Guest Notifications and Shipment Tracking
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Takumo Pro automatically sends notifications to guests throughout the forwarding process and provides real-time tracking for both staff and guests.
Automatic Notifications Sent to Guests
Trigger | Notification Sent | Channel |
Booking confirmed | Booking confirmation with tracking link and QR code | Email |
Carrier collects item | Your luggage has been collected by [carrier] | Email + SMS (if enabled) |
Item in transit | Your luggage is on its way | Email |
Item delivered | Your luggage has been delivered | Email + SMS |
Delivery exception | There is an issue with your delivery — see tracking link | Email + SMS |
Notifications are sent in the language set in the guest's booking. If no language is specified, notifications default to English for non-Japanese names and Japanese for Japanese names.
Checking Tracking Status in Takumo Pro
Open any booking and scroll to the Tracking section. The current carrier status is displayed along with a full event timeline showing every scan point from collection to delivery. This data is pulled from the carrier API in real time.
To share the tracking link with a guest, click Share Tracking in the booking actions menu. This copies the tracking URL to your clipboard. You can send it via email, LINE, or any messaging channel your hotel uses.
What to Do if Tracking Shows No Update
Tracking updates depend on the carrier scanning the item at each transit point. Gaps of up to 24 hours are normal for domestic shipments during transit. If there is no update for more than:
● 48 hours for domestic shipments
● 72 hours for international shipments
Contact the carrier directly using the tracking number. For Yamato call 0570-200-000. For Sagawa call your account representative. For Japan Post call 0570-046-666. For DHL call 0120-39-2580.
Takumo Pro's 7-year digital archive retains the full booking record and all tracking data, providing a complete evidence trail for any carrier claim.
Raising a Carrier Claim for Lost or Damaged Luggage
If a guest's luggage is lost or damaged in transit, the claim is raised directly with the carrier following their standard process. Takumo's digital record supports the claim:
● Open the booking and click Download Waybill Record
● The PDF includes the full booking details, label image, carrier tracking history, and timestamp
● Submit this document with the carrier's claim form
Yamato's liability limit is ¥300,000 per item unless additional insurance is declared at booking. Sagawa and Japan Post limits vary — refer to your carrier contract.
💡 TIP Encourage guests to declare high-value items at booking and to use carrier insurance for items valued above the standard liability limit. |