Onboarding, lanes, escalations

What support covers and who uses it

This support section covers practical help for ops, dispatch and admin teams coordinating regular movements with us across Gauteng, Cape Town, Durban, Gqeberha, Bloemfontein and more. Use it to solve issues around onboarding new moves, reviewing or updating lanes, handling parcel returns, and knowing when to escalate to the right channel. These notes are for buyers and teams who already move real freight and want solid answers - not theory. Whether you’re booking your first handover or have weekly dispatches humming, our pathways keep you moving and in the know.

• Onboarding for new moves, sites or teams
• Lane reviews when geography, volume, or frequency shifts
• Escalations when you need urgent eyes or hands-on help
• Returns benches for sorting items or missed handovers
• Hub hours for face-to-face coordination and collections

How to choose the right support route

Match your situation to the right support tool, and your team will save both hours and headaches. Use Move onboarding when you’re first setting up a new route, integrating a new site, or bringing a new team member on. Lane review fits when distance, stops, or regularity have shifted and your old workflow is starting to creak. If your handover day isn’t matching the new load-shedding slots or the workshop just moved suburbs, a lane review surfaces problems before parcels pile up.

Choose Escalations for those moments when production is blocked, or a delivery must not miss its window. Escalations are for urgent practical fixes - not for small timing or paperwork delays. Most teams only use it once or twice a quarter, but it's the difference between a clear answer and a rerun of last week's collection drama. For regular sorting or handling misdirected stock, Returns bench gives step-by-step routes and requirements.

Common mistakes when briefing our team

Support delays often start when critical info is missing in the first message. Some teams forget to attach a clear photo of the constraint, or skip naming the city and timing in the subject. Without this, our operators must chase for basics and the fix takes longer. Always check that your mail through our contact form includes:

Sending detailed context saves you a round trip. Watch for these common traps:

• Leaving out one constraint photo
• Not specifying city or hub in the message
• Vague subjects ('Problem', 'Need help') - we need product or path name
• Not mentioning if it started after a climate or shift change
• Bundling urgent requests with routine weekly planning

What to expect from our response

You’ll get a stepwise reply from a real operator out of Sunnyrock, Gauteng. We ask for clear next actions, what photos to send, and when to stop and wait for parts or a visit. Showroom hours can be booked for tricky handovers or if an in-person look will save more time. Our support runs during ordinary business hours and we do not hide behind portals or tickets.

If your request is URGENT, put that in the subject, along with the move or lane. Include a phone number if a call would speed things up. We'll say when a remote fix is enough and when it's time for an on-site look. For local drop-offs, Hub hours gives you the details for collections and queries.

Keep exploring or reach out

You can always find more details on Moves, Products, or Contact. If you’re not sure which route fits or you’re facing something unusual - like remote power, special hygiene, or export timing - send your details through our contact form early. A short, specific mail beats twenty lines of adjectives.

We're built for teams who know load-shedding from the floor and understand why the right context matters. Bring your city, timing and the failure you saw. That’s usually enough for a fast, concrete answer from our Sunnyrock crew.