You did it! You’ve completed your first transport! This is one of the most rewarding moments for any driver. You’ve reunited a pet with its family, gained valuable experience, and are now ready to take the next step in growing your CitizenShipper business: building your reputation through customer reviews.

Customer feedback is one of the most powerful tools you have. Reviews help future customers decide who to trust, and a single positive review can make all the difference in winning your next booking.

• Step #1: Delivering the Pet and Confirming Payment
• Step #2: How Customers Leave a Review
• Step #3: Encouraging Customers to Leave a Review
• Step #4: Reviews: Policy & Disputes (Quick Guide)
• Step #5: Pro Tips

Step 1: Delivering the Pet and Confirming Payment

As you near drop-off (about 30 - 60 minutes away), contact the customer to confirm the delivery location and any access details, such as gate codes or parking instructions.

Before arrival, double-check the payment method and amount agreed upon in your contract. Most drivers receive full payment upon delivery via cash, PayPal, Venmo, or another method. Some customers may prefer a public handoff for safety. That’s perfectly fine if both parties agree.

After delivery, give the customer a few moments to reunite with their pet and confirm the pet’s condition. Some drivers also use a short delivery confirmation form signed by the customer to note that the pet was received in good health. This is optional, but helpful for record-keeping.

Step 2: How Customers Leave a Review

Once you mark your shipment as Delivered in CitizenShipper: 

• The shipment moves to your Delivered section.

• The customer receives an automatic email asking them to review you.
• To leave a review, they can also:
  • Log into their CitizenShipper account
  • Go to Bids and Messages
  • Click on your profile → Leave a Review

If a customer forgets, kindly remind them about these steps. Most just need a gentle nudge.

Step 3: Encouraging Customers to Leave a Review

Many customers intend to leave a review, but forget once their pet is home and settled. A friendly, polite reminder can make all the difference.

If 48 hours have passed and you haven’t received a review, try reaching out with a short, personal message, for example:

Hi [Customer Name], I just wanted to check in and see how [Pet Name] is settling in! I’m so happy they’re home safe. If you get a minute, I’d really appreciate it if you could share a quick review of your experience. It helps me continue providing great service to future pet owners.

Keep it kind, brief, and personal. A little follow-up often goes a long way

Step 4: Reviews: Policy & Disputes (Quick Guide)

Every review on CitizenShipper is linked to a specific shipment to keep things transparent and fair. Reviews help customers make informed choices and give you the opportunity to build trust through genuine feedback.

If you receive feedback you disagree with, you have two options:

• Rebuttal: Post a brief, professional reply to share your perspective.
• Dispute: If the review appears to violate the policy (e.g., contains personal info, false claims, abusive language, or isn’t a genuine experience), submit a dispute for moderation.

For a complete breakdown of how reviews work and how to submit a dispute, check out these helpful articles:

• Review Policy: Review policy – CitizenShipper Help Center
• Disputing Reviews: How do I dispute a bad review? – CitizenShipper Help Center  
  

Step 5:  Pro Tips

• Ask for reviews after confirming the pet’s safe arrival, as timing matters.
• Keep your tone friendly, never pushy.
• Respond professionally to every review, even if it’s not perfect.
• Learn from constructive feedback to continuously improve.

Earning and maintaining great reviews is the key to long-term success on CitizenShipper. Each review you receive adds credibility, visibility, and trust. Be proactive, respectful, and transparent in your communication, and always prioritize the customer’s experience.

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