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

violations & disputes

These notices serve as strong reminders for specific conduct or incidents that may lead to unsuccessful partnerships between Fetch and Delivery Partners.

Accrual of violations may lead to account deactivation.

Listed below are all the violations you may see within our Engagement Tracker Google sheet.

🚨ALL VIOLATIONS WILL BE HANDLED BY DRIVER OPS. 🚨

If a DP is inquiring on any violations, advise them that Driver Ops can better assist them on this and will follow up with them as soon as possible. Please reassign the conversation to "Driver Ops" once DP has been advised.

Deactivation/Violation Deep Dive Review

Reading DP Engagement Tracker

How do I check if a driver has received a violation?

DS Agents will reference the DP Engagement Tracker sheet. DS Agents will navigate to Automatic Violations, Summary, & Watchlist Master tabs within the sheet and hit CTRL+F(Windows)or Command+F(Mac) which will populate a search bar.

You will search the DP's name and/or email address in both the Summary & Automatic Violations tabs

Once you have searched the DP’s name/email address, you will use the up and down arrows circled below to scroll through each Engagement/Warning

🚨 Types of Violations 🚨

Early/Late Deliveries

This violation is issued to Delivery Partners who deliver less than 95% of their route on time (within the claimed delivery block)

Answers to reference when educating DP on why they received this violation:

Reminders: Early or Late Deliveries
Batch Help: Batch Size
Batch Help: Batch Load

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

Lost/Stolen Packages

This violation is issued for any Delivery Partner who loses or steals a package.

Answers to reference when educating DP on why they received this violation:

Violation Dispute: Misdelivery Package Information Request

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

Misdelivery

This violation is issued when a Delivery Partner delivers a package to the wrong unit or property.

Answers to use when educating DP on why they received this violation:

Violation Dispute: Misdelivery Package Information Request

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

Unreturned Package(s)

This violation is issued if a Delivery Partner fails to return a package that was not delivered, due to any reason, within an hour of the completion of their delivery window.

Answers to use when educating DP on why they received this violation:

Reminders : Returning Packages to WH

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

Incomplete Route

This violation is issued if a Delivery Partner fails to deliver all batched packages, for any reason, other than a documented inability to access a property

Answers to use when educating DP on why they received this violation:

Batch Help: Batch Size
Batch Help: Batch Load
Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

Refusal to Deliver

This violation is issued if a Delivery Partner refuses to deliver any packages that are batched to them (except for anything above 50 pounds).

Answers to use when educating DP on why they received this violation:

Batch Help: Batch Size
Batch Help: Batch Load
Will I Be Compensated For Delivering Late?

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

NCNS (No Call/No Show)

This violation is issued for any Delivery Partner who does not show up for a claimed block.

Answers to use when educating DP on why they received this violation:

FAQ: NCNS Policy Guidelines
FAQ: 6-hour Cancellation Policy

Late Cancellation

This violation is issued for any Delivery Partner who cancels their claimed delivery block within 2 hours of the start time.

Answers to use when educating DP on why they received this violation:

FAQ: NCNS Policy Guidelines
FAQ: 6-hour Cancellation Policy

Incident or Attitude

This violation is issued if a Delivery Partner is involved in an inappropriate incident, uses inappropriate language, or poses a threat to start an inappropriate incident with a resident, client, or Fetch Employee

Answers to use when educating DP on why they received this violation:

Deactivated: Not Eligible For Reactivation

Failure to Return Fob

This violation is issued for any Delivery Partner that fails to return a fob - to the warehouse - before the start of the next delivery window

Answers to use when educating DP on why they received this violation:

Reminders : Return the FOB

Please note that these answers may need to be tailored to the specific situation. Use your best judgment to use the most applicable answer and tailor your response accordingly. Please ensure you are using compliant language and staying within the Compliance Guidelines

🚨ALL VIOLATIONS WILL BE HANDLED BY DRIVER OPS. 🚨

🧑🏽‍💻 violations: what should I do? 🧑🏽‍💻

informing a DP of a violation

ONLY send information regarding:

Date of Block
Type of Engagement
VIolation Code

what should I do?

