MOOV Help Board

Shipping anything can be a hassle, especially if you have never done it before. From pick-up to delivery, we want your moov experience to be a seamless experience, but there are some things to keep in mind.
For starters, make sure you know what you are shipping. Do your best to find out the size, weight, and any special accommodations your shipment might need. Buying online? Get as much information as possible from the seller about your future shipment and the pick-up location. This will help you list the item(s) accurately and provide the correct information to prospective service providers.
If you are thinking about listing your household move on moov, keep in mind that people almost always underestimate the amount of stuff they have. Making a detailed inventory list is important and can come in handy if anything goes wrong during the move.

[If you're shipping a pet, make sure that he or she is healthy enough to endure the stress of traveling with a stranger. A clean bill of health from the vet should always be obtained. If it's summer time, we highly recommend you reconsider shipping your pet if at all possible. Even with an air-conditioned vehicle, summer temperatures can take their toll on these furry animals. You should also do your due diligence to ensure that the person you are handing over your companion to is going to consider his or her safety and comfort a top priority.]

- Service providers will use the information you provide in your listing to give you a quote, so you'll need to make sure your shipment is accurately described. An accurate description will be the best way to ensure that you receive accurate quotes and that your item will be successfully transported.
- When you are creating the listing, you may be prompted to enter information about the shipment such as the size dimensions and weight. You should always check for accuracy. Make sure you select the correct measurement units for your shipment. If you are not certain, use your best judgement to provide estimates - not everyone knows how much their mattress weighs! It will also help if you specify whether your shipment must be transported in one piece or if certain items can be broken down. This can help transporters know if they will have room or not. - For larger items especially, many manufacturers provide dimensions and weight specs online. Try searching for an owner's manual or specifications of an item. Be sure to indicate if your shipment is modified or not, too. - Of course, one of the best ways to describe your items is to provide a picture! If you can, be sure to upload multiple pictures that show the shipment and any special accommodations it may need. If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Prior to completing the listing process, you may have been given a cost estimate. This estimate is an approximate number and it is meant to help you plan your budget before making your shipment available in the marketplace so that service providers are not bidding until you're ready to ship.
This shipping estimate will show you a range of prices and the cost for similar shipments. These numbers are all based on actual booked shipments from other moov customers.
Keep in mind that this is just an estimate. Actual quotes from service providers could be higher or lower than the estimated price due to changes in fuel prices, seasonal weather, and overhead costs.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

So you have posted your shipment, gotten some bids, and now you have options! Great! Now what?
As a feedback-based marketplace, moov provides access to some great insights into the quality of a service provider. Here's how to put those insights to use to ensure you are choosing someone who will met your expectations.
Read the Feedback
On the provider's profile, you can see feedback from their previous shipping customers. All of that feedback is from customers that have previously booked on moov with that provider, so you can trust it's from a real transaction. Check to see the ratings their previous customers left. Read the comments, and note the kinds of shipments that provider has experience hauling.
Check the Cancellations
Next, read the cancellation comments and see how often that provider has had to cancel. Keep in mind that some cancellations may be from the customer's side. However, if you have a time sensitive shipment, you may want to consider a provider with fewer cancellations.
Review Licensing
The transportation industry in the Nigeria is governed mostly by state Motor Vehicle Registration and Administration Authority (MVRAA) or Motor Vehicle Licensing Authority, a branch of the Ministry of Transportation (MOT). The MVRAA issues Vehicle licenses and roadworthiness certificates as proof of registration for safety and commercial regulation. If a service provider has properly registered its vehicle they will be readily available for you to crosscheck, so consider discussing this in the Q&A on your listing with any prospective providers. Communicate
A provider that takes the time to communicate with you before pickup will probably do the same once you're working together. If you have questions or concerns you want addressed before booking, contact helpdesk@moov.com.ng.
Consider the Price
Obviously, this matters. You're here to find a deal! But while the lowest price may be tempting, it may not always be the best choice. Are you willing to pay a bit more for a better timeline or a more experienced provider? Make sure to consider price a part of the equation, but not the only factor.
Still have questions? Feel free to contact helpdesk@moov.com.ng<.

