What is a Chargeback?
A chargeback occurs when a cardholder disputes a payment with their bank, resulting in the bank demanding that the Merchant (Transport Provider) return the funds for what is claimed to be a fraudulent or disputed transaction.
To protect yourself from chargebacks, disputes, and other unforeseen issues, we strongly recommend following a few key steps to document your delivery process and confirm completion of the service:
1. Take Photos at Collection and Delivery
Photographs are critical for confirming delivery and documenting the condition of goods. This helps protect you in the event of any damage claims or disputes.
Many smartphones automatically add time and location data (geo-stamping), which strengthens your proof of delivery. Where appropriate, consider taking a photo with the receiver (with their consent) to provide an added layer of verification.
2. Record the Name and Signature of the Receiver
In addition to taking photos, always record the full name and signature of the person who accepted the delivery. This is particularly useful when the customer who booked the job is not the recipient, as it allows you to confirm who received the freight.
For your convenience, we generate a consignment label for each listing, which you can use to record the signatures at both the collection and delivery points. To access this:
Log in to your account
Navigate to My Jobs
Click on the relevant job
Then click the button titled ‘Print Consignment Note’
Using this document helps protect both you and the customer by providing clear evidence of handover.
3. Request Identification if Needed
If you have concerns or wish to further protect yourself, you are also entitled to request the booking customer’s driver’s licence or other photo ID. This can be helpful in the event of a dispute or chargeback, especially if the person accepting the delivery is not the original booking customer.
4. Retain All Relevant Documentation
It’s important to keep a record of all communications and documentation related to the job. This includes:
Pickup and delivery paperwork
Emails or messages exchanged with the customer
Screenshots of text messages or app communications
Copies of delivery receipts or consignment notes
Retaining this evidence helps demonstrate that services were provided and can be essential in resolving disputes or defending against chargebacks.
Collecting and retaining this information helps provide clear evidence that services were rendered, which is essential should a chargeback be raised later.