When undertaking a job that uses the payment terms of Truckit Pay you are required to login and mark the job as delivered once you have delivered the items. Once you mark the job as delivered your customer will receive an email asking them to confirm delivery and release the payment held. If your customer believes their item/s have not been delivered, they will have the option to 'Dispute Delivery'. By disputing the delivery the release of Truckit Pay funds will be paused until the following dispute process is resolved.
1. Customer disputes delivery - you will receive an email
As soon as your customer disputes delivery of their item/s Truckit automatically sends an email to you, the transport provider, seeking a response. We highly recommend you contact your customer at this point to discuss the reason for their dispute, particularly if you have indeed delivered the item/s. It is best to keep everything in writing, with emails or the Truckit private messages being the recommended method of communication as there will be a clear record of correspondence.
2. Respond to the dispute
After contacting your customer directly the courses of action available are:
a) The customer withdraws the dispute, which will resume the release of payment held in Truckit Pay. OR
b) You will need to respond promptly to the dispute to give your side of the story. You will find the "Respond to Dispute" button. You will then be requested to share what occurred. We suggest that you upload the POD when marking the job as delivered; however, if you happen to forget this step, you can either send it directly to Truckit at support@truckit.net or upload it through the Truckit private messages with the customer.
3. Truckit reviews the dispute
Truckit will then offer an opportunity for the submission of evidence and information. Following this, Truckit will evaluate the provided information, including any evidence submitted you have given for Proof of Delivery .
4. Truckit makes a decision
Once delivery has been confirmed and POD supplied, funds will be released. If you are not happy with our decision you are able to pursue the matter through your local court or regulatory body.
Please note Truckit can only withhold funds indefinitely for non-delivery. For any claims related to damage or conditions of cartage, the customer must address the matter directly with the Transport Provider.