When a service provider places a bid on your listing, you will have the option to accept or decline the bid. You can click the Accept button, proceed to checkout and complete your booking. If you decide that the bid isn't to your liking, click Decline, select a reason, and choose another bid when you're ready.
Decline reasons
- Price not acceptable to me
- Vehicle not
- Insurance not adequate
- Delivery time
- Others
Once you accept a bid, you'll receive a Booking Confirmation email containing your transaction invoice. You are expected to pay in full the bid amount and moov service charge to commence the pickup and delivery process. Upon the successful payment for the transaction the service provider will be alert to commence pickup and you will you will receive service provider's contact information.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng

You've booked your shipment and are ready to go: now what? First, check your inbox for an email titled Pickup Confirmation. There you'll find your service provider's contact information. Your service provider should reach out to you if they have any questions about pickup or drop-off locations.
Always take photos of all items to be shipped and create an inventory list of them. These documents could come in handy should there be any issues during the transportation.
You should also take care to properly package your items if they're fragile unless you and your service provider have agreed that packaging is a part of your transaction.
Communication is key, so give your provider a call or send them an email if anything changes and they need to be updated.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Business deals fall through, delays happen, and sometimes you just change your mind. It's okay, moov have you covered.
- If your shipment hasn't been picked up and you need to cancel your shipment, sign in to your account and select the Cancel button on the corresponding shipment.
- On the following page, select the Request Cancellation button and complete the process.
SHIPPER:
- You can still relist or choose from a list of declined bids if the chosen provider is the reason to cancel.
SERVICE PROVIDER:
- Call the Shipper and cancel
- Select the Request Cancellation button and complete the process.
- Shipper will relist or choose from list of declined bids
Cancellation Reasons:

• No pick up, no contact after 48 Hours of pickup alert
• Shipment not ready
• Service provider does not have the right equipment
• Shipper changed destination
• Shipper wants additional services not included
• Service provider unable to handle the shipment

Make sure to read through the following pages to ensure you fully understand the process. You'll be asked to choose a cancellation reason, leave a detailed explanation, and submit your cancellation request.
Whenever a cancellation is submitted, the other party is given up to 72 hours to respond to the request and leave any comments to complete the cancellation. They also have the opportunity to dispute the cancellation. This option should only be used if the shipment has been picked up or is going to be. If a cancellation is disputed, moov will contact both parties to see if the shipment can be completed. If moov determines through the response of the customer and service provider, or lack thereof, we will complete the cancellation. Once the cancellation is completed, you will receive some form of credit and/or refund.
Depending on how you paid for the shipment, you may receive part of your refund as a credit back to your moov account. This is issued automatically in the event you still need your item shipped. This credit is completely refundable.
If you decide you don't want the credit, just contact helpdesk@moov.com.ng and we'll be happy to refund it less any applicable deductions!

Where is my shipment?
If you want to see the status of your shipment you can track it on this site. You will need the tracking number of the particular shipment you want to track. On the top right corner of the website homepage go to [Track shipment]Go or log into your account, go to [Track shipment]Go at the top right corner of your dashboard. Enter the tracking number and click ‘go’. The current status of the shipment will be displayed on top of the report that will show. Then the transaction history will show under.
What is my parcel number?
It’s a unique code that allows us to track your parcel or cargo. It’s as 10-digit number.
Here are some examples:
0000001233
1010084459
1010137321
This number is automatically generated when you post your goods for bidding. The website and the service provider use it throughout the transaction and anytime the cargo is referred to as you interact with the website. When your parcel was dispatched or on the day of delivery.
If we missed you and left a card there will be an 8-digit reference number printed on there that you can use.
If you don’t have a parcel number please speak to the sender of the parcel who will be able to help you.
How do I track my cargo?
I'm expecting a delivery, how can I track its status? You can track your cargo on this site. You’ll need your tracking number.
It's really easy!
On the top right corner of the website homepage go to [Track shipment]Go or log into your account, go to [Track shipment]Go at the top right corner of your dashboard. Enter the tracking number and click ‘go’. The current status of the shipment will be displayed on top of the report that will show. Then the transaction history will show under.
Just enter your details here: [Track shipment]Go and off you go.
Why Is There No Tracking against My Shipment
This could be down to a few things...
If you have just posted your goods or they have just been picked up it may take a short time for the status information is updated by the service provider on our systems. If you have had your cargo picked up for more than a day and there is no tracking information please contact helpdesk@moov.com.ng.
There has been no tracking update for several days, what should I do? If there has been no update for a couple of days and it has gone beyond the expected delivery date, please contact helpdesk@moov.com.ng and we will be able to help you.
The tracking is telling me something different than what has actually happened with my parcel. What should I do?
This could be down to a few things...
It may be that the latest update about your cargo's delivery has not been updated into our system yet. It can take a few minutes. If you are concerned however, please contact helpdesk@moov.com.ng and we will be able to help you.
Why can’t I receive tracking updates via text message or email? You should receive an update once the shipment is delivered. Make sure your email and mobile phone number with us is correct.
Can I change my delivery time?
This can be arranged with the service provider.
Why was my delivery time missed?
We're sorry if this has caused you any inconvenience.
The service provider is supposed to deliver your cargo as specified in the bid form. The estimated delivery time is generated by the route the driver will take to deliver the cargo. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.
If we know that we the provider is not going to make it we'll let you know and give you a new delivery time.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

