Admins/Dispatchers BE SURE to READ ALL Order info including pick up and drop off times, pick up and drop off notes, add-on (if any), and service levels (asap, expedited, standard, same day, multi-stop - you can review the service levels definitions article in the bottom right message icon - Click help > Dispatch Third Party Courier Resources > Dispatch Service Levels)

When driver assigning be sure the driver has the capability (correct vehicle type / add-ons) and available schedule to successfully complete the order with the times our customers are requesting the order to be completed. Driver whereabouts are critical for successful order assigning.

Drivers are required to update their progress with accurate swipes at multiple points during the orders duration. Swipe when at pick up, departed pickup, arrived at drop off, and complete the delivery with a picture and or signature from the consignee.

Professionalism:

Dispatch network represents friendly, reliable, and courteous customer service and communication. When communicating with customers, customer contacts, and Dispatch representatives, we expect you to be responsible, respectful, and friendly. Take care of our customers’ property by leaving no damage or litter. Communicate proactively with Dispatch when things go wrong (or when questions arise). Consistently perform the expectations of the delivery. Deliveries may be to active job sites or other customers, so it’s important to wear presentable and appropriate attire (e.g., closed-toe shoes) to best handle all kinds of deliveries you may take.

Order expectations:

Once you claim a Dispatch order, it is critical to double-check all the details and the notes of the customer requests. You are expected to drive in the exact vehicle requested with the requested accessories and clear cargo space for the delivery. Please follow all loading/unloading instructions. Drivers are expected to confidently secure the load, provide the customer with proof of delivery photos at all locations, and attain a receipt by name. Releasing scheduled orders within 2 hours of pickup twice within 7 days will result in a violation. Requesting a higher payout from customers after claiming an order is also subject to disciplinary action.

Safety:

Safety is important to your success with Dispatch. Following safety protocols such as securing cargo in your vehicle, proper dress like closed toed shoes, getting help when offloading heavy materials, and following your local traffic laws are some ways to ensure a safe delivery for yourself and the customer. Contact Dispatch Support if you have any concerns about completing an order safely.

Communication: (Extremely important)

When you’re on the road with an order, things come up. Order isn’t ready yet, the customer is asking you to add materials or assist with labor you weren’t prepared to do, or you miss a stop in a multi-stop order. We get it; many unforeseen circumstances can complicate the order. In these circumstances, please contact us before contacting the customer. EVERY DRIVER WHO PARTICIPATES IN DISPATCH ORDERS MUST ANSWER OUR OUTREACH. IF YOUR COMPANY HAS A DIFFERENT METHOD OF COMMUNICATION, WE NEED TO BE NOTIFIED ON THE PROPER WAY TO COMMUNICATE. Communication is critical for all parties who are involved.

Dispatch Driver Violations:

These Community Guidelines outline our commitment to a respectful, positive, and transparent experience on the Dispatch platform. Failure to follow these guidelines will result in a documented violation plus a potential temporary or permanent removal from the Dispatch platform.