Starting in the coming weeks, we’re making an important change to our cancellation policy in an effort to hold customers more accountable when they are responsible for a cancellation. In the event of a cancellation, any booking deposits and service charges paid by the customer through uShip will be refunded in the form of an account credit. The customer can then use this credit if they relist and rebook the same or any other shipment within 12 months.
Heather Hoover, Community, Trust & Safety Manager at uShip, further explains the changes, how the policies differ and why uShip is adjusting its cancellation policy:
What is different about the new policy?
Today, when a shipment is cancelled, deposits and service charges are directly refunded back to a customer’s credit card (or whatever payment method was used). When this new policy takes affect, when a booked shipment is cancelled, the customer will receive a credit to their uShip account equal to the Booking Deposit and Service Charge they paid at the time of booking. This credit may be applied to the Booking Deposit and uShip Service charge for the same or any future shipments booked within one year of the cancellation date.
Why are we making this change?
Over the last year or so, we’ve noticed that the cancellation rate on uShip has crept up to unhealthy levels. We’ve put excessive cancellation penalties in place for Service Providers to help to moderate cancellations that are the fault of the Service Provider – which has worked well. However, we’re now hearing from our Service Providers that customers are still cancelling on them too much because “they have no skin in the game.”
The upcoming policy change is intended not to impact customers when their Service Provider is responsible for the cancellation because most customers relist and rebook on uShip anyway – so the account credit is effectively the same as the direct refund. However, when a customer cancels and does not relist and rebook within one year, they forfeit their deposit and service fee. We anticipate this will reduce the number of cancellations requested by customers and allow Service Providers to be more confident that the loads they book on uShip will be honored by their customers.
Will the Cancellation Review process change?
No. When one party requests a cancellation, the other party will still have 72 hours to respond before it is automatically processed. In the event of a dispute, the cancellation will be reviewed by the uShip Support Team to determine an appropriate resolution.
How will this affect SafePay payments?
Payments made through SafePay will continue to be refunded in full directly to the customer’s chosen payment method, as long as the SafePay payment code has not been released and services have not been rendered.
When will this policy take effect?
This policy goes into effect by the end of January, at which point all cancellations processed will be subject to the new policy.
Will this policy change impact all customers?
We are initially implementing this change for registered users in the U.S. and Canada. For the time being, the current policy will remain in effect for users in all other countries.
I have questions/concerns. Where can I get more information?
We hope that everyone in our community understands the need for this change, but if anyone feels like our policy is unfair for their specific situation, please let us know by contacting contact Member Support and we will always do our best to do the right thing!
UPDATE: This policy change went into effect January 20, 2011.