How CitizenShipper Helps Resolve Booking Issues

This page outlines CitizenShipper’s process for addressing shipment disagreements regarding private contracts, pricing, and services rendered. This resource provides the timelines, criteria, and communication guidelines used to maintain a fair, structured, and professional marketplace.

Booking Resolution Support

If you have a disagreement regarding the private contract, scope of work, or financial terms of your shipment, our Booking Resolution Support process is available to assist. Our support team acts as a neutral mediator to help facilitate communication, navigate available options, and help both parties exchange perspectives to find a mutual compromise.

When to use this process:

Payment Issues: Disagreements regarding final payouts, unexpected additional fees, or deposit refunds

Scope Issues: Concerns where the service delivered did not match the original agreed-upon scope of work

Quality Issues; Instances involving clear mishandling or physical damage to the shipment

When NOT to use this process:

Do not use this for general account updates, cancellations, or technical troubleshooting (such as application errors or password resets). For those queries, please contact support directly at support@citizenshipper.com. 

Do not use this for safety, behavior, or animal safety concerns. For concerns of this nature, please refer to our Community Standards Form. 

Timeline and Process Steps:

1. Submitting a Booking Resolution Form: Either party can initiate this process by filling out our form: Booking Resolution Form. Submissions must be filed within 14 calendar days of the scheduled delivery date to be eligible for platform mediation.

2. Initial Review: Once a form is submitted, our support team will complete an initial assessment within 72 hours to verify eligibility and understand the baseline details of the shipment.

3. Facilitated Communication: Once mediation begins, our goal is to help both parties find an amicable resolution as quickly as possible. To accommodate active transit schedules and ensure drivers can respond safely while off the road, each party is given a 72-hour window to respond to proposals before a follow-up is sent.

4. Suggested Resolution: In cases where the parties are having a difficult time reaching an agreement independently, our team may step in to propose a Non-Binding Suggested Resolution based on marketplace best practices. We are a neutral marketplace and do not force financial transactions.

To ensure ample time for thorough communication around busy transport schedules, the entire Booking Resolution process concludes no later than 14 calendar days from the original date of form submission. If a mutual resolution is not reached within this 14-day window, the platform mediation process officially ends, and the parties should move to external civil resources if necessary. While our suggestions are non-binding, cooperation during this process is highly encouraged.

Guidelines for Participation

To ensure the mediation phase remains productive, efficient, and respectful, both parties must adhere to the following rules: 

Rebuttal Limits: Communication is strictly limited to a maximum of two (2) rebuttals per party. This boundary ensures that both sides focus on presenting their most thoughtful, realistic compromise offers early, rather than engaging in endless back-and-forth negotiation.

Professional Conduct: All exchanges must remain respectful and factual. The use of profanity, personal insults, inflammatory language, or hostile threats is strictly prohibited.

Solution-Oriented: This support process is designed exclusively for parties working in good faith toward an amicable compromise. Parties should demonstrate a concerted effort to move toward a productive resolution. 

Enforcement of Guidelines: If any party involved refuses to adhere to the communication guidelines outlined above, CitizenShipper reserves the right to immediately terminate the mediation process. 

For further questions or concerns, please contact our support team at support@citizenshipper.com.