Opendock Manual and FAQs

Please review the Opendock Manual by following the link below: 

 

FAQs

 

1.       There are 2 Trillium warehouses (in Caledon and Brampton) – Can agents use either warehouse for pickups/returns of Specialty Services products?

Agents must use the Trillium Caledon warehouse for pickups/returns. There are no Specialty Services pickups/returns available at Trillium Brampton.

 

2.       Do all pickups and deliveries at Trillium require an appointment?

Yes. You can not enter Trillium without a Appointment Confirmation Number, Date and Time.   

 

3.       How do I book an appointment at Trillium?

All appointments must be booked through www.opendock.com.

 

4.       Can I book same day appointments? How far in advance can I book appointments?

For Agent Pickups: No same day appointments. Bookings can be made up to 7 calendar days in advance.

For Inbound Deliveries: No same day appointments. Bookings can be made up to 30 calendar days in advance.

 

5.       What is the cutoff time to book next day appointments?

Bookings must be made for available timeslots by 2 PM.  

For Agent Pickups: Booking times are Monday – Friday from 6:15 AM to 5 PM.

For Inbound Deliveries: Booking times are Monday – Friday from 6:15 AM to 8:30 PM.

 

6.       Can I select my own appointment time? 

Yes. Select from the available slots at the time of booking. Unavailable time slots will not appear on Opendock.

 

7.       Can I book one appointment for multiple vehicles?

No. You must book one appointment for each vehicle/trailer/container entering the yard.

 

8.       Can I book one appointment for both an Agent pickup and an Agent return?

You must book two appointments. First make an appointment for the pickup; then make an appointment for the return. Try to select similar times for both appointments. In the Special Instructions field of the return, indicate the Appointment Number of the pickup appointment.

 

9.       Why am I getting an error message after booking my appointment?

Opendock includes some system validations. For example, if you enter an invalid Shipment ID/PO Number, you will receive an error message. Review details and correct.

 

10.   What are the statuses and errors in Opendock:

 

Requested:

· When you FINALIZE or appointment or make changes in Opendock, you will receive an email indicating Requested status.

 

Confirmed:

· When all Shipment ID/PO Numbers entered are valid, you will receive an email indicating Confirmed status.

 

Correction Required:

· If all Shipment ID/PO Numbers in the appointment are invalid, correct within 1 hour or by the cutoff time, whichever comes first, starting from the time of the original appointment.

· If you don’t make any changes or all the new changes are still all invalid, the appointment will be canceled after 1 hour from the original appointment, or by the cutoff time, whichever comes first.

 

Confirmed, with Errors:

· If your appointment includes errors (e.g., invalid Shipment ID/PO Number) but has at least one valid Shipment ID/PO Number, you will receive an email indicating Confirmed, with Errors status.

 

Canceled:

· You may receive an Appointment Cancellation email for various reasons including:

     o   If you cancel an appointment in Opendock

     o   If you haven’t made corrections to appointments in Correction Required status

     o   If you miss an appointment at Trillium

     o   If Trillium experiences a significant event stopping operations

 

Appointment Reminders:

· You may receive email reminders the day before upcoming appointments.

 

Post Cutoff Changes:

· You will receive this message if you make changes to appointments after 2PM cutoff.

 

Post Cutoff Changes, With Errors:

· You will receive this message if you make changes to appointments after 2PM cutoff, and the changes include errors.

 

Order Not Found:

· You may receive this error for various reasons including mistyped Shipment ID/PO Number.

 

Order already Shipped:

· You will receive this error if your Shipment ID/PO Number was already completed.

 

Shipment already on other Appointment:

· You will receive this error if your Shipment ID/PO Number was used in another appointment.

 

11.   Do I really need to address error messages? What happens if I don’t do anything?

Address all errors right away. Appointments with errors run a risk of automatic cancellation.

 

12.   What do I do if I get an “Order Not Found” error?  

Agent Pickups: Contact your B2B Service Representative

Inbound Deliveries: Contact traffic@lcbo.com

 

13.   Do I need to include all Shipment ID/PO Numbers on the appointment?

Agent Pickups: You must include at all valid Shipment IDs.

Inbound Deliveries: You must include at least one valid PO Number in the Trailer/Container.

 

14.   What should I do if I get a Correction Required notification?

· This means all Shipment ID/PO Numbers entered in the appointment are invalid. You must correct within 1 hour or by the cutoff time, whichever comes first, starting from time of original appointment.

· If you don’t make any changes or all the new changes are still all invalid, the appointment will be canceled after 1 hour from original appointment, or by the cutoff time, whichever comes first.

 

15.   Can I cancel or change my appointment?

Yes. If you must cancel, do so at least 2 hours BEFORE the appointment time (you can not cancel AFTER the appointment). To cancel the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Cancel Appointment.  A pop up will appear. Click Confirm Cancellation.

 

16.   Opendock is not letting me cancel my appointment. What should I do?

This is likely because the appointment has already passed. After 6PM -- The missed appointment should be cancelled by Trillium.

 

17.   How can I reschedule my appointment?

If you must reschedule, do so BEFORE the appointment time. To reschedule the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Reschedule Appointment.  Follow the steps to Reschedule.

 

18.   I missed my appointment, what do I need to do to rebook?

Missed appointments are recorded as No Shows. Rebook to another date and time.

 

19.   How do I edit appointments?

Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Edit Appointment. Make the change. Click SAVE CHANGES. Do not make any other changes until you receive the email notification and then refresh Opendock before clicking EDIT Appointment again.

 

20.   Why am I not getting any email notifications?

Notifications are sent to the email address associated with the Opendock account.  If you do not receive any notifications, check your junk mail.

 

21.   What is the best browser for Opendock?

Google Chrome is recommended.

 

22.   I have an Opendock question – who can help me?

Do not contact Opendock or use the Opendock chat feature. Review the Trillium Supply Chain Facility Help section on Doing Business with LCBO for details.