Annoucements: Please use the Hand Off Channel to pass tickets :)

active delivery:

customer support tasks

Helpful Documents & Standard Operations Procedures

managing cx tasks

all tasks require up-to-date communication at all times. this is to ensure we can resolve the issue as quickly as possible!

CX Tasks DS Will Take (1).pdf

how will get assigned cx tasks?

Step 1: You will hit 'Next' button, the task will assign to you, because these tasks are routed directly to DS you will not need to assign this to yourself like you do a WH task. From there you will action the task by commenting "On it". All tasks should be actioned within 10-20 minutes & updated in real-time.

Step 2: You will check the WMS for DP batch information to confirm we are reaching out to the DP who is actively associated with the task. For Package Pick Up Requests you will go to the WMS>Batches>Building Short code(Enter Building Short code).

Step 3: You will pin the task to the DP conversation and open a new conversation with that DP

Locating Batched DP for Package Pick Up Requests: WMS>Batches>Building Short code(Enter Building Short code). ⬇️

Driver Support: CX Tasks SOP

can I close out the resident conversation?

No. Never manipulate CX’s resident conversations. We will ONLY respond to and close the task that is attached to the conversation. We will never have any reason to reassign, reroute or close these conversations.

how many reachouts?

We will reach out in 4 blocks, two 12-2 blocks & two 3-6 blocks for that property.

If we get a CX task for Friday, we will reach out in the 12-2 & 3-6 blocks for that day, if we are unable to get the package(s) picked up we will reassign the task to DS Package Pick Ups & resume pick up on Monday 12-2 & 3-6 blocks.  If we are unable to get the package(s) picked up in those 4 blocks we will escalate to Tier 2.

finding location code

To find the location code, log into WMS (formerly CRM)
Be sure you are in the "Packages" tab. Insert the PID into the package ID search engine.
After searching look to the left, find the "Facility Location" column.
1. - If you see a set of letters, the package is at the warehouse!
  - If you do not see this, the package is not at the warehouse!

what tasks will we get & how will we action them

package pickup unsuccessful

DS Agents will now escalate to Tier 2 after four unsuccessful pick up blocks for a batch misdelivery, leasing office, and resident receiving someone else's package.

package pick up payout jot form submission

If you are submitting the Package Pick Up Payment Request jotform before 6pm CST, you do not need to post in the Pay Corrections space. If you are submitting the jotform after 6pm CST, you will post in the Pay Corrections space.

what do I do if i'm assigned a cx task and another agent is already working with that DP?

Reassign the task to whoever made the first reach out. The agent who made the first reach out will take over all tasks pertaining to that issue/DP. All reach outs should stay with the same agent to prevent confusion!

what do we do if a resident hands a DP a package to return to the WH ?

When DP reaches out saying resident gave them a package to return:
1. Use the DS : Resident Return Hand-off - First Touch answer to request
  1. a photo of the Fetch sticker
  2. Property and unit number of pick up
  3. Reason for resident return
Use photo of Fetch sticker, including PID, to confirm it’s a Fetch package
Send DS : Resident Return Hand-off - Second Touch answer to let DP know they will be paid $15 once they send a proof of return photo and to let them know we discourage DPs from accepting return packages from residents unless it’s been coordinated
If the DP does not know why the package is being returned
1. Create CX task to request a reach out to the resident for information on why the package was returned
2. Assign to CX - Reachout inbox
Create task for WH letting them know the DP is returning a package -
1. Assign to corresponding WH inbox
2. Include information from CX/DP on why the package is being returned
Once proof of return photo is received, fill out Package Pickup Payout jotform
If it is not a Fetch package:
1. Send DS : Resident Return Hand-off - Not a Fetch Package answer to ask the DP to return the package to the resident

active misdeliveries

CX will make a tasks for DS whenever a Resident reports that their package was delivered to another unit or property in the active delivery block the package is scheduled for.

what should I do?

Review the task and comment “On it”
Pin the Driver to the task.
CALL the DP first!
- If they do not answer, send a text right away using the one of the following answers (depending on what it within the tasks description):
  1. 1. Active Delivery : Misdelivery Correction
    2. Answer: Active Delivery: Package Pickup (Just Delivered)
- If they answer, use the answer as a script and reference one of the Gladly answers above tailoring it to how the DP responded in the phone call.
  1. 1. In the task from CX, you should find 2 pictures.
      1. One showing the correct door and one showing where the DP was incorrectly delivered, you will send those to the DP.
        (Be sure to specify which is which.)
We will always ask the DP's to return back to the unit, property, or building to correct their mistake. Even if the DP has left the property, you will still ask them to go back to the property to correct this.
- 1. 1. 1. Send the address!
Get an updated POD!
Create a POD Correction Task & assign to CX Reach Out
Leave an internal note explaining the resolution that you have come to.

