A key benefit of being a member on the Exchange is the ability to network and form strong business relationships by leveraging an extensive network of over 7000 transport professionals.
Receiving good feedback for timeous payment will boost your reputation and appeal to other carriers quoting on posted loads.
After each load is completed, both members can leave feedback for each other based on their experience of working together. The most successful Freight Forwarders achieve excellent feedback by meeting payment terms and conducting themselves in a polite and professional manner throughout the booking.
IN THIS ARTICLE
- How to leave feedback for another member
- When to raise a complaint against another member and how to do it
- What to do if you receive negative feedback or a complaint
- How to block a member you don’t want to work with again
How to leave feedback for another member
You can only leave feedback for a member once the booking is completed on the Exchange.
Here’s how to leave feedback for a completed booking:
Step 1) Visit the ‘Diary’ tab.
Step 2) Click on the ‘Awaiting Feedback’ tab.
Step 3) Click the green ‘Leave Feedback’ button on any of your bookings still needing feedback.
A new window will appear where you can enter your feedback details and any comments.
Step 4) Answer the three questions asked about your experience.
You can leave:
- Positive feedback (“Would definitely use again”, “Delivered Promptly” and “Courteous”.)
- Neutral feedback (“Would maybe use again”, “Acceptable delivery time”, “No comment”.)
- Negative feedback or a complaint (“Would NOT use again”, “Unacceptable delivery time”, “Not courteous”)
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 it’ll help them get future bookings by other members on the Exchange.
When to raise a complaint against another member and how to do it
We always advise members to resolve issues between themselves by communicating directly. Sometimes, however, that isn’t possible, and as a last resort, you may decide to raise a formal complaint against the other member.
Remember, while it’s necessary to raise a complaint, it will damage the business relationship you’ve earned with the other member and may lead to their suspension on the platform or their account being revoked.
When submitting a complaint, please make sure to have as much supporting evidence as possible for your claim, so our team can investigate fairly.
When to submit a complaint
If you experienced minor problems during 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.
A few examples of what may lead to you submitting a complaint;
- If the delivery time was completely unacceptable.
- If goods are unaccounted for.
- If you’re sure that somebody damaged the goods in transit.
- If the carrier was abusive or threatening.
- Missing PODs.
- Poaching.
- Co-loading without permission.
How to submit a complaint:
Step 1) Visit the ‘Diary’ tab.
Step 2) Click on the ‘Awaiting feedback’ tab.
Step 3) Click the green ‘Leave Feedback’ button on any of your bookings still awaiting feedback.
A new window will appear where you can enter the feedback details and any comments.
Step 4) Answer the three questions on your experience with the carrier.
Select at least one of the following options:
- “Would NOT use again.”
- “Unacceptable delivery time.”
- “Not courteous.”
If you click any of the above negative feedback options, you’ll have the choice to submit a formal complaint, click ‘Yes’ to continue.
Step 5) Read the info window that appears and press ‘Ok’ to confirm. You can upload up to four documents to support your complaint.
Step 6) When you’re finished click ‘Submit Complaint’.
What to do if you receive negative feedback or a complaint
If another member submits negative feedback or a complaint, as you are a Freight Forwarder, it will most likely be due to late payment, so it’s essential to use the ‘Accounting’ tab to keep track of your finances.
When members receive negative feedback or a complaint against them, they are emailed directly to make them aware of the situation.
If you feel the negative feedback or complaint made against you was unfair, you have the option to report it.
Before you 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.
You should be aware that reporting abuse will temporarily take the negative feedback off public view, whilst it is moderated using supporting evidence provided by both members. A decision will then be made to republish the feedback or permanently remove it.
Similarly, complaints are not published immediately, and both members are given the opportunity to submit evidence before a final decision is made.
To report abuse:
Step 1) Visit the ‘Diary’ and then click the ‘Recent Feedback’ tab.
Step 2) Locate the load you received negative feedback for.
Step 3) Click’ View Feedback’.
Step 4) 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.
Please note: The moderator’s decision will be final, and they will not grant appeals.
How to block a member you don’t want to work with again
While we would always suggest coming to an amicable resolution with other members, the option to block another member is available to you if you need it.
Blocking a member on the Exchange has three effects:
- It will stop the member from seeing your loads and receiving notifications for them and prevent them from seeing your planned journey entries.
- It will stop the visibility of your compliance documents
- It will stop them from seeing your subcontractor’s location (Premium)
These same rules will apply in reverse to you.
You can view a list of members you’ve blocked or been blocked by and add new members to the list in one place:
Step 1) Click the menu button from the tabs at the top.
Step 2) Click ‘Other’ 
Step 3) Look to the left side of the page. From the menu click ‘Blocked Members’.
Step 4) Enter the member’s name or ID and click “Block Member” to confirm your choice.
