Operating as a secure marketplace, CitizenShipper exercises the right to monitor and record all exchanges made between drivers and shippers using the site’s messaging platform. This allows us to mediate any disputes that may arise between the two parties regarding the shipment. We require all exchanges to be restricted to our messaging platform until a driver is booked and the requisite service fee is paid.
As stated in the Driver Agreement (section 11, clause 6), a driver will not disclose personal or identifying information or make contact with other persons outside of Citizenshipper.com unless expressly allowed by Citizenshipper.com, or after being accepted/hired by said person through Citizenshipper.com.
When our filters detect an attempted exchange of contact info via the messaging platform -- including but not limited to phone numbers, email addresses, and social media identifiers -- the following steps are taken.
- Your message is blocked.
- A pop-up message reminds you that contact exchange is disallowed.
- You are provided with links to the Driver Agreement and other relevant articles.
If it is later established that a driver has circumvented our filters and successfully exchanged contact info with a shipper, the following measures apply.
- Your account is locked.
- You receive an email from our support team explaining the issue and asking you to verify that you understand the policy.
- Your account is unlocked, pending payment of the unlock fee.
The unlock fee shall be set based on the support team’s assessment of the driver’s infraction. For first-time offenses, the fee may be as low as $25. For repeat offenders, the fee would scale from $25 for first infraction up to the amount of booking fee lost due to the contact exchange.
As soon as the account is unlocked, the driver can resume bidding on shipments and contacting potential customers. While there is no probationary period, CitizenShipper retains the right to monitor the driver’s messages more closely in order to ensure subsequent compliance with the Terms of Service.
Drivers who feel that their messages were needlessly flagged for contact exchange can email firstname.lastname@example.org and argue their case. Mistakes do occasionally happen when filtration algorithms are updated, but we strive never to impede driver-shipper communication that complies with our policies.