Driver Support - Pick up, Delivery, Drop Off

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

Pickup, Delivery, Drop Off/Package Return to WH

can a DP pick up two batches at once? Can a DP pick up their batch and deliver early?

If a DP asks to pick up two batches at the same time we can verify with the warehouse if both will be ready for them. If so, it is okay for drivers to pick up two batches at once as long as:

All of the packages fit in their vehicle

The DP does NOT deliver any packages outside of the assigned window.

Can a DP pick up their batch and deliver early?

DPs must deliver all packages within the scheduled delivery window even if they pick up their batch early. They may not start deliveries early.

DS agents may reference: Reminders : Early or Late Deliveries and tailor it to the conversation flow.

can a DP take their significant other, friend, child or guest with them during deliveries?

Any individual that has not been onboarded as a Fetch Delivery Partner, but is delivering with a Fetch DP is considered an unauthorized passenger. This includes spouses, children, friends, etc. For liability purposes, we highly advise against drivers bringing guests along on delivery routes.

Ds agents may reference: Reminders : FAQ: Guests During Deliveries and tailor it to the conversation flow.

can DP deliver alcohol?

The vendor is responsible for verifying the buyer is over 21, the DP and Fetch will not take responsibility. We will ask the driver to get a signature when possible, but we do not currently require alcohol deliveries to be DNL(Do Not Leave)/SR(Signature Required) packages. They can be left at the door(LAD) if necessary.

do we alert the warehouse when DPs are returning packages?

YES. If a DP is returning a package please create a task for the WH using Gladly template: DS Templates: WH TASKS>Package Return/Package Pick Up Request , and include:

the DP name
block
and reason for return
along with any actions taken if applicable.

If DP is returning entire Batch please complete Disruption Jotform

DPs must return all undeliverable packages to the warehouse ASAP, preferably during/right after their delivery block and no later than 11 am the following morning. DPs will return packages to the WH shelf or the WH DB(Dropbox) if one is available. You may check the WH Summary or scroll to the bottom of this page for WH DB Info. Send all DB info(including photos). DPs must take a picture and send it to DS for all package returns.

Ds agents may reference:

Reminders: Package Return
Access Issues: Package Return (No Dropbox)
Access Issues: Package Return(Dropbox)

and tailor these to the conversation flow.
What do I do if a DP refuses to return packages?
Remind DPs that they may be held accountable for their refusal to return the package. Ask them again when they will be able to return, we will need the package no later than the following morning the package went OFD. If the DP still refuses DS agents will escalate the conversation to team leads.

Dropboxes are on the Warehouse summary & at the bottom of this page

what do I do if the DP is stating that the package is damaged, open, or item missing from package?🙈

Ask the DP if they are still able to deliver the package. Report the situation to the warehouse. We will still deliver the package. So the resident can file a claim with the original vendor!

DS agents may reference Active Delivery: Damaged Package and tailor it to the conversation flow.
Request documentation (photos/videos)
Create a WH & CX Reach Out task alerting both teams of the situation & be sure you have attached the documentation DP provided
You may find Task Templates in: DS Templates: CS & CX TASKS(For CX Reach Out) & DS Templates: WH TASKS(For WH task)

which warehouses have a dropbox?

Please reference the: Warehouse Summary Guide or scroll to the bottom of this page when helping DP manage late-night package returns. The Warehouse Summary Guide includes a Dropbox Status, Dropbox Location, and Dropbox Photos. You can also scroll to the bottom of this page and select the WH you need DB (Dropbox) info for.

If the warehouse does not have a Dropbox you may reference these Glady Answers:

Access Issues: Package Return(Dropbox)

Access Issues: Package Return (No Dropbox)

and tailor it to the conversation flow.

We will NEVER advise DPs to leave packages outside of the dropbox. If the packages do not fit or if the WH does not have a dropbox, we will advise DP to to return packages the following day by 11AM

Photos of WH Dropboxes & Entrances Below :)

what do I do if a resident hands a DP a package to return?

When DP reaches out saying the resident gave them a package to return:
- DS agents may reference DS : Resident Return Hand-off - First Touch and tailor it to the conversation flow.
Use a photo of Fetch sticker, including PID, to confirm it’s a Fetch package
Reference DS : Resident Return Hand-off - Second Touch answer and tailor it to the conversation flow.
If the DP does not know why the package is being returned
- Create CX task to request a reach out to the resident for information on why the package was returned
- Assign to CX - Reachout inbox
Create task for WH letting them know the DP is returning a package -
- Assign to corresponding WH inbox
- Include information from CX/DP on why the package is being returned
Once proof of return photo is received, fill out Package Pickup Payout Jotform
If it is not a Fetch package:
- You may reference DS : Resident Return Hand-off - Not a Fetch Package answer to ask the DP to return the package to the resident (We will not accept NON -FETCH Packages).
  
  SOP: DS Resident Hand-off Procedure

what steps do i need to follow when advising a DP to return packages?

