Here are the steps you need to take to see why a customer can’t see a car in Dock before reaching out to CS Request. First look at the history of the car. In the example below you can see that the crew placed the car in the wrong track originally and then moved to the correct one once they realized. If you go to the waybill and check the WATSS tab you will see the move it caused the car to go into NB status (no bill). You will need to change it to ON (on hand) and hit save.
Note where your car is and the sequence. Then go to the history to the move where it was moved to the actual customers track and you will change the move type to PAC and hit save. Then you will need to delete the previous PAC move.
Be sure and correct the location and sequence of the car if needed. You can then go to On track to double check that they can see the car.
https://ontrack.watco.com/dashboard
Click on Customer Inventory, enter the road, patron, and Placed for inventory type. You can then see that the car shows in their placed cars now. You can then tell the customer that it is showing in their placed cars now.
If you don’t see it there then reach out to CS request.