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Driver Support is responsible for helping all Delivery Partners with their batch! There will be instances where a batched package is not with a DP or there is an extra package not in their queue.
missing batched package(s)
DS agents may reference, Batch Help: Missing Batched Package (First Touch) and tailor it to the conversation.
Gather the package ID(s) & resident code(s) from the Fetch Platform
Search the package in the system to make sure it's batched to the DP. If the package is not batched to the DP, ask the DP if they're able to refresh their batch using the Batch Help: How to Refresh Your Batch & Queue answer
Reach out to the Warehouse via a task for any information on the package
Package is at the WH? Let the DP know and assign a task to CX to let the resident know
No Response from the WH? You may reference, Batch Help: Missing Batched Package, pending WH response, tailor it to the conversation, and then close out the conversation.
If the DP still can not find the package please give them an audit code (Batch ID) from WMS and notify the WH immediately!
what do i do if dp has an extra package(s)?
Search PID (Package ID) in WMS to verify package details.
Send answer, Batch Help: How to Refresh Your Batch & Queue
Reach out to the Warehouse via a task to ask if the DP is okay to deliver the package or if they should return the package to the warehouse.
No Response from the WH? Advise DP to return the package outside of their batch to avoid theft.
You will then update the task advising DP will be returning the package due to the package not being assigned to DP, the package can be stolen if LAD is in an unscheduled delivery block or misdelivery, or the package could be mislogged
what do I do if DP finds an unassigned fetch package while delivering?
When a DP reaches out to report they found an unassigned package:
Confirm this is a Fetch Package, we will not pick up any NON-FETCH Packages.
DS agents may reference: Active Delivery: Found Unassigned Package - First Touch and tailor it to the conversation flow.
Once we have confirmed this is a Fetch Package we will advise DP to return the package to the WH so the resident may reschedule
DS agents may reference: Active Delivery: Found Unassigned Package - Second Touch and tailor it to the conversation flow.
If DP is able to return this package to the WH:
Create a WH Task Using: DS Templates: WH TASKS> Package Return/Package Pick Up Request
Create a CX Reach Out Task Using: DS Templates: CS & CX TASKS> Damaged Packages/ FOUND PACKAGE
NOTE: We will offer $15.00 if the DP returns a Fetch package for us with a return photo, of course!
Package Pick Up Payment Request
what do I do if DP has a mislogged fetch package in their batch?
If a DP reaches out to report that they have a mislogged package we should first verify that it is a mislog.
1. Acquire the PID for the package and ask the DP to send a photo of both the Fetch & shipping labels.
2. Search the PID in the WMS>Packages & cross-reference the resident information on the shipping label with the resident information that comes up when you enter the package ID.
OUTCOMES:
1. If PID & resident info on shipping label match, the package is not mislogged & DP may deliver as usual
If the PID & resident info on shipping label do NOT match, the package will need to be returned to the WH. Ask the DP if they are able to return the package after their delivery block (If WH has dropbox) or by 11AM the following day(WH does not have dropbox).
Create a Package Return WH Task using DS Templates: WH TASKS. Your task should include:
DP:
BLOCK:
PID/BID:
Reason for Return: MISLOG
Can we compensate the DP for returning the package?
Yes, we can compensate them $15.00 for returning the package if it is mislogged & DP provides the package return photo
DS Agents may reference both the: Next-Day Return Payout Procedure & Package Return Procedure
how can a DP deliver a package if it is outside of their batch? (manual package entry)
how can a DP deliver a package if it is outside of their batch? (manual package entry)
DPs can click 'enter QR Manually' at the bottom of their screen. The app will then request that they enter the package ID. Once they enter the package ID of the package that won't scan or, you can deliver as usual!
DS agents may reference: Batch Help: Scan-to-Deliver Won't Scan/ Manual Package Entry and tailor it to the conversation flow.
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