Why is my payment late?

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 timeframe then you should contact the member directly to discuss why payment is not reflecting in your bank account.  

IN THIS ARTICLE: 

• Why your payment is late 
• How to follow up on payment  
• What to do if you can’t reach your customer 
• Complaints Resolution  
• How to raise a payment complaint 

Why your payment is late 

We strongly advise reaching out to the member first and communicating the issue with them before resorting to take 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 you can’t reach your customer 

If your payment is 7 days late past the agreed payment terms and you can’t reach the load poster or they can’t give you a reason why they haven’t made payment, you can raise a formal payment complaint through the system.  

Complaints Resolution 

Our complaints resolution exists to keep a level playing field for all members on the Exchange. Formal complaints 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 complaint 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. 
 
 
When to raise a complaint  

If something more serious happened which you feel has compromised your business in some way, raising a complaint through our platform is the recommended action. 
 
 
How to speed up the process 

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 complaints you can raise:

1.  Payment complaint

2.  Delivery complaint
 

Payment complaints  

When should I raise a payment complaint?  
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 complaint.  

When shouldn't I raise a payment complaint?  

• If non-payment hasn’t exceeded 7 working days past the due date on the invoice;
• If payment was received late, rather leave negative feedback.   
   

Delivery complaints  
When should I raise a delivery complaint?  

• 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 complaint.   
 
When our team cannot 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 invoice; 
• Complaints about non-members (this includes former and revoked members); 
• If you proceed with raising a complaint but have no supporting documentation or evidence; 
• Complaints 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 complaint, 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 complaint.  

How to raise a payment complaint 

If you haven’t received payment and you’ve followed all instructions, submitted required documentation and contacted the member yourself, you can raise a payment complaint. 

To raise a payment complaint you must:

1.  Raise it through your Diary

2.  The you will be directed to submit the complaint via our Help Centre and submit the appropriate evidence

How to raise a payment complaint through your diary 
Step 1) Go to your Diary and find the completed load you’re missing payment for.  

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 'Complaints 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 complaint is about; 
• All proof of attempted 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 Complaint' button.