Check Engagement Tracker>Summary & Automatic Violations
Once you have confirmed the violation date and reason, educate the DP on why the violation was received
Reference Gladly answer: Violation Dispute (First Touch) and tailor the response accordingly.
If a Delivery Partner responds with a rebuttal, use this time to educate them on what has led to this happening.
We DO NOT copy & paste the notes, only summarize what information the warehouse has provided you with.
Reference Gladly answers for reminders, policies, & FAQs to educate DPs
If DP continues with pushback & would like to dispute their violation, provide them with the Dispute Jotform; this can be found in Gladly answer: Deactivated: Deactivation/Violation Dispute
Once DP submits dispute, it will come in as an email & route to Driver Ops. Driver Ops will investigate to determine if this will stand.
When to Escalate: to Leads:
- Retaliation by the warehouse
- Racism/Discrimination
- Deactivation/Violation is not listed in 1099 DP Deactivation Request or DP Engagement Tracker

For a more in-depth review, DS Agents may reference the Violation Deep Dive Review

Violation Disputes.pdf

violation disputes

An active DP has submitted the Dispute form & an email submission has been received in Gladly.

DP's have 7 days to dispute their violations!

Note: 90% of these violations will stand.

what should I do?

Review the information submitted in the email, DP’s will have 7 days to submit a dispute.
Reference the DP Engagement Tracker & Deactivation/Violation Deep Dive Review for violations & Gladly for supporting information.

1. - If the DP falls under these categories, their Violation will be indisputable
    1. Deactivated for 7 days or more, advise DP they have 7 days to submit disputes, after that the violation will stand.
    2. Reference: Deactivated: Deactivation/Violation Dispute after 7 Days and tailor response if needed
    3. Misdelivery - This violation will stand, even if the DP states this was corrected. If DP would like more information, advise them we do not retain this information for resident privacy. Reference Gladly answer: Violation Dispute: Misdelivery Package Information Request

3. Once the review has been completed, advise DP accordingly as well as update the Status Review tab within the DP Warning and Deactivation Disputes

1. - When to Escalate: to Leads:
    1. Retaliation by the warehouse
    2. Racism/Discrimination
    3. Deactivation/Violation is not listed in 1099 DP Deactivation Request or DP Engagement Tracker

violation under review

A DP has reached out requesting an update on an open dispute that is under review.

what should I do?

Check the Retractions Space in Google Chat by searching DP's name/email & check the Revoked Violations tab in the Engagement Tracker
Possible outcomes:
1. Violation has been revoked, advise DP their violation has been revoked and let them know why. Reference Gladly Answer: Violation Dispute: Revoked and tailor the response
2. If a dispute has not been updated in the Retractions Space and a DP is reaching out to dispute, you may proceed to revoke the violation as long as it meets the criteria. Please make sure to update the Retractions Space once a decision has been made.
3. If a DP reaches out about a dispute that Jenna is already looking into from the retractions space, you may reference Violation/Deactivation Dispute: (Under Review) and tailor the response. Create a reminder task to follow up once Jenna has updated the post.

IMPORTANT: Please ensure you are not sending Violation Dispute: (Under Review) unless you can confirm the Dispute has been actioned & is being reviewed. If this answer is sent without the Dispute being actioned, then it is not being reviewed.

Will DP be penalized for dropping/canceling their block?

If the DP drops their block with less than 6 hour notice, they will likely receive a Violation for NCNS or Late Cancellation. These violations are automatic or issued by the WH team.

Reference Gladly answers below and tailor the response accordingly:

FAQ- What Are The Repercussions If I Can't Make My Block?

FAQ: NCNS Policy Guidelines

FAQ: 6-hour Cancellation Policy

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