The ‘Do Not Leave’ delivery procedure is as follows:

Fetch couriers are to deliver packages to the residents, and then sign them out as ‘Fetch + the unit number.' When delivering to a DNL resident, we encourage you to explain that we are not gathering personal signatures at this time for hygienic purposes. These deliveries are still secure deliveries, and packages are only to be signed out when the resident has received the delivery.

The ‘Leave’ delivery procedure is as follows:

Fetch couriers are to take a photo of the package ID and unit number first, leave the packages at the door and then knock on the door before leaving. For any improper sign-outs, we recommend texting Courier Support with: an update on what happened, an updated proof of delivery photo, a photo of the unit and package ID for any packages that would not fit in the original photo.

Fob Photos
Couriers are to send Courier Support a photo of the fob back in the lock box for each property with a fob, regardless of whether or not it was used. Fobs are to be returned and these photos are to be sent within the scheduled window. We recommend the text to include the photo, property name and window. If you have any issues entering a property, as always, Courier Support is here for you. Feel free to reach out to Courier Support (support number located in the Fetch Courier App) or talk to the on-site Warehouse Team before your scheduled window if you have any questions or concerns!

You can start claiming windows as soon as you receive the Deputy invitation from Fetch! New windows are posted every Wednesday around 3 pm!

What delivery windows does Fetch offer?

Monday - Friday: 12-2 pm, 4-6pm, 6-8 pm & 8-10pm

Saturday: 12-2 pm & 4-6 pm (6-8pm at some warehouse locations)

Sunday: 2-4 pm (& 4-6 pm at some warehouse locations)

How do I pick up a delivery window to work?

When the schedule is released, you’ll receive an email notification, a text notification, and a push notification on your mobile device from the Deputy app. Available windows are listed on the 'Available Shifts' page in Deputy.

On the 'Available Shifts' page, you’ll see a full list of available windows to claim. We highly recommend checking the 'Shift Details' section of the window post.

The 'Shift Details' section includes the window date, time & warehouse name. In the notes section, you can find the warehouse address. You can claim the delivery window by tapping 'Claim Shift.'

*Couriers are responsible for the windows they claim*

The most successful couriers pay close attention to the warehouse address and window times & only claim windows they are able to work!

What if I can’t make my scheduled delivery window?

The recommended steps are as follows:

• Go to the Deputy News Feed and make a post requesting coverage.

• Once coverage is found, go to the 'Upcoming Shifts' page to select the window you need to drop.

• At the bottom of that page, tap 'Can’t Work.'

• You will be prompted to open up this window.

• Select the courier who said they would work it in the Deputy News Feed. You will also be given the option to select multiple couriers individually and offer it up that way too.

Once another courier has claimed the offered window, it will be removed from your schedule.

Each courier is listed alphabetically, so you'll need to scroll through the list to find who you're looking for.

What can I do to be successful at claiming windows?

Check your notifications!

Be ready to grab windows on Wednesdays at 3 pm when the schedule is released.

Choose windows and warehouse locations that work well with your primary schedule.

Check the Deputy News Feed for opened windows, responses to your posts & Fetch updates. Keep Courier Support in the loop & give adequate notice when opening up a window to other couriers.

Reach out to Courier Support if you have any questions!

Your base hourly rate can be found within your consulting agreement and contract paperwork. Opsrecruiting@fetchpackage.com is the go-to for any pay rate specifics already approved by the warehouse staff as well as any contract status inquiries.

Fridays are cash money!

You'll be paid every Friday through direct deposit. If you are not set up with direct deposit, a check will be mailed out to you on Friday.

What do Friday paychecks include?

Paid weekly on Fridays is payment for the windows worked from Sunday - Saturday the week prior. Included is payment for each full window worked, regardless of the amount of time it took you to deliver.

How do I set up direct deposit?

You can set up direct deposit through your Rippling account! You'll use the login credentials that you set up during the on boarding process.

What else can I find in my Rippling account?

You can find pay stubs and tax form information!

What does Fetch provide if they're in stock?

An identifier! Fetch provides a vest, lanyard or t-shirt.

PPE by request: A mask or gloves

Guidance! We're here for you.

What am I expected to provide?

Fetch Couriers are to use their own gas, vehicles and tools to carry out the job laid out in the courier contract and community guidelines.

What should I keep a lookout for in the Fetch Courier App while delivering?

• Packages building up in your Queue! Often when you are in low-service buildings, your packages won't process through the system (and in turn, notify the resident). To ensure the resident is notified of their delivery, it's important to check your queue and refresh your batch when you have service!

• Make sure you're updated to the latest version of the app!

• If anything is affecting your app progress or you run across anything that could affect your deliveries, it is recommended to reach out to Courier Support immediately!

How do I refresh my batch?

To refresh your batch, pull down the main screen when you're in 'My Deliveries!'

