When dealing with logistics, it's important to acknowledge that achieving 100% perfect deliveries is not always feasible. The market average for mistakes is over 5%, but by following best practices, some of our customers at Metrobi have significantly reduced their error rates and achieved less than 1% mistakes.
Why is this important?
As achieving 0% error is not realistically feasible, it is important to be prepared to handle emergencies and know what to do when things don't go as planned. If any kind of issue with your deliveries ever comes up, there are a few steps to tackle it.
1. Reach out to your Dedicated Support Representative
If you are in the support plan, you have a dedicated ops support representative looking after all of your deliveries and don’t need to experience any issues on your own. Just give him/her a call as soon as possible, and they’ll take care of the rest, so you don’t need to follow the further steps.
*Click here to learn more about it.
2. Reach out to the driver
You can find the driver's information on the delivery screen. Contact the driver right away to gain a better understanding of the situation, offer any assistance they may require, and work together to resolve the issue.
If the delivery has already finished, you can:
3. Create an incident
Click on the three dots located on your delivery, then select the "Report a problem" option from the list. Please provide a detailed explanation of what occurred, and our team will follow up on the situation as soon as possible.
4. Rate or ban the driver from your network
Go to the driver's page and ban the driver if you no longer wish to work with them. Additionally, please rate the driver so that we can receive your feedback and use it to improve our driver network.
5. Change the driver's payment
If they caused you to lose money or did not follow the delivery steps you provided, you have the option to modify their payment up to 72 hours after the delivery is completed. To do this, click on the three little dots on your delivery and select “Change driver's payment”.
All of these tools were designed to empower you with the ability to manage your deliveries and drivers in the most effective way possible. However, in logistics, it is inevitable to encounter 1% errors occasionally. However, we have all the necessary tools to handle such situations in the best way possible and prevent them from happening again.