Annoucements: Please use the Hand Off Channel to pass tickets :)

incidents

There will be instances where a Delivery Partner experiences an incident while out on delivery! Driver Support will be responsible for making sure the DP is safe, gathering information, & escalating the issue to a Lead if necessary!

helpful documents & links

dp was robbed, bitten by a dog, in an accident, or assaulted?

These instances are stressful for any person experiencing them, we want to always do our best to provide support and ensure they are safe!

what should I do?

We would treat these incidents the same! First and foremost, we want to ask the driver if they are okay! If they are in a safe place, and then gather information before passing them off.
DS agents may reference FAQ: Driver Incident Report (Not Tow/Ticketed) and tailor it to the conversation flow First Touch: Hey Isabella, thank you for reaching out about this. We are so sorry to hear you were (Name Incident/robbed/assaulted). Are you okay? Are you in a safe place?

You may also reference FAQ: Driver Incident Report (Not Tow/Ticketed) Second touch and tailor it to the conversation flow to gather the proper info and then escalate the situation to leads using the Escalate to Leads answer.

Finally, message the leads to let them know about the urgent escalation.

dp's car was booted, towed, or ticketed during deliveries?

These instances are stressful for any person experiencing them, we want to always do our best to provide support and ensure they are in a safe place!

what should I do?

Thank you for reaching out about this. We are sorry to hear you were (TOWED/TICKETED). To help investigate this further on your behalf, would you mind answering the following questions:

1. Which block did this happen during

2. What property did this happen at?

3. Have you been able to retrieve your vehicle?

4. Do you have any packages/fobs left to deliver or in your vehicle?"

For both outcomes: Create a WH task informing them of the situation. Include all details provided by the DP, you can use the template found on Gladly:
Miscellaneous/General WH Reach Out 📦
Title: TOW/BOOTED

DP Name:

Block:

Batch or PID:

Issue details:

Action Needed:

Outcome 1: If the DP DOES have remaining packages in the vehicle, we want to tag a lead and escalate them to leadership using Escalate to Leads answer.
Finally, message the leads to let them know about the urgent escalation.

Outcome 2: If the DP does NOT have any more packages in the vehicle, we will guide them in the right direction by providing the tow information found in Salesforce and any other assistance they might need. You may then reference FAQ: Towed/Ticketed (Second Touch).

what do I do if a dp requests a call when reporting an incident?

Let the DP know that it is helpful to have written documentation of the incident and ask if they mind sending in their concerns via a message first. We can determine after reviewing their written report if a call or escalation needs to be made.

DS agents may reference FAQ: Driver Requesting A Call For An Incident and tailor it to the conversation flow if needed.

what do we do if a delivery partner claims their packages were stolen?

Ask the DP:

Where were the packages when they were stolen?
How many packages were stolen?
Which packages were stolen?

Then, create a task and assign it to “CX-Reach Out” so that they can notify the resident.

Next, inform the warehouse as well by creating a task for the indicated WH

If an entire batch is stolen, gather the same information including the batch ID number, and then escalate the situation to leads by using Escalate to Leads answer and DMing the available lead.

DS agents may reference:
FAQ: Driver Incident Report (Not Tow/Ticketed) First Touch

FAQ: Towed/Ticketed (Second Touch) (This one is only sent out when DP is looking to be compensated for the tow/ticket)

and tailor these to the conversation flow if needed.

what do we do when a DP reaches out requesting an update on their tow/ticket reimbursement?

DS Agents may inform DPs on the status of their request by reviewing the Tow/Ticket Reimbursement Request spreadsheet, checking the approval status in the CS/DS Alignment tab, and hitting 'Control F' to search for DP name/email. If a delivery partner has any questions about their approval or denial, please refer to the approval status notes.

Please note: We will never copy-paste internal notes from any internal Fetch spreadsheets; we will always rephrase and relay the information ensuring we are in Compliance.

Agents may reference the following answers and tailor them to the conversation flow:

FAQ: Tow/Ticket - Reimbursement Approved
FAQ: Tow/Ticket - No Reimbursement
FAQ: Driver Will Not Be Reimbursed For Tow/Ticket
FAQ: City Tow/Ticket, Fetch Cannot Reimburse

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