A key feature of the Exchange is the ability to build and nurture strong business relationships using our extensive network of over 7,500 transport professionals.
After every completed load, both members can leave feedback based on their experience of working together. Receiving positive feedback enhances your attractiveness to other members on the Exchange. The best way to ensure you receive positive feedback is to be professional, courteous, on time, follow load instructions, and if you’re booking carriers, pay their invoices timeously.
IN THIS ARTICLE
- How to rate another member (load poster or carrier)
- When and how to submit a complaint
- 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 rate another member (load poster or carrier)
You can only rate another member if you’ve recently completed a load for them.
Here’s how start the feedback process:
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 feedback details and any comments.
When rating a load poster:
You’ll rate the load poster based on the following criteria:
- Payment;
- Delivery instructions;
- And whether you would work for them again.
You can leave:
- Positive feedback (“On time/ early”, “Detailed no issues” and “Would work for again”.)
- Neutral feedback (“Late - but acceptable”, “Just about enough detail”, “May work for again”.)
- Negative feedback or a complaint (“Late – not acceptable”, “Not enough detail”, “Would NOT work for again”.)
- Complaint (“Payment NOT received”.)
When rating a carrier:
You’ll rate the carrier based on the following criteria:
- Delivery performance;
- Delivery time;
- If the carrier was courteous or not.
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”)
Top tip: If you had a good experience with the other member, let them know by leaving a positive comment in the box provided.
When and how to submit a complaint
We always recommend trying to resolve issues with another member by communicating directly with them. At times, this may not be possible, so as a last resort, you can submit a formal complaint against them.
Remember, while it’s sometimes necessary to raise a complaint, it could destroy your business relationship and may lead to their account being suspended or revoked in more serious instances.
Before submitting a complaint, please ensure you have enough supporting evidence for your claim so our team can investigate promptly and fairly.
When to submit a complaint
If you experienced minor problems during a booking, you would leave negative feedback.
If something more serious happened and you want to alert this behaviour to the rest of the Exchange, you would submit a formal complaint.
Here are a few examples of when you’d submit a complaint:
- If your invoice is seven days overdue and you have not received payment.
- 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.
- If you’re missing PODs.
- If the member was trying to steal your customer (poaching).
- If the member was 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.
Step 4) A new window will appear where you can answer the three questions based on your experience with the other member.
The only way to raise a complaint for a load poster is to select the criteria that says, “Payment not received.”
Similarly, the only way to raise a complaint for a carrier is to check at least one of the following criteria:
- "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 click ‘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
When members receive negative feedback or a complaint is raised against them, they are notified by email to make them aware of the situation.
If you feel you’ve received negative feedback or a complaint that was inaccurate or unjustified, 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 amongst yourselves before bringing this to our attention.
You should be aware that reporting abuse will temporarily remove the negative feedback from public view while it is being moderated using supporting evidence provided by both members. Depending on the final verdict from our moderation team, the feedback will either be republished or permanently removed.
Similarly, complaints are not published immediately, and both members are given the opportunity to submit evidence before a final decision is made by our team.
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 will not be accepted.
Write a few comments explaining the situation and why you feel this rating was unfair. 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 suggest coming to an amicable resolution with other members, sometimes members feel the need to block another member on the Exchange for various reasons.
Blocking a member on the Exchange has 3 outcomes:
- It stops you receiving any notifications from them.
- They won’t be able to see your loads, compliance documents or any planned journeys.
- They won’t be able to know the location of your subcontractors.
Here’s how to find the list of blocked members and add new members to it:
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.
