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Annoucements: Please use the Hand Off Channel to pass tickets :)
all deactivation inquiries will be routed to Drive Ops
with the exception of a DP who has been deactivated during active delivery- this will need to be actioned immediately
At Fetch, we aim to keep our platform safe and accessible to all users; however, Delivery Partners may lose access to their accounts due to conduct or incidents that fall under the violation Guidelines.
If an account has been deactivated, the delivery partner will no longer be able to schedule delivery blocks but they will still be able to log in & see their payment history.
all deactivated delivery partners will receive payment as outlined in the Pay Concerns
all deactivations, except deactivations due to inactivity, can be viewed with our 1099 Deactivation Request Google Sheet.
helpful documents, excels, & standard operations procedures
helpful documents, excels, & standard operations procedures
informing the DP of their deactivation
informing the DP of their deactivation
We will only send information from column names:
Date of Request
What is the reason for Off-Boarding?
what should i do?
what should i do?
A Deactivated DP will reach out via Gladly.
Note: 90% of these deactivations will stand.
Review their account information in WMS and verify their account was disabled through the “User” tab.
Click into DP Account Profile
Driver Edit History
Review the Deactivation Request tab in the 1099 Deactivation Sheet
If the DP is not found, Driver Ops Agents should advise DP they are escalating to Leads. Gladly Answer to reference, Escalate: To Leads
If the DP is found, review the reason for deactivation and also search the Banned Delivery Partners tab to verify if they are eligible for reactivation.
If they are found on the Banned Delivery Partners, advise the DP they are not eligible for reactivation and provide the reason why if applicable. Driver Ops may reference Gladly answer: Deactivated: Not Eligible For Reactivation and tailor the response
If they are not on the Banned Delivery Partners, inform the DP of their Deactivation date/reason and let them know when they will be eligible for reactivation. As long as the reasoning doesn't fall under the following:
Lost/stolen packages
Concessions over 1%
Misdelivered to Common Area
Attitude/incident
Driver Ops may reference Gladly answer: Deactivated: Eligible in 6 Months (1st Step) and tailor the response.
If DP replies with a rebuttal or would like to dispute this:
Empathize with DP & advise DP that they may dispute this Deactivation if they wish to do so, and provide them with the Dispute Jotform. Dispute form can be found in the Gladly answer Deactivated: Deactivation/Violation Dispute. Please ensure we tailor this answer to the conversation flow.
Note: Please do not send a dispute form if we have determined the deactivation will stand and follow the steps in the Deactivation Disputes - Engagement Tracker sheet.
Deactivation Disputes.pdfClick on the poster for a step by step guide!
deactivation disputes
deactivation disputes
A Deactivated DP has submitted the Dispute form & an email submission has been received in Gladly.
DP's have 7 days to dispute their deactivation!
Note: 90% of these deactivations will stand.
What should I do?
What should I do?
Delivery Partners will be unable to dispute Violations/Deactivations after 7 Days
DPs will have 7 days from the date they were issued the violation or deactivated to dispute any violation or deactivation.
Please provide the date/reason for Deactivation and advise DP that Delivery Partners have up to 7 Days to dispute any Violations or Deactivations received. After 1 week, the Violation or Deactivation will be deemed indisputable, and the decision will stand.
Driver Ops may reference Gladly Answer: Deactivated: Deactivation/ Violation Dispute after 7 Days and tailor that response
To further review a DP Deactivation Driver Ops will reference the DP Engagement Tracker for additional insight/supporting information as to why the DP was Deactivated
Check Summary, Automatic Violations, and Watchlist Master tabs to determine whether a DP is High Risk
To help with their review steps, Driver Ops may also reference the Deactivation/Violation Deep Dive Review
Once the review has been completed,Driver Ops will inform DP of their decision:
Please provide the date/reason for the Violation/Deactivation and advise DP you have completed their Deactivation/Violation review. Be sure you are providing what they were in violation of(e.g. attendance, on-time delivery, delivery completion, misconduct, delivery accuracy). Driver Opss may referencce Gladly Answer: Deactivated: Deactivation/Violation Will Stand Final and tailor that response
deactivation during delivery
deactivation during delivery
what should I do?
what should I do?
If a DP is Deactivated during delivery we should apologize to the DP for the inconvenience and let them know we are looking into this for them right away. DS Agents may referene Gladly answer: Active Delivery: Deactivated while Delivering First Touch and tailor their response.
The DP is on standby while you reach out in the DS Support Questions Open channel or to any available Lead through DM.
The agent will make the reach out including the DP's name, email and details. A lead will look into their account and reinstate the DP.
