Disposition Training

Problems?

No worries. We have the solution to many of the common problems listed:

What if your package isn't available at pickup? SEE REMOVE ORDER BELOW

What if a package is damaged?

What if the delivery address is wrong?

What if you can't access the address without a gate or access code?

What if the apt # is missing?

What if customer refuses order?

What if the business is closed?

What if the weather is bad?

What if you can't upload pictures, use the scan, or mark an order delivered?

REMOVE ORDER

Orders are to be REMOVED when you've arrived at pickup and your order is not available. Once you have thoroughly checked the area, you can remove the order. Make sure your pickup picture shows the quantity you picked up so it can be easily proven you did not leave with the order you 'removed' from the bundle. Immediately email support@pigeonship.com. Subject line: Order Number - Removed Order. Your 'removed' order will be cancelled by admin once email notification is received and verified. To get paid timely on your deliveries, any removed item needs to be processed through admin. Therefore, if you are diligent following instructions and notifying, it's likely the order can be processed before the end of your route avoiding delay in pay.

REMOVE ORDER SUMMARY:

• select REMOVE

• select reason and add any necessary notes

• ensure pickup picture includes package count

• email support@pigeonship.com

*** If you remove an order without notifying support@pigeonhship.com immediately and documenting/noting the situation, you will be fined 10% of the total Delivery Bundle Pay.

RETURN ORDER

An order should only be marked 'RETURNED' the moment it's decided that the order will be returned to the warehouse. This may be after multiple failed delivery attempts or when protocol for that specific type of delivered has been followed, and if no plan to successfully make the deliver seems plausible. Choosing RETURN simply marks and notes the delivery that it is being returned. The order stays in your Delivery Bundle until it is marked REMOVED at the warehouse. Never REMOVE an order until you are at the warehouse and protocol is followed.

Returning orders properly is extremely important. If the steps are not followed, a package can get lost very easily. Once it's determined you plan to RETURN the order, you should immediately select DELAYED and make note the order is being returned as seen in example A. Once you have actually returned the item to the pickup location, select REMOVE and complete the process as seen in example below. Always take picture of the returned item ONSITE so it's clear the item was returned. Next, email support@pigeonship.com: ORDER Number: RETURNED. In the same email you should request the item to be REMOVED.

Never RETURN an order unless you are onsite to the return address, you've contacted support@pigeonship.com, and you have properly noted within the mobile app.

Your returned order will be processed by admin once email notification is received and verified. To get paid timely on your deliveries, any returned item needs to be processed through admin. Therefore, if you are diligent following instructions and notifying, it's likely the order can be processed quickly avoiding much delay in pay.

RETURN ORDER SUMMARY:

• select RETURN

• select reason and add any necessary notes

• ensure drop picture includes package ONSITE

• email support@pigeonship.com

• support will REMOVE your order or possibly authorize you to REMOVE it yourself.

Delivery Attempt:

You should click the DELIVERY ATTEMPT disposition each time an attempt is made. Make sure you are on location when you click DELIVERY ATTEMPT since it geo-locates your position and proves you actually made the attempt. It's recommended you take a picture of the order on location as proof you made the attempt.

Often a DELIVERY ATTEMPT occurs when you arrive to discover the address is missing an apt number, or the business is closed.

Once attempted, note your plans to make another attempt. If you don't make a note, nobody will know when you plan to make the redelivery.

Depending on protocol for the specific order, you may need to make a re-delivery next day, however, unless no new information was provided that will facilitate a successful redelivery, there is no need to make a re-delivery. Example: if the order is missing a unit number, there is no reason to re-attempt unless the unit number has been updated.

Next, immediately email support@pigeonship.com, with subject: Order ID - Delivery Attempt

If it's a business, you can easily make the redelivery the next day during business hours. If the next day is Saturday/Sunday you'll need to wait until the next business day.

If you are missing important info about the address, such as an apt #, support@pigeonship.com will try and get the info you need to allow for a next day delivery or the info will likely be updated in your delivery notes before next day pickup.

If no additional info was gathered, you are to return the order to the original pickup address. To do this you will follow the RETURN disposition above.

MOBILE APP NOT FUNCTIONING

Although technology comes with 'bugs' and 'glitches', most mobile app issues are due to user error.

If you believe you have completed all the proper steps, but your mobile app is still not responding, the next step is to view your orders on your online pigeon dashboard. Often it's easier to see missing data quickly.

Common errors include trying to mark the status of an order before the previous status of the order has been updated. For example, you cannot mark an order DELIVERED, unless you have already marked the order as PICKED UP.

Often drivers are missing pictures, both pickup or drop off. If all the orders in your Delivery Bundles don't have a pickup picture and a drop off picture, you will not be able to close out the delivery and get paid.