Frequently Asked Questions (Partners)
How and where can I send my invoice?
How do I change the status of an order?
The order status can be changed in the portal by clicking on details and pushing the blue button that either has one of the following statuses: plan, picked up, delivered, picture CMR. You can also change here the loading/delivery dates if needed, but please note that we would like to avoid excessive amounts of plan changes, as it also interferes with customer plans.
How can I add driver details to an order?
After planning an order, you can click on “Details” and then it will show “Add driver”. Only When this is done, the email with confirmation will be sent to the loading address and the client. Driver can be changed later but might result in fault of pick-up documents.
When can I charge a fault freight?
Under several circumstances, you are allowed to charge us fault freight (75% of the order value). Examples are when the car is not present at the location, when opening hours are incorrect or when you have to wait for a longer period of time. Make sure you contact TW to discuss if you want to charge a fault freight successfully.
When can I charge waiting hours?
In case you or your driver has to wait longer than 30 minutes at a loading or unloading location, and it’s not your fault, you can charge TW waiting hours. The amount should be discussed and agreed in accordance with TW.
What should I do when the car is not at pick up location?
What should I do when there is no one at pick up or delivery location?
What should I do when the pickup or delivery location is closed?
When can I cancel an order?
Is it allowed to change the planning of an order?
What should I do in case I made damage during transport operations?
I can’t see the address details in the order that I took
My truck broke down or I encountered some issues that are delaying the plans
I can’t find orders in the country where I would like to drive
I placed a bid on an order in “Auction” but I don’t see it on my account
Why do I need a transport license or insurance to drive for you?
We want to make transport through our portal as safe as possible for our partners and customers. Therefore, we ensure that all our partners (with a payload of 3500 kg) are officially registered and insured against damage to third-party goods. > The same goes for insurance, which ensures that you and your means of transport are covered, as well as the cars you transport, in case of an unfortunate event. The transport license and insurance douments are then mandatory for us to work together.
I encounter some issues with the loading/delivery place of an order, or can't get in contact with them.
Inform our logistics team, they will contact the necessary contacts to ensure you are not held up: +31 88 369 0700.
Can I deliver a car outside opening hours?
Always contact the logistics team if you want to deliver outside opening hours. Our colleagues will check if this is possible and inform you about the full procedure. Failure to notify us may result in account suspension.
Are prices negotiable?
Prices are only negotiable if the order is on status ‘’open’’. Contact the logistics team to discuss the price and make an agreement. +31 88 369 0700
What does the aviso mean?
Some orders an aviso time of 24 or 48 hours is noted. This means that the order has to be planned, at least, 24 or 48 hours before pick up. Some loading locations (like auctions and logistics centres) need the aviso to prepare a vehicle for transport. Please take this into account when planning orders. Loading vehicles outside of the aviso time, is at your own risk