How to raise a dispute

Disputes exist so Shippers and Carriers have a fair, documented way to resolve a problem with a booking — without either side losing money or reputation unfairly.

When should you raise a dispute?

Raise a dispute when a booking didn't go as agreed, for example:

  • Damage or loss — items arrived damaged or didn't arrive at all;
  • Missing items — part of the load is missing on delivery;
  • Delivery delay — pickup or delivery happened well outside the agreed window;
  • Service quality — the service provided didn't match what was booked;
  • Payment issue — a charge, refund, or payout doesn't match the booking; or
  • Other — any other disagreement tied to a specific booking.

For anything not tied to a specific booking (account access, general questions), use a general support ticket instead — it's faster and doesn't require the extra evidence a dispute needs.

Before you start

Have these ready so you only have to fill the form out once:

  • The booking the issue relates to — you raise a dispute from that booking's detail page, not from a blank form;
  • A short, specific description of what went wrong;
  • Evidence — photos, documents, or video that support your claim (e.g. photos of damage, delivery paperwork);
  • Any relevant amount, if you're requesting a refund or compensation.

You can only have one active dispute per booking at a time. If a booking already has an open dispute, you'll see its status instead of a "Raise Dispute" button.

Overview of the process

  1. Open the booking and select Raise Dispute.
  2. Choose a dispute type, describe the issue, and attach evidence.
  3. Submit — the booking is flagged and both parties are notified.
  4. Our team reviews the evidence from both sides.
  5. A resolution is issued: approved, partial, or denied.

See the full walkthrough in Dispute submission steps, what each stage means in Statuses & timelines, or jump to the FAQs.

Note: while a dispute is under review, some booking actions (like confirming delivery or releasing payment) will ask you to confirm before proceeding, since they happen independently of the dispute outcome.