Popular Resources
Knowledge base
Customer support
General FAQ
- I provided the necessary information for the background check, why can’t I access the platform? I passed the vetting, why I don’t see the leasing/trading page?
- Welcome to xChange 101
- I can't access/log in on xChange app
- Why is it beneficial to work with an official freight forwarding network?
- What are the xChange terms and definitions?
- What locations are available on the xChange platform? See all 7 articles
Account & Membership
Marketplace - Leasing
Marketplace - Trading
Communicating with Partners
- Where can I see the partner’s contact information? Can you share the partner’s contact details with me?
- How can I contact my partner/another member?
- What should I do if my partner is not responding?
- When should user contact the depot?
- I want to use/offer special containers. How can I share the specifications with the partner?
Payment & Wallet
Shipper Owned Containers
Company Profile
- I received a negative review on my company profile, what can I do?
- How can I edit my company profile introduction?
- What does it mean to be 'verified' by xChange?
- How do I add my ratings and reviews from xChange partners onto my own website?
- What are performance metrics and how can they be improved?
- What is the performance of my potential partner like?
Contract & Vetting
User Settings
Account & Membership FAQ
Unit Limit
Leasing FAQ
- BIMCO | What are the User's and Supplier's responsabilities?
- What does 'Containers Under Management' mean?
- Can I set a maximum usage time for the user?
- How are per diems calculated?
- What happens if both partners agree on a deal and one partner is not fulfilling their duties (e.g. supplier refuses to supply)?
- Do I have to use all units I accept in a deal, or can I also take only one? See all 11 articles
Search
Supply & Demand Listings
Negotiations, Deals, Definitions & Terms
- What is the Return Date feature?
- Where can I check a leasing deal's past events?
- Why can't I find a leasing deal anymore?
- I'm in the Negotiation stage of the deal, how do I move the deal forward?
- How to send a request for a leasing deal?
- How can I change the terms of a Leasing Deal? How can I make a counter offer? See all 14 articles
Direct Deals
- I cannot find the Assisted Request button. Why is that?
- How do direct leasing negotiations work?
- What are the benefits of Leasing Direct Deals?
- How do I create a Leasing Direct Deal with internal partners on xChange?
- How can I add insurance to a Direct Deal?
- Is it possible to enable Payment Handling for Leasing Direct Deals? See all 10 articles
Release and Drop-off References
- I am the User of a Leasing deal, how can I request a Drop off Reference?
- The user requested the Drop-off Reference, I am the Supplier of a leasing deal, how can I create it?
- The release reference is not working/valid, what can I do?
- How can I get the pick-up release reference or drop-off release reference from the supplier?
- What is the Reference Manager?
- How do I create a Release Reference? See all 11 articles
Pick-up and Drop-Off Tips
DRV, Repair Claim & Survey
- DRV per SCLA | My container is lost, stolen, or damaged beyond repair. What can I do?
- xChange Claim Terms and Conditions
- SCLA | What is the Damage Claim Process, when Premium Insurance is booked?
- What is the DRV Claim process?
- What is the Claims Manager?
- Everything you need to know about Claims on xChange See all 21 articles
Insurance
- How to open an Insurance Claim for units, which are lost or damaged beyond repair?
- Insurance Exclusions
- How is insurance charged?
- What is the Insurance Manager?
- How can I use the Insurance Manager to start an Insurance Policy?
- How can I use the Insurance Manager to stop an Insurance Policy? See all 20 articles
Cancellation Policy
Trading FAQ
- Where can I find the Release or the Invoice of a Trading deal?
- How does “Recommended” sorting work on Trading·Search?
- Trading Direct Negotiations
- What are trading demands?
- Can the deal type change from gate-buy to pick-up or vice-versa?
- What is the difference between Gate-buy and Pick-up deals? See all 12 articles
Trading Deals (Pick-up)
- What happens during the Pick-up Stage of a Trading deal?
- What happens during the Release Stage of a Trading deal?
- Terms for "Instant Sales Offers"
- What happens during the Payment Stage of a Trading deal?
- The containers I went to pick up are not in the condition promised, what now?
- I (Buyer) picked up the wrong unit at the depot, who is responsible for transporting this unit back?
Trading Deals (Gate-buy)
- Trading | Gate-buy deal | What happens after a negotiation is confirmed by both Buyer and Seller?
- I (buyer) have received the containers in my Gate-buy deal in a damaged condition, can I get compensation?
- When should I pay for my gate-buy deal?
- When should I (seller) deliver units to the buyer?
- Why have I (Seller) not yet received any payment even though the units should have been delivered?
- I (Seller) have attempted to deliver the units but was unable to, can I get compensation? See all 8 articles
Payments & Credit
- Where can I find credits for a completed trading deal as a seller?
- Where can I find the invoice or release reference of a trading deal?
- Can I make a single payment for multiple invoices? Can I pay for a specific trading deal?
- Which payment methods are available in a Trading deal?
- Why am I being charged a transaction fee when using a credit card?
- What is the xChange Trading Credit Line - Buy Now Pay Later (BNPL)? See all 19 articles
Insurance & Repair Claim
General Information
- In which regions is the Ocean Freight Marketplace available? In what Currencies can I pay for the Ocean Freight Bookings?
- Which shipping terms are offered on the marketplace, and what do they mean?
- What is the Ocean Freight Marketplace? how is this different from traditional ways of booking ocean freight?
How to use the Ocean Freight Marketplace
How to make a Negotiation?
Everything you need to know about Bookings
- Can I schedule recurring shipments? Is Cargo insurance included?
- Does xChange Platform support documentation for users?
- Are there any limitations on the type of cargo? Can I make changes to my booking after it has been confirmed?
- What information do I need to provide to place a booking request?
- How do I make a booking?
Rates
Shipping Schedules
Pricing and Payment
Customer Support and Assistance
Standard Container Leasing Agreement FAQ
Condition of Equipment
Pick-up Procedures for both the User and Supplier
- SCLA | When should I report the units as Picked up?
- SCLA | What if I am picking up Reefer equipment?
- SCLA | Pick-up has been completed, Does the user need to provide an EIR?
- SCLA | Can the User request the Supplier to make the containers immediately available?
- SCLA | What are the User’s responsibilities to ensure a smooth Pick up?
- SCLA | What are the Supplier’s responsibilities to ensure a smooth Pickup?
Drop-off Procedures for both the User and Supplier
- SCLA | What if I want to dispute the Drop-off data?
- SCLA | When should the User or the Supplier report the Dropped-off containers?
- SCLA | A Reefer unit has been dropped off, what are the next steps for the supplier?
- SCLA | Drop-off has been completed, Does the user need to provide an EIR?
- SCLA | What are the Supplier’s responsibilities to ensure a smooth Drop-off?
- SCLA | What are the User’s responsibilities to ensure a smooth Drop-off?
Payments
Additional notes
Leasing deal's Cancellation Policies
- SCLA | Supplier use cases of Cancellation Fees
- SCLA | User use cases of Cancellation Fees
- SCLA | The Supplier of a Leasing Deal is requesting a Cancellation, which requirements need to be met?
- SCLA | The User of a Leasing Deal is requesting a Cancellation, which requirements need to be met?
- SCLA | I would like to cancel a leasing deal, will I have to pay cancellation fees?
Everything you need to know about DRV Claims
More Resources
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Read the xChange Standard Container Lease Agreement
Here you can access the contract that rule all Leasing deals within xChange -
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