This guide will explain what a dispute is, and when a dispute should be raised in relation to a booking.
In this article:
Purpose of our disputes policy
Acceptable vs unacceptable disputes
How the Exchange handles dispute submissions
Can I raise a dispute against non-members?
Disputes vs Feedback
It's important to know when you should leave feedback and when you should raise a dispute.
Feedback
The purpose of feedback is to rate how well a booking went.
- If you were happy with how the booking went, you can leave positive feedback
- If you weren’t particularly happy with something, but it didn’t result in a major issue, you can leave average or negative feedback.
Disputes
Disputes should not be confused with negative feedback. Disputes should only be raised in the most serious circumstances.
No information relating to disputes (e.g. subject and outcome of the dispute) will not be converted into feedback.
If you have witnessed a member breaking our rules, regulations and general policies of the Exchange, please let us know by submitting a support request.
The purpose of our disputes policy
To protect the Exchange’s integrity, drivers must deliver professionally and load posters must honour payment terms. If a booking seriously affects a member’s business or reputation, disputes may be raised with supporting evidence. All disputes are treated seriously, as they impact both individual reputations and the platform as a whole.
Types of disputes
There are two types of disputes that can be raised on the Exchange.
- Payment disputes. Learn more.
- Delivery disputes. Learn more.
Acceptable vs unacceptable disputes
Please note: the following example scenarios are for illustration only and have not been taken from actual disputes.
How the Exchange handles dispute submissions
When investigating disputes, our team will always remain impartial and fair to both parties. Each dispute will be looked at individually and other factors such as the length of the membership will not play a part in distinguishing facts and coming to a decision.
Before making a dispute we ask that you:
Attempt to resolve the issue directly with the member.
We hope that members can manage any differences of opinion without the need for the Exchange to get involved. Most often this is the case. Therefore, we ask that all disputes be raised after a clear effort has been made to resolve the issue with the other member.
When raising a dispute, please remember:
Evidence will always be required for disputes
For a dispute to be investigated, evidence must be submitted. If no evidence is submitted, then the dispute will be immediately dismissed.
For example, we will dismiss any dispute instantly if:
- the dispute is submitted with no information and/or evidence.
- the dispute refers to accusations or verbal communications that are not backed up with proof.
You are agreeing to abide by the decision we reach.
These decisions are final and not open to appeal.
Processing times for disputes
Most disputes will be investigated and resolved within 10 days. However, more complex disputes may require additional time to reach a resolution.
Once a decision has been made about a dispute, both parties involved will be updated via email.
Can I raise a dispute against non-members?
No, we cannot support payment or delivery disputes against non-members.