Account Managers with Fetch are responsible for keeping MAPP(Map in the APP) updated in the Fetch Driver App. If a DP lets us know that the information in MAPP is missing, outdated, or incorrect we first want to ask them for verification by referencing: App Issues: Map in the App/Mapping Concerns answer and tailor it to the conversation flow if needed.

Once agents confirm that the information in MAPP(Map in the APP) needs to be updated agents will create a task for the CS team with all relevant information and request that MAPP be updated.

WFM is the term used to describe updates made to the Fetch Delivery Partner app. Those updates are Scheduling, Payment History, and Market updates.

Delivery Partners can manage their schedule by going to the "schedule" tab in the Fetch Delivery Partner App
 

• Claim Blocks

• View Available Blocks

• Cancel Blocks 

• View Block history 

• DPs will receive notifications actioned by the WH whenever blocks are published, when they have an upcoming block and to alert them about a block’s status!
  
  How does scheduling work in the Fetch Delivery Partner App?

• DPs can claim up to 30 min to start time of Block

• Blocks for the upcoming week are released on Wednesday at 10:30 AM for preferred delivery partners and Thursdays between 10-10:30 am for all other delivery partners.

• The WH canceling/deleting a block 6 hours out will cancel the block and notify the driver AUTOMATICALLY the block was canceled. 

• Cancellations within 6 hours of block start time will count as a Late Cancellation

• No-shows are marked by the warehouse and will also display as Late Cancellation in the DPs past view

Delivery Partners may view payment information by going to the "payments" tab in the Fetch Delivery Partner App

• Overview of their weekly pay summaries

• Payment details

• Downloadable pay statements.

The first step is to check the DP's application in Fountain.

Once the DP has been approved in Fountain their account will automatically be created in WMS. If the DP is already active with a market assigned and would only like to change their location you may assign the new market.

If DP is showing active but does NOT have a market assigned, check Fountain to ensure they were approved in the last 6 months, if they have been approved in the last 6 months you may assign a market. If DP was not approved in the last 6 months, they may need to reapply due to Inactivity.
This may also indicate an error with their application so please be sure to check where they are in the Onboarding Process.

If a DP is in the claim work pending status and they DO NOT have a market assigned in WMS, please proceed to assign a market so the DP can claim a block.

Please reference Delivery Partner Onboarding for more information.

DP’s do not clock in or out, They simply claim the Block and then show up to work. Their attendance will be verified once they show to the WH and receive their batch. They are done once they deliver their last package.

DS agents may reference: FAQ: Do I need to clock in or out? and tailor it to the conversation flow if needed.

This may happen because The WH is updating blocks that need more coverage or because DPs are canceling blocks that get offered back to all DPs for that market.

These tend to go fast as they work on a first come first serve basis. You may reference Scheduling: Notification Received/ No Block Available and tailor it to the conversation flow.

The first step is to check the DP's profile in WMS. If their account is active and has a market assigned this means  their account is properly set-up. DS agents may reference Scheduling: No Blocks Available and tailor it to the conversation flow.

If they do not have a market assigned please reference DP doesn't have a market assigned in WMS (fetch website)?

If a DP is assigned a batch they should see a small X in the top right corner of their screen, click on this and they should be able to move forward from the video.

Keep in mind: The DP Training Video link will always be present when they do not have a current batch, once they get a batch it will disappear!

DS agents may reference: Onboarding: Driver is Stuck on the Training Video and tailor it to the conversation flow.

MAPP(Map in the APP) is the mapping system found in the Fetch Driver App. It includes a map of the property showing unit numbers, lockbox locations, parking areas, elevators, etc. It also provides lockbox and access codes. 

Agents will direct drivers to the MAPP(Map in the APP) system if they have questions regarding property access/navigation. If the application is not current, agents will use Salesforce to send the driver property information.

Ds agents may reference: WH Request: Sending Property Information and tailor it to the conversation flow.