Roles: Administrator & Employee | Interface: Web & Mobile
Please Note: This feature is only available to selected customers in Germany and Italy.
When and how to pick up a return order
Once you have created and packed a return shipment in ON!Track, the next step is to arrange the pickup of your tools.
This can happen in two ways:
You schedule the pickup yourself through Hilti Online.
Hilti Customer Service schedules the pickup for you after receiving your request by email.
Both options are triggered from ON!Track.
When to schedule a pickup?
You can schedule a pickup after you have:
Selected the tools for return in ON!Track.
Packed the tools and confirmed them in your shipment.
Finished all items you want to include in that shipment.
If your shipment is ready, you will see it with status such as “Open” or “Packed” in the Fleet Return Overview (web) or in the Shipments tab (mobile). From there, you can start the pickup request.
How to request a pickup?
On web
Log in to ON!Track web.
Go to My Hilti Fleet and open the Fleet Return Overview.
Find your shipment in the Return Shipments section.
Click Schedule / order pickup for that shipment.
What happens next:
If your shipment only contains tools from one customer organization (no customer hierarchy case), you are redirected to Hilti Online to complete the pickup order.
If your shipment contains tools for multiple customer organizations (customer hierarchy case), ON!Track automatically creates an email to Customer Service with all shipment details.
On mobile (iOS / Android)
Open the ON!Track mobile app and tap the Fleet Return tile.
Go to the Shipments tab and open the shipment you have packed.
Tap Schedule / order pickup.
The same logic applies:
Single user: You continue in Hilti Online.
Multiple users: Send an email to Customer Service is created.
What needs to be added in Hilti Online?
If you are redirected to Hilti Online:
Enter or confirm: pickup contact person, pickup address and preferred pickup date
Confirm and submit the order.
Indicate the number of boxes or pallets you have used to pack the assets of this shipment.
After you submit, your return order is created and sent to the logistics partner.
What happens if Customer Service handles my pickup?
If ON!Track sends an email to Customer Service:
A Customer Service representative receives all details on the packed assets in this shipment from ON!Track.
They contact you (for example by phone or email) to:
Confirm the pickup contact
Confirm or update the pickup address
Agree on a pickup date
Number of boxes or pallets that need to be picked up.
Customer Service then creates the return order and arranges the pickup with the logistics company, receives all details on the packed assets in this shipment from ON!Track.
You do not need to enter anything in Hilti Online in this case.
How is the pickup time communicated?
After the pickup is scheduled (either by you in Hilti Online or by Customer Service):
You will receive a confirmation with the pickup date and address.
On the Fleet Return Overview page in ON!Track web, you can see:
The Shipment status (for example: Open, Processing, Submitted).
The Return Status Tracker, which shows how many tools are packed, shipped, or already returned.
Once all assets in the shipment are marked as Recently Returned, the shipment is completed and removed from the overview.
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