This article explains how to handle urgent issues and the correct way to escalate time-sensitive problems on the Loadlink platform.

What Qualifies as an Emergency #

The following are considered urgent:

• Platform outage (cannot log in or access dashboard)
• Booking or load listing failure during a confirmed job
• Payment failure affecting an active booking
• Critical API errors for online store integrations (Shopify or WooCommerce)

How to Escalate #

If your issue is urgent and during business hours:

• Call immediately: 07 5518 8894
• Clearly state the issue is urgent when calling or emailing
• Include your account email, a description of the issue, and any reference numbers

Outside Business Hours #

Loadlink does not offer 24/7 support. If an issue occurs outside business hours:

• Send an email to info@loadlinkconnect.com.au with full details
• Your request will be reviewed on the next business day
• For non-critical issues, please use the Help Centre or wait for regular support hours