F.A.Q.

United States Connect is committed to providing the best customer service possible. We have developed this list of Frequently Asked Questions to help you navigate the website, understand our policies & procedures and trouble shoot any issues you may be having. If you do not find the answer to your question please drop us a line Contact Us and we will endeavour to get back to you within 24 hours.

New to United States Connect

  1. What is an Exporter?

     An Exporter is anyone who is either currently exporting or who is looking to export to the United States market. 

  2. What is a Service Provider?

     A Service Provider is a company that provides organisations with services (e.g. Consulting, legal, warehousing, accounting etc.) that assist with their market entry into the US.  

  3. How does it work?

    United States Connect is an online platform that provides a one-stop-shop for Australian & New Zealand exporters to access the information, advice and contacts they need to succeed in the United States. USC offers exporters the ability to source up-to-date market intelligence, find reliable service providers, network with peers and seek advice from subject specialists. Click here for more information on How it Works and to view a short video.   

  4. What is Feedback?

    Upon completion of the service delivery Exporters and Service Providers are encouraged to leave an overall satisfaction rating on a scale of 1-5 stars (with 1 being negative, 3 being neutral and 5 being positive), plus a short comment. A member’s overall rating as shown against their profile is an average of all ratings received over a rolling 12 month period. This allows United States Connect to develop a Feedback Profile for all members based on the comments and ratings left by other members. This provides companies using the platform a good idea of what to expect when dealing with other members.

  5. Does United States Connect make recommendations?

    United States Connect DOES NOT make recommendations. The feedback system is designed to assist Exporters select the Service Provider that best suits their requirements based on other Members’ feedback.

Registration

  1. How do I register?

    To register as an Exporter go to Registration and click Join USC as Exporter.

    To register as a Service Provider go to Registration and click Join USC as Service Provider.

  2. What if I didn’t receive a verification email?

    If you didn’t receive a verification email, please Contact Us

  3. Do I need to provide Credit Card information to use United States Connect?

    Exporters: Yes – You will need to pay your membership fee as part of the registration process. USC partners with PayPal to make the process as easy as possible for you. You deal directly with PayPal to process payment so we do not hold your credit card details on file.

    Service Providers: Yes – You will need to pay your monthly subscription fee as part of the registration process. USC partners with PayPal to make the process as easy as possible for you. You deal directly with PayPal to process payment so we do not hold your credit card details on file.

Alerts and Communication preferences

  1. What are alerts and how do they work?

    United States Connect lets you decide how and when you'd like to hear from us. Alerts are emails sent directly to your inbox when events occur of direct interest to you. You can opt in or out of alerts at any time.

  2. How do I opt out of alerts?

    Go to your Account panel and uncheck the alert you do not want to receive anymore.

  3. How do I change the alerts I receive?

    Go to your Account panel and check the alerts you would like to receive.

Information for Exporters

  1. How do I register as a Member?

    To register as a member go to Registration click on Join USC as Exporter and enter your details.

  2. How do I change my account information?

    Go to your account panel and select the information you would like to change.

  3. How do I select my preferred Service Provider?

    Once you have decided on your preferred Service Provider based on their expertise and “peer rating” simply click on “Contact Service Provider” and an automatic introduction will be made.

  4. What is the process once I have selected my preferred Service Provider?

    Once the introduction message is confirmed by the Service Provider an introduction is made with contact details.

  5. Why can I not see the full contact details of the Service Providers? When do I see the contact details?

    Full contact details will be provided once the introduction has been made.

  6. Does United States Connect pre-qualify Service Providers?

    No. We DO NOT pre-qualify Service Providers, but they do go through a rigorous registration process, and are rated on their service delivery by other members of United States Connect.

  7. How do I pay the Service Provider?

    There are no charges for introductions made through USC. You may, at your discretion, enter into a service agreement direct with the Service Provider after the introduction is made.

