Help / FAQ

Registration and account

1. User registration

By pressing the "sign up" button, the user can sign up in the website as the "customer", "carrier", "carrier and customer" or "forwarder".

To sign up correctly:

• Fill in the fields: e-mail and password (remember that the data provided will be used for signing in in the future, and the activation link will be sent to the provided e-mail address). Also, the most important notifications from INFRACHT Platform will be sent to the specified address.
• Next, fill in the fields with company details. The e-mail address provided for signing in can be a company e-mail address and a contact person's e-mail address.

If the correspondence details of your company differ from the ones provided earlier, don't forget to enter the correspondence details.

• Remember to confirm the acceptance of the Terms and Conditions and agree to have your personal data processed.
• Confirm the entered details by clicking on: SIGN UP

• Next: Click on the link received via e-mail. In this way your registration will be confirmed.

After filling out the registration form, our team will need a few business days (counted from the delivery of the required documentation) to check the correctness of company details, which will be communicated on the phone and by e-mail. Upon successful verification, the account will become fully functional.

2. Registration confirmation – what's next? Required documents

In the next step of the registration, you are required to send necessary documents to: info@infracht.com, including "Company name – documents" in the subject line.

In order to verify your account correctly depending on your level of authorization, we will need documents related to your business profile If you are a carrier or a forwarder, possible documents include e.g.:

• License to carry out road transport as an agent in shipment of goods
• License to carry out domestic road transport of goods
• Authorisation to engage in the occupation of road transport operator
• License for international commercial carriage of goods
• Freight forwarder's liability insurance
• Carrier's liability insurance for domestic/international road transport
• Carrier's liability insurance for road cabotage

Regardless of the verification of the documents mentioned above, users are verified also on the basis of entries in:

• the National Court Register or Central Registration and Information on Business,
• Website of the Ministry of Finance on Taxes/VIES Platform in order to determine if the user is an active/passive VAT payer
• Economic Information Bureau.

You can also send other documents confirming the credibility and raising confidence in your company, e.g. ISO or ADR certificates.

Until the verification of documents provided is completed, the user's access to the account functionality is limited. The verification may take maximum 7 business days starting from the delivery of the required documentation.

Other users interested in cooperation with you will have access to the verified documents in your profile.

 

3. Problem with completing the registration

In case you experience problems with confirming or completing the registration, please contact Infracht Customer Service Desk. Possible causes of problems:

• the period between filling in a registration form and confirming the registration exceeded 30 days (after this period the activation link expires),
• during registration you provided a wrong e-mail address. In such a situation you will not receive the message containing the address of the website allowing you to complete the registration.

4. How many accounts can my company have?

A company can create one account on Infracht platform. Its owner is able to create extra accounts assigned to respective employees.

5. Why can my account be blocked?

Infracht reserves the right to block your account when:

• You breach the rules of law or the provisions of Infracht Terms of Use or violating the reputation and benefit of Infracht
• You do not meet the commitments resulting from using the platform, both towards other users and Infracht
• The number of your cancelled auctions/RFPs becomes substantial
• You do not execute the freight contracts concluded via Infracht platform
• You suspend your business activity
• The Customer is entered as a debtor in the Economic Information Bureau
• You use the information obtained in the course of the transaction for sending out spam.

Before blocking the account, you will receive an e-mail containing the justification and a notice to explain the situation. Lack of reaction will cause the account to be blocked. In order to unlock the account, you must contact the Infracht Customer Service Desk.

6. What is an account blockage?

The blockage of an account in situations described in section 5 is the limitation of the access to certain functionalities:

• as a carrier – you will not be able to search, bid on, submit offers and win loads with the Buy Now option, however, you will still have the opportunity to finalize a transaction if you participate in an auction or an RFP.
• as a customer – you will not be able to create, copy and modify loads, but you will keep access to MY POSTED LOADS tab and its details (ongoing, won, not won, historical, draft); you will be able to finalize any ongoing RFPs or auctions, change their starting or the Buy Now price, and, if needed, cancel an ongoing auction or an RFP,
• as a customer + carrier/forwarder – you will not be able to submit offers, bid in auctions and win loads with the Buy Now option, create, copy and modify them and find new loads; the limitations will not cover ongoing auctions and RFPs which you posted and submitted offers for,
• the account editing options will be limited.

