When something goes wrong
Every job on ContainerTransport runs on the record — from the post to the invoice. Because we can see what was agreed and what happened, we can step in when a move goes wrong. That protects the forwarder and the transporter alike.
This covers jobs that are booked and run through the platform, start to finish. Deals made off the platform leave no record — we can't see them, so we can't help with them.
What we step in on
The truck doesn't show up, or the transporter cancels late
We put the container back out to transporters who can do it and help you get a replacement truck. The cancellation rules you both accepted apply: free up to 24 h before, 80% of the agreed price between 24 and 12 h, 100% under 12 h.
A late delivery or a missed slot
The order shows when the job was awarded, released, picked up and delivered. We go through that timeline with both sides and settle who carries the cost on the agreed terms.
A disagreement about waiting time or extra costs
Extra costs are asked for and approved on the order. If you disagree, we compare the claim with what was agreed and with the times on record, and propose a fair outcome.
A change one side didn't accept
A change to an awarded container only applies once the other side accepts it. Until then the original terms stand — and the record shows exactly what was proposed and when.
Payment problems
Report it on the order. We contact the other company, follow up, and repeated non-payment affects their score and their access to the platform.
Missing release or documents
If the PIN / release or the delivery order is missing close to the move, TruckerAI flags it and we chase the party that has to provide it.
How we handle it
- We read the record: the order, every change, quotes, release, pick-up and delivery times, proof of delivery, extra costs and messages.
- We talk to both companies — usually the same working day for moves that are running now.
- We propose a fair outcome based on the agreed terms and the platform rules.
- If a company breaks the rules, it shows in its score; repeated breaches lead to a warning, suspension or removal.
How to reach us
Open the order and use the report option there, or email info@containertransport.io with the container reference (e.g. AIX-2600075). Tell us what happened; the record does the rest.
What this is not
We mediate and enforce the platform rules; we are not a party to the transport contract and not an insurer. Liability for the carriage stays with the transporter under CMR and its insurance, and payment stays between the two companies. See the Terms & Conditions.