FAQs

General questions

• I’m not a commercial shipper – can I still use your services?

  Thanks for your interest, however our service is for businesses only.
  If you’d like to send a parcel, please visit the DHL Express UK website.

• Can small, independent businesses ship goods with DigiHaul?

  Yes! We specialise in Full Truck Load movements (FTL), so if your business needs FTL shipments moved on a regular basis, then we can provide an efficient and cost effective solution. We work with carriers of all sizes, from sole owner-operators to UK-wide fleets.

• Can I use DigiHaul to ship outside the UK?

  No, currently we only operate in the UK.

• I’m having problems accessing my account, what should I do?

  If you’re a shipper or carrier and you already have an account, contact our Customer Services team and we’ll help you log in.

• Is there a set-up cost or monthly fee for shippers or carriers who sign up with DigiHaul?

  No – neither! As a shipper, you’ll only ever pay what you’re quoted on the portal and we keep our pricing competitive, so you won’t get any nasty surprises. DigiHaul is completely free for carriers to use too.

• How do I set up a new shipper or carrier account?

  Contact us – we’ll explain everything to you and will get you up and running.

• How does payment work for shippers and carriers?

  We manage and process all transactions through our secure online portal and there’s only ever one point of contact for both shippers and carriers – that’s us.

• What makes DigiHaul different from digital freight platforms?

  We’re a digital freight business, which means we take care of everything for our customers – from taking the booking to managing the shipment end-to-end and providing electronic to proof of delivery. We’re the digital business with a human touch, providing high quality customer service. If you have any questions or need support, you can walk it through with an expert.

• Which sectors does DigiHaul cover?

  We cover the following sectors: Retail and Consumer, Automotive, Energy and Chemicals, Engineering and Manufacturing, and Technology. Read more about specific industries here

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Shipper questions

• How do I know where my shipments are once they’ve been collected from my facility?

  Simple – just log into your account and you can track the location of all your shipments in real time. You’ll receive a digital proof of delivery notification as soon as delivery has been made.

• How do you ensure quality of the carriers within the DigiHaul network?

  We ensure all of our carriers provide the required legal compliance documents and check they are registered with the Road Haulage Association (RHA), so you can trust that your goods are in safe hands.

• I already use a transport management system, can I still use DigiHaul?

  Yes, you can continue using your Transport Management System. We have various options for integrating your TMS with the DigiHaul portal and can work with you to select the right solution.

• Will the price change once I’ve booked my shipments?

  No – the price you see upfront is the price you pay, nothing more.

• What is the difference between a digital freight business and a digital freight forwarder?

  A digital freight business like DigiHaul is responsible for the end-to-end transport and delivery of your shipments, from the moment you book the load through to delivery and payment. We have a network of trusted and fully vetted carriers who accept the transport offer and allocate the job to one of their trained drivers. You’ll have full visibility of the status of your shipment from the moment it’s booked. A digital freight forwarder enables shippers to tender shipments and carriers to bid for and book orders on an online platform, but doesn’t manage the freight process end-to-end.

• Do I need to schedule a minimum number of shipments to be able to use DigiHaul?

  Once your account is set up you can ship as much or as little as you need to with no ongoing commitment. We offer three convenient methods to book a shipment: API integration for large volumes (50+ shipments per day), CSV upload for medium volumes (up to 50 per day) and web booking (less than 20 per day).

• I have specialist shipping requirements – can DigiHaul accommodate these?

  Yes – we give you access to the largest UK-wide carrier base offering suitable transportation. This ranges from standard ambient to temperature-controlled and ADR vehicles. Our extensive range of carriers can accommodate most shipping requirements.

• How will I know my orders are booked?

  You will be notified via the DigiHaul portal when your shipments have been accepted and allocated to a driver.

• What shipment information do I need to provide?

  Our user-friendly template prompts you to input details such as pick-up and delivery locations, weight and any specialist transport requirements.

• Is my shipment insured?

  Yes – subject to the limitations and exclusions set out in our General Conditions, DigiHaul is liable for products lost or damaged except where such loss or damage arises as a result of the action or default of the shipper, its customers and suppliers or events outside of DigiHaul’s reasonable control.

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Carrier questions

• How do I sign up as a carrier with DigiHaul?

  Send us your contact details – we will get in touch with all the information you need to get you up and running. Contact us

• I would like to drive for DigiHaul – how quickly can I get set up?

  We’ll ask you to read and sign our Ts and Cs and contract, then add your details and legal compliance documents (such as insurance) to our system. Once we’ve got everything from you we can usually get you all set in a matter of days. We can also train you and your team on the system.

• How do I bid for orders?

  Log into your account, see what’s available and select the loads you want to book at the rate given – you’ll receive confirmation straightaway. You can book backhauls in exactly the same way too, so you can tip and reload in the same place.

• Can I cancel a load if I need to?

  Yes, however there may be a cancellation charge applicable, depending on how close the cancellation is to the start date of the activity.

• How do I get paid with DigiHaul?

  We’ll transfer payment to your account within 30 days of invoice. You can keep track of everything using either our portal or our app.

• Do I have to manage my own invoices?

  No, we take care of all of that for you. Once the Proof of Collection/Delivery has been uploaded, we invoice the shipper and you receive a self-bill invoice and payment in 30 days.

• How do I get in contact with DigiHaul?

  You can email our Customer Service team in the UK and we’ll get back to you as soon as possible.

• Do you offer any discounts for carriers?

  We’re working with affiliate partners to provide a range of benefits to our carriers and will have more information on this in the near future.

• What kind fleet do I need to drive with DigiHaul?

  Anything from one van to a nationwide fleet of trucks. You can easily add more vehicles and drivers as and when you need to.

• Do drivers have to use the DigiHaul app?

  Yes, you’ll need this to track shipments from collection to delivery. The app is easy to use and lets you upload a photo of the POD on your phone for a faster turnaround, no need for paperwork.

• Can DigiHaul support with training?

  Of course! We provide remote training sessions explaining how it all works, what you need to do and how to use the driver app.

• What happens if my driver collects or delivers late?

  Your driver should keep the app updated with the expected arrival times and, where possible, make contact with our Customer Service team to explain the issue.

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