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property access issues
how do I manage general property access Issues?
how do I manage general property access Issues?
Check Salesforce and MAPP(Map in the APP)!
Verify the DP is at the correct location!
Ask if DP is using MAPP(Map in the
APP).Troubleshoot!!!
who do we reach out to?
who do we reach out to?
Issues with missing FOBs, possible late deliveries or returns?
Reach out to the Warehouse (WH)
Issues with access codes/links, elevators, Parking, or FOB not working?
Reach out to Client Success (CS)
Issues with pins or access info not showing up in the Interactive Map?
Reach out to Client Success (CS)
tasks to the warehouse team
tasks to the warehouse team
REACH OUT TEMPLATE:
HIGH PRIORITY - Access Issue
DP Name:
Batch or PID:
Issue details:
Action Needed:
task to the client success team
task to the client success team
REACH OUT TEMPLATE:
TITLE WITH ISSUE
Property:
Block:
Issues: Fob (Missing/broken), Keypad (Code failure/Keypad broken), Gate (Code failure/Gate broken), Elevator (Broken), Parking Issue, Information update request (Better map needed, photos needed etc.)
Steps Taken: Provide list of all steps taken to solve the access issue (reached out to previous DP, asked Dp to clear code & try again, requested video etc.)
Attach: Video(s)/Picture(s) obtained from DP when creating the task by clicking the paperclip in the top right corner
types of property access issues
access code issues
access code issues
These codes can be for LATCH, keypad, butterfly, gate, or touchpad codes
what should I do?
what should I do?
Ask the DP if they are using the Interactive Map (MAPP)(Map in the APP) in the Driver App
If not, direct them to the Interactive Map & send instructional video found in Gladly: Access Issues: Sending Property Information
Confirm address DP is at
Reference Salesforce to verify the DP is at the correct location
Request video of issue. Review it!
Troubleshoot with DP to try variation of code (ex: * before/after code) (3426/3824)
DS Agents should reference Gladly answer: Keypad Issue/Access Issue and tailor response if applicable
Create Gladly Task for Client Success (CS)
Relay any information from the CS team to DP
Check in with DP to see if they were able to access property
If DP could not gain access, SLA Operational Disruptions Log (Formerly PWI)
Update CS with the resolution
what should I do?
what should I do?
What should I do?
What should I do?
Reference Salesforce to verify the DP is at the correct location. Is there another way for them to access the property?
Reference answer, Access Issue: Missing FOB/FOB Not Working
Request video of the issue. Review the video!
Request photo of the serial number
Create Gladly Task for Client Success (CS)
Relay any updates to DP
Check-in with DP to see if they were able to access the property
If DP could not gain access, submit SLA Operational Disruptions Log (Formerly PWI)
Update CS with the resolution
FOB not working
FOB not working
These are when a FOB is not allowing access to the property!
FOB not given
FOB not given
These are when the Warehouse has failed to provide a FOB or if the DP forgot the fob at the warehouse.
what should I do?
what should I do?
Reference Salesforce and the Warehouse Summary (FOB’s at WH) to verify the DP is at the correct location and that a FOB is needed for access
You may reference Gladly answer: Access Issue: Missing FOB/FOB Not Working and tailor it to the conversation.
a. Ask the DP to return to the warehouse to retrieve the key fob
i. Inform the DP that their account or pay may be impacted if deliveries are not completed.
ii. Ask the DP why they do not have the fob.
Is there another DP at the property? Please be sure you are going into the WMS>Batches> Enter Building Shortcode & see who the previous DP was for that property that day
a. If not, we will reach out to the warehouse!
Create a Gladly Task for the Warehouse Team (WH), informing them the DP was not given a FOB, or if the DP will be returning to retrieve the FOB and fill out the Warehouse Communication Jotform
a. Relay any updates from the Warehouse Team.
b. Check in with DP to see if they were able to access the property
If the warehouse is closed or if DP refuses to return for the FOB, we should instruct the DP to return the packages to the warehouse after we’ve followed all of the troubleshooting steps.
a. If the warehouse does not have a drop box, please follow the Next Day return procedure.
b. Lastly, submit SLA Operational Disruptions Log for all unsuccessful deliveries.
Missing FOB Retrieval Reference Answers
Hi (Delivery Partner), we suggest returning to the warehouse to pick up the FOB so you can access the property.
Does not want to return to WH to pick up FOB
We understand this is frustrating. Please be advised that failure to complete delivery may impact your pay and account status, including your ability to claim future blocks. If you cannot pick up the FOB to complete the delivery, please return any undelivered packages to the warehouse.