You may have one payment option when checking out: moov Payments, to secure the booking. moov Payments
moov Payments is an online payment method handled entirely through moov.com.ng, which makes it the safest and simplest way for customers to pay for shipping services. It requires the shipper to pay in full the bid amount plus moov service charge. Once shipper pays, it means pickup and delivery is confirmed and service provider will be alerted to make contact with shipper and pickup cargo for delivery. Upon successful delivery and confirmation by shipper, moov will automatically pay carrier.
How it works:

1. At booking, you prepay for the job in full.
2. Receive a unique payment code receipt. And service provider is notified.
   Be careful not to forward your booking confirmation email to your service provider at anytime.
3. Upon delivery* of the shipment, you will go to your dashboard and confirm delivery to enable release payment to your service provider by:

Mark the shipment as "Delivered" on the corresponding listing.
Do not confirm delivery before your shipment is completed. If a service provider requests the confirmation before delivery, please
contact helpdesk@moov.com.ng.
moov does not recommend paying offsite to service provider. If a provider requests payment before pickup, please contact helpdesk@moov.com.ng.
This might provide additional safeguards and recourse in the event of a dispute or suspected fraudulent activity. If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

When you book with your transporter, you pay the total bid amount plus a service charge. This is a nominal fee (usually 5% of bid amount) paid directly to moov that covers things like website operations and tacking of your transaction. It is not a set fee and is calculated depending on the commodity you are shipping.
When a bid is accepted, the service charge is clearly disclosed along with the total amount due. You can also see the total amount you will pay, including the service charge, under any active quotes you receive and at checkout
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Pricing is one of the most important parts of using moov. We want you to get the fairest price as a shipping customer. When listing your shipment, you can choose from a variety of options.
Published Rates

• Choose from up-front quotes from top carriers and brokers
• Take a minute to look at your service provider's profile for feedback
• Complete Booking and send Booking Request
• If your request is accepted, you will get an e-mail titled Booking Confirmation

Auction

• If you don't want to book a Published Rate, you can click Get Estimate
• List your item(s) by using the step-by-step process
• Select the Request Quotes box
• Usually, service providers will start placing bids within 24-48 hours

Name Your Price

• You can also choose to name the price you want to pay and click the Submit My Offer button
• Communicate with service providers on the Q&A board to negotiate
• Update your price if needed and complete booking

If you have questions about payment methods, please see our How Payment Works for Customers article.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Sometimes ship happens, and a shipment must be cancelled. While this can be frustrating, it's good to know how the refund process works. Refunds are based on your payment option at time of booking.
If you booked using the moov Payments option, once the cancellation is completed, 90% of the accepted bid amount will automatically be refunded back to your original form of payment. The remaining 10%, plus your service charge (if applicable) is credited to your moov account. Your credit will automatically apply to your next booking of any shipment booked within one year of the cancellation's completion, cancelled shipment included.
If you have no plans to use moov within the next year, no problem! Once the cancellation is completed, all you need to do is contact our contact helpdesk team to request that the credit be refunded.
Refunds back to your original payment method are typically credited within 2-3 business days of the date they are issued. However, in some rare circumstances, it can take more than 3days, depending on your financial institution's processing times.

So you want to get into transporting? Awesome! There are a few basics you are going to want to become familiar with if you are just beginning as a transporter on our site.
- First, we recommend that you review our Terms (User Agreement) and privacy policy. Here you will find useful information ranging from our general rules and policies to how you can book shipments and get paid.
- Another thing you will probably notice within our Terms (User Agreement) is that it stipulates that you will only bid on items for which you have the proper experience, licensing and permits. This is very important! To learn more about operating authority and insurance, please refer to the FRSC and MOT guidelines on vehicle roadworthiness and carriage of goods by motor vehicles. This will be your best guide and reference to utilize when looking to further understand the industry.
- If you are offering courier service, be sure you have the CRD (NIPOST) license to operate as a courier company. - You need to obtain all relevant and current licenses, rates and permits of the various LGAs, and states your vehicle will pass through within the country. If your vehicle is branded, it will most certainly require that you take out a valid mobile advert permit for it. It is noteworthy that lack of these vital government documents can lead to delays and possible damage of customers’ goods while you are in transit.
Once you’ve figured out what to haul, what you will drive and what permits you need, it’s time to get out there! Be sure to create a moov account if you haven't yet so that you can find shipments and manage your business.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

