You can think of feedback as the currency of the Exchange. Successful businesses on the Exchange are the ones who have the strongest reputations - and your reputation is all about the feedback you receive.
IN THIS ARTICLE:
- How ratings directly influence your success on CX
- How to rate another member
- How to view your ratings
- How to dispute a rating
- How to report abuse
- How to view another member’s rating
How ratings directly influence your success on CX
Receiving a good rating/feedback for a completed booking will most likely lead to more future bookings.
To maximise your chances of receiving good feedback, you should do your best to meet your customer’s expectations, follow instructions, communicate, be on time and don’t co-load.
How to rate another member
Important: Only rate your customer after you’ve been paid for the completed load and the money is in your account.
Step 1) To leave feedback for a completed load, go to your Diary and click the ‘Awaiting Feedback’ tab.
Step 2) Click on ‘Leave Feedback’.
Step 3) A new window will appear.
Step 4) At the very top, enter the date you received payment and answer the three questions.
Top Tip: If you had a good experience with the other member, you could let them know by leaving a positive comment in the box provided. We encourage our members to leave good feedback where it’s deserved because you’ll most likely receive good feedback in return.
What to do if you’re unhappy with how the booking went
If you’re unhappy with any stage of how the booking went, you have the option to leave negative feedback/negative rating.
If you haven’t received payment for a completed load in keeping with the member’s payment terms, for example, you have the option to submit a formal complaint.
Before proceeding, please ensure that you’ve sent the POD and invoice, that the invoice is more than 7 working days overdue and you’ve made considerable effort to resolve the issue with the other member.
Submitting a formal complaint should always be your last resort as it will sever your business relationship.
Step 1) In the ‘Enter feedback Details’ area, if you select ‘Payment was NOT received’, a new section will appear to your right.
Step 2) Enter the date that you sent the invoice to your customer.
Step 3) Next, it will ask you if the invoice is more than 7 days overdue. If it is, click ‘Yes’.
If the invoice isn’t more than 7 days overdue, you will have to click ‘No’ and read the important message advising you of the next steps forward.
Step 4) Confirm that you’ve submitted all the criteria mentioned in the checklist by ticking the boxes. Click the green ‘Complete Step One’ button when you’re ready to proceed with the complaint.
Step 5) A ‘Confirmation Step Two’ window will open. Click on the green button that says, ‘Submit Complaint’. A new tab in your browser will open, redirecting you to an online form.
Step 6) Start by filling in your email address.
Step 7) Click on the drop-down menu that says, ‘How can we help?’ and click on ‘Feedback and Complaints’.
Step 8) Choose ‘I’d like to raise a payment complaint’.
Step 9) In the 'Description’ box provided, detail the attempts you’ve made to chase payment along with any other supporting evidence you might have. Fill in the rest of the form and click ‘Submit’ when you’re done.
Step 10) Go back to the previous window you had open for CX and check the box that says, ‘I have submitted the complaint form’.
Step 11) Click on ‘Complete Step Two’ to finish submitting your complaint. Your customer will have 5 working days to respond to the complaint.
How to view your own ratings
Step 1) Go to ‘Recent Feedback’ on your dashboard to view your feedback.
How to dispute a rating
If you received a rating that you feel was unfair, you have the option to report it.
Before you go proceed, do your best to reach out to the other member and try to resolve the issue with them directly before bringing this to our attention.
How to report abuse
If you think a member left you a negative rating because they acted unprofessionally during the booking, but you completed the load without any issues along the way, you can report this as abuse.
Step 1) Go to the ‘Recent Feedback’ tab in your Diary.
Step 2) Click on ‘View Feedback’.
Step 3) Click on ‘Report Abuse’.
Remember, you must have a legitimate reason and supporting evidence when reporting abuse. A “he-said, she-said” scenario won’t be accepted.
Write a few comments explaining the situation and why you feel this rating was unfair. It will be temporarily hidden from your profile while our moderators investigate.
Please note: The moderator’s decision will be final, and no appeal will be granted.
Feedback and complaints should not be mixed up. Each one has its own appropriate solutions.
- If you experienced minor problemsduring a booking with a member, you would leave negative feedback.
- If something serious happened and you want to alert the rest of the Exchange to their unprofessional behaviour,you would submit a formal complaint.
Formal complaints are taken seriously, so this should be your last resort if you can’t come to an amicable agreement with the member privately.
How to view another member’s rating
Once our team has approved a member’s feedback rating for a completed load and there are no disputes, it will be publicly visible to the rest of the Exchange.
Feedback is never removed (unless requested by the member who wrote it) and remains permanently visible.
There are several areas on the site and the mobile app where you can see a member's feedback:
- Live Availability Map
- Loads page
Here’s how to find feedback using the 'Directory':
Step 1) Navigate to the 'Directory' tab.
Step 2) Use the search tab and enter the member's company name or member ID.
Step 3) Click on the search result highlighted in blue once it appears and the member's information will be displayed as below.
Step 4) To the right of their information (next to their phone number) you will see two columns. This is where the member's feedback is.
Del = Delivery Feedback
Pay = Payment Feedback
Clicking on either option will take you to their feedback (you will have access to both).
You also have the option to view all their feedback or from a specific date range,
or filter by type of feedback received.
Any formal complaints made against them can also be viewed across the same time frame.