After you have completed & updated the task, you may close it.

You may find more in-depth info & steps the in Active Delivery: DS: CX Task Guide

out for delivery

(within 24 hours)

CX will make a task for DS whenever a Resident reports that their package has not been delivered within the scheduled delivery window.

what should I do?

Review the task and comment “On it” and pin DP to task!
Plug the PID into the WMS to ensure the package is still showing as OFD and does not have a WH location
- If there is a WH Location code, regardless of the Package status, we will not reach out to the DP. We will advise CX that the package is showing WH location code
- If Package is showing WH Location Code and has not been SBTR, advise CX to reach out to WH for SBTR
If the package is OFD still, pin the task to the DP conversation. From there, use answer: Investigation: Package Status 'OFD' (Block Ended) or Investigation: ETO/ETT (Exception Tried Once/Twice
- 1. Send 2 SMS, 15 minutes apart

No Response?
Close out of the ticket with the DP, let CX know that you will hand onto the ticket for a while longer. If the DP gets back to you, all updates will be added to the CX task.

After 4 hrs of no response, tag and notify CX using DS - CX Task: Responses: OFD- Reach Outs made & 4 hours have passed

Close out task

Active Delivery: DS: CX Task Guide d

out for delivery: helpful notes

Please always be sure you are scrolling up in the DP conversation to confirm whether or not the DP has already reported an issue regarding the PID in question
1. - DP reported: Missing Batched Package- Provide Info with WH Task Link(if available) in CX Task comments & close out the task
  - DP reported: Returning Package to WH/Package has been returned to WH- Provide Info with WH Task Link(if available) in CX Task comments & close out the task

What is a location code?
1. - Scroll down to Common Questions!

Can I reach out to W2 drivers?

We will only reach out to a WHD/WHH/W2 on OFD PIDs 30 minutes after the delivery block has ended. We will not reach out to the DPs more than 30 minutes after the block has ended. If you receive an OFD task for a PID that has been OFD past that time frame, please advise CX they will need to reach out to the WH.

Answer/Response to use: DS - CX Task: Responses: We don't reach out to W2s CX response

in-block resident requests

CX will make a task for DS whenever a Resident reaches out for an ETA & Do Not Deliver Requests(Mislogged Packages Only)

what should I do?

We will send 2 SMS & call the DP

Review the task, comment “On it”, and pin DP to task!
Package Delivery ETA Request
- Ask the DP for an ETA at the door (only if within 30 minutes of the block ending).
- Gladly Reference: Active Delivery : Delivery ETA.
Do Not Deliver((Package Is Mislogged) Request
- Ask the DP to return the package
  - 1st text → wait 10–15 mins → 2nd text → wait 10–15 mins → phone call.
  - If still no reply, hold the conversation until block ends. Close ticket only after block ends if no response.
  - Reference: Active Delivery: Do Not Deliver (Mislog). If agreed, create a WH task that includes the following information:
    - DP:
    - Block:
    - PID/BID:
    - Reason for Return

Gladly Reference: DS Templates: WH TASKS

Delivery Attempt Request: Exception Tried Twice
- Driver Support will not reach out to DP’s to ask the to go back and make another delivery attempt if the package is showing Exception Tried Twice.
- If you receive a CX Task: Resident Request asking for the DP to go back and make a third attempt, please reference Gladly answer: DS Template: CX Response and use the corresponding response to advise that this is not a request Driver Support will take and that the resident will need to reschedule
  
  For more in-depth information and steps to take please reference the: Active Delivery: DS: CX Task Guide

Can a resident refuse to sign for a DNL package?

No, if a resident is set to DNL and refuses to sign for the package in person we will advise the DP to make the resident aware that this will help us prevent theft and is a liability concern.

The DP will not be able to deliver without a signature unless the resident provides a valid reason (dog, sick, etc.) In which case we will still ask the DP to take a POD photo.

Can the driver Leave my Signature Required/DNL package?

No, Driver Support will no longer accept LAD(Leave at Door Reqeuests). The resident will need to reschedule, if you receive a CX Task for this please advise them accordingly.

