Quick process update regarding WH Task Requests:

You’ll still follow the usual outreach process — 2 SMS messages (15 minutes apart) and 1 phone call for active deliveries.

However, if the Delivery Partner responds and says they’ll provide an update soon or they will return the fob(s) or package(s)by a specific time, please create a task for yourself with a due date set for one hour later. This will remind you to check back in if they haven’t followed up.  This has been added to Google Sites for your reference as well!  WH Tasks 🦋

In the meantime, you may close the conversation and reopen it when it’s time to follow up.

We have a new update regarding Cargo Scheduling! Cargo Delivery Partners will receive a form on Tuesdays to schedule their blocks for the upcoming week. We should continue creating a WH task if the DP wants to change their scheduled blocks. 

Additionally, if an existing DP would like to transition into a Cargo Delivery Partner, we may send this over to the Driver Ops team. Please make sure they have an eligible vehicle! Cargo Van, Pickup Trucks, sprinter van, or box truck. SUVs are not eligible vehicles!

All Active Cargo locations include: 

• ATL1/ATL2/ATL3

• ATX2

• CHS1

• CLT1

• DAL3/DAL5

• DCA2

• DEN1/DEN2

• FTW1/FTW2

• HOU2/HOU4

• MCO1

• PHL1

• PHX1/PHX2

• TPA1

Topic: Followed Resident Into Property.”

If a Delivery Partner is unable to access a property using the provided tools (fob, code, or link), and troubleshooting efforts have been unsuccessful, please instruct them not to follow a resident in or go to the Leasing Office.

This is important for both safety and security reasons.

If a DP has already entered by following a resident or going to the LO, kindly remind them of the proper procedure going forward.

Topic: DS - DP Went to LO - Not Approved

Please be sure to use this topic whenever a DP is experiencing access issues and has gone to the Leasing Office for assistance.

Also, kindly remind the DP that they should refrain from visiting the leasing office. Instead, encourage them to use the tools provided by Fetch.

The change in baserate/tier pay is live today in the following markets. These warehouses will no longer participate in the Tiered Pay/Extra Pay programs. They will offer an increased base pay.

CHS1 - $17-$20

FTW1/2 - $18-$21
PHX1/2 - $18-$20

We have a new process for unreturned FOBs after 24 hours. DS agents will receive a WH task requesting that a reach out be made to a DP to return a FOB. DS agents will send a text to the DP asking them to return the FOB to the WH immediately for a payout of $25 with a proof of return photo. Review the FOB Return Payout list and search for the DP name. If the DP has two previous payouts for FOB returns, we will not offer the payout. Payouts are a flat rate regardless of the number of FOBs the DP is holding

Once DS receives the proof of return photo, the DS agent will fill out the FOB Return Payout Jotform. If the DP gives pushback to the initial offer of $25 for the return, or does not respond, the conversation will be escalated to the DS Manager or Lead.

Note: All delivery partners who have not returned a FOB within 24 hours will remain deactivated even after a successful return.

Please let me know if you have any questions!

This jotform has been added to Google Sites>Materials>Jotforms. The SOP can be found in Google Sites>CKB>new process & procedures

DS - FOB Return After 24 Hrs 

W2/WHD Drivers (Fetch employees working out of the warehouse) aren’t eligible for Package Pickup compensation. This is reserved for 1099 Delivery Partners, since they’re going out of their way to return packages to the warehouse.

When reviewing return photos, please make sure the package is clearly shown as set down in the designated return area or on the return shelf at the WH, rather than being held in the DP’s hand(attaching photo in comments for visual). 

New SOP Alert: Phone Call SOP Now Available! ☎️

We’re excited to announce our new Driver Support: Phone Calls SOP, created to help guide you in managing calls with greater confidence and consistency.

This SOP includes step-by-step instructions for handling different call scenarios. We’ve also added guidance on how to assist Spanish-speaking DP's , so you’ll know what to do when language support is needed.

if a DP reports a missing fob/fob not given and the batch is being returned. We should be filling out both the WH communication jotform and the SLA jotform. Please make sure you are following all of the troubleshooting steps outlined in the Property Access Troubleshooting Guide! 

Please use this template when posting in the DS Support Questions channel. This will allow us to gather the necessary information to assist you more effectively. Thank you, team! @all

• Warehouse

• DP Name

• DP Email

• Date/Window of Block (If applicable)

• Description of the issue

• PID/Batch ID (If applicable)

• Screenshot of the issue (if applicable)

• Gladly Link

Make sure you're reaching out from either the Driver Support or Drive Ops inbox. Check the box at the bottom left and select your name with the correct inbox before you reach out. 

The DP Feedback jotform has been edited. The only Incident/Concern options are FOB Issue and Block Feedback Not Documented in DSAT. 

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. 

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)

Hey team, CX has a lot of new agents who are still familiarizing themselves with the DS Process' and what requests we will and will not take. Please be sure you are cross-referencing the WMS & Google Sites before contacting the DP. Let's be sure the correct DP is listed for "DP to Contact" and for OFD tasks, please be sure the package is OFD within the 24-hour timeframe for DS to reach out. Please also reference Gladly answer: DS Template: CX Response if you do get a CX Task Request for something we do not take.

Lastly, please complete the Feedback Form for CX Team JTFM if you do receive a task with incorrect information or if it is something DS does not take. 🙂 @all

The newer CX Agents have been creating Pick-up tasks that are actually Door Checks. Please be sure we are briefly reading through the conversation to confirm the pick-up time and location. We do not do Door Checks. Leads will make Door Check exceptions, but those should come from CX Leadership. ​ If you do receive a Door Check, please reference Gladly: DS Template: CX Response>Door Check