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.
In het geval van shipment gerelateerde zaken zal de shipper de carrier, of de carrier de shipper, per direct contacteren. Als deze richtlijnen niet gevolgd kunnen worden en de shipper of carrier niet kunnen helpen, dan kan er contact opgenomen worden met UTURN voor support.
1. Shipper
Use of the platform
You can add the new user (new emailadres) through the link: https://portal.uturn-system.com/register
Fill in your name and telephonenumber and press ‘Next’. A blue button appears with ‘Join Existing’.
On here you can add your organisationnumber. You can find this number under the already excisting account at ‘My Account’ (in the down left corner) Next step is to approve the new user on the already excisting account.
You can also go to ‘My Account’ and then at ‘User Management’ you can press Approve. You have just added the new user.
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.
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:
- More than 24 hours prior to execution (location 2 from date/time), free of charge
- Less than 24 hours prior to execution (location 2 from date/time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (location 2 from date/time) and in progress 100% of agreed price.
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
If the shipper is forced to cancel the contract of carriage he is forced to compensate the carrier accordingly following underneath rules. UTURN has a best effort responsibility to support shipper and carrier to provide an alternative for the carrier to avoid costs.:
- With no contract of carriage , free of charge
- More than 24 hours (business days) prior to execution, free of charge
- Less than 24 hours (business days) prior to execution and not in progress 70% of agreed price
- Less than 24 hours (business days) prior to execution and in progress 100% of agreed price.
Costs that arise from additional requirements, that were not reflected in the initial shipment when it was assigned / accepted will be discussed and concluded on a case per case basis.
- Extra stop = 40,-
- Kilometer price = 1,- per kilometer (if more than 10 km detour)
- Other costs in consultation with the shipper (IMO stickers, seals, storage, chassis rental, etc.)
Entered costs will be subject to a control step of UTURN. After the check, the costs are forwarded to the shipper for approval. After processing of the costs by the shipper, carrier is informed accordingly and the invoice lines processed subsequently. Shipper is informed of additional unexpected costs that require feedback. Shipper is obliged to provide feedback within 5 working days. If Shipper fails to do so, the costs are automatically deemed approved.
DURING TRANSPORT
- When waitingcosts occur, the shipper should be informed immediately. Contactdetails of the shipper can be found in the shipmentdetails on the UTURN platform.
- We advise to use the ‘Report Issue’ functionbutton. This button can be found for every location in the order details on the app and webportal.
AFTER TRANSPORT
- Extra costs will only be processed if the shipper is informed during the emergence of the costs.
- Extra costs should be uploaded within 24 hours after complement, in combination with a valid proof of delivery (CRM/Interchange).
- Go to the page ‘Manage orders’ and press ‘Update details -> Additional cost.
- Costs will only be processed if the truck arrives in time (with a tolerance of 15 minutes)
- The standard tarive for an extra stop is €40,-
- For waitingcost applies a tarive of €47,50 per hour which can be submitted per 15 minutes
- Load/unloading location: 2 hours included in the agreed price (with a tolerance of 15 minutes)
- Terminal/depot: 1 hour included in the agreed price (provided that the shipper can be held responsible)
Cost that arise out of unexpected force majeure situations at terminals or depots, which both carrier and shipper cannot be hold responsible for, will be asked to split between carrier and shipper 50/50. This won’t give any guarantees.
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 organisations will be screened after registration for the completeness and correctness of the provided information. Furthermore Carriers are screened on the required permits to execute transport:
Transport license (NIWO license for the Netherlands)
Only carriers with a valid transport license and chamber of commerce number on the same organisation name will be allowed access.
Insurances
All active carriers are required to have and make available the relevant insurance documents to execute transport. The following insurance policies are relevant and required:
- A Corporate Liability Insurance and,
- A Commercial Automobile Liability Insurance and,
- A Transport Liability Insurance.
You can add the new user (new emailadres) through the link: https://portal.uturn-system.com/register
Fill in your name and telephonenumber and press ‘Next’. A blue button appears with ‘Join Existing’.
On here you can add your organisationnumber. You can find this number under the already excisting account at ‘My Account’ (in the down left corner)
Next step is to approve the new user on the already excisting account.
You can also go to ‘My Account’ and then at ‘User Management’ you can press Approve.
You have just added the new user.
Additional unexpected 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:
- More than 24 hours prior to execution (location 2 from date/time), free of charge
- Less than 24 hours prior to execution (location 2 from date/time) and not in progress 70% of agreed price
- Less than 24 hours prior to execution (location 2 from date/time) and in progress 100% of agreed price
Costs that arise from additional requirements, that were not reflected in the initial shipment when it was assigned / accepted will be discussed and concluded on a case per case basis.
- Extra stop = 40,-
- Kilometer price = 1,- per kilometer (if more than 10 km detour)
- Other costs in consultation with the shipper (IMO stickers, seals, storage, chassis rental, etc.)
Entered costs will be subject to a control step of UTURN. After the check, the costs are forwarded to the shipper for approval. After processing of the costs by the shipper, carrier is informed accordingly and the invoice lines processed subsequently. Shipper is informed of additional unexpected costs that require feedback. Shipper is obliged to provide feedback within 5 working days. If Shipper fails to do so, the costs are automatically deemed approved.
DURING TRANSPORT
- When waiting costs occur, the shipper should be informed immediately. Contact details of the shipper can be found in the shipment details on the UTURN platform.
- We advise to use the ‘Report Issue’ function button. This button can be found for every location in the order details on the app and webportal.
AFTER TRANSPORT
- Extra costs will only be processed if the shipper is informed during the emergence of the costs.
- Extra costs should be uploaded within 24 hours after complement, in combination with a valid proof of delivery (CRM/Interchange).
- Go to the page ‘Manage orders’ and press ‘Update details -> Additional cost.
- Costs will only be processed if the truck arrives in time (with a tolerance of 15 minutes)
- The standard tarive for an extra stop is €40,-
- For waitingcost applies a tarive of €47,50 per hour which can be submitted per 15 minutes
- Load/unloading location: 2 hours included in the agreed price (with a tolerance of 15 minutes)
- Terminal/depot: 1 hour included in the agreed price (provided that the shipper can be held responsible)
Cost that arise out of unexpected force majeure situations at terminals or depots, which both carrier and shipper cannot be hold responsible for, will be asked to split between carrier and shipper 50/50. This won’t give any guarantees.
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
In case of waiting time, the carrier must report this immediately with the ‘i am waiting’ function on the platform or by contacting the shipper directly. Shipper will be informed about possible issues, which may result in extra cost.
- Waiting due to any reason
- Issues (unkown reference, booking unknown, etc.)
- Deviation of the order (other location, date, time etc.)
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.