In order to unlock the account, contact the Infracht Customer Service Desk.

Password and signing in

1. I forgot my password – what should I do?

If you don't remember your password, click on the „I forgot my password” link on the sign-in website website and enter the e-mail address provided for logging in. A link allowing you to change the password will be sent to the provided address. The link remains valid for 1 hour.

2. I have problems with signing in – what should I do?

• Make sure you entered the correct e-mail or password. Make sure the CapsLock button is off and your language settings are not changed.
• If you set a new password, your browser may still remember the old one, so please check if you experience similar problems using a different browser. If the problem is limited to one browser only, check the options of remembering passwords and forms
• In case you are not sure if you remember your password, set a new one
• Questions? Write to: info@infracht.com or call +48 12 35 10 150

3. How do I change my password?

After signing in, go to My Infracht -> Account settings -> Password change

Enter the current password, the new password, then repeat the new password and click on Save. Upon entering the New Password, the security level bar will indicate the strength of your password.

4. I blocked the account – what should I do?

Entering a wrong password several times can cause the blocking of the user account. In order to unlock the account, contact Infracht Customer Service Desk.

5. How do I delete the account?

In order to delete the account, contact Infracht Customer Service Desk.

How infracht works

1. What are the technical requirements necessary to start the platform?

In order to use the Infracht freight exchange, you need:

• the Internet access
• e-mail access
• a browser; recommended browsers: Google Chrome, Firefox, Internet Explorer 10 or higher
• screen resolution not less than 1280x1024

2. How much does the registration on Infracht platform cost?

Registration is free, account on the platform is free of charge.

3. What costs are borne by a carrier for winning a load?

Infracht platform is free for carriers; having an account, submitting offers in auctions and RFPs is totally free of charge.

4. How much does posting a load on Infracht platform cost?

The fee collection system is very simple and does not force the customer to buy a subscription or pay other access fees.

The customer posts a load in an auction or an RFP. Commission is charged from the final price of the load transport service which the customer is obliged to pay to the carrier. The minimum commission is 5 PLN. The commission can be checked with a calculator.

If the customer does not find a carrier for the load, commission is not charged.

For customers posting large amounts of loads, we have prepared attractive packages valid for 30 days from the date of purchase. As far as the package with unlimited posted loads is concerned, you can buy a package valid for 365 days. Commission fees are not charged for users of any load package. Remember that each posted load (both in an auction and an RFP) is deducted from the package, regardless on its final result.

5. How do I post a new load?

In order to post loads on the website, you need an active account. If you do not have an account yet, sign up, provide necessary details, and complete the account activation.
In order to post a load, sign in to your account, click on the NEW LOAD button, and you will be redirected to a proper form.

6. What kind of load can be posted on Infracht Transport Platform?

The Platform allows to post any kind of load.

7. How can I post several similar/same loads in a quick manner?

• Fill in the NEW LOAD form. When posting the offer at the end of the form, click: I want to post more loads.

• You can also go to MY POSTED LOADS tab and choose one of the following tabs: Current; Won; Not won; Historical, Drafts, depending on the category from which you want to copy the load, next click on the Post similar icon.

You will be transferred to a page containing the load details, allowing you to change the parameters and details necessary to post new load.

8. What is a suggested price?

A suggested price is the price of the transport of load offered in an RFP. It is not obligatory to define the suggested price.

9. What is a starting price?

A starting price is the maximum price the customer wishes to pay for the transport service specified in a load auction.

10. What is a Buy Now price?

The customer defines one price of the transport of load; by accepting the load, the carrier accepts the conditions.

