Helpdesk.
General
Procedures
It is not allowed to contact the shipper or carriers directly about matters not associated with an assigned shipment on the UTURN platform. UTURN holds the right to block access of the user if violated.
The operational procedures are an addition to, and integral part of the terms and conditions of the use of UTURN. These Operational Procedures provide a more in-depth description of platform and transport related matters and provide (operational) instructions that must be followed by shippers and carriers on UTURN.
In case of shipment related matters/problems, the shipper must contact the carrier, or the carrier the shipper immediately. If one of these guidelines cannot be followed and the carrier or shipper can’t help, UTURN should be contacted for support.
1. Shipper
Use of the platform
- As organization 'Admin', go to your Account in the platform.
- Find the 'User management' and click on '+ Add new user'
- Now fill in the required user information of your colleague, such as name and E-mail.
- Click on 'Send'.
- The invitation is now in your colleague's email inbox.
- Your colleague can accept the invite, so you can collaborate within the platform.
The shipper is free to assign a carrier based on price and quality. The shipper is to free to assign in due time, but is advised to assign as soon as possible to avoid that carriers will cancel their quotes.
UTURN provides an automated portbase check for all (complete) shipment requests. Shippers get insight in the status of a container and can act accordingly. Shippers are advised to make sure the portbase status is OK before assigning to avoid possible costs.
A shipment request must include all necessary information for the carrier to determine an all-in price. Certain fields are therefore mandatory to publish a shipment (f.e. equipment type, locations, dates, requirements, and target price). Other fields are not mandatory, but shippers are advised to be complete as possible to improve efficiency in both process and execution of the transport.
Carriers provide their best all-in price based on the provided information in the shipment request and includes market specific surcharges like fuel, road taxes, bridge/tunnel fees, etc.
Each user registering is required to accept the (most recent) Terms and Conditions. All organisations will be screened after registration for the completeness and correctness of the provided information. All users/organisations need to provide a valid e-mail, telephone number and out of office number, on which they can be reached by carrier and/or UTURN
Providing a reference “target price” is mandatory to publish a shipment. The shipper is free to determine this price, but is advised to provide a competitive price to improve the platform experience.
Additional unexpected costs
Found a match? Time to get started!
The agreed price of a transport contract can now no longer be changed. Do costs arise that were not foreseen? In that case the carrier might be entitled to the compensation of additional costs.
UTURN recognizes the following additional costs:
Late cancellation charges.
Waiting costs
Other additional charges
UTURN charges a 5% handling fee on top of all additional charges to the shipper. This does not apply to late cancellation fees.
Carriers must report during transport that costs will (or are likely to) arise. Use the 'Report Issue' function button to indicate the costs. Additional costs will not be considered if carrier has not notified the shipper.
Process
Carrier enters charges and closes shipment with the 'Proof of Delivery'
UTURN verifies that the charges are plausible and forwards the charges to the shipper for approval
Shipper has 5 business days to provide feedback on costs. If the shipper does not respond within 5 business days, the costs are automatically allocated.
Appeal of decision
If the carrier disagrees with the shipper’s decision, the carrier will explain their reasoning for the costs in an email to the shipper and UTURN. The shipper will respond with an explanation of the decision. If necessary, UTURN will act as a mediator for the allocation of costs.
If the shipper has to cancel the contract of carriage he is obligated to compensate the carrier accordingly following underneath rules. Shipper, carrier and UTURN have a best effort responsibility to support in providing an alternative for the carrier to avoid costs:
Shunt
- More than 24 hours prior to execution (pick-up until time), free of charge
- Less than 24 hours prior to execution (pick-up until time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (pick-up until time) and in progress 100% of agreed price.
Import/Export
- More than 24 hours prior to execution (location 2 until time), free of charge
- Less than 24 hours prior to execution (location 2 until time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (location 2 until time) and in progress 100% of agreed price.
The waiting fee is €52,50 per hour. €50,- will be allocated to the carriers and €2,50 (5%) will go to UTURN as a handling fee.
- Terminal / Depot: 1 hour free (provided the shipper can be held responsible).
- Load / Unload location: 2 hours free (with a 15 minute tolerance).
- Other Stop locations: 1 hour free (with a 15 minute tolerance).
Shippers are not responsible for waiting costs at terminals due to crowding.
For costs arising from force majeure situations at terminals or depots (and where both the carrier and shipper are not responsible), UTURN recommends sharing the costs between both parties.
Examples of force majeure situations:
defective crane/systems at terminals
closed terminals due to weather conditions or strikes
Only costs that are unforeseen/not described in the original shipment at the time of acceptance can be reimbursed. Costs will be considered on a case-by-case basis.
Guidelines are:
Extra stop: €40
Extra distance: €1/km (first 10km are free)
Overnight stay: €250
Other costs in consultation with the shipper (IMO stickers, seals, storage, chassis rental, roads, toll etc)
During transport
After assignment the information on which the contract of carriage is based is locked for editing by both parties. If there is a change of this information the shipper should inform the carrier directly and immediately of this change. After acceptance of the change, UTURN can be requested to update the contract of carriage to represent the new requirements.