The site is essentially free for service providers who are just Spectators. As long as you are not bidding you don’t pay any fee whatsoever. However, moov charges a minimum monthly fee for business categories ranging from Bronze to Premium aside of the small service charge of 5% deducted from your bid price. The community of service providers pay to maintain the functioning of the site so they can generate and transact business on it regularly. So if you don’t want to haul any cargo then you are not paying monthly fees for a service that you're not using.
Service providers are charged a base transaction fee for shipments that are booked and completed through moov. moov deducts this fees from your total bid price as your shipping costs. When the shipment is booked, moov collects a corresponding moov fees directly from the shipping customer. The shipper customer’s fee is different from the service provider charge, which is only deducted after delivery is completed from the bid amount paid by the customer, offsetting your moov transaction fees that are due to moov.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Found a shipment you want to accommodate and place a bid on? Great! The first step in booking loads is placing bids. Here are a couple of steps we recommend taking while doing your research, before placing your bid:

• View shipment details – The shipment details page contains information like route, item description, pictures, weight, dimensions and nature of goods. Take note of other services that may be required like forklift loading, packing, labeling, sorting and arranging, etc. Review these details to make sure this is a shipment you can service.
• Ask questions – If there is any other information you need so you can make an accurate bid, click “Ask a Question” on the shipment to helpdesk@moov.com.ng – remember not to include any contact information. Once you have reviewed the shipment details and cleared up any questions, you can place your bid by following these steps:
• Select the Bid for Shipment button or Scroll down to the Bid Form - This is typically below the fold on the listing page. You will also notice the Place Bid button at the bottom of the listing page which will take you directly to the bid form.
• Enter the amount you would like to earn – Enter the amount for the delivery and the extra services if they are not free, then add up all to come up with your total bid amount.
• Input the Bid Details - This portion of the bid form will have you provide information such as the service type, time-frame and payment terms, your resources and reason why the shipper should award the shipment to you, etc.

Once you have submitted your bid the shipping customer will be notified and at the close of bids you will be notified whether your bid was accepted or declined. Should the customer accept your bid, you will be notified and receive direct contact information for the customer as well as pick-up and delivery contact information and addresses. Good luck!
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

Upon a shipping customer accepting your bid, he or she has one payment option when checking out: moov Payments, to secure the booking.
moov Payments
moov Payments is an online payment method handled entirely through moov.com.ng, which makes it the safest and simplest way for customers to pay for shipping services. It requires the shipper to pay in full the bid amount plus moov service charge. Once shipper pays, it means pickup and delivery is confirmed and service provider will be alerted to make contact with shipper and pickup cargo for delivery. Upon successful delivery and confirmation by shipper, moov will automatically pay carrier.
How it works:

1. When a shipping customer books a shipment and upon awarding bid the successful service provider bidder, he or she prepays for the job in full.
2. The customer receives a unique payment code receipt. And service provider is notified.
3. Upon delivery*, the shipping customer will confirm his goods have been delivered and authorize moov to release payment to you in one of two ways:

- Release the funds online from shipper’s moov account to service provider’s moov account, to be accessed at the provider’s request
- Make instant payment into the providers bank account registered with moov
*Remember, requesting a payment prior shipper confirming delivery has been accomplished is considered a policy violation and is a ground for the review of your moov account. Only request payment for shipments that have been confirmed physically delivered*.
Your customer pays to moov, upon accepting your bid, and moov pays you when you deliver and shipper confirms it.
How it works:

1. Within the Payment Terms of your bid, you can select the payment methods (bank transfer, cheque, moov credit etc.
2. Upon a customer accepting your bid, they will be prompted to pay the bid price and moov fee.
3. This amount is credited to your account and will off-set your moov transaction fees (meaning it pays them off automatically so that you avoid a monthly bill).
4. The customer will then formally confirm you actually delivered the goods within 24 hours before you can access the funds. This information will be explained in the Booking Details once your bid is accepted.
5. Complete shipment and get paid per the agreement between you and your customer.

Remember, moov does not allow you to request payment via non-bank point-to-point cash transfer services such as Western Union or Moneygram.
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.

For moov Payment of transactions to service provider, your shipping customer must authorize release payment to you by confirming that delivery has been done successfully.
For detailed, step-by-step instructions, please see below:

1. Upon successful delivery of goods, enter the ‘delivered ok’ status in the ‘Capture Delivery Details’ in your dash board.
2. Shipper is notified to confirm delivery of his goods
3. Shipper confirms delivery
4. Payment of the bid amount is released, either
   1. to your moov account less 5% service charge
   2. to your registered bank account by bank transfer
5. If payment has been released as above, you'll receive an email letting you know.
6. You acknowledge receipt of payment to you

Transaction is closed. Once payment has been released to you, or transferred to your moov account, it signals end of transaction between you and shipper
If you have additional questions, please feel free to continue perusing our Help Topics or contact helpdesk@moov.com.ng.