In this article
Timeframes for submitting a payment dispute
Payment disputes policy in greater detail
How to raise a payment dispute
Payment dispute overview
A payment dispute should be raised if:
- non-payment of the invoice has exceeded 7 working days past the invoice due date.
Before submitting a payment dispute you must check you have:
- attempted to resolve the issue directly with the member
- followed all the instructions in the booking footer of the load
A payment dispute should not be raised if:
- you received the payment but it was late.
In this case, please leave negative feedback for the member.
Timeframes for submitting a payment dispute
Payment disputes must be raised at least 7 days after the agreed payment date and within 90 days of the invoice due date.
All payment disputes raised outside of these time frames will be dismissed.
Please note: We are not getting involved if there is a dispute concerning additional fees.
Payment disputes policy in greater detail
How to raise a payment dispute
To raise a payment dispute, follow these instructions below:
Go to the Diary, select Completed and then Leave Feedback
Select Payment NOT received
A pop-up will appear on the right hand side. Please add the invoice date. It will then ask you to confirm the invoice is more than 7 days overdue.
- If the invoice is more than 7 days overdue, select yes.
- If the invoice is less than 7 days overdue, select no. Please note: payment disputes can not be raised until the invoice is at least 7 days overdue.
Please note: if the invoice was created outside of the Exchange (i.e. using your own accounting software), you will be asked to provide the date the invoice was raised and then confirm it is more than 7 days overdue.
To continue with raising a dispute, you must confirm the following:
- You have submitted the invoice and POD
- You have verified the member has received the invoice and POD
- You have attempted to resolve the non-payment with the member
- You can provide written/recorded proof of this attempted contact
If the answer is yes, tick all boxes and press Confirm.
You'll then need to read and acknowledge the Info pop-up, before you can upload your evidence and submit your payment dispute.
To upload your evidence, click on Browse and add the relevant documentation, including
- The load or invoice ID the dispute is about and;
- All proof of attempts to contact the other member
Once you have uploaded your evidence, please answer the remaining two questions on the screen
- Were the delivery instructions...
- Would you work for this company again?
Then click Confirm Complaint to submit your payment dispute.
If you need to edit your dispute at any point, navigate to the related load and click Edit Feedback.
Please remember:
- You must attach evidence to your dispute: if your dispute does not have evidence attached, your dispute will be automatically dismissed.
- Payment disputes must be raised per booking: if you have multiple disputes against one company, you will need to submit a payment dispute for each booking.
- Payment must be between 7-90 days overdue: payments more than 90 days overdue cannot be disputed.