Secure Payments Program FAQs (For shipping customers)

What are secure payments and how do they work?
The Secure Payments Program is the new payment solution implemented within the CitizenShipper platform to ensure safe transactions between the customer and the driver. For shipments that are included in this program, the customer will go through just one transaction directly through the CitizenShipper platform, and submit the full trip payment upon booking. The driver booked will receive their payment* once the delivery is successfully completed.

*Driver payment will equal the amount or their bid. 

How and when do I pay for my shipment?

CitizenShipper will mediate the transactions between you and your transporter. Once you decide to book your driver, we will collect the entire transport amount to be held securely in an escrow account. This transaction will include the CitizenShipper booking fee and the driver’s full quote. Through partnership with Affirm, we provide you with an option of completing the payment over time. 

The driver fee will be released to the transporter you booked only after the delivery is completed and confirmed. You’ll be provided with a delivery PIN code in your booking confirmation. Once the delivery is completed, you will be prompted to share this PIN code with your driver in order for the payment to be released to them.  

What if I lose my PIN code? 

In case you lose your PIN code(s), your driver will be able to trigger a new email confirmation for your shipment which would contain these codes. Additionally, your PIN codes will always remain accessible to you within the conversation with your driver. 

In case you’re experiencing any issues or difficulties in this process, please don’t hesitate to contact the Customer Support team at support@citizenshipper.com.

How many payment methods will be available for the transaction?

You’ll be able to pay for the shipment using your debit or credit card credentials during the CitizenShipper check-out process. Additionally, you will have the option of paying the shipment related fees over time using Affirm.

How should I request a refund as a customer in case the shipment is canceled?  

If your shipment is canceled, and you would like to request a refund, please complete the following Refund Form and include all of the details that led to the cancellation. Our Customer Support team will review your request and will get back to you with an answer within 24 hours.

Will I be eligible for a refund if the driver cancels the shipment?
According to the terms of our Refund Policy, if your driver cancels less than 5 days before the pick-up date, you’ll be eligible for a full refund, pending customer support team review. If the driver cancels more than 5 days before the pick-up date, our Support team will assist you in finding a new driver for your transportation needs.

Will I be eligible for a refund if something urgent occurs and I have to cancel the shipment? 

Per our Refund Policy, if the customer cancels the shipment, we’ll be refunding only the driver quote, and retain the CitizenShipper booking fee, which will remain available for your use and can also be transferred to family and friends. Also, our Support team will assist with finding a replacement driver.