How to make a quality claim for a trading pick-up deal?

Quality Compensation Guarantee

xChange guarantees limited quality compensation for container buyers on the xChange trading marketplace. Sellers must accurately state their container conditions on xChange based on the standard Container Conditions. We support and mediate when a container does not meet the agreed container condition during or after pick up, ensuring fair resolutions for both buyers and sellers.

• Keep reading to learn how to open a quality claim for pick-up deals, where the buyer picks up the unit from the seller's depot.
• You can also read about the claim process for the gate-buy deals, where the seller delivers the unit to the buyer's depot here:
  • How to make a quality claim for a trading gate-buy deal?
    
• You can also learn more about this topic on our xChange Claim Terms and Conditions

How Does This Work?

For pick-up deals, buyers are offered two types of quality guarantees depending on whether the issue is raised before or after picking up the containers:

• Onsite (Still at the Depot) Guarantee: If raised prior to or during pick-up (depending on the 7-day guarantee), the buyer will be able to claim a full cancellation (full refund with a $100 per container cancellation fee if requested within 7 days from release reference), exchange of the units, or pick-up with quality compensation after providing the necessary evidence. In either case, the xChange team will be here to assist and resolve the claim as smoothly as possible. 
  
  
• Picked-Up Guarantee: If raised after pick-up, the buyer can claim quality compensation after providing the requested repair estimates, clear photos showing every angle of the container where the damages can be identified, and photo of the container's CSC plate.
  
  
• For more details, see below Which guarantees apply to my trading quality claim?

*Warning: Any quality issue claim must be raised within 24 hours after the actual pick-up. Failure to do so will result in claim rejection.

Steps to Make a Claim for a Pick-up Deal

1. Inspect the Containers at the Depot: Thoroughly check the container condition before (by booking a survey) or during pick-up, ensuring they are fully inspected at the depot.
   
   
2. Document Any Issues: Take clear photos and detailed notes of any issues or damages.
   
   
3. Raise the Quality Claim
   • If you are still at the depot (on-site): you can reach out to Customer Support by typing @ then clicking on the Support option from the drop-down menu or via email: service@container-xchange.com 
     
   • If you already completed the pick up of the containers (within the last 24 hours):
     You can raise the claim through the xChange platform. Click on the New Claim button located within the Claims tab of the deal page.
     
     
     
     
4. Upload the evidence: Within 72 hours of opening the quality claim, upload the requested evidence through the Browse files upload section shown in the image below. Make sure to include:
   • Multiple photos showing the container's conditions or damages.
   • Photos of the CSC plate
   • Repair estimate 
     
     • Note: Repair estimates ideally should include the repair method, damaged items, size of damages (length and width), labor cost, labor hours, material cost, and total cost, etc.
       
       
       
5. xChange Mediation: All the evidence provided will be evaluated by our Container operations team and it’s subject to review to determine the final outcome. 
   
   
6. Resolution: Once validated by xChange, the claim will be processed, and appropriate action (cancellation, exchange, or compensation) will be taken. 

Which guarantees apply to my trading quality claim?

• Onsite (Still at the Depot) Guarantees: If the containers are inspected within 7 days from the upload of the release reference by the Seller on the trading deal but not yet picked up (still on site), the xChange guarantee will be applied. Here are solutions that xChange will support with:
  
  
  • Cancellation: Upon request from the Buyer, Container xChange will process a full refund and a cancellation fee ($100 per container) after the required evidence is reviewed and approved by our Container operations team: 
    • Clear photos showing every angle of the container where the damages can be identified.
    • Photos of the container's CSC plate
      
      
  • Exchange of the Containers: This option will be offered if the seller confirms the availability of other containers with suitable container conditions.
    
    
  • Pick-up with quality compensation: The buyer will eventually be offered to complete the pick-up of the container and open a quality claim for compensation after the required evidence ⬇️ is provided:
    • Repair estimates
    • Clear photos showing every angle of the container where the damages can be identified.
    • Photos of the container's CSC plate
      
      
• Onsite (Still at the Depot) Guarantees: If the containers are inspected after 7 days from the upload of the release reference by the Seller on the trading deal but not yet picked-up (on site), the xChange guarantee will be limited. 
  
  
  • Buyer requests deal cancellation (not xChange guaranteed)
    
    
  • Exchange of the Containers: This option will be offered if the seller confirms the availability of other containers with suitable container conditions.
    
    
  • Pick-up with quality compensation: The buyer would complete the pick-up of the container and open a quality claim for compensation (xChange limited guarantee) after the required evidence ⬇️ is provided:
    • Repair estimates
    • Clear photos showing every angle of the container where the damages can be identified.
    • Photos of the container's CSC plate

• Picked-Up Guarantee: If the containers have already been picked up, the quality issue must be raised to the xChange team within 24 hours of the actual pick-up. The level of guarantee provided by xChange will then depend on when the release reference was provided and the units picked up: 
  
  
  • if the containers were picked up within 7 days from the provision of the release reference by the Seller, the xChange guarantee will be full (the full amount of repair will be, after submission of evidence and validation by xChange, guaranteed).
    
    
  • Required evidence: 
    
    • Repair estimates
    • Clear photos showing every angle of the container where the damages can be identified.
    • Photos of the container's CSC plate

• • Picked-Up Guarantee: If the containers are picked up after 7 days from the provision of the release reference, by the Seller, the xChange guarantee will only be limited (after submission of evidence and validation by xChange). 
    
    
  • Required evidence: 
    • Repair estimates
    • Clear photos showing every angle of the container where the damages can be identified.
    • Photos of the container's CSC plate

For more details, check out reach out to our team at service@container-xchange.com