Once we have confirmation that the DP's account has been reinstated or reactivated, DS Agent will advise the DP of this. DS Agent may reference Gladly Answer: DS Active Delivery: Deactivated while Delivering Second Touch and tailor the response.
Note: DP may need to refresh their batch, please advise DP to refresh if they are still unable to see their batch(es).
The DP should be able to continue their deliveries as usual, in the meantime the assisting Lead will conduct a Deactivation review & deactivate after deliveries if necessary
DS Agents will not be handling the DP's account status - Only a lead can change this
deactivation under review
deactivation under review
A DP has reached out requesting an update on an open dispute that is under review.
what should I do?
what should I do?
Scroll up in the conversation to see if the DP has submitted a Dispute
Check to see if this Dispute was actioned and was in review
If this was an open Review, reassign or route the conversation to Driver Ops
We may advise DP, "Thank you for reaching out to Driver Support! Our Driver Ops team will be able to better assist with this. We are escalating this to them now, they will be contacting you shortly. “
Once we have advised DP that Driver Ops will be following up shortly , we can manually reassign the conversation to Driver Ops
🤔 common questions 🤔
🤔 common questions 🤔
will the delivery partner get paid?
will the delivery partner get paid?
All deactivated delivery partners will receive payment as outlined in the Pay Concerns
All deactivated DPs will receive payment for any previously worked blocks they may be missing, with the exception of:
Refusal to Deliver
Incompleted Block
All deactivations, except deactivations due to inactivity, can be viewed with our 1099 Deactivation Request Google Sheet.
how long does a DP have to dispute a violation or deactivation?
Delivery Partners will be unable to dispute Violations/Deactivations after 7 Days
For Violations: Please be sure you are always checking the DP Engagement Tracker :
Form Responses
Automatic Violations
For Deactivations: Please be sure you are always checking the 1099 DP Deactivation Request & DP Engagement Tracker :
1099 Deactivation Request: Deactivation Request tab
1099 Deactivation Request: Banned Delivery Partners tabs
Engagement Tracker: Automatic Violations, Form Responses, & Watchlist Master tabs
Please provide the date/reason for Deactivation and advise DP that Delivery Partners have up to 7 Days to dispute any Violations or Deactivations received. After 1 week, the Violation or Deactivation will be deemed indisputable, and the decision will stand.
Driver Ops may reference Gladly Answer: Deactivated: Deactivation/ Violation Dispute after 7 Days and tailor that response
what do i do if DP is receiving Fountain error message?
what do i do if DP is receiving Fountain error message?
If a DP is Deactivated Due to Inactivity they will receive an “Forbidden Error” message from Fountain when trying to reapply so we will need to assist them!
Fetch will do “Mass Deactivations” for DPs who have been Inactive for 6+ Mos. Here is how to identify if a DP is Deactivated Due to Inactivity 📦
Check DPs profile in the WMS> Users> Driver Edit History: if the DP was deactivated by Ryan Mustard(rmustard@fetchpackage.com) this is a good indicator DP was Deactivated Due to Inactivity
Review the "Batches" tab in WMS. From here you will be able to determine if they have delivered a batch within the last 6 months.
Check the 1099 Deactivation Request sheet to make sure DP has not been Deactivated in the last 6 months by a WH team member
Step 3. Check Fountain to confirm application has been idle for 6 months or more
how do I know if a DP was deactivated?
how do I know if a DP was deactivated?
If a 1099 Delivery Partner is showing "Disabled" in the Fetch WMS, this means that they will not be able to access batching & scheduling. Which in turn, means they are deactivated.
All Deactivations & Violations should be routed to Driver Ops
Tier 1 Inbox Rerouting
what deactivations are indisputable?
what deactivations are indisputable?
Deactivations Ineligible for Dispute
Deactivations Ineligible for Dispute
Deactivated for 7 days or more: Please provide the date/reason for Deactivation and advise DP that Delivery Partners have up to 7 Days to dispute any Violations or Deactivations received. After 1 week, the Violation or Deactivation will be deemed indisputable, and the decision will stand.
Driver Ops may reference Gladly Answer: Deactivated: Deactivation/ Violation Dispute after 7 Days and tailor that response
Attitude/Incident and Lost/Stolen Packages: Please provide the date/reason for the Violation/Deactivation and advise DP you have completed their Deactivation/Violation review and have determined this Deactivation/Violation will stand and that the decision is final. Be sure you are providing what they were in violation of(e.g. attendance, on-time delivery, delivery completion, misconduct, delivery accuracy)
Driver Ops may reference Gladly Answer: Deactivated: Deactivation/Violation Will Stand Final and tailor that response
Fetch Delivery Guidelines Infraction: Please provide the date of Deactivation and advise the DP when they were deactivated due to Fetch Delivery Partner Guidelines Infractions & that the deactivation will stand.
