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Categories Getting Started & General Information Accounts & Membership
Marketplace - Leasing Marketplace - Trading Payment Other Products & Services
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WELCOME TO XCHANGE HELP CENTER

If you can't find your answer here, please reach out to Customer Support.

What customers usually search for : pick up drop off eta update payment



POPULAR RESOURCES


   


 * LEASING: HOW IT WORKS
   
   Watch a nice video on how Leasing containers works in xChange!
 * noun-faq-170995-svg
   
   
   XCHANGE BASICS
   
   Just joined xChange? You can start here!
 * noun-offline-2490753-svg
   
   
   ACCESS TROUBLESHOOT
   
   Are you having issues accessing/logging in at our app? Check here!
 * noun-email-113149-svg
   
   
   OPEN A SUPPORT TICKET
   
   Click here to open a ticket with our great Support team.


KNOWLEDGE BASE


GETTING STARTED & GENERAL INFORMATION


CUSTOMER SUPPORT

 * How can I get help from xChange 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

 * How can I access my xChange company profile?
 * Can I add more users to my subscription?
 * What are Ratings and Reviews, and how are they rated?
 * What is the xChange Customer Referral Program?


MARKETPLACE - LEASING

 * What is One-Way Listing?
 * What are the leasing deal stages?
 * What are Direct Leasing Deals?
 * How can I use the leasing deal chat?
 * Trusted Suppliers


MARKETPLACE - TRADING

 * Understanding Trading Demand Listings
 * Understanding Trading Supply Listings
 * Trusted Seller Badge
 * What is a SuperTrader?


COMMUNICATING WITH PARTNERS

 * 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

 * What is the xChange Wallet and how do I access it?
 * When is the Payment Handling fee charged?
 * How can I request a pay-out from xChange?


SHIPPER OWNED CONTAINERS

 * What are SOCs and when do use them
 * How do I get the most out of SOCs? Tips and Tricks.
 * Important considerations to keep in mind when using SOCs
 * SOC Resources


ACCOUNTS & MEMBERSHIP


COMPANY PROFILE

 * 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

 * What is the Multiparty Agreement (BIMCO)?
 * Does everyone have to sign the Multiparty Agreement (BIMCO)?
 * What is the xChange Vetting/Background Check process?
 * How do documents get verified by the xChange vetting process?


USER SETTINGS

 * What are the user settings?
 * How can I change my email preferences?
 * How can I set a new password?
 * I have forgotten my password, what can I do?


ACCOUNT & MEMBERSHIP FAQ

 * Can I remove a user from my organizations account?
 * Terms & conditions 7-day free trial Leasing Marketplace
 * "Only Buyer" companies
 * What are the terms of a Trading Trial Subscription?
 * Is it possible to have a trial period on the platform?
 * How can I cancel my Trading membership?
   See all 10 articles


UNIT LIMIT

 * What is the Unit Limit?
 * Why does xChange have a Unit Limit?
 * How is the Unit Limit calculated?
 * Who can I talk to if I have questions or concerns about the unit limits？
 * Why have I reached the Unit Limit?
 * I have reached my Unit Limit, what happens with my leasing deals now?
   See all 9 articles


MARKETPLACE - LEASING


LEASING FAQ

 * I just accepted my first leasing deal, what falls under my responsibility per
   BIMCO?
 * How are my Containers/Assets protected through xChange?
 * How can I request a change of terms on a Leasing Deal?
 * What does 'Containers Under Management' mean?
 * Can I set a maximum usage time for the user?
 * How are per diems calculated?
   See all 12 articles


SEARCH

 * What is the search field function?
 * How can I search on the platform?


SUPPLY & DEMAND LISTINGS

 * What is a Leasing Listing?
 * What are 'Leasing Listings'?
 * How do I add One-Way Listings?
 * How to update your Listings?
 * What is Active Matchmaking?


NEGOTIATIONS, DEALS, DEFINITIONS & TERMS

 * Where can I check who accepted the deal or who changed the terms? What is the
   current status of a leasing deal?
 * 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?
 * Market average terms
 * What is the Pick-up Charge?
   See all 13 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

 * 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 should I do if the Release Reference has expired?
 * Your release reference expired, how to extend references on xChange?


PICK-UP AND DROP-OFF TIPS

 * 1.1 What is Reference Manager?
 * 1.2 How do I create a Release Reference?
 * 1.3 Why is it important to create release references properly via the deal
   feature?
 * 1.4 When is a Release Reference confirmed (xChange Confirmation)?
 * 1.5 Can I split the Release Reference with another partner?
 * 1.6 How do I provide Drop-Off References?
   See all 17 articles


DRV, REPAIR CLAIM & SURVEY

 * 5.1. Everything you need to know about Damage Claims
 * 5.2. How to open a Damage Claim?
 * 5.3. What are the different damage protection levels offered on the xChange
   platform?
 * 5.4. What is the Damage Claim Process, when Premium Insurance is booked?
 * 5.5. What is the standard Damage Claim Process (Basic Insurance or No
   Insurance)?
 * 5.6. What is the 'Damage Monitor'?
   See all 15 articles


