late deliveries protocol

Yes. If the driver is going to be running a bit behind we will just let the WH know they will be running late to their next block and have them continue to deliver. We want to get our packages out and not create a pattern of batches being partially delivered.

Please create a task for the WH to inform them of the delay so the WH can determine if they will be needed for the next block. We can update the DP as the WH responds.

We will make sure the driver is compensated for the extra time if they are running late due to an issue that is not their fault such as late batch assignment or access issues. We will do this by escalating to leads for review.

DS agents may reference Glady answer: Scheduling: Driver does not want to deliver past their scheduled block: and tailor it to the conversation flow.

Advise the DP to please make sure all packages are delivered before leaving the property &  ask the DP WHY their deliveries are running late.

Fetch Delivery Partners are expected to deliver all batched packages. We want to give our residents excellent services and make sure they receive the packages they are expecting. 

Once you have advised the DP to continue delivering, please create a WH Task letting them know the DP's deliveries are running late & why.  

WH Task should include:
DP Name: 

BLOCK:

Issue/Why are deliveries running late?

This template can be found in Gladly the Gladly answer booklet under: DS Templates: WH TASKS. 

We will create a Late Arrival task for the WH and ask if the DP should return for their upcoming block or continue deliveries.

If the driver is running significantly behind and needs to forfeit the following block, they will be sacrificing pay unless they are running behind due to an issue that is not their fault  Always have the driver continue with deliveries until we hear back from the WH.

If the WH wants the driver to return the late packages, we will advise the driver to do so. This is the only time we would do this. Otherwise, we will encourage the driver to complete deliveries. Most residents would rather get their packages late than the next day or a couple of days!

 
DS agents may reference Gladly answer: FAQ- Will I Be Compensated For Delivering Late? & tailor the response to the conversation flow. 

Delivery Partners will be compensated their flat base rate for that block. All deliveries should be made with the scheduled delivery block.

 Delivery Partners may receive Extra Pay if they meet the following criteria:

Extra Pay Guidelines

1. Level 1 - Equal to $3 additional per hour

   1. [1-2 OVS AND 12+ PPH AND 2+ Buildings] OR 6+ OVS OR [10+ PPH AND 2+ OVS]

   2. 9+ PPH AND 2.5+ BPH

   3. [20+ PPH AND 3+ Buildings] OR 30+ PPH

   4. 14+ miles AND 10+ PPH

2. Level 2 - Equal to $6 additional per hour

   1. [3-5 OVS AND 12+ PPH AND 2+ Buildings] OR 10+ OVS OR [4+ OVS AND 12+ PPH]

   2. 10+ PPH AND 3+ BPH

   3. 25+ PPH AND 3+ Buildings

   4. 18+ miles AND 10+ PPH

3. Level 3 - Equal to $10 additional per hour

   1. [6+ OVS AND 10+ PPH AND 2+ Buildings] OR 15+ OVS

   2. 10+ PPH AND 4+ BPH

   3. 30+ PPH AND 2+ Buildings

   4. 25+ miles AND 10+ PPH

Glady Answers to Reference:
FAQ- Will I Be Compensated For Delivering Late?

Pay: What is extra pay

Reminders : Early or Late Deliveries