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

WH reach outs & lingo

The driver support team is the liaison for communication between the warehouse team & 1099 delivery partners. This means that we will make & receive tasks to/from specific facilities regarding scheduling, batching, & deliveries.

what requests will the WH send DS?

Package Return Request- Reference Gladly: WH Request: Package Return Request
Sending Property Information to DP: Gladly Reference: Access Issues: Sending Property Information (tailor to request).
Why Were Your Deliveries Early/Late Inquiry. Reference Gladly: WH Request: Early/Late Deliveries (tailor to request).
ETA to WH: (we will only reach out within 15 minutes of the block start time). Gladly Reference: WH Request: ETA(tailor to request).
Obtaining Information Requests. Gladly Reference: WH Request: Obtaining Information(tailor to request).
FOB Missing Inquiry. Gladly Reference: WH Request: FOB Missing (tailor to request).
Batch Change Due to Late or No Arrival. Gladly Reference: WH Request: Batch Change Due to Late or No Arrival (tailor to request).
No Delivery Attempt/Checking In Inquiry. Gladly Reference: WH Request: No Delivery Attempt/Checking In(tailor to request).
WH has Missing Batched Package. Gladly Reference: WH Request: WH has missing batched package (tailor to request).
WH does not have Missing Batched Package. Gladly Referenece: WH Request: WH does not have missing batched package(tailor to request).
Missing Package - With Another Driver. Gladly Reference: WH Request: Missing Package - With Another Driver(tailor to request).
Coverage Needed. Gladly Reference: WH Request: Coverage Needed(tailor to request).

what wh requests will ds not action?

Block Confirmations- Confirmations are now part of an automated process. We will no longer reach out to Delivery Partners to confirm any blocks.
Block Cancellations- Cancellations should be completed by the warehouse if a DP is no longer needed. We will not reach out for these types of requests! Once a block is cancelled, the DP will be notified via SMS or through the app.
Package/FOB Pickups (These need to be coordinated with CX/CS)

Reference DS Templates: WH Task Responses!

when does DS reach out to the WH?

Late Deliveries – After you have created the WH Task, submit the SLA Jotform
Package/Batch Returns – After you have created the WH Task, submit the SLA Jotform
FOB Not Given – Advise the Delivery Partner to return to the warehouse to retrieve the FOB, create the WH Task, and submit the Warehouse Communications Jotform
Elevator Down – If deliveries will be delayed, create the WH Task first, then submit the SLA Jotform
Incomplete Delivery – If packages were not returned due to TOW, boot, or theft, create the WH Task, then submit the SLA Jotform
Cancelled Block After Being Batched – This is when a Delivery Partner cancels their block after being assigned a batch, typically within an hour of the block start time. Document accordingly
Missing Batched Package- If a DP reports they are missing a package from their batch.
Late Arrivals to Blocks - Provide DP updates in real-time for open task
DP ETAs -Provide DP updates in real-time for open task

helpful documents, excels, learning & links

warehouse lingo

SBTR

SBTR stands for “Set Back To Received”. “Received” is a status that packages are set to once they have been labeled and shelved at a Fetch warehouse. “Set Back To Received” means this package was moved to a different status such as “Out For Delivery” but was returned so it needs to be set back to received in order to be rescheduled

do not leave (DNL)

DNL or Signature Required is a request submitted by residents when they do not want their package being left at their door. For Signature Required residents, delivery partners are to gather a signature once the resident answers the door unless specifically told a Signature is Not Required by the resident.

Our policy is to never leave a package unattended unless specifically requested by the resident. Drivers are to set the package down, knock on the door, step 6-feet away and wait until the resident opens the door to grab their package. Afterward, drivers are to sign out the package as 'Fetch+unit number'.

If the resident doesn't answer after the two attempts (10 minutes apart), drivers are to bring any leftover package(s) back to the warehouse within the scheduled window.

If a Signature Not Required versus Signature Required situation is ever up for debate, you can use the Fetch Platform under users to reference a possible mid-window delivery preference switch. On the platform, you can see if a resident changed their delivery preference after the packages were already batched

Relevant Answer: Reminders : 'SR' Protocol

ETO, ETT

ETO: Exception tried once means the driver attempted to deliver a “signature required” package once.

ETT: Exception tried twice means they tried to deliver the package twice as per the signature required protocol.

backup

No one should tell a delivery partner they are "backups" ; this is something we are working with WHs on.

If a delivery partner reaches out to complain about showing up to the WH and not receiving work we will:

Double-check they were scheduled
Always advise them that they will be compensated with Overfill pay if they met the criteria for Overfill
We will explain to the delivery partner that there was not enough volume and apologize for the inconvenience.
Let them know we will report their concerns, then document it in the Driver Feedback sheet for future review

warehouse tasks

what do I do?

Route the task to YOURSELF!
Edit the task to include the information from the jotform email.
Say "On it" and route the task to the WH.
1. - EX: DS|OPS|HOU1
Reach out to the DP using the corresponding reach outs found in the Gladly Answer sheet
1. - We will always send 2 SMS messages (15 minutes apart) and 1 phone call for active deliveries!
    1. - If it is 30 minutes past the delivery block timeframe, we will NOT call the DP.

