In this article:
When should I raise a delivery dispute?
How to raise a delivery dispute
Delivery dispute overview
A delivery dispute should be raised if:
A major issue with a driver’s service occurred during the completion of a load. Examples of a major issue include:
- co-loading without authorisation
- non-delivery
- damaged goods
- failure to follow instructions or provide documentation
- late delivery without notice or communication; or
- threatening behaviour including abusive or offensive language
A delivery dispute should not be raised if:
You were generally unsatisfied with delivery, but the seriousness doesn’t warrant a dispute. In this case, please leave negative feedback for the member.
If you have witnessed a member breaking our rules, regulations and general policies of the Exchange, please let us know by submitting a support request.
When should I raise a delivery dispute?
Delivery disputes must be submitted within one calendar month of the delivery date.
All delivery disputes raised outside of these time frames will be dismissed.
Types of delivery disputes
There are ten different types of delivery-related disputes that our team has procedures in place for.
How to raise a delivery dispute
- Go to the 'Diary' and click ‘Leave Feedback’ under the member details.
- Select 'Would NOT use again' and 'Unacceptable delivery time'
A red pop-up box will appear saying "You have selected a negative rating. Would you like to submit a formal complaint?"
Select 'Yes'.
An info pop-up will appear. Once you've read through, click 'Ok' to dismiss.
Click on the 'Browse' button to upload your supporting documentation.
Once you have uploaded your supporting documentation, press 'Submit Complaint' to submit your delivery dispute.