Introduction

Our overarching goal and mission at xChange is to make our members successful in saving costs (time and money!), increasing revenues, and streamlining processes. However, we also want our members to have a great experience when using the platform—which is why we have put together our “Code of Conduct”. It is important to note that we will not take legal action against members who do not adhere to all of the ten elements below, but we want to actively encourage our members to follow this code. As a result, consistent adherence to the code is rewarded by e.g. a higher ranking in search results and better reviews by other members—and therefore ultimately more success on xChange.

Most of these elements will likely be common sense for most if not all of our members—as the overarching idea is to “treat your partner the same way you yourself would like to be treated”.

1. Be transparent and honest

Being transparent and honest in your intentions and expectations is key to a successful partnership—on xChange just like in “real life”. Therefore: Be as upfront as possible in communicating what you will do with the equipment (cargo, destinations, routes, transhipments, redelivery timeframe, etc) or what the equipment will be like (container conditions, availability, etc).

2. Update your data regularly

Nobody likes to see offers that are not valid anymore or to get requests on requirements that were urgent 3 weeks ago. To avoid that, please keep your data up to date and keep xChange in the loop if an urgent requirement is not urgent anymore.

3. Use appropriate language and respect each other

xChange is a global platform across countries and cultures—and hence it is unavoidable to sometimes have some cultural misunderstandings and differences. However, treat your partner with the same respect and dignity that you would like to be treated yourself. Do not use swear words or insult each other: If there are conflicts, the xChange Service team is more than happy to jump in and support you!

4. Reply timely

Your partners on the platform rely on your feedback for their business: Oftentimes there are client commitments or tenders that depend on equipment availability or cabotage opportunities—hence try to be as fast and swift as possible in replying to incoming messages and requests. If you cannot give a definite answer immediately, let your partner know that you’re checking and will get back later.

5. Be fair and reasonable

In negotiations, both parties want the biggest benefit for their side. However, a building block for being a successful member of xChange is to be fair and reasonable in your demands and asks. For example, only ask for the number of units you need instead of a much too large number (and later not pick up all of them!).

6. Negotiate actively

We see it again and again: Partners decline a request as “Terms don’t fit” without even trying to negotiate. Don’t be one of those: If you do not like some terms, make a counterproposal to indicate what you could agree on. Even if the partner cannot agree to that, the system learns from your data and can match you to a better-fitting counterpart—that’s the benefit of a global platform!

7. Keep xChange in the loop

Please always update xChange about changes, news, etc (either online in the respective chat or by cc’ing us on emails). That is the only way that xChange can make sure that everybody who needs to know actually does know. This includes all users of the partner’s company who might not be included in a direct mail conversation or phone call. Always remember: When there are issues and disputes, it is indispensable to have all information in one place!

8. Stick to commitments (release, pick up, return, pay)

Being a gentleman (or gentlewoman for that matter!) always means standing up to your commitments. When you say you will do something: Do it! This holds true for all parts of the transaction process, from releasing the containers after accepting a deal to returning them in time—to of course payment of your bills. We know that life is not perfect and that the unexpected always happens—but if that is the case, communicate early and openly so that the other party knows what’s happening.

9. Leave reviews

In order to trust companies that you do not know too well, you would likely want to turn to reviews from others. To make sure that everyone can benefit from this: Please leave reviews of your previous partners, highlighting what went well and what did not go so well.

10. Treat the equipment like it is your own

xChange is a place where you can use somebody else’s equipment for your own purposes. But this does not mean that you can do whatever you want with this equipment: It still belongs to the owner! Hence please treat your partner’s assets like you would treat your own—and if an incident happens, take responsibility as any gentleman/woman would do.

11. Communicate and complete deals on xChange

• Deal initiation and completion on xChange: All deals initiated on xChange must be completed exclusively through the platform. A “started deal” refers to a negotiation initiated within the xChange platform. It’s strictly prohibited for customers to continue communication offline during any stage on xChange.
• Restricted sharing of contact information: Requesting or sharing contact information and invoice details including exchanging such information within chat conversations, comments on listings, or any other sections of the platform, is prohibited. Sharing this information is permissible only if it’s strictly necessary for the post-acceptance process, such as providing invoice details or scheduling a survey. Customers must refrain from suggesting or implying offline communication to finalize a deal.
• Offline payments: If customers wish to make an offline payment after negotiations, they should disable ‘Payment Handling’ and use the xChange chat to exchange necessary invoicing information. However, this choice implies acknowledging the risks of delayed or non-payment, as well as increased time and effort for invoicing. xChange will only support communication and mediation between partners.