How to: raise a dispute

If you encounter an issue with a job (e.g., lost, damaged, or incorrect delivery), you can raise a dispute directly through the Member Portal.

Follow the steps below to ensure your dispute is lodged correctly and processed smoothly.

✅ Step-by-Step: Raising a Dispute

1. Log in to your Member Portal.
   
   

2. Go to “Jobs” → “List”.
   
   

3. Find the job with the issue:
   
   

• Use Quick Search (enter the Job Number or IRN)
  

• Or use Advanced Search (apply filters to locate the job).
  

🖱 If Using Quick Search:

• Open the job information page.
  
  

• Scroll down below the Proof of Delivery (POD) section.
  
  

• Click the “Raise a Dispute” button.
  

🖱 If Using Advanced Search:

• In the job list, find the job on the results page.
  
  

• On the right-hand side, click the “Raise a Dispute” button.
  

4. Follow the prompts to complete the dispute form.
   
   

• Provide as much accurate information as possible to ensure the issue is resolved smoothly and in a timely manner.
  
  

⚠️ Important Information

• 🕒 Timeframe: A dispute can only be raised within 72 hours after the job’s completion time.

• 💰 Refunds:

• If the issue is confirmed to be the Runner’s fault and there is no FreightSafe Warranty on the job, delivery charges will be refunded.

• Compensation for damaged goods is only possible if the job is covered under a FreightSafe Warranty program.
  
  

📄 Learn more about FreightSafe Warranty: Click here