Sometimes things don’t go as planned during a job. The customer may have a different opinion to yours and is entitled to leave a rating and review — which may, unfortunately, be negative. It’s important to know how to handle feedback and what steps to take if you disagree with the customer. Below is the recommended process for managing negative feedback:
1. Discuss the issue with your customer
You may receive negative feedback without even being aware the customer had a problem with your service. While this can be frustrating, the best first step is to contact the customer to understand the issue and see if there is anything you can do to resolve it.
Customers who have submitted negative feedback are able to edit or update their rating, so keeping an open mind and being willing to listen can go a long way in resolving concerns. If you believe you’ve provided a reasonable resolution, you may politely ask the customer if they’re willing to amend their feedback.
2. Reply to the feedback
To ensure fairness and transparency, Truckit allows every recipient of negative feedback to post a reply. This gives you the opportunity to explain your side of the story and provide context to future customers.
Important policy information from Truckit
Truckit’s review policy protects the integrity of the review system and ensures genuine customer experiences remain visible. Reviews are not removed solely because they are negative or reflect poorly on a transport provider’s performance. Negative feedback describing delays, damaged goods, poor communication, or dissatisfaction will remain visible.
Reviews will only be removed or modified if they meet specific criteria, including:
Spam or fake reviews (fraudulent or automated content)
Abusive or harmful content (threats, hate speech, personal attacks unrelated to the transaction)
Disclosure of personal or confidential information
Irrelevant or off‑topic content unrelated to the job
Verified legal requirements (e.g., court orders or regulatory obligations)
Transport Providers cannot demand removal by alleging defamation or inaccuracy without verifiable evidence (e.g. court judgment). Mere disagreement with a User’s opinion or dissatisfaction with a rating is insufficient for removal.
Transport Providers cannot request removal by falsely labelling legitimate negative feedback as defamatory, misleading, or unfair. Defamation claims must be supported by verifiable evidence (e.g. a court decision) before review removal is considered.
Providers may post public responses to feedback but must follow Truckit’s content standards. Attempts to intimidate customers into altering or removing feedback may lead to suspension or termination of the provider’s account under the provider agreement.
Truckit also offers a flagging process where reviews can be assessed under these strict criteria (spam, abuse, legal breach, etc.). Appeals are available but are reviewed by management and compliance teams, and their decision is final. See more information in the document attached.