There are a few things you need to check before you can expect to receive payment from your customer for a completed load. We’ll run through the checklist with you so you can make sure you have everything submitted correctly to avoid delays in payment or receiving negative feedback from a customer who provided you with instructions.
IN THIS ARTICLE:
- Checklist for getting paid
- When to expect payment for a completed load
- How to fix an invoice or update bank details
- 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
3. What must I do after getting paid?
1. When will I get paid?
Checklist for getting paid
Once you’ve completed a load, it’s a good idea to run through this checklist to confirm that you’ve submitted everything your customer needs to pay you.
✔ Have you created a POD?
✔ Have you created an invoice?
✔ Have you posted requested hard copies of each as requested by your customer?
When to expect payment for a completed load
You should receive payment within the agreed payment terms which the load poster advertised when you accepted the load.
Remember, you must have sent your invoice to the load poster for the payment term to kick in.
Most our members’ payment terms on the platform are between 7-30 days from invoice, with a few exceptions being 60 days from invoice. It’s important to check the payment terms before accepted the load because if you don’t like a certain payment term but you’ve already quoted and been allocated the load, you have no choice but to carry out your side of the agreement and wait for payment within the stated timeframe.
To view the member’s payment terms for the load you’ve completed, visit your Diary.
Scroll down to your completed load and there you’ll see when to expect payment once you’ve invoiced.
Another way to check when payment is due is by going to your invoices and looking at the far-right hand column that says, ‘Due Date’.
How to fix an invoice or update bank details
If you’ve realised that you put the wrong bank details or incorrect items on an invoice you’ve already sent, don’t panic. You can fix this easily.
Step 1) Notify your customer either by phone call, text message or email so they know not to use the recent invoice you’ve sent and to wait for the right one to come through. Communication is key.
Step 2) Go to the ‘Accounting’ tab.
Step 3) Click on where it says, ‘Add footer/bank details’.
Step 4) This will take you to your Biller’s profile where your bank details are located. Fix the information and click ‘Save’ when you’re done.
Step 5) Next, you’ll need to go back and find your invoices. Click on the ‘Accounts Receivable’ tab and scroll down to ‘Invoices’.
Step 6) Find the invoice you’re looking for using the search filters provided and once you’ve located the one you want to fix, click on the ‘edit’ icon next to it.
Step 7) Make your amendments and click ‘Save’ when done.
Step 8) Click on the ‘Email’ icon to resend this updated invoice to your customer.
Remember to print and re-post a hard copy to the same address if your customer has requested it in their load notes.
It’s also a good idea to notify them that you’ve fixed the invoice and have resent both digital and hard-copy versions.
2. 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 SECTION:
- 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
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 subnmitted all this crucial information, click 'Leave Feedback' and return to the Feedback screen to complete the process by clicking on the 'Confirm Complaint' button.
3. What must I do after getting paid?
Once you’ve received payment into your bank account for your completed load, you’ll need to ‘process’ the payment on the CX system.
IN THIS SECTION:
Why you need to process payments
Confirming a receipt of payment, or 'processing a payment', keeps your accounts tidy and organised so you can easily see money owed to you (outstanding invoices) and money you've already received.
Confirming a receipt of payment, known as 'Processing a payment' on our platform, is essential for two reasons:
1. It helps you keep track of who has paid you and who still owes you;
2. It allows the Exchange to see which members are paying their invoices and which members are not.
Processing payments on our system keeps your accounts receivable tidy and helps us monitor potential problem payers so we can proactively address the issue.
How to process a payment
Before you record a receipt of payment on our system, make sure you've received the money in your bank account for the corresponding invoice.
Once you've confirmed that the money is in your account, you can go ahead and process your payment on the CX system.
There are two ways in which you can process a payment.
Option 1
Step 1) Assuming your bank details haven’t changed, go to the ‘Accounting’ tab, and navigate to ‘Accounts Receivable’.
Step 2) Click on 'Process a payment'.
Step 3) Next, click on the dropdown arrow next to 'Invoice' and choose the invoice for which you’d like to record a receipt of payment. 
The total amount owed to you and the date will be filled in for you automatically.
If you've already received a partial payment or received payment on another date, you can adjust these details manually.
Step 4) Choose the method in which you received payment (it defaults to bank transfer) and add any relevant notes. Click 'Save' when done.
You should see this message if your payment process was successful: 
Option 2
Step 1) From the 'Accounts Receivable' tab, click on 'View My Invoices'. 
Step 2) This takes you to all your invoices generated for completed loads.
Under 'Settings', the system defaults to 'Filter by dates', but because you want to see all your invoices, uncheck this box.
Step 3) Where it says 'Filters', change it to 'All'. 
Step 4) Once you've changed this filter to 'All', you should be able to see all your invoices. 
To look for a specific invoice, use the 'Find' search tool to choose how you'd like to search for it.
You can search by Invoice Number, Biller, Due Date, Customer, Customer ID or Booking reference ID as shown below.
Step 5) Once you've found the invoice you're looking for, click on the green ‘+’ to process the receipt of payment. 
This brings up the 'Process a Payment' window: 
The total amount owed to you will be filled in automatically along with the current date.
If you have received a partial payment or were paid on a previous date, you can change either of these manually.
Select the payment method (it defaults to bank transfer) and add any relevant notes then click save.
You should see this message if successful: 
Now that you've confirmed receipt of payment for this invoice, the column that says 'Owing', will be empty. 
And just like that, with a few simple clicks, you've recorded who's paid you for loads completed on the Exchange and can see outstanding payments.
By doing this process for a paid invoice, it also helps us supervise problem payers and proactively step in to make sure you are getting paid the money owed to you.
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