You should be paid according to your customer’s payment terms advertised on the load when you accepted the booking. If you haven’t received payment within this agreed time frame then you should contact the member directly to discuss why payment is not reflected in your bank account.
Why is my payment late?
We strongly advise reaching out to the member first and communicating the issue with them before resorting to taking drastic action.
In most instances, there is an explanation for why the payment is late. It could be that they’re missing a POD from you, or they’ve misplaced your invoice by mistake. It’s best to try to reach out to the load poster and get an explanation from them first before taking further action.
How to follow up on payment
You can reach out to your customer about an upcoming payment to make sure they have everything they need to pay you on time, or simply to check what the situation is if your payment is a day or two overdue.
Step 1) Visit your Diary and find the completed load.
Step 2) You should be able to see your customer’s contact details on the load card.
Alternatively, if you know their name or member ID you can search for them using the Directory.
Step 1) Click on the ‘Directory’ tab.
Step 2) Enter their name or member ID.
Step 3) Click on it to expand their contact information.
What to do if I can't reach my customer
If your payment is 7 days late past the agreed payment terms and you can’t reach the load poster or give you a reason why they haven’t made the payment, you can raise a formal payment complaint through the system.
Our dispute resolution exists to keep a level playing field for all members of the Exchange. Formal disputes are taken seriously, and this should be your last resort if you can't come to an amicable agreement with the member privately.
Raising a dispute will terminate the business relationship and could result in the other member having their account suspended, restricted, or revoked altogether.
Word gets around fast on the Exchange. If you're new and are trying to build a good reputation, our best advice is to make every attempt to work things out with the other member.
When to leave negative feedback
If a member fell short of your expectations and you wouldn't recommend them in the future, you can leave them a negative feedback rating through our platform.
If something more serious happened that you feel has compromised your business somehow, raising a dispute through our platform is the recommended action.
If we ask you to submit more documents and evidence, please respond and provide is with these as soon as possible so we can speed up the resolution process.
There are two types of disputes you can raise:
1. Payment dispute
When should I raise a payment dispute?
If non-payment of the invoice has exceeded 7 working days past the due date on the invoice, then you can proceed with a payment dispute.
When shouldn't I raise a payment dispute?
- If non-payment hasn’t exceeded 7 working days past the due date on the invoice.
- Also, if payment was received late, please leave negative feedback.
When should I raise a delivery dispute?
- If the other member has co-loaded without your permission;
- Non-delivery, damaged goods, failure to follow instructions/provide documents, late delivery without notice/communication;
- If the other member attempted to poach your customer at delivery;
- If the other member threatened you in any way or used abusive/offensive language.
If you’re unsatisfied with a delivery, you can leave negative feedback or, if the matter is of a more serious nature, escalate it to a delivery dispute.
When our team can't help
- If you've witnessed a member breaking our Rules, Regulations and General Policies of the Exchange, please contact us;
- If your late payment isn't at least seven days overdue from the due date of the invoice;
- Disputes about non-members (this includes former and revoked members);
- If you proceed with raising a dispute but have no supporting documentation or evidence;
- Disputes raised as revenge for negative feedback received will be dismissed;
- You haven't made an effort to reach out to the other member.
By raising a dispute, you are agreeing to abide by the decision we reach. These decisions are final and not open to appeal.
We encourage you to make every attempt to resolve the matter on your own before proceeding with a dispute.
How to raise a payment dispute
If you haven’t received payment and you’ve followed all instructions, submitted the required documentation and contacted the member yourself, you can raise a payment dispute.
To raise a payment dispute you must:
1. Raise it through your Diary
2. Then you will be directed to submit the dispute via our Help Centre and submit the appropriate evidence
Step 2) Click on where it says, 'Leave Feedback'.
Step 3) Complete the feedback details.
Step 4) Select ‘Payment was NOT received’ on the form.
If you’ve raised the invoice on the Exchange, you’ll be asked to confirm if the invoice is more than 7 days overdue.
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 that it is more than 7 days overdue.
After that, our system will ask you to confirm the following:
- That you have submitted the invoice and POD
- That you have verified the member has received the invoice and POD
- That you have attempted to resolve the non-payment with the member
- That you can provide written/recorded proof of this attempted contact
If you answer 'Yes' to all the above, you will be redirected to a screen where you can access the 'Disputes Submission Form' where you’ll be asked to upload:
- Your member ID and contact info;
- The ID of the other member;
- A copy of the invoice;
- The load or invoice ID the dispute is about;
- All proof of attempts with the other member;
Once you’ve submitted all this crucial information, click 'Leave Feedback' and return to the Feedback screen to complete the process by clicking on the 'Confirm Dispute' button.