Business Deliveries:
-identify them before pickup
-mark them for drivers
Processing orders:
bundle
Print delivery detail page
Auto email notification sent to admin upon any mark disposition other than delivered. Email should include the following data
SUBJECT: ‘status’ order ref 1, order ref 2, order ID
time stamp
Location
Ref #s
Note should be highlighted
Direct link
Driver name and number
Email should state the following:
Hi SDM,
The following order, if resolved within 24 hours can be redelivered rather than returned.
The issue is: “status”.
Feel free to reach out to customer, reply with further instructions.
Drivers arrive at 1pm and leave at 2pm-
-make sure their account is set up
-have them complete online test
-quick reference sheet
-what to do if:
app crash
-business
-business Friday
-how to know it’s a business
-Wrong address
- no address
-missing unit number
-no access
-common errors
- transit button
- return
- remove
-provide route
What to do and expect when an order is updated with unit number etc..
ps will immediately reach out to get more info the moment ps is notified. Sooner the better. You’ll get notified immediately. If it’s next day and you make the delivery the route gets closed and pay returns to total. If no update is made within 24 hours you notify support, return it to warehouse, and support will mark it so you get paid remaining bundle amount.
Example how to close out a route:
20 deliveries
Missed 2:15pm, by 2:20pm email support
Wrong addrss 5:15pm, by 5:20pm email support
Support will resolve each within 4 hours.
How to contact support:
New Canadian number - prompt
Penalty Box
-late pickup
-late delivery
-no pic
-no scan
-no support email notification
Keeping Orders:
Communication:
No authorization given unless support is notified.
Telling Aman is not authorization
Requesting Support upload:
A $5 fee for each pic sent to support to upload is applied in addition to others fees incurred.
Actions affect:
show effect of late delivery at night
Mark delivered prematurely
Return and Remove
No communication
Feedback:
-Show examples
Pay
Payment is available upon completion of tomorrow’s route, assuming route is complete and closed.
you’ll want to tidy up your route and have it delivered by end of day.
-pay amount is assumed all deliveries are completed on time. Ex: 20 orders for $100.
orders not marked delivered on time are automatically penalized 10%. Even if 1 order isn’t delivered on time, the entire bundle is penalized.
If an order delay is due to missing info, and that info is communicated properly via training protocol, penalty is reversed once delivery is made or admin has instructed what to do.
QUICK GUIDE REFERENCE PAGE
*TIP*
Communication is KEY! Always communicate clearly to SUPPORT by email, text, or call. Most issues arise due to poor communication between drivers and SUPPORT.
Support Email: support@pigeonship.com
Phone/Text: 647-797-1995.
Save both support email and phone as PigeonShip Driver Support in your mobile device.
Before delivering:
Review your orders for notes potentially recorded regarding business deliveries and plan accordingly
Review your order notes for previously attempted deliveries and missing unit #'s, codes, access and more. If no updated information has been recorded, email support@pigeonship.com and simply don't attempt the delivery.
Don't:
MARK an order RETURNED or REMOVED. NEVER!
Forget to have all orders updated properly in mobile app by 9pm.
To email support immediately when encountering a delivery issue. support@pigeonship.com
Exchange orders with other drivers unless properly documented via mobile app.
NEVER mark an order DELIVERED that is not delivered! NEVER
NEVER deliver an order late unless written permission is given.
NEVER drop off a package without 1 - scanning, and 2- verifying address
What to do if:
App not working:
log into your account admin.pigeonship.ca on your web browser to view orders
use web browser account to mark the dispositions to keep current
take pictures with your phone, then upload to web browser
Missing unit #, access code, or other address info:
MARK order as DELIVERY ATTEMPTED
NOTE the specific issue
Immediately notify support@pigeonship.com with Order ID in subject line. Support will confirm receipt of email.
Check response to email and follow instructions. If none are given, take the order back to warehouse next day. Once at warehouse, take picture, upload, then notify support item is returned to warehouse. Support will verify picture and support will MARK order RETURNED.
Business Delivery Attempt:
MARK order as DELIVERY ATTEMPTED
NOTE the specific issue and indicate when you plan to redeliver.
Write on label: BUSINESS DELIVERY
Immediately notify support@pigeonship.com with Order ID in subject line. Support will confirm receipt of email.
Secure the package properly for redelivery next day. Once delivered, MARK order as DELIVERED.
If first attempt is Friday, and the business will be closed Saturday and Sunday, return order to warehouse the following day and place in the BUSINESS REDELIVERY section.
Once returned, take picture, upload, and notify support by responding to the same email thread.