Introducing Box Request Pickups: Live Tracking, Driver Chat and Proof of Pickup
· MSP Disposal Team · 9 min read
Getting retired equipment collected shouldn't take a string of phone calls. Box Request Pickups let you book a pickup from the web portal or the iOS and Android apps, watch the truck arrive on a live map, chat with your driver, and keep signed, photo-backed proof of every collection. Here's how it works.
Booking a Pickup Shouldn't Take a Phone Tree
If you've ever sent retired equipment our way, you know the routine. The boxes are packed and waiting by the dock, and then the calls and emails start. Has the pickup been scheduled? Is the truck still coming today? Someone ends up watching the parking lot for a driver who could be five minutes away or two hours away.
Box Request Pickups replace that back-and-forth with a single request you can follow from start to finish. You tell us what's ready and when suits you. We schedule it and assign a driver, and from then on you can see every step, right down to watching the truck approach on a live map. When the driver leaves, you have photos, box counts and a signature to show for it.
What's New
- Request from anywhere. Book a pickup from the web portal or the MSP Disposal app for iPhone, iPad and Android, with pictures of each box type so it's clear what you're choosing.
- Know when we'll arrive. Once the driver sets off, you see the truck on a map with a live ETA. A heads-up arrives when they're about two minutes away.
- Talk to your driver directly. Every pickup has its own chat for text and photos, on the web and in the app.
- Get proof of every pickup. Timestamped photos, the box counts actually collected, an on-site signature and a full event timeline are attached to each request.
- Stay informed without checking. Push notifications and your in-app inbox keep you posted at every stage. The milestones that matter most also arrive by email, with the full details.
Why It Matters
Fewer Calls, Less Waiting
Every question that used to need a phone call is now answered on the request itself or sent to you as a notification: has it been scheduled, who's coming, how far away are they.
A Predictable Arrival
You choose a preferred date and time, and you're told the scheduled date, your driver and their truck as soon as it's confirmed. On the day, the live ETA and an "almost there" alert give whoever is on site time to open the dock and meet the truck.
Chain-of-Custody Evidence
In IT asset disposition, knowing your equipment left the building is only half the story. You also need to be able to show it. Every completed pickup carries a photo-backed, signed record, ready for your own audits and your clients' questions.
How to Request a Pickup
- Start a new request. In the web portal, open the Box Request Pickup form, or tap + on the Pickups tab in the iOS or Android app.
- Choose the pickup location. Pick one of your saved addresses or add a new one. Contact, site hours, access notes and the liftgate setting come from that address, and you can change the liftgate setting for this pickup if you need to.
- Tell us what's ready. Each box type, from 45" and 34" Gaylords to Gaylord dollies and large boxes, is shown with a picture. Enter how many of each are ready to go, or add a custom item.
- Pick a time that works. Choose a preferred date and a preferred time window: morning, afternoon or any time.
- Add instructions. Let the driver know anything useful: where the boxes are, which entrance to use, who to ask for.
- Attach photos (optional). Up to five photos of the boxes help the driver plan the load.
- Submit. Select Request pickup and you're done. You'll be notified as soon as it's scheduled.
Plans change, and that's fine. See the FAQ below for how to edit or cancel a pickup.
What Happens on Pickup Day
Your driver works from the MSP Disposal driver app, which lists their stops for the day in route order. Here's how the visit unfolds:
- The driver sets off. When the driver taps Start pickup, the app routes them to your address with a live ETA, and you're notified that they're on the way.
- You watch the truck approach. Open your pickup to see a top-down MSP Disposal truck moving across the map, much like following a ride-hailing driver, with a live ETA and an "updated just now" indicator so you know how fresh the position is.
- Almost there. When the driver is about two minutes away, you get an alert with the driver's name, phone number and truck, so someone can meet them.
- Arrival. The driver marks I've arrived and you're notified.
- Collection. The driver takes timestamped photos, records the number of each box type actually collected and, if someone is on site, asks them to sign on the screen.
- Completion. The pickup is marked complete, and the photos, box counts and signature appear on your request straight away.
If something prevents the pickup, for example the site is closed or the boxes aren't ready, the driver marks it as unable to complete and records a reason. You're notified with that reason, and your request shows as being rescheduled.
