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how do we manage delivery partner feedback?
DPs receive an in-app Driver Satisfaction (DSAT) survey at the end of every block. If they reach out to DS with feedback, we will encourage them to fill out that survey. However, the survey is only available at the end of their block, so if they did not fill it out, we will document their feedback with the jotform.
Agents may reference Gladly response: Batch Help: Block Feedback(Redirect to DSAT) & tailor that to the conversation flow.
For guidance on reachouts concerning the fields we are no longer tracking:
Heavy Batch - (Tracked in DSAT) - Educate DP on batch practices
Batched Late - tracked by Looker
Standby - Compliant language - Fill out WH Communication Concerns jotform
Window Cancellation - Educate on block fill practices
Property Feedback - Reach out to CS with any inaccurate property information
WH Personel - Escalate
Mapping - No longer using PDF maps, any inaccurate info in beans needs to go to CS
FOB - Tracking in Ops spreadsheet
App Issues - Troubleshoot app issue, tag a SA (may be escalated in tech help channel)
The DP Feedback Jotform has been edited. The only Incident/Concern options are 1. FOB Issue and 2. Block Feedback(Not Documented in DSAT).
what do I do if a DP is using profanity and abusive language towards you?
If a DP is using profanity and abusive language towards you, the DS Agent will Escalate to Leads
You may reference Gladly Answer: Escalate to Leads and tailor your response.
how do I know if a DP is a W2 employee?
All W2 employees will have @fetchpackage.com as their email address. Agents can cross reference this in Gladly and the Fetch CRM.
what is the FOB return policy for delivery partners?
All Delivery Partners are expected to return the FOBs to the warehouse or the FOB dropbox at the end of their delivery blocks or by 11AM the following day(No dropbox). Failure to return the fobs within 24 hours may result in a violation.
what if a DP states that a property is too far or they have too many packages or their batch size is too big?
Delivery Partners are expected to make all deliveries batched to them. The warehouse considers distance, batch load, property access, etc. when assigning batches and they only assign what they deem possible to deliver within the 2 to 3- hr block. They will apply Extra pay when they deem necessary.
DS Agents will direct the DP to complete the DSAT survey in their Fetch Delivery Partner app.
Please reference: Batch Help: Block Feedback(Redirect to DSAT) & tailor that response to the conversation flow
is there an age requirement? where can DPs find their employment information for taxes or rental applications?
Is there an age requirment?
All DP's must be at least 18 years old and they need to have 2 years of driving experience.
Where can DPs find their employment information for taxes or rental applications?
Delivery Partners will list themselves as self-employed. All relevant documents will be stored in their Fountain account which was set up during their Onboarding process. Branch will only provide a 1099 tax form to the DP if the DP earns above $600, DP's do not need to report incomes less than $600. Paystubs can also be found in their Branch accounts. Pay History can also be found in the Fetch Delivery Partner APP. If the DP has any more questions after this information is provided please, escalate them to Driver Ops.
DS Agents may reference-
Tax Forms: 1099 Distribution (Under $600)
Tax Forms: 1099 Distribution (Over $600)
Tax Forms: Employment Verification
and tailor these to the conversation flow.
is there anything a delivery partner needs to bring or anything special they need to wear?
As independent contractors, Delivery Partners provide all tools and equipment necessary to complete deliveries. These include, but are not limited to:
-Vehicle
-Fetch-Provided Identifiers
-Smartphone for GPS and App usage
-Specialized Equipment: Items like dollies, hand trucks, or tools specific to your delivery route.
Dress and Safety Guidelines
As a self-employed contractor, you have the flexibility to choose your attire while working with Fetch. However, safety is a top priority, and you should choose footwear and clothing that allows you to work safely and comfortably. For guidance on safe clothing choices, please refer to the attached: https://tinyurl.com/94d3hnyc
You may reference Gladly: FAQ: What do I need to deliver/what do I wear? & tailor that response to the conversation
is there a package size/weight limit for 1099 delivery partners?
The weight limit is 70 lbs. Anything above 70 lbs is considered an oversized package (OVS). Any oversized items are typically delivered in a Fetch van by a W2 Driver or Cargo DP. Only W2 team members can drive Fetch vehicles. OVS packages can not be left and require a signature. The DP must attempt twice 10 minutes apart.
DS Agents may reference-: Reminders : 'SR' Protocol and tailor your response.
XL delivery guidelines vs OVS
The warehouse will try to send at least one OVS package with every DP. Taking OVS packages doesn't mean they'll be paid for an XL route. There is a poster we can share with the DP's if they have any questions or concerns about OVS packages. This poster is also available for DP's at the WH.
Let's try to refer to the XL poster when a DP inquires about missing pay for OVS packages! This poster can be found in Google Sites> Posters>programs & helpful info for delivery partners!
what are XL deliveries?
The Delivery Partner XL program provides an opportunity for 1099 Delivery Partners to deliver oversized packages (OVS) for higher earnings! If you are interested in the program we advise speaking to a warehouse associate the next time you are on-site at the Fetch warehouse. Here are some details on the program:
Must drive an SUV, Passenger Van, or Sprinter/Cargo Van
Must be able to move up to 150LBs with appropriate tools
Any OVS qualifies
Must provide your own tools
Routes are paid at a higher rate. Let us know if you have any questions!
what do I do if a dp asks about XL deliveries?
If a DP is inquiring about becoming an XL DP, please direct them to our WH team.
DS Agents may reference Gladly answer: FAQ: DP XL
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