FAQ’s

Find answers to your most frequently asked questions. If you don't see what you're looking for, please get in touch.

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What is the Courier Exchange?

We’re the leading, neutral, trade-only network solution for courier companies and owner driver operations, with a heritage stretching back to 2000. We help you trade spare capacity and loads through our unique, real-time trading platform with intelligent load matching, supported by a robust member accreditation system.

Why is the Courier Exchange different from other load boards?

We specialise in couriers’ delivery movements. We have developed a highly intelligent system that allows transactions of loads and owner operator jobs to take place quickly enough to meet the demands of this industry. Also, the Exchange is a unique community, where members willingly help each other out on a regular basis.

Is the Courier Exchange only for national operators?

Absolutely not. As an owner driver, courier company or forwarder, you select the work you trade whether it’s local, regional, national or international. So, no matter whether you are an independent contractor, a small business with one office, or part of a multi-national operation, the Courier Exchange can work for you.

How can my company be part of the Courier Exchange?

You need to be a bona fide operator. Once you have registered with us, we’ll need you to lodge full company details including your accreditation documents such as insurances and licenses.

What does it cost to join?

It really depends on your business.

We have a range of competitively priced subscription packages that will give you an excellent return on investment. Give us a call to discuss your requirements.

Are there any other charges?

Besides an Accreditation fee, there are no additional fees. We do not charge any commission or brokerage fees to trade loads and owner operator jobs.

How can I get access to the system?

All you need is access to the Internet from your desktop PC or an iPhone or Android smartphone to log-on with your unique username and password. The system is entirely cloud-based, making it extremely convenient for the busy fleet or owner driver out on the road. Once you have received training, passed compliance and have been set up, you will be able to log in successfully.

Who is the buyer or seller in the Courier Exchange process?

The seller is the member with an extra load that needs to be delivered. The buyer is the member or owner driver with spare capacity that can deliver the load on behalf of the seller.

How do I sell a load?

Just input the details of the load you need delivered onto the Exchange (integration with popular courier software systems is available – please speak to our team for advice or requirements). The system will send instant notifications to other members who match your job requirements and are in the local area to your pick-up. If a member is interested in your load, they will contact you directly to discuss pricing via email, telephone (or electronic quotation if you allow this) and timings for the booking.

How do I buy a load?

Just enter the details of any journey you are making where you have spare capacity onto the Exchange. This can be on an outbound or return trip. You will then receive automated real-time notifications for any loads or owner operator jobs that match your criteria, based on your location. You can also contact load posters directly from their listing, and also receive notifications based on your current location.

How do I quote for a load?

You can quote for a load by contacting the subscriber who has advertised the load via telephone, email or our Quote now button (if the member allows quotes electronically). You must receive confirmation that you have secured the load from the seller, before attending any delivery point which will acknowledge that your quote has been accepted.

What happens if I have to cancel a job?

You can cancel a job at any time. However, if you cancel the job after it has been accepted then you may be liable for a cancellation fee. This will be between you and the other member you were working with. Always check terms and conditions and any cancellation charges.

Does the Courier Exchange dictate charges for a job?

No. You set and agree your own rates with the other Exchange member, ensuring that you can maintain or even improve your margins.

Does the Courier Exchange keep track of how much work I have bought or sold?

The Courier Exchange has designed the system so that you can manage your account easily. At any time you can view your account online and view your load history, both bought and sold, and the income you have derived from it.

How do I get paid for work completed?

Payment is made by the other member directly to you, so you must agree on the rate and terms prior to accepting a booking. If there are any issues with payment, we are more than happy to mediate on your behalf via our built-in feedback and complaints handling system.

How do I pay sub-contractors I have used through Courier Exchange?

Rates and payment terms for any work you sub-contract out, need to be agreed between you and the sub-contractor prior to any work being done. You will then pay them as agreed.

Do I have to stay online all day?

No. To make the most of the opportunities that are available on the Courier Exchange. We advise you to check the system as often as possible but if most of your time is spent on the road and not in front of a computer, then we have a real-time notification system. This allows you to run your business and quote for loads or owner operator jobs, even while you are on the road or at your desk.

Does the system have the facility for POD’s?

Of course. You can communicate live with anyone you are working with at any stage of a job. A POD (either electronic or scanned copy of original) must be entered into the system to complete a booking. You can also upload your POD documents at any time. Please check the terms of the seller as they may require this to be sent via the post. We advise that you get recorded delivery as proof if required.

Does the Courier Exchange recommend any members to undertake my work?

The Courier Exchange strives to maintain a high calibre of members and we accredit everyone before giving them access. We are completely neutral and never recommend one member over another for loads or owner operator jobs. However our advanced rating system allows you to make an informed decision about the company, owner driver or seller you want to work with.

Does the Courier Exchange monitor member service levels?

The Courier Exchange cannot guarantee the performance of its members, but we do expect all our members to work as professionals. We provide a feedback system where members can rate the performance of others, once a booking has been completed through the system. We also offer best practice guidelines to all members on joining and reserve the right to terminate the account of any member whose service levels do not meet an appropriate standard.

What about my precious clients?

We understand that keeping clients is what your business is all about. The Courier Exchange is designed to help you do that, by enabling you to increase your geographical service area and meet Service Level Agreements (SLAs) by dramatically increasing the size of your available fleet. The only members who will ever know who your clients are, will be the ones you choose to work with. Our feedback system encourages other members to treat your clients respectfully and any misuse of the Exchange will be dealt with accordingly.

What does the Courier Exchange do with information it collects on its members?

The Courier Exchange is committed to protecting information it collects about its members. Information will never be shared with other parties, unless agreed with the member concerned.

Who can view my personal details?

The Courier Exchange is a secure network.

Your details are only visible to other members of the Exchange and its employees. They can view your insurances such as vehicle insurance, goods in transit, public liability and license/s (sharing of your license is optional with members, but is mandatory when requested via the Exchange’s compliance team).

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