11. Request for proposal (RFP) – what is this method of posting loads?

Posting an RFP for the transport of load allows to collect offers from many carriers and choose the best, not necessarily the cheapest one at any time before the deadline for the submission of offers.

The customer accepts the offer by clicking ACCEPT.

The deadline for the submission of offers in an RFP ends with the acceptance of an offer. The carrier whose offer has been accepted is informed about it by e-mail containing the details and contact details, while other carriers are informed that another offer has been chosen in the given RFP.

If the customer does not choose any offer before the deadline for the submission of offers, the RFP ends unresolved. The customer can post such a load again, providing e.g. more details or changing the method of posting, to encourage carriers to submit offers.

12. Auction and Buy Now – what are these two methods of posting new loads?

• Buy Now – you set the Buy Now price for the transport of goods – carriers know the price of the service and can accept the load with the Buy Now option right away without bidding, thus expressing the willingness to carry out transport. After winning an auction, the carrier should contact the customer to confirm the load availability and details of the transaction.
• Auction – you set a starting price,and the carriers submit their offers and outbid other users' rates until the auction ends. Carriers can bid the load in a Dutch auction. The best offer wins the auction.

Note! In the course of bidding, the Carrier can submit a price offer exceeding the Customer's expectations. Such an offer serves as an information for the customer about the existence of a carrier interested in transporting the load but at a higher price.

• Buy now + Auction – Auction with the Buy Now option lets its participants decide if they wish to accept the load right away or take part in an auction. By choosing the transaction in the form of an auction or an auction with Buy Now option, you give the buyers a choice and win greater interest in your offer.

Remember, however, that in this option the Buy Now price must be lower than the starting price. The first offer submitted by the carrier which will reach the level of the starting price will cancel the option of Buy Now.

Upon finishing the auction, the customer receives an e-mail containing the summary, carrier's details and the phone number of the carrier's contact person in order to agree on the final details of the transaction together.

The customer has the right to deny entering into a transaction with the carrier when the latter does not possess proper documents with the expiry date exceeding the agreed date of transport, when there are justified doubts concerning the reliability of the carrier or due to other substantial reasons.

13. Is the outbidding amount determined?

The user can bid a load in an auction with an outbidding amount not less than 10 PLN/5 EUR/ 5 GBP/ 5 USD.

14. Can the Customer change the suggested price specified in an RFP?

Yes, the customer can change the suggested price at any time until the deadline for the submission of offers.

15. Can the customer change the starting price during an auction?

Yes, the customer can change the starting price during an auction provided that it has not been reached earlier, and only to the value lower than the best offer submitted. Users participating in an auction will be notified of the increased starting price which can turn out to be interesting for them.

16. Can the customer change the Buy Now price?

• Auction with the Buy Now option

  It is possible to change the Buy Now price if nobody started bidding – after bidding was started by the carrier, the Buy Now option becomes unavailable.

  If the carrier bids below the starting price, it is still possible to change the Buy Now price.

• Buy Now

  It is possible to change the Buy Now price until the offer for the transport of load is submitted by the carrier.

17. How can the carrier get in touch with the customer before bidding on/winning a load with the Buy Now option/submitting an offer?

In the COMMISSIONING ENTITY section, below the commissioning person's details, you can find an icon enabling you to send a message directly to the customer.

18. How can the customer get in touch with the carrier who is participating in an auction or has submitted an offer?

A message icon, visible only to the customer, can be found next to the login of the carrier who bid on a load. The carrier will receive an e-mail at the address provided in the details of the posted load.

19. Safety with Infracht

• We pay particular attention to the verification of every user
• Our database of registered users includes only those companies which have been conducting business activity for a period longer than 6 months
• You have access to documents confirming the reliability of the company who you are concluding a transaction with
• The system informs when the carrier does not possess the required licences or liability insurance, when they expire or the value of goods exceeds the policy amount. Customers are constantly monitored in the InfoMonitor Economic Information Bureau; in case the customer is entered on the list of debtors, their account will be blocked
• The arrangements are written down and binding
• When you choose or submit an offer on Infracht platform, all arrangements appear in our system:
  • guidelines described in the contents of the posted load, such as the description of goods, date of loading and unloading and other important arrangements
  • the price offered by the carrier and conditions of transport they committed to meet

20. How to search for loads?

Just click on the tab: SEARCH FOR LOADS. Available load which you can submit offers for will appear on the website.