Driver Ops may reference Gladly Answer: Deactivated: Delivery Partner Guideline Infractions and tailor that response
Misdelivering to Common Area-. Please provide the Deactivation date and advise DP they were deactivated due to leaving packages in the mailroom, lobby, or leasing office(be specific to that DP’s deactivation). Inform DP that leaving packages in open/unattended areas is an automatic Deactivation. Let them know this is because when left unattended, packages are at high risk of being damaged, lost, or stolen and that this Decactivation Will Stand.
Note: These Deactivations will stand unless there are extenuating circumstances (e.g., DP was instructed by PM to leave packages due to an access obstacle)
Driver Ops may reference Gladly Answer: Deactivated: Delivery Partner: Deactivated: Common Area Batch Misdelivery and tailor that response
what can lead to an account deactivation?
what can lead to an account deactivation?
Fetch Delivery Partner Guidelines
Delivery Partner’s accounts may be deactivated after any 1 of the following violations:
Attitude/Incident
Lost/Stolen Packages
Accumulation of Violations
Failure to Return FOB
Common Area Misdelivery (this is an automatic deactivation & is indisputable)
Refusal to Deliver
checking to see if a DP was deactivated due to inactivity?
checking to see if a DP was deactivated due to inactivity?
A Delivery Partner can be deactivated if they remain inactive for 6 + months. This can be determined by comparing information from WMS & Fountain.
Review the 1099 Deactivation Request sheet to ensure DP has not been Deactivated by WH
Review the "Batches" tab in WMS. From here you will be able to determine if they have delivered a batch within the last 6 months.
Review DP's profile in the WMS and check the "Driver Edit History". If DP was Deactivated by rmustard@fetchpackage.com, they were likely Deactivated Due to Inactivity
Review Fountain and check the "idle" section (located on the far right of the page, once you have searched their email/phone number within the website). This will show the number of days the application has stopped moving forward. DP will also show as "Archived Applicant"
If the DP is inactive they will need to reapply. You can share this information with our answer: Deactivated: Inactive (6+ month).
DP is not listed on the 1099 Deactivation Excel?
DP is not listed on the 1099 Deactivation Excel?
If a DP is not listed on the 1099 Deactivation Request Excel sheet, you will Escalate to a Lead or Senior Agent.
Be sure to reference, Escalate to Lead, answer & leave detailed notes before rerouting to the Driver Support Tier 2 inbox!
Leads/SA will submit a compliance jotform.
how do I check if a DP has received a violations?
how do I check if a DP has received a violations?
Use the DP Engagement Tracker sheet and check the Automatic Violations & Form Response Tabs > use the command/control F function to search the tab for the relevant DP name or email address. > scroll over to the violation code column > share with DP in answer
Use this document to help: Reading DP Engagement Tracker
Violations & Deactivations Deep Dive Review
how do I read the Engagement Tracker sheet?
how do I read the Engagement Tracker sheet?
Use this document to help: Reading DP Engagement Tracker
how do I read the 1099 Deactivation sheet?
how do I read the 1099 Deactivation sheet?
Use this document to help: Reading 1099 Deactivation Sheet
what do I do if a DP would like to voluntarily deactivate?
what do I do if a DP would like to voluntarily deactivate?
Here is how to assist a DP who would like to Deactivate their Fetch Delivery Partner Account:
We want to confirm the DP wants to Deactivate(fully terminate their 1099 Delivery Partner account) by referencing the Gladly Answer: Deactivated: Voluntary (1st Step) and tailor your response. This answer asks them to confirm this is what they want to do and also asks them why they would like to Deactivate Voluntarily.
Voluntarily Deactivation Requests may come in as “Account Deletion Requests”. These get routed to CX a lot, CX will send those over to DS & from there we can reference Gladly Answer: Deactivated: Voluntary (1st Step).
Once the DP has confirmed they would like to fully terminate their 1099 Delivery Partner account:
Once we have confirmation that DP does want to Deactivate, complete the Delivery Partner Deactivation Request jot form.
After the jot form is completed, you may reference: Deactivated: Voluntary (2nd & Final Step) advising DP we will be moving forward with Deactivation.
Final step: Agents should proceed to escalate to tier 2 so a lead can disable the DP in the WMS.
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