INSURANCE

 * How is insurance charged?
 * 3.1 How do I claim insurance?
 * 3.2 What is the Insurance Manager?
 * 3.3 How can I use the Insurance Manager to start an insurance claim(s)?
 * 3.4 How can I use the Insurance Manager to stop an insurance claim(s)?
 * 3.5 Is it possible to download bulk insurance data?
   See all 19 articles


MARKETPLACE - TRADING


TRADING FAQ

 * 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?
 * Trading Introduction Video (Russian)
 * How can I stop saved search notifications on Trading?
   See all 11 articles


TRADING DEALS (PICK-UP)

 * Pick up deal : I paid the invoice, what happened next? When will you release
   the units?
 * Terms for "Instant Sales Offers"
 * Trading - Pick up deal: What happens after a negotiation is confirmed by both
   partners (Buyer & Seller)?
 * The release reference is not working/valid, what can I do?
 * 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 partners (Buyer & Seller)?
 * I (Buyer) want to provide a Drop-off Reference, how can I do this?
 * 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?
   See all 9 articles


PAYMENTS & CREDIT

 * Why am I being charged a transaction fee when using a credit card?
 * What payment methods are possible for Trading deals?
 * What is the xChange Trading Credit Line - Buy Now Pay Later (BNPL)?
 * I am sure that I should have a positive balance on my wallet but I am seeing
   a negative, why is that?
 * Buy Now Pay Later - Terms and Conditions
 * I see a negative on my wallet balance for the deal I accepted recently, does
   this mean I have already paid?
   See all 18 articles


INSURANCE & REPAIR CLAIM

 * How can I deal with damage/repair related issues in Trading deals?
 * I (Seller) disagree with repair claims shared by the buyer in the gate-buy
   deal, can I dispute them?


PAYMENT


PAYMENT FAQ

 * What happens to my payment if the user has surpassed or reached their Unit
   Limit?
 * How do I claim back insurance premiums which have not yet been refunded?


WALLET, INVOICE & PAYOUT

 * How do xChange invoices work?
 * How do I get billing details for my transactions on xChange?
 * How long does it take to receive payment after wallet withdrawal?
 * When and how will I receive payment for containers that have been picked-up
   already?
 * I need to dispute or update an invoice due to late reporting of Pick-up or
   Drop-off Data
 * I paid all my invoices but my balance is still negative, why?


PAYMENT HANDLING

 * What is the Payment Handling?
 * What kind of fees can be handled with Payment Handling?
 * How does xChange Payment Handling reduce the risk of late payments?
 * Why is it beneficial to have Payment Handling enabled?
 * Who pays for the Payment Handling Fee?


ADDITIONAL CHARGES

 * Why I was charged for additional users?
 * Why was I charged for additional batches of containers?
 * Unexpected and new charges: How can I raise and settle those?


OTHER PRODUCTS & SERVICES


OCEAN FREIGHT (SLOTS)

 * Ocean Freight Acronyms: what do they mean?
 * What is the Ocean Freight Marketplace?
 * Which shipping terms are offered on the marketplace?
 * What currencies can I use on the Ocean Freight platform?
 * Why are only limited port-to-port connections available?
 * How can I offer my slots on the marketplace?
   See all 8 articles


INSIGHTS

 * What is Insights? Find out here how to use it and be more successful.
 * Frequently asked questions about Insights
 * CAx - Container Availability Index


CONTAINER CONTROL

 * What is Container Control?


CUSTOMER & DEPOT INTEGRATIONS

 * What are xChange Connect Integrations?
 * 1. Connect - Depot Integration
 * 2. Connect - Customer Integration
 * What is Depot report Authorisation (DA)?


TRACKING

 * What is Tracking Premium?


TANK CONTAINERS

 * How can I book Tank Containers on xChange?


MORE RESOURCES


 * READ THE BIMCO CONTRACT
   
   Here you can access both contracts that rules all Trading and Leasing deals
   within xChange


 * OUR HELPLINE HOURS:
   
   24h/5 during the week days


 * GET UPDATED ON THE MARKET
   
   Click here and access our xChange Blog with all the relevant updates on the
   Container Logistic World!


XCHANGE CUSTOMER SUPPORT

Our great Customer Support Team is always ready to help you with any inquiry you
might have. Just pick one of our official channels and we will get back to you
shortly! You can also ask for help directly from the Deal chat :)
Submit a request

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Leasing: how it works
Watch a nice video on how Leasing containers works in xChange!
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https://help.container-xchange.com/hc/en-us/articles/7900653774237-Welcome-to-xChange-101
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xChange Basics
Just joined xChange? You can start here!
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https://help.container-xchange.com/hc/en-us/articles/10151082840477
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Access troubleshoot
Are you having issues accessing/logging in at our app? Check here!
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Open a Support Ticket
Click here to open a ticket with our great Support team.
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