Confirm Booking Alert - FAQ’s (Frequently Asked Questions)
What is it?
“Confirm Booking Alert” is an automatic, In-House, messaging system that utilises SMS (Short Message Service over the Mobile Network) to transmit a text message from the Vic Mix Shipping System to one or more mobile phones registered by our Customers.
The intention is to provide our Customers with a reminder of order reservations awaiting confirmation. Additionally, it is designed to prompt customers to contact us to confirm, or cancel, orders before they are due for delivery to site. This aids our optimisation of our resources and reduces misunderstandings.
How much does it cost?
It is essentially FREE to the recipient. Of course, if you choose to respond, or STOP the service via SMS, then a small charge from your Mobile Service Provider will be incurred by you.
How does it work?
Between 9am and 11am each day, you may receive an SMS message from us if:
1. You have order reservations in our system which cannot be dispatched until we receive confirmation.
2. The order reservations are for late in the day or up to midday on the following production day.
3. You have not withdrawn your consent to receive SMS messages from Vic Mix through this or any other service we provide.
The message serves as a reminder that you have an unconfirmed booking with us. We need you to contact us to confirm that the booking is proceeding.
If you don’t confirm the booking within the specified time, the reservation may be lost as we prioritize other confirmed orders.
Responding to a Confirmation Booking Alert and confirming your upcoming order(s) ensures that you have secured your delivery reservation and provides us with the certainty needed to optimize our delivery service.
What information will I receive?
Key information concerning the unconfirmed order. Here is an example with brief explanation for each line of data:
Do I need to register?
No. The system is automatic and will send messages to any Mobile Number(s) connected with unconfirmed bookings in our system (unless you have withdrawn your consent).
How do I withdraw my consent for the service?
We hope you won’t, but if you must, it’s very easy.
1. Simply reply: “STOP” to the message you received. This is an automated feature which disables a single mobile number from receiving future messages. It can be enabled by texting “UNSTOP” at any time.
2. Email us at: info@vicmix.com.au . Please include your Name, Company Name, and Mobile Number, and instruct us to ‘STOP SMS Services’. This is a manual disabling of SMS communications based on your account or company name. Any mobile numbers associated with the Company Name will no longer receive future messages.
3. Give us a call on: 03 8792 3150. It is likely we may ask you to email some details in order to ensure we carry out your instructions correctly.
Please appreciate stopping one SMS Service stops all SMS communications from Vic Mix
What if I change Mobile Number?
In most cases, that shouldn’t be a problem. If you have provided your new Mobile Number as a contact point when placing your order, it’s likely that number will be used.
However, to be sure, we encourage you to email us at: info@vicmix.com.au with your Name, Company Name, and Mobile Number asking us to ‘UPDATE Contact Details’. Then we will update your account profile with the new information you provide.
What if I close my Trading Account?
We hope you won’t, but if you do, here is what will happen.
A message can only be sent for unconfirmed Orders. If the Trading Account is closed, or you stop placing concrete orders with us, then automated messages cannot occur.
Why am I not getting messages?
Successful message transmission relies on 5 key components: 1.Correct information, 2.Vic Mix In-house Software, 3.SMS Gateway Provider, 4.Your Mobile Network Provider, and 5.Your mobile phone.
- Correct Information
The most common problems are due to some type of human error. Did you give us the right Mobile number? Did we register it correctly and was it assigned to the correct Customer, Project, or Order?
- Vic Mix In-house Software
Vic Mix has developed its own Software that leverages off “Calibre Concrete” (automated Order/Delivery Shipping Software) to collate Customer & Order information to generate messages that are sent from our Servers to an SMS Gateway for transmission to the Mobile Network. We will use best effort to keep these systems operating 24/7, but cannot guarantee 100% up-time. Our primary function is to produce “the best” concrete, not “the best” software programs.
- SMS Gateway Provider
Vic Mix has entrusted Soprano(Redcoal) with all our SMS Mobile Interactions. They handle over 6 billion mission critical messages per year from over 4.5 million users around the world. Their products are used actively by global top-100 companies, leading financial institutions, and large government agencies in four major world regions. They notify us of any service disruptions and they are usually scheduled outside normal working hours.
- Your Mobile Network Provider
Your Provider must have an active service and you must be located within its coverage area. Vic Mix cannot assist with resolving issues stemming from your Provider.
- Your Mobile Phone
Your Mobile Phone handset is the last essential element for successful receipt of messages. Please be aware there are differences between “SMS”,
“MMS”, & “iMessage”. Settings on your phone or an issue with Software Version may be
causing the problem. Vic Mix cannot assist with resolving issues
stemming from your Mobile Phone.
So, there are many reasons for message failure and sometimes we may not be able to resolve the problem for you. There may be nothing more we can do.
Vic Mix “Confirm_Booking_Alert” Terms & Conditions
- The sending of SMS messages is provided by Vic Mix to its Customers FREE of charge. We are not responsible for any charges generated by Customers in responding to the service via SMS, or otherwise.
- We reserve the right to determine which Customers qualify for the service and may withdraw the service at any time and without notice.
- We will employ best effort to ensure Mobile Numbers are correctly registered in our system, but the scale of the system and other factors could lead to a situation where someone else receives your message. If such a situation occurs, we will endeavour to correct the problem as soon as we are made aware of it. However, we will not be liable for claims or losses resulting from messages sent to unintended recipients.