Driver Checks Escrow and Dispute Handling Explained

Driver verification process

Moveo requires all drivers to complete an identity check before they can accept any parcel request. Senders see the verification status on each driver profile. Only drivers who pass the check appear in route matches.

The platform records vehicle details and licence information during verification. Senders can review this data before agreeing to a match. This step reduces the risk of unverified individuals handling parcels.

How escrow works for senders

When a sender posts a delivery the chosen price must meet the nine euro minimum and is calculated on distance. The full amount moves into escrow at the moment of booking. The driver receives nothing until the sender confirms receipt.

Escrow protects both parties because funds stay separate from the platform operating account. Senders know the money is held until they verify the parcel has arrived in the agreed condition.

If the delivery completes without issue the sender marks it received. Seventy percent of the price then transfers to the driver within the normal payout cycle.

Raising and resolving disputes

Senders start a dispute through the app if a parcel arrives damaged or late. The platform requests photos and a short description from both sides. All messages remain visible to the support team.

The dispute review examines the original route details, timestamps and any photos uploaded at handover. Senders receive an update within five working days. If the claim is upheld the escrow amount may be returned or adjusted according to the documented outcome.

Practical steps for senders

• Check driver verification status before confirming a match.
• Take clear photos of the parcel at handover and note any existing damage.
• Use the in-app chat to record any agreed changes to the route or time window.
• Confirm delivery only after inspecting the parcel.

These actions help keep records complete and support faster resolution if needed. The escrow and verification system exists to give senders and drivers a clear record of each step.

Record keeping after confirmation

Once delivery is confirmed the transaction details remain available in the sender account for thirty days. Senders can download the match summary, driver verification status and confirmation timestamp. This archive supports insurance claims or internal bookkeeping for small businesses.

Dispute outcomes also stay visible in the account history. Senders can refer to them when planning future deliveries on the same route.