Embedded Files
Annoucements: Please use the Hand Off Channel to pass tickets :)
WMS Overview
How do I find the WH hours?
How do I find the WH hours?
Select the 'Warehouse' option on the menu in WMS then scroll and Click on the WH short code or search for the WH short code for faster results.
Click on the WH tab and search the WH facility code...
Once on the WH profile Scroll down until you see 'Standard Hours'
How do I find maps in the Fetch WMS?
How do I find maps in the Fetch WMS?
If a property is missing the map in Salesforce, we may check in the Fetch Platform as well.
On the left side select the Building tab
Type in the building shortcode where prompted
Select the building, this will take you to the Building Details pg
Scroll down until you see “Current Unit Map”
How do I add/update a DP in the Fetch WMS?
These instances will be escalated to Driver Ops however, if you receive permission to add a user you may follow these instructions:
To add a DP to the Fetch WMS hover over “Users” in the left column and select “Add user”
To add a DP to the Fetch WMS hover over “Users” in the left column and select “Add user”
Fill out the DPs information on the page that populates!
To edit a DP's existing account, go to the user's tab, search the driver and select the correct account.
Click into the account and edit any necessary fields.
What do I tell a DP who can not log in to their Fetch driver app? (password reset/Answer)
If a DP is unable to log in to their app please, follow these steps:
Find the Answer: App Issues: Password Reset (Wait to follow steps before sending)
Find the DP in the WMS under the ‘Users’ tab
Click ‘Edit’ > Click ‘Reset Password’
The temporary password is always Password123! (found in the answer)
Make sure they’re using the email associated with their account (the email in the system) & logging in through the web app first
Make sure the account is set to ‘Active’ in the system
Save the user’s page even if already ‘Active’
If we still can’t get them logged in, we can test their login with their email and temporary password in the incognito window to ensure they’re using the correct login information
Sometimes, it helps to reset their password from their account. When you log in you will immediately be prompted to reset the password. Reset it to Password123! And ask them to try logging in again with the same credentials.
How can I help a DP who delivered a package but is still showing as out for delivery (OFD)?
How can I help a DP who delivered a package but is still showing as out for delivery (OFD)?
This can occur due to connectivity issues. Ask if the driver can provide a Proof of Delivery photo. If so, we will create a task for CX Reach out and use the DS Template: Updated POD/POD Correction - Send to CX. Fill in all of the required so that CX could reach out to the resident and mark Delivered.
DS Agents should not be changing the status of the packages for any reason. CX will change the status of the package once it is confirmed with the resident if no POD is available.
If they cannot provide a POD, we can alert the warehouse and CX Reach out of the situation and the driver can continue delivering.
Are we able to reset packages?
Are we able to reset packages?
No. If a DP reaches out because they need to take another POD photo, please ask them to send you the photo followed by creating a task for CX Reach out with all of the information!📦
When do I provide an audit, override or validation code to a DP?
When do I provide an audit, override or validation code to a DP?
If a DP has a package that isn't in their batch, they would just need to enter it manually to deliver. Use the Batch Help: Scan-to-Deliver Won't Scan/ Manual Package Entry answer.
They would only need the audit code if they were missing a batched package or if the packages are showing not audited after the DP had already completed their batch audit at the WH. Only provide the audit code If the DP has ALREADY audited their packages. You can follow up with Glady answer Batch Help: 2nd Touch Batch Audit Help (send audit code)
We would want to clarify why they were missing the package and use the missing package protocol if necessary and also provide the code.
If it's because the WH didn't remove it from their batch we can go ahead and give them the audit code.
Batch Progress
Batch Progress
You can now see the batch progress for each WH/DP and each block. Go to the far left Batches drop-down> Batch Progress. This can be helpful in special occasions where you need to see a DP's progress while delivering and much more!
Where do I find an audit, override, or validation code?
Where do I find an audit, override, or validation code?
The Batch ID number is often referred to as the: audit, override or validation code. This can be found in the Fetch platform(WMS) by going to the “Batches” > searching the drivers name > finding the block > copying the corresponding batch ID number located on the far left
Make sure that when we are looking for this information, The appropriate WH is checked marked up top for accurate results!
How do I change/update my Warehouse in the WMS system?
How do I change/update my Warehouse in the WMS system?
To update the WH you are working on in the WMS system simply:
Login to WMS
Click your name in the top left corner
Select “Facility Settings”
Select the drop-down menu in the “Facility Settings” box and choose the relevant warehouse!
Make sure the “Printer” dropdown is updated as well
How do I change a delivery partner's facility location?
How do I change a delivery partner's facility location?
If a DP is active and ALREADY has a location assigned in the CRM then you are free to change the DP location yourself. Do so by searching the DP's name or email on the user tab > under the Driver assignment section use the drop-down arrows to assign the correct Market and WH.
Escalate to the Driver Ops inbox if the DP is not active OR does not have a location assigned at all.
Workforce Tab
How to Navigate the Block Schedule:
How to Navigate the Block Schedule:
Block Approvals: These are any blocks that are waiting to be approved. These can be found under the WFM tab.
No block should live under this tab for more than 24 hours. All blocks should be approved by the end of the workday 5 PM local time or by the next morning, 11 AM.
If a block is in the approvals list, any longer, please escalate to your lead for review.
Block Approvals: These are any blocks that are waiting to be approved. These can be found under the WFM tab.
No block should live under this tab for more than 24 hours. All blocks should be approved by the end of the workday 5 PM local time or by the next morning, 11 AM.
If a block is in the approvals list, any longer, please escalate to your lead for review.
Important Internal Note (Do Not Share Externally): If a DP completes 95% of their delivery, their block will go through the normal Daily Pay procedure at 11:59 PM. Driver Support cannot guarantee payment at any time, due to the system's automatic features within CRM/WFM.
Payment History
Payment History
Payment history will be found under the Workforce tab
How do I find a DP's Payment history?
Once on the Payment History tab, agents may search for a specific DP by entering the delivery partner's email or name under the 'Driver' tab.
Verify that you are looking at the correct driver by cross-referencing the facility that populates under the search results.
You may also click into the DP name to navigate to their user page and verify the DP that way.
Page updated
Report abuse