The Shipper is responsible to provide the carrier with complete and correct information before assigning but at least before execution of the transport. This includes (if applicable) among other information:
Container number (if available)
Equipment type
References
Location remarks
Seal numbers
Shipping lines
Vessel names
UTURN provides shipper and carrier the possibility to get into direct contact with the other party of the contract of carriage. Therefor: the shipper should be available by phone and/or e-mail for shipment related matters on the provided contact details
For export shipments, the carrier is required to provide feedback of booking related information (f.e. container number and tare weight) as soon as possible. Shipper will be informed automatically and is required to process this information, and complete the booking for drop, directly but at least an hour before the expected drop.
Financial
Weekly consolidated invoices are generated and send by email to the provided invoicing e-mail address and available on the portal.
Invoices display all generated invoice lines grouper per contract of carriage and include all types of lines (f.e. surcharges, UTURN fees, and transport prices)
Shipper can enter an invoice reference per shipment to be displayed per invoice line for internal reference
2. Carrier
Use of the platform
If the carrier becomes unable to execute the order, it is the responsibility of the carrier to cancel the active quote(s).
The carrier is responsible to check the completeness and correctness of all the available shipment details before quoting, accepting and starting a transport.
The offer must reflect an all–in price for the total transport and requirements. Including amongst others: fuel, toll and bridge cost, road taxes, ADR, extra stop(s), etc. With the exception of unexpected additional costs.
All organizations will be checked for providing complete and accurate company information. Additionally, carriers will be inspected for the mandatory requirements for conducting transportation.
Required documents:
Transport Licence
Motor Vehicle Insurance
Cargo Liability Insurance
Bank statement
ID Card User
ID Card Transport Manager
- As organization 'Admin', go to your Account in the platform.
- Find the 'User management' and click on '+ Add new user'
- Now fill in the required user information of your colleague, such as name and E-mail.
- Click on 'Send'.
- The invitation is now in your colleague's email inbox.
- Your colleague can accept the invite, so you can collaborate within the platform.
Additional unexpected costs
Found a match? Time to get started!
The agreed price of a transport contract can now no longer be changed. Do costs arise that were not foreseen? In that case the carrier might be entitled to the compensation of additional costs.
UTURN recognizes the following additional costs:
Late cancellation charges.
Waiting costs
Other additional charges
UTURN charges a 5% handling fee on top of all additional charges to the shipper. This does not apply to late cancellation fees.
Carriers must report during transport that costs will (or are likely to) arise. Use the 'Report Issue' function button to indicate the costs. Additional costs will not be considered if carrier has not notified the shipper.
Process
Carrier enters charges and closes shipment with the 'Proof of Delivery'
UTURN verifies that the charges are plausible and forwards the charges to the shipper for approval
Shipper has 5 business days to provide feedback on costs. If the shipper does not respond within 5 business days, the costs are automatically allocated.
Appeal of decision
If the carrier disagrees with the shipper’s decision, the carrier will explain their reasoning for the costs in an email to the shipper and UTURN. The shipper will respond with an explanation of the decision. If necessary, UTURN will act as a mediator for the allocation of costs.
Additional costs not reported during transport will not be taken into account.
During the transport
Use the 'Report Issue' function button to indicate that extra cost will (probably) arise.
This button can be found at each location in the order details on the app or webportal.
After the transport
Conditions for additional charges:
Costs are reported during transport
Costs are entered no later than 24 hours after finalizing the shipment
A valid CMR and/or interchange is required
Only possible if truck arrives on time (with 15 minute tolerance).
Import Additional charges:
Go to the 'Manage Orders' page.
Then click the buttons ´Update details´ -> 'Additional cost' respectively.
Enter the cost.
If the shipper has to cancel the contract of carriage he is obligated to compensate the carrier accordingly following underneath rules. Shipper, carrier and UTURN have a best effort responsibility to support in providing an alternative for the carrier to avoid costs:
Shunt
- More than 24 hours prior to execution (pick-up until time), free of charge
- Less than 24 hours prior to execution (pick-up until time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (pick-up until time) and in progress 100% of agreed price.
Import/Export
- More than 24 hours prior to execution (location 2 until time), free of charge
- Less than 24 hours prior to execution (location 2 until time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (location 2 until time) and in progress 100% of agreed price.
The waiting fee is €52,50 per hour. €50,- will be allocated to the carriers and €2,50 (5%) will go to UTURN as a handling fee.
- Terminal / Depot: 1 hour free (provided the shipper can be held responsible).
- Load / Unload location: 2 hours free (with a 15 minute tolerance).
- Other Stop locations: 1 hour free (with a 15 minute tolerance).
Shippers are not responsible for waiting costs at terminals due to crowding.