Reminder- Delivery partners should exclusively utilize the access tools provided by Fetch to enter properties and should never follow residents inside
What should I do?
What should I do?
Reference Salesforce to verify the DP is at the correct location
Reference Gladly answer, Access Issue: Link Not Working and tailor response if applicable
Request video/screenshot of issue
Try it yourself! Does the link load? Select an entrance to open, do you get a check mark or an image of a lock unlocking? Are they at an entrance listed on the link?
Create Gladly Task for Client Success
Relay any information from the Warehouse to DP
Check-in with DP to see if they were able to deliver packages
If DP could not gain access, submit SLA Operational Disruptions Log (Formerly PWI)
Create Package Return WH Task
access link not working
access link not working
These will be when access links are not populating or opening doors/elevators/stair
parking issue
parking issue
These will be when a DP is unable to find parking at a property
what should I do?
what should I do?
Reference Salesforce to verify the DP is at the correct location
Request video of issue.
Do they have other properties to deliver to? Have them move on & come back.
If no, they will need to attempt to gain entry until the end of the block.
Create Gladly Task for Warehouse and Client Success
Relay any information from the Warehouse to DP
Check in with DP to see if they were able to deliver packages
If DP could not gain access, submit SLA Operational Disruptions Log (Formerly PWI)
Update WH with the resolution
what should I do?
what should I do?
Reference Salesforce to verify the DP is at the correct location
Request video of issue.
Send answers:
Reference Gladly answer: Access Issue: Elevators Down and tailor response if applicable
Ask DP to use another elevator/stairs.
Reference Gladly answer: Access Issue: Stuck in Elevator and tailor response if applicable
DP will need to call for help (911)
Create Gladly Task for Warehouse and Client Success
Relay any information from the Warehouse to DP
Check in with DP to see if they were able to deliver packages
If DP could not gain access, SLA Operational Disruptions (Formerly PWI)
Update WH with the resolution
elevator Issues
elevator Issues
These will be when access links are not populating or opening doors/elevators/stair
Obstacles Elevators/Parking/Construction/Etc.
Obstacles Elevators/Parking/Construction/Etc.
These will be when there are obstacles such as parking/elevator issues/construction at a property.
what should I do?
what should I do?
Reference Salesforce to verify the DP is at the correct location
Request a video of the issue.
Ask DP if there is an alternate entrance
Ask DP to use another elevator/stairs
Create Gladly Task for Warehouse and Client Success
Gladly Answer to reference: Access Issue: Elevators Down
Gladly Answer to reference: Access Issue: Stuck in Elevator
DP will need to call for help (911)
7. Relay any information from the Warehouse to DP
8. Check in with DP to see if they were able to deliver packages
If DP could not deliver, submit SLA Operational Disruptions Log
Common Questions
if a driver cannot access the property can they drop the packages off at the leasing office or in the mailroom?
if a driver cannot access the property can they drop the packages off at the leasing office or in the mailroom?
No. We will under no circumstance tell a driver to deliver packages to the leasing office or the mail room unless the AM or property notes say to do so.
The reason is Fetch’s business model is built to serve apartment complexes so that they do not have to store or handle packages themselves. To honor our contract with communities we will not deliver packages to leasing offices or mailrooms.
what should we do if a DP reaches out to let us know they delivered the packages in a common area (LO/Mailroom)?
what should we do if a DP reaches out to let us know they delivered the packages in a common area (LO/Mailroom)?
We should ask the DP to deliver the packages to the resident's door. Leaving the packages in an open/unattended area could leave the packages at risk of being stolen and it could also affect the status of their delivery partner account. If the DP refuses to do so, we should ask the DP to retrieve the packages and return them to the warehouse.
If the DP refuses to go back and retrieve the packages we should escalate the ticket to Tier 2 and tag/DM a lead.
if a DP cannot access the property, can we advise them to go to the leasing office for assistance or follow a resident in?
if a DP cannot access the property, can we advise them to go to the leasing office for assistance or follow a resident in?
No. We will under no circumstance tell a DP to go to the leasing office for access assistance or advise them to follow a resident in. DPs will only access properties using the access tools/codes provided to them by Fetch. Accessing a property any other way is prohibited.
what do I do if a driver reports the elevator at a property being down?
what do I do if a driver reports the elevator at a property being down?
Most of our properties have more than 1 elevator. Agents should pull the maps from Salesforce and let the driver know where each elevator is located and/or advise that they use the stairs until the end of the block.
Reference Gladly Answer Access Issue: Elevators Down and tailor response if applicable.
Create task for Client Success, assigning to PM | CS | Property Access
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