Driver Support will NOT accept LAD(Leave at Door) requests for residents who leave a note on their door instructing DP to LAD, these requests need to be coordinated with CX. If the LAD request did not come from CX, the resident would need to reschedule their delivery & the package will need to be returned to WH.

DS will NOT accept LAD requests if the property is DNL; in that case, the resident would need to reschedule their delivery & the package will need to be returned to WH.

You can find the property's Delivery Policy in the Building tab of the WMS. If the building is DNL, the driver cannot leave the package at the door. If it is Leave then we can accommodate this request(as long as it is coordinated through CX).

You will reach out to the DP using Answer: Active Delivery : Leave at Door

1099 package pickup payouts

(After Active Block)

Picking up from Resident Door

CX will make a task for DS whenever a resident reaches out about a package they have received that is not theirs.

what should I do?

Review the task, say "On it", & pin the DP to the task.
- If it has been more than 24 hours since the resident confirmed pick up, DS Agents will tag the CX Agent assigned to the resident's conversation and ask them to remind resident to leave package outside

CALL the DP, reference Gladly answer: Active Delivery: Package Pick Up Payout as a script!

Send 1 SMS.
- If DP agrees over the phone, we should reference Gladly: Active Delivery: Package Pick Up Payout & tailor that response

2. If DP agrees to pick up package reference, Active Delivery(Driver Said Yes) & tailor that response to the conversation flow

If DP has agreed to pick up the package and they have not provided an update, follow up on their progress 30 minutes before the block ends
After an hour with no response you may use the following topic(s)
- - DS - Pickup Request - Driver Unresponsive

Possible outcomes:
- Successful Pick-Up:
  - Reference Gladly answer: Active Delivery: Package Pick Up Successful Gladly answer, tailored to the convo.
  - DS will create a WH task using the correlating template found in DS Templates: WH TASKS to note the return details (Package mislogged, package opened, etc).
  - Update the CX task with confirmation, WH task link, and close out.
- Unsuccessful Pick-Up:
  - Pick Unsuccessful after 4 Blocks: Escalate to Tier 2
  - Batch Misdeliveries: Escalate to Tier 2

Other Topics
- - WH Topic

- - DS - Package Pickup Successful
  - DS - Package Pickup - DP Said No
  - DS - Package Pickup Cancelled
    - Used when the resident has picked up their own package.
  - DS - Pickup Attempt (Package Not There)
    - When package is not in p/u location
  - DS - Pickup Request - Driver Unresponsive
    - When DP does not respond
  - DS - Package Pickup - DP Forgot
    - DP forgot to pick up the pacakge
  - DS - Mailroom/LO Pickup (CX Request)
    - When CX asks us to p/u from Common Area
  - DS - Mailroom/LO Pickup (Client Success Request)
    - When CS asks us to p/u from Common Area
  - DS - Package Return (Confirmed)
    - When DP has sent reture photo
  - DS - Package Return (Not Confirmed)
    - Waiting on return photo

1099 package pickup payouts: helpful notes

DP's will receive a flat rate of $15 per property!

If successful DP will need to scan the packages back in to receive payment. After they have scanned the packages back in we may submit our payment jotform.

This will NOT be offered to our W2 drivers!

These tasks should include:

Package location
- - We will NOT accept requests if there isn't a known location!
12-2 or 3-6 PM Block Time for Pickup
- - We will NOT take pickup requests outside of these timeframes!

Unsuccessful Pickups within our 4 delivery block attempts:

Leaving for the Day during an Active Delivery Block?
1. - Pass this off to another agent using the Hand-Off channel and/or reach out to a Lead!
Leaving for the Day after 6 PM?
1. - Reroute the ticket to our DS: Package Pickup inbox.
If we have reached out in 4 blocks and have been unable to get this picked up, Escalate to Tier 2

what if the package is OVS(oversize)?

If a Package Pick Request involves an Oversized (OVS) package, it may require a WHD/W2 warehouse employee or a Cargo Delivery Partner (DP) for pickup.

If the package is too large to fit in an average-sized sedan and cannot be transported by a standard 1099 DP, please escalate the request to DS Tier 2. Tier 2 will then coordinate with the warehouse to batch a WHD/W2 warehouse employee or a Cargo Delivery Partner (DP) for pickup.

active delivery: package pick up payout(common area)

Picking Up from Common Areas(e.g. Lobby, Mailroom, Leasing Office).

