How to: raise a dispute

Sometimes, things may go differently than planned. When it happens, the first thing to do is to raise a dispute against the job. This will trigger the dispute process as follows:

• It will notify the Runner (the driver who delivered the job) that there is a dispute on the job
• Block the payment for the job/run to Runner until the dispute is resolved
• A dispute case will be created to track the progress
• The support team will start following up with all parties (Sender, Runner, Recipient) involved for more information and evidence

How to raise a dispute

Firstly, log into the member portal and go into "Jobs"->"List".

Find the job that has issues. Use "Advanced Search" if necessary. 

 Click on the "Raise a dispute" button on the right-hand side of the job.

Then you can follow the prompts there to complete the dispute. 

Please provide as much accurate information as possible to ensure the dispute is resolved smoothly and in a timely manner.

IMPORTANT:

1. A dispute can only be raised within 72 hours after the job completion time
2. If it is deemed Runner's fault, delivery charges will be refunded if there is no FreightSafe warranty on the job. Goods damaged can only be compensated if one of the Freightsafe warranty programs is subscribed to. To know more about the FreightSafe warranty program, please visit here.