There are situations where a job must be cancelled. While it can be frustrating, it is good to know how the cancellation and refund process works. The golden rule is that communication is key! Before submitting a cancellation request always make sure to contact the other party to let them know what is going on and discuss alternative options to cancelling. Please find below the process and FAQs regarding cancelling a job.
Steps to cancel a job:
1. Submit a Cancellation Request
(If you did not initiate the cancellation request, but rather you received an email saying a cancellation request was submitted by your transport provider, you can skip straight to step 2).
Login to Truckit and go to Listings & Bookings, then click on the listing you would like to cancel to open the listing page. Once on the listing page, find and click the option to 'Request Cancellation'. You will be asked to fill out a cancellation form which includes:
- Comments on the situation for Truckit admin to review.
- A rating and review section for your Provider that will appear on their public profile.
- A checkbox option to relist your job and get new quotes. Read more in our FAQs below.
2. The other party responds to the Request
We will notify the other party of the cancellation request and seek their response. If you are the responder, you can respond to a cancellation request by going to Listings & Bookings and clicking on the 'Pending Cancellation' listing. Once the listing page opens, click 'View Cancellation Request' and fill out the form. Should the responder not reply in a reasonable, given timeframe the cancellation request will automatically proceed to the next step.
3. Truckit reviews and processes the Request
Truckit will review the information provided, along with any necessary follow-up, to determine whether the cancellation will proceed. If it’s found that the job was completed, the cancellation request will be withdrawn.
As part of this review, any cancellation fees proposed by the provider will also be assessed. Please note: cancellation fees can only be applied if the provider clearly outlines this in their quote specific terms. These Terms & Conditions are agreed to by the customer at the time of booking. Truckit will refund 100% of our fees in the event of a confirmed cancellation.
4. Cancellation approved
Once the cancellation request has been approved by Truckit, any monies paid via Truckit will be refunded as either Truckit Store Credit or back to your original payment method, depending on the cancellation reason. Where you have only paid Truckit a Booking Deposit, you will need to seek a refund directly from your transport provider if you have paid any of the remaining balance of your quote.
Note: If you chose to Relist your job when submitting or responding to the cancellation request, you will be automatically refunded to Truckit store credit to assist in speeding up the process of finding and booking a new Provider. You can read more below on how to claim your Truckit store credit if you do not find a new Provider.
Frequently Asked Questions - FAQs
What if I still need my job done?
When submitting or responding to a cancellation request, you will have an option to 'Relist' your job if you would like to receive new quotes to get the job done. In order to help speed up the process of finding and booking new provider for your job, you will be automatically refunded to Truckit Credit after both parties have responded if you ticked the box to 'relist' your job when submitting or responding to the cancellation request.
How to use or claim my Truckit credit?
If you have Truckit store credit, it will automatically apply to your next booking. If you have no plans to use Truckit.net again, no problem! Once the cancellation is completed, all you need to do is contact our Customer Support team via support@truckit.net to request that the credit be refunded.
Refunds back to your original payment method are typically credited within 3-7 business days of the date they are issued.
How do I get a refund from my transport provider?
Depending on the payment terms of the quote you accepted, you will either have paid the full amount (Truckit Pay) or only a small deposit (Booking Deposit) plus any Platform Fees at the time of booking. Where you have booked with the Booking Deposit model, the remaining balance of your quote is paid directly to your transport provider. Therefore, in the event of a cancellation, you will need to discuss and arrange any refund of monies paid directly with your provider.