Update the Warehouse Team!

1. Make a task & assign it to "DS|OPS|
   (WH)"

   1. • Title: Late Arrival

      • DP Name

      • ETA to WH

      • Relevant Details

If the DP arrives within 15 minutes of the scheduled start time & doesn't receive a batch, the DP should receive OVERFILL pay.

If the DP arrives after 15 minutes of the scheduled start time & doesn't receive a batch, they will not receive payment!

1099 Delivery Partners:

• If a DP reaches out more than 6 hours, address the DP's concern directly, thank them for reaching out, advise the DP to cancel in-app, and provide those instructions that can be found using Gladly answer:  Scheduling: How to Cancel Blocks

• If a DP reaches out in less than 6 hours, address the DP's concern directly, thank them for reaching out, and educate the DP on our Late Cancelation Policy.
  
  Late Cancelation Policy: The cancelation policy for all warehouses will require a 6-hour notice for dropping a block. This means that delivery partners must drop their block 6 hours before the scheduled start time to avoid any violations on their account. 

🚨Please note, if  the DP is canceling a block with less than a 6-hour notice for whatever reason, the cancelation may affect their account & could result in an account violation.🚨

Warehouse Team: 

• If they were canceled more than 2 hours, advise the DP that their block was likely canceled due to low-volume and assure them that this is not a reflection of their performance or status with the company.  The DP will not be compensated Overfill Pay for blocks canceled more than 2 hours before the block start time. 

• If they were canceled in less than 2 hours, the DP should be compensated with Overfill Pay.   Advise DP block was canceled due to low volume  & that this is not a reflection of their performance but that they should receive a $15.00 Overfill Payment for this. 

No, in most cases, we do not need to create a WH Task for DP's canceling their block.  Once the DP cancels their block in-app the WH will be notified.  

Exception: 

YES, IF DP reaches out to let us know they are canceling, but the WH has already batched them, we should let the WH team know.  If they are batched, this means the WH team is expecting the DP, so we want to make sure we are giving them a heads-up so they may batch another DP ASAP.

If a  DP reports they are not seeing  blocks or they are having trouble claiming blocks we will  navigate to the WMS & ensure their account is  "Active" with  markets assigned.

Once we have confirmed DP is  "Active" with markets assigned  we will advise DP accordingly.  DS Agents should reassure the  DP their acount is properly set up and that this is not an  issue with  their app.

DS Agents should also advise DP's  that blocks are released on Thursdays between 10-11AM CST but that  when volume is low, blocks are high in demand and may be claimed very quickly.

DS Agents may reference the following Gladly answers and should tailor them to the DP's concern:

• Scheduling: When Are Blocks Released?

• Scheduling: No Blocks Available

Did they receive a Notification of an available block that is not there?

DS Agents should sympathize with the DP's concern; the DP is likely frustrated about not being able to claim blocks.  DS Agents should advise that notifications for available blocks are sent to all delivery Partners. The available blocks are claimed on a first-come, first-serve basis.

DS Agents may reference the following Gladly answers and should tailor them to the DP's concern:Scheduling: Notification Received/ No Block Available

DP's may become frustrated when they do not see available blocks. It is important not to rely solely on the answers provided above and to be able to answer any questions and concerns they may have using our own words to avoid being repetitive.

NCNS or Abandoned block Messaging:
Some violations are entered manually, which means the Warehouse Team will need to submit a jotform. 

1. Check the Engagement Tracker.

2. Check the Summary tab for manual violations.

3. Check the Automatic Violations tab for automatic violations.

ALL VIOLATION INQUIRIES WILL NEED TO BE ROUTED TO DRIVER OPS

Do you see their name or email?

• If yes, advise them that, Driver Ops will be able to better assist with this and will be in touch with them shortly, and route to Driver Ops 

• If no, inform the DP of the automated messages & that there isn't a violation on their account.

  • • • If they have more questions regarding violations, route them to Driver Ops 

Was the DP supposed to be paid OVERFILL?

• Check the WMS>Workforce>Pay History and  make sure payment is not pending 

• If  they do not have any pending payments for this, provide the Pay Correction Form to DP 

• If the WH was supposed receive Overfill & did not DS Agents may 
  fill out our Warehouse Communication Tracker!

If there is a known natural disaster, tropical storm, flooding, etc. The warehouse team will typically inform DS of service disruptions.

If the DP reaches out about working during inclement weather DS Agents should advise the DP we appreciate their concerns.  If the DP is uncomfortable working a block due to inclement weather, we will respect and acknowledge that as well as advise them to cancel their block in-app. 

DS Agents may reference Gladly Answer:  Scheduling: Weather Concerns- Block Cancellation and tailor their response

Note: If a DP cancels block due to safety concerns regarding weather, they are still subject to a Late Cancellation/NCNS violation.