Reporting an Issue
Reporting an Issue
If something goes wrong with a delivery, you can report an issue directly from the booking it relates to. This works the same way for both customers and drivers, and the report is attached to that specific booking so our team has the full context straight away.
How to Report an Issue
Open your Bookings
Go to your Bookings list from the main menu once you are signed in.
Find the affected booking
Use the "Report an issue" link on the booking, or open the booking and use the "Report an issue" button.
Describe what happened
Give a clear description of the problem so our team and the other party understand the situation.
What Happens Next
- The other party on the booking and our support team are notified.
- Any pending payout for that booking is held while the issue is open.
- You can keep messaging the other party on the booking while it is reviewed.
Damage and the SoundMove Guarantee
If a mover accidentally damages your furniture, belongings or property and the damage results in an accepted claim under your New Zealand insurance policy, you may be eligible for a contribution of up to $500 towards your insurance excess under the SoundMove Guarantee. Report the damage to SoundMove within 5 working days of completing the move, and submit your Guarantee request within 30 days. See the SoundMove Guarantee Terms & Conditions for eligibility.
Good to Know
Issues are always tied to a booking, so you cannot report one before a bid has been accepted, or on a cancelled booking. For general questions that are not about a specific booking, please use our Contact page.