This can be located in the WorkForce tab, under Blocks Approvals. Use “Ctrl F” to search the DP’s name. (Be sure to deselect the WH at the top left of your screen to see all “under review” blocks)

• If DP’s name appears, send the answer, Pay: Under Review Status, in Gladly.

• If not found in block approvals, search the payment history for recently approved blocks.

• If not found in either, move to the next step.

Review our: Pay Correction Requests 

1. If the DP still needs to submit a jotform, advise them that they will need to submit a PC Form so our Driver Ops team can manage the pay correction.  The Pay Correction link can be found in Gladly answer: Pay: Pay Correction Form Request; agents may use this answer and tailor the response. 

2. If the DP has submitted a jotform, the DS Agent will advise the  DP that our Driver Ops team is in the process of managing their correction . Agents may reference: Pay: Pay Correction Follow Up  and tailor their response.

3. If the jotform was submitted more than 24 hours ago, the DS Agent will advise the DP we are escalating this to our Driver Ops team for further review and post/escalate to the issue to the Pay Correction Channel. 

Template:

• First and last name (Middle name if applicable)

• Email

• Phone Number

• Description of the issue that they are experiencing in 1 -  2 sentences

• Place screenshots, if applicable, in the comments of the thread

• Do not post links to Gladly 

Once this has been submitted, the DS Agent will work with the DO Administrator to resolve the issue.

• If the DP pay correction was approved, apologize to the DP for the inconvenience and advise them their payment should be posted by 11:59 PM that evening.  DS Agents may reference Gladly Answer: Pay: Posted Payment and tailor their response 

• If the DP pay correction was not approved, advise the DP that, unfortunately, all of the assigned packages were not delivered, leading to the block reflecting the “Incomplete Delivery” status. They will not receive payment; payment was not approved. 

 DS Agent may reference Gladly answer:  Pay: Incomplete Delivery Status (Pay not approved) and tailor their response 

DP Needs Tax Form resent:

1. Confirm with DP that they have checked their spam folder for tax form

2. If DP has not received tax form, post in the DS Pay Corrections channel

3. Create a reminder task for yourself within the Gladly conversation for that DP.

Jenna will tag the initial agent who posted and provide the tax form, that agent will send the tax form out to the DP. If there has been no update by the end of your shift, reassign the task to "Driver Support" so another agent may follow up and check for updates. 

DP Needs to Update Personal Information:

Send DP the 1099 Tax Filing - Personal Information Correction jot form 

If a payment says rejected in WFM - it is likely an issue with their Branch account.

1. Check the "Form Response" tab within the Pay Correction Requests sheet to ensure DP has not already completed a PC Form

2. If they have not done so: Kindly Instruct them to fill out a pay correction form:
Pay Correction Request Form

3. If they have completed a form & it has been passed 24 hours, post in the Pay Corrections Channel

Template:

• First and last name (Middle name if applicable)

• Email

• Phone Number

• Description of the issue that they are experiencing in 1 -  2 sentences

• Place screenshots, if applicable, in the comments of the thread

• Do not post links to Gladly