We will now offer PDPs $25.00 for 5 or more packages picked up from Common Areas(e.g. Lobby, Mailroom, Leasing Office). The Cadence & Pay Out Requirements will be the same for 1099 Package Pickup Payouts (After Active Block)

Answer to Use: Active Delivery: Package Pick Up Payout(Common Area)

what should i do?

DS will receive a CX or CS Task notifying DS that a package(s) or a batch was misdelivered to the MR or left at the L/O advising package(s) need to be recovered from that location.

a. DS Agent will search for PID/BID in WMS. Review 3-5 PODs to verify misdelivery to LO or MR.

b. Workflow: WMS> Packages> Batch ID> Plug BID into Batch ID column

c. Review 3-5 Delivery Receipts (POD) within Package Details page

Once, confirmed, DS Agent will create a WH task within Resident Conversation (DS Agents will NOT manipulate this resident conversation in any way).

a. Use Gladly Answer, DS Templates: WH TASKS, to request a PDP or W2 be scheduled for pickup

Things to keep in mind for Entire Batch Misdeliveries to Common Areas:

MR(Mailroom) MisDeliveries: Remind WH that the DP will need to be deactivated(MR Misdeliveries will be an automatic Deactivation for DPs)
For Entire Batch Misdeliverie to MR or L/Os: Tag a Lead or Senior Agent

Once WH confirms PDP or W2 has been scheduled, DS will coordinate with the driver to ensure pickup.

a. Reach out 30 minutes before blocks start time using one of the answers listed below and follow the standard Package Pickup Payout Procedure cadence.

Less than 5 package(s) pickups, use Gladly Answer, Active Delivery: Package Pick Up Payout
5+ package pickups, use Gladly Answer, Active Delivery: Mailroom/Leasing Office Package Recovery

NOTE: We will offer $25.00 if DP recovers 5 or more packages

b. If we are unable to pick up packages in the allotted timeframe, Escalate to Tier 2 after 4 unsuccessful blocks for batch misdelivery, leasing office, and for residents who received someone else's package.

Common Area Pick-Ups

entire batch issue

Active Block Batch Misdeliveries
When the DP’s car was stolen, and any packages were in the car
When the DP’s car was towed , and any packages were in the car

what should i do?

Steps

The DS Agent who is actively working with the DP will obtain information about the batch-related issue:
1. DS Agents will use Gladly answers FAQ: Driver Vehicle Stolen/Robbed or FAQ: Towed/Ticketed (First Touch) to try to gather as much information regarding what is going on with the DP and the incident that is resulting in the batch not being delivered.

Once the DS Agent has obtained all the pertinent batch information: Escalate to Leads
1. 1. If DP's car is stolen/batch stolen
  2. If DP' s car is towed WITH PACKAGES in it
  3. Batch Misdelivered to Mailroom or Leasing Office
  4. Once this has been escalated to Leads, Leads will start a missingbatch@fetchpackage.com email thread CC’ing the OM & WHM for the correlating warehouse.

Reference: Incidents

Complete the SLA Operational Disruptions Jotform(JTFM), DS Agents will fill out SLA Operational Disruptions JTFM for all batch issues.
1. 1. Please Use “Obstacle” as your *Issue code & provide DP/Batch Info in *Details
    1. If DS Agents receive any other CX Tasks regarding this batch the agent may advise CX:
    2. This batch is under investigation. Please check the WMS, the “Property Wide Issues” Page of your Resource Center, and if the batch has been announced after 24 hours before reopening this Task.

Glady Reference: DS - CX Task: Responses>Missing Batch Under Investigation(We will not advise packages STOLEN in CX Tasks)

Links:

Active Delivery: CX: DS REQUESTS( This SOP will have detailed steps for each CX Tasks Procedure DS will take📦)
DS Resident Hand-off Procedure (SOP for what to do when a resident hands a DP a package to return to the WH)
Package Pick Up Payout
Pickup Block DS Procedure
Next Day Package Return Procedure

CX task not listed?

Here is a list of task requests we may receive that we will NOT manage & will need to be escalated to Claims and Investigations.

C&l - Package OFD 24 hrs or more
C&l - Doorchecks
C&1 - Phase Misdelivery Investigation
C&l - Property Misdelivery Investigation
C&l - Unit Misdelivery Investigation
C&I- POD Investigations

Answer/Response to use: DS Template: CX Response: Escalate to Claims response & close out the task.

If you do receive a CX Task request that we do not take or it was not executed properly (Missing Information) you will complete this CX Feedback Form

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