When unexpected challenges arise, it becomes crucial to acknowledge errors and work on a plan to compensate all parties for any resulting damage. With that in mind, we let our customers change the driver's payment up to 72 hours after the delivery is completed.
Why is this important?
Modifying a driver's payment serves as a significant step in compensating you for any damages caused by the lack of attention during the delivery. However, it's essential to approach this carefully. Drastic reductions may lead to the loss of a valuable driver, while insufficient adjustments may fail to convey the significance of the situation.
1. Find out what happened
Delivery issues happen daily, and it's important to understand what happened prior to making any kind of change. Anything from issues with the labels or the wrong address to the lack of the driver's attention during the delivery could generate a problem. Finding out what the real cause of the issue is is a very important step toward resolution.
2. Figure out exactly how much it cost you
Consider the example where a product was sold for $100 but only costs $50 to prepare. The deduction from the driver's payment should always align with the actual cost rather than the full selling price.
3. Change the driver's payment
Having pinpointed the precise amount to be deducted from the driver's payment, you may now open your dashboard and utilize the highlighted button on the screenshot below to implement the necessary adjustments.
By following these steps, you ensure a fair and equitable resolution to the situation, fostering a positive resolution for all parties involved.
Example:
One of the Metrobi partners recently had a delivery, and unfortunately, two of the stops were misdelivered. Upon realizing the mistake, the driver promptly returned and corrected the mistake. However, as the products were hot meals, the delay had already affected their quality.
The partner acknowledged that the driver is generally reliable and punctual and expressed a desire to continue working with him. However, the partner felt the need to address the issue with compensation.
To compensate the customers for the inconvenience of the late food deliveries, the partner decided to deduct $40 for each affected order. While this amount did not fully cover the price if the customers were to purchase the items again, it accounted for the cost incurred in preparing the meals.
After the change, the driver acknowledged the importance of being more attentive to prevent such errors in the future, the customers were satisfied with the compensation for the delayed food, and the Metrobi partner experienced no financial loss in this resolution.