" or "needs dry ice", those get tagged. If something's ambiguous ("usual place" or "the same as last time"), the system flags it for human review.
Step 3 · A human reviews it (typically 1–2 hours, business hours)
Troy (dispatch) — or whoever is on the desk — opens the request, looks at what the computer extracted, double-checks everything, and either:
- Approves it — the request becomes a real OnTime360 order with a tracking number
- Edits, then approves — fixes anything the computer got wrong (a wrong address, a typo, a misread reference)
- Asks you for more info — replies to your email if something critical is missing
- Reaches out by phone — for urgent or unusual cases
Some requests skip review entirely. If you're a regular vendor and your details look perfectly clean, the system may auto-confirm and book the order without waiting for Troy to click anything. You'll know because the confirmation email arrives almost immediately.
Step 4 · You get a confirmation
Either an auto-confirmation reply within minutes, or a manual confirmation from Troy after his review. Either way you'll see:
- A confirmation that we got the request
- An OnTime360 order/tracking number
- The pickup time we're targeting
- Any notes from Troy if needed
Step 5 · The shipment runs
The order is now in OnTime360, our dispatch system. From here it follows whatever the dispatch process is for your service type — pickup, in-transit updates if applicable, delivery confirmation.
Want to check in on a request?
The fastest way is to reply to the original email or confirmation thread — the system links new replies to the same order automatically.
What if it's been longer than expected?
See How long until I get confirmation and I didn't get a confirmation email.