The user can also utilize the advanced search tool. It allows to filter the database for loads which meet specific criteria, e.g. weight, cargo length, auction end date or the deadline for the submission of offers, acceptable trailer type, load category, acceptable method of loading.

21. Posted load edit – when and what can be edited?

As a customer, you can introduce changes in the description of the auctioned load until the starting price is reached or a load is won with the Buy Now option. The load cannot be edited after the staring price is reached. To correct any errors in details, you have to cancel the auction and create a new one.

In case of an RFP, changing of the suggested price is possible at any time, while the details and the deadline for the submission of offers can be changed until the first transport offer of the posted load is received.

22. Can an auction be cancelled?

As a customer, you can cancel an auction in justified cases only, e.g. change of deadline, place of loading/unloading, delayed preparation of goods, damage/theft of goods. The auction participants receive an email explaining the reasons for the load cancelling.

To cancel an auction, go to MY POSTED LOADS panel and find the auction you wish to cancel. In the bottom part of the AUCTION DETAILS panel you will find the CANCEL THE LOAD link.

After you click on the link, a window will be displayed requiring you to provide the reason for cancelling. The provided reason will be sent to all carriers participating in the auction, it will also be visible in AUCTION DETAILS.

23. Can I cancel an RFP?

As a customer, you can cancel an RFP in justified cases only, e.g. the change of the date or the place of loading, delay, damage/theft of the load. Carriers who submitted offers will be notified by e-mail about the reasons of cancellation.

To cancel an RFP, go to MY POSTED LOADS panel, find the load, in the bottom part of the RFP DETAILS panel you will find the CANCEL THE LOAD link.

24. Can the customer cancel the carrier's offer in an auction?

The Customer can cancel only the best offer during an auction, however, in such a case the remaining offers will be cancelled automatically. As a result, each Bidder shall be informed about the cancellation of an offer and invited to bid the auction again.

The procedure is implemented in exceptional circumstances only, i.e.:

• The Bidder's request to withdraw their offer,
• Justified doubts concerning the reliability of the carrier

To cancel an offer, go to MY POSTED LOADS panel and find the load the offer related to which you wish to cancel. A link CANCEL THE OFFER will appear next to the best offer submitted.

You will be redirected to a window requiring to enter the reason for cancelling the offer. The carrier will be informed about the reason.

After cancelling the offers, the carriers can bid your load again.

Remember, however, that cancelling offers too often can lead to your account being blocked!

25. Can the Bidder withdraw their offer in an auction?

It is possible only if an auction is in progress. The Bidder can request the Carrier to withdraw their offer when, because of important reasons behind their control, they will not be able to provide the transport service. In such a situation, the Bidder is obliged to state the reason for withdrawing the offer. To withdraw your offer, go to SUBMITTED OFFERS panel and find your auction. Next to your offer you will find the WITHDRAW THE OFFER link.

The option is available only if your offer is winning at the given moment.

The Customer will receive an e-mail with your request, also a letter icon informing about your withdrawal request will appear next to your offer. Remember that the Customer is not obliged to cancel your offer if they conclude that your request is not well-grounded.

Remember, however, that withdrawing offers too often can lead to your account being blocked!

26. Can the carrier withdraw an offer submitted for an RFP?

The carrier can withdraw an offer provided that it has not yet been accepted by the customer.

27. Can the carrier edit an offer submitted for an RFP?

The carrier can change the price and the offer expiration date unless it has been accepted by the customer.

28. I won an auction or an RFP, however, due to reasons behind my control, I cannot render the service

In this case, the customer and the carrier reach an agreement without Infracht's intermediation. The customer has the right to file a complaint in order to win back the commission from the transaction concluded. However, they have to supply Infracht Customer Service Desk with the carrier's confirmation of the impossibility to render the service along with a justification.