  8. How do I leave feedback on a Service Provider?

    About one month after the introduction you will receive an email encouraging you to leave feedback on the Service Provider. Simply follow the prompts to leave a star rating and a comment (as appropriate).

Information for Service Providers

  1. How do I register as a Member?

    To register as a member go to Registration click on Join USC as Service Provider and enter your details.

  2. How do I change my account information?

    Go to your account panel and select the information you would like to change.

  3. Does United States Connect pre-qualify Exporters?

    No. We DO NOT pre-qualify Exporters, but they do go through a rigorous registration process, and are rated on their performance by the USC community.

  4. What is the process once a match is made?

    Once you receive an alert saying that an Exporter would like to make contact (and you have agree to our Terms & Conditions) an introduction is made with contact details.

  5. Why can I not see the contact details of the Exporter? When do I see these contact details?

    Anonymity of Exporters is maintained throughout “matching” to ensure their privacy. Full contact details will be provided once the introduction has been made.

  6. How long do I have to make contact with the Exporter?

    We encourage you to contact the Exporter as soon as possible after the introduction is made. No longer than 48 hours is preferable. 

  7. How do I view my invoices?

    Your invoices/receipts will be sent to your registered email address.

  8. Will I get a refund if I cancel my membership?

    You may terminate your account with us by providing us with 30 days written notice of your decision to terminate. Following our receipt of the written notice of termination, we will refund 50% of any pre-paid amounts, on a pro rata basis up to the date of termination.

  9. How do I report a dispute on my rating?

    If you wish to report a dispute on a rating left by an Exporter, please contact one of our friendly Customer Service Team.

Feedback

  1. How does the United States Connect feedback system work?

    Upon completion of the service delivery Exporters and Service Providers are encouraged to leave an overall satisfaction rating on a scale of 1-5 stars (with 1 being negative, 3 being neutral and 5 being positive), plus a short comment. A member’s overall rating as shown against their profile is an average of all ratings received over a rolling 12 month period.

  2. How is a feedback rating calculated?

    A member’s overall rating as shown against their profile is an average of all ratings received over a rolling 12 month period.

  3. When do I provide feedback?

    Upon completion of the service delivery, you will receive an email encouraging you to leave feedback.

  4. Why is it important that I leave feedback?

    The feedback system allows United States Connect to develop a Feedback Profile for all members based on the comments and ratings left by other members. This provides companies using the platform a good idea of what to expect when dealing with other members.

  5. Can I provide feedback if I have not been introduced to a Service Provider?

    No, introductions must be made before feedback can be provided.

  6. Can I change feedback another member has left about me?

    No, but you can dispute a feedback comment or rating by contacting one of our friendly Customer Service Team.

  7. What are the penalties for manipulating feedback?

    United States Connect takes breaches of our Terms & Conditions very seriously. Members found to be manipulating feedback face immediate suspension of their membership.

Policies and Procedures

  1. What are the United States Connect Terms & Conditions and where can I find them?

    Please refer to our Terms & Conditions.

  2. What is United States Connect’s Privacy Policy and where can I find it?

    United States Connect regards privacy and confidentiality as an important part of our relationship with our customers. Our Privacy Policy applies to all United States Connect users, and conforms to Internet privacy standards. It can be viewed here.

  3. Why have I been suspended from United States Connect?

    There may be a number of reasons why your account has been suspended, including but not limited to:

    • poor rating
    • late payment of membership
    • incomplete registration
    • manipulating feedback

    Please Contact Us if you require further information.

  4. How do I appeal a suspension?

    Contact one of our Customer Service Team who will outline to process to appeal a suspension.

My United States Connect Account

  1. How do I edit my information?

    Login with your account details and click on the Edit tab.

  2. How do I retrieve my password?

    Click on forgot password, enter your username or email address and your password will be sent to you. 

  3. How do I change my password?

    Login to your account, click on the Edit Account tab and fill out the relevant fields to change your password. 

Can’t find what you are looking for? Contact one of our friendly Customer Service Team