Frequently Asked Questions

How does a driver accept my load?

The driver will see instantly your published load. If they are going that way or know they will be and have the right equipment for the load. They can click accept and haul the load for you. That action by the driver will send an instant notification to you, the shipper. You’ll receive a text, an e-mail or if you’ve used our app an instant notification.

Can I communicate with the driver?

Yes, we have a messaging system on our platform. For example, a driver is looking to accept the load but might need a little more information. He can use our app or website to send you, the shipper, a message. You will receive an e-mail or notification letting you know a driver sent you a message. You can click the link you receive via e-mail, or if using the app, you’ll see a notification on the CHAT button. If you happen to be using our platform on the web, just click the main menu icon, then check new messages. You can then view the message and respond accordingly.

Can I make changes to a published load?

If you realize you need to make a change to the load, please give us a call in the office, or send us an e-mail. We’ll deal with any changes case by case. It could be something easy to change that will not affect the quote. Or we might need to make a change that changes the quote, such as a new location.

A Driver accepted a load, what now?

When a driver accepts to haul a load, you will receive a notification from Trusted Dispatch. That is going to be in the form of a text message, an e-mail or if using our app an instant notification. You can easily see the driver details and the load by clicking on the links sent in the e-mail or text. On the app, you just click MY LOADS.

You can now view the load, and you will see the driver information, rating, and credentials.

We encourage the shipper and driver to get in contact as soon as possible.

  • CLONE: Click the CLONE button to duplicate the entire load. Really useful if you are shipping many of the same pieces of equipment from one fixed location to another. For example job site to job site or shop to shop.
  • FIND ANOTHER DRIVER: You might find that after looking at the driver credentials, you would prefer to find a different driver. You just click FIND ANOTHER DRIVER. That will trigger our platform to send that driver a thank you but no e-mail, as well as a text and notification on the app. We are politely declining his assist. You are then free to delete the load or re-publish the load.
  • CONFIRM DRIVER: Clicking this button takes you to confirm and prepay page. This is the moment you can prepay the load. Click confirm, and you will get a message letting you know it is an approved and processed payment. How to pay my load?

How do I get the drivers contact information?

After you have confirmed your driver, you will receive a text notification, an e-mail or if using the app an instant notification. The e-mail will show the drivers contact information, first and last name, cell number and E-mail. The driver also receives the same information about you, the shipper. Driver Confirmed, and I have the driver’s details.

Shipper and driver communicate?

We encourage both the driver and shipper to get in contact with each other. It’s down to you regarding how many contacts you’d like to have. But reach out in the first instance, have a chat about the load, discuss any permitting requirements, piloting requirements, cross border paperwork, etc. You can now sit back and relax. The driver will typically call you closer to delivery, and we always suggest that you touch base with the driver close to the delivery too.

The driver has delivered my load, what now?

Once the driver successfully completes the delivery, you will need to give him the delivery complete code. You can find that code on the confirmed driver e-mail. The driver uses this code on our platform to let us know the delivery was successful and allows us to pay him. As soon as we trigger the payment, you’ll receive the receipt from us too. Delivery Confirmation code (It is very important this is given to the driver, but only once he has successfully completed the delivery)

 

How do I leave feedback?

When the drivers enter the delivery complete code, our platform automatically e-mails you thanking you for using us. On that e-mail, you’ll see 5 stars. Just click the number of stars you would like to rate the service. 1 star, not very good, 5 stars excellent. You can also share your experience using the star icons on the bottom of the e-mail. You can leave us a Google review. Or feel free to just call the office directly or send an e-mail to us.

How to save the quote of my Heavy Haul?

We understand you might not be ready to ship the large equipment right away. To save a quote click SAVE QUOTE. You will now be prompted to create a user profile. Enter your first and last name, cell number, e-mail, create and confirm a password.

Click NEXT and you will be taken to the saved quote, which you can resume or delete. If you would like to start a new quote click the main menu, the one on the top left with three horizontal lines. Then click post a new load. You can easily find the saved quote by clicking on view shipment and driver history.

Publishing a saved quote

Select your saved quote through the main menu. You can find it under view shipment and driver history.

Click resume. Now review the quote pick up, drop off, weight and dimensions. You will then be brought back to the quote. Then just click SHIP IT.

What if I have multiple pieces of equipment? Click on the ‘?’ icon, next to What if I have multiple items?

What if I have smaller items? Input the total dimensions of all the items stacked in the desired orientation. A good example could be a medium-sized Bulldozer with a skid steer and a separate attachment. You’d input the total length, the widest and tallest part along with the total weight.

Find another driver

You might find that after looking at the driver credentials, you would prefer to find a different driver. You just click FIND ANOTHER DRIVER. That will trigger our platform to send that driver a thank you but no e-mail, as well as a text and notification on the app. We are politely declining his assist. You are then free to delete the load or re-publish the load.

How to leave a google review?

Check the instructions here.

How do I contact customer support at Trusted Dispatch?

If you have questions on any step in your shipping process, you can reach us in many ways, our team of expert heavy haul agents will be glad to help you.
You can either use our website by visiting www.trusteddispatch.com or for even more convenience download our free app https://trusteddispatch.com/app.