5. Update the task with any updates from the DP or DS actions.
6. IF the DP says they will follow up, create a task for yourself with a due date set for one hour later. This will remind you to check back in if the DP hasn’t followed up by then. You may close the conversation in the meantime and reopen it when it’s time to follow up. .

⬅️actioning tasks from the WH

Since the WH Team uses DS to communicate with DPs. It's important to action these tasks within 5 minutes of them routing to your queue!

block confirmations

Auto-Block Confirmations

DP responds to an automated confirmation message, yes or no:
1. - Respond to DP, "Thank you for confirming.
    1. If DP advises, "NO" we just recommend they cancel their block. Gladly Reference: Scheduling: How to Cancel Blocks
  - Post DP Response in Mass Block Network Confirmation Space using this template;
    1. DP Email
    2. DP's Market & Response

Examples Below:

when can I close out of warehouse tasks?

We will NEVER close out of tasks from the Warehouse, you can close out of any conversation after 30 minutes to 1 hour of no response. Be sure to select the correct topic(s) and leave detailed notes!

creating tasks/responding to the WH

The WH Team is unable to read conversations in Gladly! It's important to include only relevant information in the tasks. We will NEVER copy & paste a DP's response, we will ALWAYS filter the responses!
Please use appropriate templates in Gladly when creating a task. DS Templates: WH TASKS

what do I put in the task?

DS Template: WH Reachout

Title of Issue
DP Name
Block Time
Relevant Details
Any photos/videos received

what gladly answers do we have for WH requests?

We have several answers pre-made to ensure we can action all tasks quickly & efficiently. If these do not meet the specific ask, you may slightly edit, if you ever have questions please reach out to our DS Questions Channel or a Lead/Senior Agent!
You may view all Gladly answers in the Gladly Answers and Keywords Sheet.

WH Request: Package Return Request
1. - This will ask the DP about a package that is showing OFD after their delivery block timeframe
WH Request: Sending Property Information
1. - This will be used as a template to provide property information from Salesforce & direct them to use Map in the App.
WH Request: Early/Late Deliveries
1. - This will ask the DP to avoid early/late deliveries to ensure resident/customer satisfaction.
WH Request: ETA
1. - This will ask for the estimated time of arrival at a warehouse for a scheduled delivery block
WH Request: Claiming Block at Distant Warehouses/Can You Open Up?
1. - This will inform the DP that they scheduled at a distant WH to ensure there wasn't a mistake
WH Request: Did You Mean To Claim This Block
1. - This will inform the DP they have scheduled a block at a WH that normally does not deliver with, to ensure there wasn't a mistake
WH Request: Obtaining Information
1. - This will ask the DP to elaborate on events that occurred during their delivery block(s)
WH Request: FOB Missing
1. - This will inform the DP a FOB is misplaced & ask if they have it in their possession.
WH Request: Batch Change Due to Late or No Arrival
1. - This will inform the DP their scheduled delivery block has been removed.
WH Request: No Delivery Attempt/Checking In
1. - This will ask the DP for a delivery progress update
WH Request: WH has missing batched package
1. - This will inform the DP that their missing batched package is at the WH
WH Request: WH does not have missing batched package
1. - This will inform the DP that their missing batched package is not at the WH
WH Request: Missing Package - With Another Driver
1. - This will inform the DP that their missing batched package is with another driver.
WH Request: Available for XL?
1. - This will ask the DP if they are available to take on an XL delivery block (this will include OVS packages)
WH Request: Coverage Needed
1. - This will ask the DP if they are available to deliver due to a shortage of drivers on the schedule

compensation for delivery partners

what answers do we have to help us communicate our guidelines to DP's?

DS agents may reference Glady answers and tailor the response to the situation. It is CRUCIAL that we address the DP directly and personalize these responses when applicable.

Scheduling: Why We Canceled Your Block
FAQ: Will I Be Compensated For Delivering Late?

when should DP's be compensated?

You can also check out these helpful documents: Block Status Changes and/or WFM Cheat Sheet!

When their Batch Size is over the “normal” amount. (See Batch Size Criteria)
- - Extra Pay
When they are delivering late due to Access Issues or being batched late
- - Surge Pay (internal term)
When they arrive to the warehouse on time or no later than 15 minutes after the start time
- - Overfill Pay
When Fetch cancels their window with a 2hr or less notice
- - Overfill Pay

common questions

when should I tag a lead/senior agent for assistance?

You have questions about actioning a task that is not found in our CKB
You see the warehouse mention "police report"
You see the warehouse states, "We don't know where the FOB is"
- - Be sure to fill out the Warehouse Communication Tracker jotform!
If there is a miscommunication with one of the Warehouse Team Members
If the warehouse deactivated a delivery partner without a jotform.

what should we do if the WH is asking DS to coordinate a pickup with a DP?

We should ask the warehouse to coordinate with CX or CS depending on the location for pickup.

Resident door- CX
LO/Mailroom- CS

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