Notifications at Every Stage
You'll hear from us at each step by push notification and in your in-app inbox, and tapping a notification takes you straight to the pickup. The key milestones also arrive by email, with the details you'd otherwise have to ask for:
- Scheduled: the confirmed date and preferred time, your driver and their phone number, the truck and license plate, the pickup address and the boxes requested. Also by email.
- Driver on the way: the ETA, the driver's name and phone number, the truck and license plate, plus a link to live tracking and chat. Also by email.
- Almost there: the driver is roughly two minutes out, with their name, phone number and truck.
- Arrived: the driver is at your location.
- Completed: the boxes collected against what you requested, the photos and who signed for the pickup. Also by email.
- Couldn't be completed or cancelled: the pickup didn't go ahead, along with the reason. Also by email.
Every so often you may also see an "Our truck is in your area" message. It means one of our trucks is working near one of your locations that day. If you have equipment ready, the message takes you straight to the pickup form, and we'll try to stop by. You'll get it at most once a day.
Chat Directly with Your Driver
Every pickup has a built-in chat between you and your driver, in the web portal and in the app. It opens as soon as a driver is assigned and stays available until 24 hours after the pickup is completed. Send text or photos, like a note that the boxes moved to the side door or a picture of the loading bay. New messages arrive as push notifications that open the conversation directly, so nobody has to sit with the app open. MSP Disposal staff can read the conversation if you ever need support with a pickup.
Drivers Who Know Your Site
Before setting off, your driver sees everything you've told us about the location: the on-site contact, site hours, access notes, whether there's a loading dock and your pickup instructions. Drivers can also leave internal location notes for the next visit, like "use the back dock" or "bring a pallet jack", with photos, so a return trip goes smoothly even with a different driver. These notes are for our team only.
Proof of Pickup You Can Keep
Each request page brings the whole story together:
- Timestamped photos taken by the driver at pickup, alongside any photos you attached
- Collected box counts recorded by the driver, shown next to what you requested, so any difference is easy to spot
- An on-site signature with the name of the person who signed
- A full timeline of events, from the moment you requested the pickup to its completion
For a wider view, the Pickup Photos gallery shows photos across all of your pickups. Filter by request, stage or date to find exactly what you need, whether you're checking last week's collection or pulling together records for an audit.
Behind the Scenes: Scheduling and Routing
Once your request comes in, it's scheduled and given a driver, either by MSP Disposal's logistics team or by a driver who picks it up from the queue of unassigned pickups. Each driver's day is ordered so their stops form an efficient route. Our team can see every truck on a live map throughout the day, and look up any pickup by request number or customer. Every saved address is placed on the map ahead of time, and any address that can't be located is corrected before the truck heads out.
Frequently Asked Questions
Who can see the truck's location?
Live tracking shows the driver's truck, and a customer only sees it while that trip is for their own pickup. You won't see a truck that's heading to someone else, and other customers won't see trips to you. The planned route line is visible only to MSP Disposal staff and the driver. Customers see the truck and the ETA.
Can I change or cancel a pickup?
Yes. While the pickup is requested or scheduled, you can edit the details, add photos or cancel it from the request page. Once the driver is on the way, the request is locked, but you can still message the driver through the pickup chat.
Does someone need to sign?
It's optional, but recommended. If someone is on site, the driver asks them to sign on the screen and records their name. The signature appears on your request, and the completion email names who signed.
How long is the chat open?
The chat opens when a driver is assigned to your pickup and stays open until 24 hours after the pickup is completed.
Do I need the mobile app?
No. You can request, track and chat with your driver from the web portal, and notifications reach your in-app inbox and email. The app is handy if you'd also like push notifications on your phone: get it on the App Store or Google Play.
Guides for Your Team
Rolling Box Request Pickups out across your sites? Download the onboarding guide for the people who'll request pickups, and the two-page overview to share with colleagues and clients.
Get Started
Next time you have boxes ready to go, skip the phone call. Request a pickup and follow it all the way from scheduling to signed proof of pickup. Your existing pickups are always available under Requests.
On the go? Download MSP Disposal from the App Store for iPhone and iPad, or from Google Play for Android, to request pickups, track the truck and chat with your driver from your phone.