To refresh your queue, click the button (with 3 dots and 3 lines) at the bottom right-hand side of the 'My Deliveries' page. This page will show you all package progress for that day & which packages have failed to load. Then click the blue curved arrow icon in the bottom right-hand corner to prompt a "Batch Reload!"

How often should I refresh my batch & why?

It is recommended to refresh as much as you can! Refresh as soon as you get to your first property to ensure everything in your batch matches what is in your hands. Refresh after you have completed deliveries at each property to update your delivered packages into the system!

Often your progress isn't updated to the Fetch system unless the batch is refreshed! This could show a package being late when you really delivered it within the window. You may be asked to refresh your batch when changes have been made to it or when progress isn't reflected. Changes made to a batch can include but aren't limited to:

• package additions

• package removals

• resident reschedules made during the window (couriers will be notified of this by Courier Support)

What else can I find in the app?

1. Most locations have property maps! Hit the 3 dots on the top right corner of your screen to view the property map

2. Google Maps! The Google Maps will direct you to each property location

3. One more time: Support! Courier Support is there to help you through delivery details!

Courier Support will be working with you, the Warehouse Team & Customer Support Team to work through any situations that arise! These could include but aren't limited to:

Late Delivery Estimates

Requests for Delivery Help

Friendly Reminders

Resident Updates & Requests

Package Information

Package Investigations

I have leftover packages. What do I do?

Any leftover 'Do Not Leave' or rescheduled packages are to be returned to the warehouse within your scheduled window!

When is it recommended that I clock in and out?

Clocking in:

As soon as you arrive at the warehouse!

Clocking out:

When you have wrapped up all of your deliveries for the day (including returning any twice attempted DNL packages or rescheduled packages to the warehouse within the scheduled window)

If you realize that you’ve forgotten to clock in or out, please notify Courier Support!

*Fetch couriers will be paid for the full window, no matter how long it takes to deliver. Any fraudulent clock-in times will be considered time theft.*

When should you take a photo instead of a signature for a 'Do Not Leave' resident?

When Courier Support reaches out because a Do Not Leave resident has requested to have their package(s) left at the door.

Our most successful couriers never go into the leasing office and instead, refer to the property map or contact Courier Support if they have any questions!

What do I do when my batch doesn't reflect what I have?

Refresh your batch for any late package add-ons! If this doesn't help, notify Courier Support with the package information. They'll work with the Warehouse and Customer Support Teams to help troubleshoot with you.

In the meantime, it may be beneficial to:

• Sweep your car for packages

• Retrace your steps

• No luck? Update Courier Support once more & continue your routes by un-checking the packages you don't have when delivering

There’s a note on the resident’s door. Should I follow it?

If it's a knocking preference, please do!

If it is for anything else, we highly recommend notifying Courier Support before following those instructions. Each property is different, so the CS Team can point you in the right direction.

Whoops! I’ve made a mistake. What do I do?

Notify Courier Support! They’ll help you troubleshoot that issue and notify all parties affected. If you accidentally signed a package out or use the wrong photo, it is recommended that you update Support immediately with notice of the situation as well as the proper proof of delivery photo.

I have just arrived to the property. What do I deliver first?

Our most successful couriers review their batch load, map out which route would be most efficient, and take into account both "Leave" and "Do Not Leave" packages.

Depending on your batch, it can be helpful to:

Attempt "Do Not Leave" packages first. This way, if you don't catch the residents, "Leave" packages can be delivered before attempting DNL's again in 30 minutes.

Leave the property after the 1st attempt, deliver to another property, and then come back for the 2nd attempt.

You can also use the filter feature to your advantage & filter your packages by:

• floor number

• unit number

• package preference (Leave vs. Do Not Leave)

• try again units

• returns

Do I have to knock?

Yes! Unless there is a sticky note on the package(s) or the resident's door, a knock is an integral part of providing Fetch services.

Do I ask residents for their ID?

ID checks are only required when you know you're delivering tobacco or alcohol products or for any outside of unit delivery. For outside of unit delivery (when the resident is not at their door), the proof of delivery photo is to be of their ID. Otherwise, no ID check is needed!

Fetch seeks to provide top tier service for their residents. You may be requested to accommodate resident requests. The work that you provide is a crucial part of the overall service, and we appreciate you!!

The Operations Recruiting Team

They handle courier onboarding & offboarding and answer any market-specific payment questions. You can reach them at opsrecruiting@fetchpackage.com

The Courier Support Team

The Courier Support Team is here to guide you through delivery details as they work closely with the Warehouse and Customer Support Teams to help expedite package deliveries. They may reach out to you to request changes to deliveries, send property information, a friendly reminder or to see if you’re doing okay. On the same note, if you have any questions, you can reach them at (512) 456-3092 or couriersupport@fetchpackage.com.

The Warehouse Team

They’re in charge of scheduling, time-sheets, batching & running the warehouse day to day. Feel free to reach out to them upon arrival to your claimed windows if you have any questions!

The Deputy News Feed

The News Feed is there for you to communicate with the warehouse team, other couriers and to receive Fetch updates!