About dispute resolution services

Citizen Shipper offers an Online Dispute Resolution (ODR) process for any party - shipper or driver - unsatisfied with their transaction. The process consists of a Negotiation Forum, wherein the parties can attempt to work out a satisfactory resolution on their own. The responding party may choose whether to participate; however, all parties who do participate in the Negotiation Forum agree to do so in good faith with the intent to reach a settlement that is agreeable to them.

If the parties have not agreed upon a resolution within the three-day Negotiation Period, a neutral third party (under contract with Citizen Shipper, LLC) will join the dispute. After reviewing both parties’ suggested resolutions, the neutral party will propose one final settlement. If both parties do not accept this settlement, the Negotiation Forum will close and Citizen Shipper’s involvement in the dispute will end.

Citizen Shipper will, at the request of either party, provide the names and contact information of arbitrators who may be willing to arbitrate the dispute further. The time, manner, and payment will be decided by the parties and the arbitrator. Citizen Shipper will not be a party to that arbitration process.