Review policy

Since its inception, the CitizenShipper online marketplace has set transparency as one of its top priorities. The transportation providers ("drivers") are rated and reviewed directly by their customers ("shippers"). This feedback is made instantly available on the platform, allowing unrestricted insight into a driver's behavior and business practices.

Each review submitted is automatically linked to the shipment in question, listing the date, the route, and the distance traveled. Within that basic framework, the following guidelines apply.

Privacy: Do not include personal information such as phone numbers, addresses, email addresses, or other sensitive data.​

Accuracy: Ensure that your review reflects a truthful and accurate account of your experience. Avoid false or misleading statements.​

Respect: Refrain from using abusive, threatening, discriminatory, or harassing language.​

Relevance: Focus your review on your genuine experience related to the specific shipment. Avoid off-topic comments and please do not review shipments made by friends, relatives, or business partners.

Timeliness: Please submit your review within 30 days of the completed shipment. Weeks or months after the shipment is delivered, you might struggle to recall all the details with the necessary clarity.

CitizenShipper Curation

Failure to follow the guidelines listed above can make a review subject to curation by CitizenShipper personnel. Any of the measures outlined below may be applied at different stages of the process to ensure compliance with our content standards.

Rebuttal: The most common form of curation involves posting a driver's rebuttal to a review. This allows the driver to share their side of the story, clarify details, or provide additional context. Like the original review, rebuttals must comply with the five guidelines listed above.

Dispute: If a driver contacts CitizenShipper to contest the veracity of a review, our support team will initiate an investigation. This process helps establish a clear understanding of the events in question. Reviews may be temporarily removed while the investigation is ongoing. You can learn more about our dispute process here.

Removal: In rare cases where rebuttals are not sufficient and the content is found to be inappropriate, misleading, or otherwise in violation of our guidelines, CitizenShipper reserves the right to remove the review or part of its content.

Our curation process is designed to preserve genuine feedback while ensuring all reviews remain respectful, accurate, and within policy.


Canceled Shipments

Please note that canceled shipments are still subject to review, provided that the customer had a genuine interaction with the driver. Even if a shipment is canceled before completion, reviews may still be posted to reflect the experience up until the cancellation. This helps maintain transparency and allows future customers to understand how drivers handle communication, reliability, and professionalism, even in cases where a shipment doesn’t go through.

Customer feedback and review curation can be touchy subjects. Feel free to reach out to us by emailing our support team at support@citizenshipper.com if you're interested in how we apply the policies broadly outlined above.