For costs arising from force majeure situations at terminals or depots (and where both the carrier and shipper are not responsible), UTURN recommends sharing the costs between both parties.
Examples of force majeure situations:
defective crane/systems at terminals
closed terminals due to weather conditions or strikes
Only costs that are unforeseen/not described in the original shipment at the time of acceptance can be reimbursed. Costs will be considered on a case-by-case basis.
Guidelines are:
Extra stop: €40
Extra distance: €1/km (first 10km are free)
Overnight stay: €250
Other costs in consultation with the shipper (IMO stickers, seals, storage, chassis rental, roads, toll etc)
During transport
When the container number, tare weight and seal are unknown – for example in case of an export shipment – the carrier must update those details on the Uturn platform as soon as they become available.
Carriers are expected to fill in the ETA’s and Actuals to inform the shipper about the status of his transport. Important: ETA must be updated in case of any delay, at least 120 min before requested arrival
Safety of the equipment, personnel, and good and packaging are of utmost importance. The driver should always pursue the following:
- Use a container lock to secure the doors of the container
- Use secured parking places when parking
- Use and activation of the alarm system when available
Financial
If extra costs are declared, the payment period of 30 days starts on the day the shipper approves the extra cost.
Payment will be done within 30 days after completing the shipment.
A Selfbillinvoice will be made available per shipment.
Responsibility
In the case of dangerous goods the carrier should have all the required (personal) equipment and licenses to execute the transport. The carrier should check if the required IMO/ADR stickers are attached to the container and are clearly visible.
Following the applicable transport laws and regulations, the carrier is responsible for the quality of the goods and packaging (including container) during transport.
Check the quality of goods and packaging (container) at pick-up:
- Outside, check on damage, defacing or marking, and required stickers (such as IMO/ADR)
- Inside (if empty), check on cleanliness, damage and odor
- Doors, on damage and if empty on correct functioning
- Seal (if loaded), check if it is intact and the number corresponds with the shipment information
Check the quality of goods and packaging (container) at delivery location:
- Outside, check on damage and stickers that need to be removed
- Seal (if loaded), together with the delivery location check if it is intact and the number corresponds with the shipment information.
- Inside, check on cleanliness and damage
Check the quality of goods and packaging (container) at loading location:
- Outside, check on damages and required stickers (such as IMO/ADR)
- Inside, check correct stowing and quantity
- Seal, check if it is correctly sealed and the number corresponds with the shipment information and transport documents
Check the quality of goods and packaging (container) at drop:
- Outside, check on damage, defacing or marking, making sure the outer condition is the same as at receipt with the exception of normal wear and tear. And if applicable required stickers (such as IMO/ADR).
- Inside (if empty), check on cleanliness, damage and odor
- Doors, on damage and if empty on correct functioning
- Seal (if loaded), check if it is intact and the number corresponds with the shipment information.
Drivers
- When securing a container for transport, all four twist-locks must always be tightened.
- There are variations in the types and design of twist locks. If in doubt; stop and
ask your manager for advice.
Twist lock safety
When the container is fully lowered on the chassis and in the correct position, you must rotate the twist locks so that the head is located in the locked position (on semi-automatic twist locks this is done by the internal spring).
You must visually check that the head of the twist locks is across in the locked position by looking through the corner castings before tightening the locking nuts. Then, locking nuts MUST be tightened.
Twist lock indicators
Each twist lock should be equipped with an indicator, minimum length 20cm and painted yellow (safety warning colour RAL-1023). This indicates the open / closed position. The driver should be able to check the position of the indicators from inside his cabin via the rear view mirrors.
Completing Shipment
When the transport is executed, the carrier must upload a clearly readable digital proof of delivery within 48 hours. depending on the type of transport:
- For loading/unloading: fully filled in and signed CMR
- For transhipments: interchange for the drop terminal
Extra costs can only be declared when the carrier informed the shipper.
Carrier subscription
By subscribing you keep your access to all the market developments and other perks of UTURN:
Access to > 1,000 shippers in Western Europe
Everything arranged for you: from administration to sales and marketing
Guaranteed payments: always within 30 days and are clearly visible.
Yes, and even with a discount! If you subscribe for a year, you get two months free. Click here to subscribe.
The subscription is on an organizational level, granting access to all your colleagues when subscribed.
Your acces to the portal will be withdrawn on 1 January 2024. You will maintain access to complete your ongoing shipments and receive payment. However, you will no longer have the ability to view or engage with shipments on the marketplace.
Yes, you will still have access to review your shipment history. However, you will no longer have the ability to view or engage with shipments on the marketplace.
We will facilitate direct debit and credit card transactions through our payment provider, Stripe.
The free trial is the transition period that ends on 1 January 2024, giving you time to fill in your payment details on the payment platform so that you can maintain access to the platform starting from the new year.
You can cancel your subscription via your account or you can contact our customer service team for an explanation of the process. You can see the renewal date of your subscription in your account. If you want to cancel your subscription, you must do so before that date, otherwise it will be renewed automatically.