When something goes wrong on a delivery: a damaged item, a drop-off that didn't happen the way it should, you open an incident.
Routes you ran with your own in-house drivers don't take incidents
Where to open one
Open the delivery, click the ⋮ menu and select Report an incident. The same button sits inside the proof of delivery window, so you can open one straight from the photo that shows the problem.
When you can still report
The option stays open while the driver hasn't been paid for the route, and while the invoice for it is still within its review date. After that the delivery is settled and the option is gone, so open the incident as soon as you see the problem.
What the form asks
Describe what happened on the delivery, and attach a photo of the problem. And fill in what the damage cost you and the compensation you want for it. Compensation has a ceiling, and the form shows you the maximum for that delivery.
How compensation works
Compensation comes from the driver first, based on the agreement reached. If you bought cargo insurance for the delivery and the driver's share doesn't cover it, the insurance covers the rest, up to the maximum shown. Without insurance, the driver's share is all of it.
After you submit
Click Submit and the incident opens with a chat thread on it, which is where Metrobi replies. You can edit what you wrote from the same window.