Misdelivery Standard
Given the impact of misdeliveries on the customer, excessive misdeliveries could lead to restricted access to the Veho platform. These guidelines will clarify how we define misdeliveries and what we consider excessive.
We understand that mistakes can happen and some delivery locations can be more difficult than others. We also want to make sure we’re creating the best experience for the customers receiving the packages. It’s important to place each package as accurately as possible and correct the delivery if you learn the package is incorrectly placed.
What is a misdelivery?
A package is considered misdelivered when it is lost, damaged, or delivered to the wrong location.
How many misdeliveries can I make?
We understand that even when trying your best that mistakes happen. It is recommended to limit misdeliveries to fewer than 3 packages for every 250 delivered and that you attempt to correct misdeliveries when they do occur.
How can I avoid misdeliveries?
We recommend reading the Delivery Issues & Questions in the Driver Help Center to understand how to best address common delivery issues that could lead to a misdelivery.
What if it was not my fault that I misdelivered a package?
We understand there are many factors that might cause a misdelivery. Rare mistakes should not lead to restricted access to the platform
What are some tips to avoid misdeliveries?
Double check the address and instructions: Before delivering, take the time to double check on your Driver App that you’re on the correct street and at the correct house or apartment number. Also check for specific instructions such as a building code or specific drop-off location.
Take a break: Data shows that misdeliveries are more likely to occur late in a driver’s route or when drivers take multiple routes in the same day. So make sure to take a break to recharge before you begin your second route.
Don’t guess: If you’re confused at a stop, rather than guessing what to do next, top drivers tell us they take the following steps to resolve this confusion:
Check the customer instructions provided in the Driver App
Contact Support
Call the Customer (if provided in Driver App)
Take clear photos: Using the proof-of-delivery feature on your app, take a clear photo of where you left the package. This helps customers and the Veho support team problem-solve a missed delivery.
Pay it forward.
If a customer’s address or instructions are incomplete, confusing or even incorrect, let our Support Team know! This really helps other drivers successfully deliver in the future.
Additional Help Articles
Communicating with Consumer / Support
Following Delivery Instructions
Have more questions? Reach out to support@shipveho.com