proof of delivery

1. A DP will send POD(proof of delivery) photos when their original delivery photo was unclear or, in most cases, they misdelivered the package initially.  When a DP sends a POD, thank the DP and ask for the package ID and why they were unable to submit the POD during delivery.  DS Agents may reference Gladly answer: FAQ: Proof of Delivery Photo submission (POD) and tailor their response. 

   • If they are having issues scanning, instruct them to click 'enter QR Manually' at the bottom of the screen. The app will then request that they enter the package ID. Once they enter the package ID of the package that won't scan, they should be able to deliver as usual! DS Agents may reference Gladly answer:Batch Help: Scan-to-Deliver Won't Scan/ Manual Package Entry and tailor their response. 

2. If this is not the issue and they are experiencing app issues or correcting a misdelivery, make a task for CX|Reach Out, this task should include:

   • Fetch Code:

   • Resident Name:

   • PID:

   • Package Status:

   • Delivery Block:​​​​​

   • All POD photos
     
     

DS Agents may reference Gladly answer: DS Template: Updated POD/POD Correction - Send to CX

The POD does not include the unit number or all the packages.

1. Ask the DP to RETAKE the photo! Without good proof of delivery, Fetch is liable for reimbursement.

2. After DP sends a valid POD, remind the DP that we highly recommend taking extra proof of delivery photos if the delivery photo does not include the package ID and resident's unit nunber. 

3. DS Agents may reference Gladly answer: Reminders: Extra POD Photos and tailor their response. 

🌟WEEKEND EVENING PODS🌟

(If the Package is NOT marked Delivered in WMS)

Saturday PODs: If a DP sends in a POD for a package that was NOT marked as "Delivered" after 5:30PM CST please tag a Lead/Senior Agent in your CX Reachout POD Task
Sunday PODs: If a DP sends in a POD for a package that was NOT marked as "Delivered" after 4:30PM CST please tag a Lead/Senior Agent in your CX Reachout POD Task

If you get a POD submission for packages that the DP was unable to mark "Delivered" in the Driver App on Saturday or Sunday evening after these times please tag a DS Leads/Senior Agent! DS Leads/Senior Agent will go in & mark these packages Delivered!

When we create tasks for CX Reachout on POD’s we can close the driver conversation once we get all the information we need (PID’s and the reason why they could not submit the photos on the app).

The CX team will close out the task once they are done with it.

Whenever a driver reaches out to us with Proof of Delivery photos that need to be submitted we will create a task on the conversation and assign it to CX | Reach Out. This task should include:

• The PID

• Resident name

• User code 

• Block

• Status of package
  
  

DS Agents may reference: DS Template: Updated POD/POD Correction - Send to CX template in Gladly answers booklet!