Step 1: Driver Support Agent will reference the Warehouse Summary - Driver Ops to see if the warehouse the Delivery Partner is working with has an after-hours dropbox for return packages. If yes, proceed to step two. If no, proceed to step three.

Step 2: If the warehouse has an after-hours dropbox, the Driver Support Agent will send the following answer and a photo of the warehouse’s dropbox:

DS agents may reference: Access Issues: Package Return(Dropbox) and tailor it to the conversation flow.

Step 3: If the warehouse does not have an after-hours dropbox, the Driver Support Agent may refernce: Access Issues: Package Return (No Dropbox) and tailor it to the conversation flow.

Package Return Procedure (Driver Support)

what should I do if a DP cannot fit packages in the return bin or mentions they cannot return the packages the next day?

A DS agent should always ask the DP if they can return the packages the next day by 11 AM.

Check the WH - Summary sheet under the Dropbox tab for more info on each WH.

IF the DP gives push back about this, we will offer $15 for the DP to return these the next day. This is only when:

There is no more space or lock code is not working
There is no drop box at the WH
The package is large and does not fit in the bin
It is a whole batch that won't all fit in the bin

DS agent will follow the Next-Day Return Payout Procedure & also considering the Package Return Procedure

warehouse Photos (dropboxes, entrances, loading docks, etc.)

✨photos in the dropdown menu for each WH✨

ATL1

ATL1- No longer has after hours dropbox

DAL4

DAL4- Entrances & Dropboxes (Dropbox located in the back of warehouse, but residents that walk by places trash into the box. Would like a more secure dropbox.)

HOU3

HOU3- (We have too many neighbors throwing trash inside the bins. So we brought the drop box in for now. Please be sure to have packages returned by 11 AM the next day.)

PHX2

PHX2- ENTRANCES & NO PACKAGE DROPBOX(Return by 11 AM the next day)

FOB DROPBOX(Fob box located at the front door). X

ATL2

ATL2- Front & Back Entrances, Dropbox (Chained to the back steps. Lock code is 3824)

DAL5

DAL5- Entrances & Dropbox (2 small return bins located under the stairs in the back of the warehouse.)

HOU4

HOU4- ENTRANCES & DROPBOX (Located behind the WH was between loading docks 2 & 3.)

RDU1

RDU1-ENTRANCES & DROPBOXES(Large fetch branded dropbox to the right of the stairs in front of the building, to the left of the leftmost dock door.)

ATL3

ATL3 Front/Back Entrances & Dropbox

DCA1

DCA1- Entrances & Dropbox (Located next to front door)

JAX1

JAX1- ENTRANCES & DROPBOX (Located next to the front door of the warehouse )

SAT1

SAT1- ENTRANCES/NO DROPBOX(Return by 11 AM the next day)

ATX1

ATX- Front & Back Entrance, Dropbox(Located at the base of the stairs outside suite 106 near loading ramp at dock door 5)

DCA2

DCA2- Entrances & Dropbox (Located in front of building)

MCI1

MCI1- ENTRANCES & DROPBOX (Located next to stairs by the DP entrance)

SEA1

SEA1-ENTRANCES/NO DROPBOX(Return by 11 AM the next day)

ATX2

ATX2-Front & Back Entrance/Dropbox (Located in the front next to door.)

DEN1

DEN1- Entrances & Dropbox (Located at back entrance )

MCO1

MCO1- ENTRANCES & DROPBOX (Located In front of our main entrance.)

SFO1

SFO1- WH PHOTOS

ATX3

ATX3- Front & Back Entrances/Dropbox (Located in the front next to door.)

DEN2

DEN2- Currently does not have an after hours dropbox

MIA1

MIA1- ENTRANCES & DROPOX

SLC1

SLC1- ENTRANCES & DROPBOX(Located next to the front door.)

BNA1

BNA1- Entrances & Dropbox (Located directly to the left of entrence to the doc door the DPs use when picking up a batch.)

FLL1

FLL1- Entrances & Dropbox (Located in the main entrance, next to the stairs, DP could locate the Dropbox with the QR code to next to it to make the returns)

MSP1

MSP1- ENTRANCE & DROPBOX (Located in front of the main WH entrance door)

TPA1

TPA1- ENTRANCES & DROPBOXES

CHS1

CHS1- Entrances & Dropbox (Located directly behind the warehouse, it is a dark brown box about waist high. FOB Drop box is on the wall behind the package drop box as seen in photo.)

FTW1

FTW1- Entrances & Dropbox (Located in front of building)

ORD1

ORD1- ENTRANCES/NO DROPBOX(Return by 11 AM the next day)

CLT1

CLT1- Entrances & Dropbox

FTW2

FTW2- ENTRANCES & DROPBOX (Located in front of building)

PBI1

PBI1- ENTRANCES & DROPBOX(Located next to the front door.)

DAL2

DAL2- Entrances & Dropbox (There is a drop box in the back next to the back door, right ramp. No QR code is present. Will attempt to put another one with lamination on it. Would like a more secure box.)

HOU1