29. How will I be informed that my offer has been accepted?

You will be notified by e-mail that the customer has accepted your offer. The information will also be included in the load summary available in MY SUBMITTED OFFERS -> WON tab.

30. How do I find out about a won auction?

You will receive an e-mail with the auction status. The information will also be included in the load summary available in MY SUBMITTED OFFERS -> WON or MY POSTED LOADS -> WON tab.

31. How do I find out about new loads posted on Infracht platform?

In the ACCOUNT SETTINGS panel, in Email notifications and filters -> NOTIFICATIONS OF LOADS AND FILTERS, you can select the Notify me when new loads appear in the system option. In this way you're going to receive regular emails with a list of new loads posted on Infracht platform.

As a forwarder, you can use the "Include loads posted by me" option, if you want the loads posted by you to be displayed along with the notifications of new loads.

32. How do email notifications work?

In Email notifications and filters tab, in EMAIL NOTIFICATION, you can decide on the kind of information you wish to receive by email.

A proper selection of notifications will improve your work and minimize the number of unnecessary messages. Notifications can be modified at any time. Each user has their individual notifications panel, enabling a maximum personalization of the scope of information received.

Notifications have been divided into 3 groups:

• general:

• vital for the load owner:

• substantial for the person submitting offers:

You select only the points important for you. Emails will be sent to the address used for logging in to the system.

33. How to create a filter for searching loads?

Go to SEARCH FOR LOADS tab, in SEARCHING FOR LOADS enter the criteria that interest you, e.g. place of loading and unloading:

Next, click on the grey plus sign at the bottom of the search engine:

A window will be displayed, where you enter the name and approve the new filter. You can also select the option of email notifications – this will allow you to immediately receive information of new loads matching the criteria you selected in the filter.

The filter is ready for use; when searching again, just click on Saved filters and choose the one that interests you, and loads matching the criteria will be shown on the list.

34. How to manage the filters for searching new loads?

To manage the filters for searching new loads, go to any list of loads, e.g. SEARCH FOR LOADS. Click on Saved filters at the bottom of the load search engine, and select the last Manage filters position.

You will be redirected to NOTIFICATIONS OF LOADS AND FILTERS tab in the Email notifications and filters part.

In this panel, you can enable or disable email notifications of new loads for selected filters, check the search parameters saved in them, or remove them.

If you create several filters and agree to receive email notifications for all of them, you will be receiving one collective email divided into sections of loads matching the criteria of each filter.

Deactivating the Notify me when new loads appear in the system option will disable all notifications of new loads, also those received based on filters.

35. Which details can be changed by the user?

Editing the basic details of your company, so called "company registration details", will limit the functionality of your account until your company is approved again by Infracht Customer Service Desk. If you want to avoid delays in verification or cannot change the details (you have submitted offers or have active loads posted), contact Infracht Customer Service Desk.

Which details can I change on my own?

• Password
• The range of notifications you want to receive via email
• Contact/correspondence details

36. How can I file a complaint?

In order to file a complaint, contact Infracht Customer Service Desk team available at: info@infracht.com. The full description of the complaint procedure can be found in the Terms of Use.

37. How can I report unfair behaviour of other users?

If you notice that other website users behave in an unfair manner, contact Infracht Customer Service Desk.

38. How can I pay for transport?

The carrier should provide an invoice for the transport service rendered directly from the customer, containing all the information necessary to make the payment. The payment is executed beyond Infracht.

39. How will I get the invoice from Infracht?

Invoices for commissions/packages accrued will be issued by the 10th day of the following month and sent by email. They will also be visible in your account in MY PAYMENTS tab.

40. Fees and Commissions

Fees for using Infracht freight exchange are borne solely by the user posting loads according to the table of charges and commissions. The customers can check the current state of counted charges in the MY PAYMENTS tab of the user's panel.