Solution: To explain what adjustments can be made and when to request them.
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Sometimes things change on the fly and if they do, you may be eligible to request additional compensation. To provide a consistent and fair approach, it's important that delivery professionals follow the steps below. Incomplete requests will be denied; please make sure you give us detailed and specific information.

Follow these steps on each request:

You’re eligible for an adjustment if an address changes at any point after you accept an order, whether it is the pickup or drop-off location. Submit an adjustment request once you complete the order. Please include the updated address and any other relevant information in your submission. If there were tolls incurred as a result of this change, please provide a picture of receipt or EZ Pass statement.

Tell us clearly how your route changed.

Return trips should be scheduled by contacting Dispatch support. If you are forced to return something outside of support hours please use the address change to request additional mileage.

At Pickup

Car, mid-sized, and pickup truck orders have a built-in load time of 10 minutes. For cargo vans, it's 15 minutes, box trucks 25 minutes. You can claim up to 20 minutes of wait time on the "Completed Order" screen, make sure you arrive on time and make accurate requests-locations are geo-stamped. Wait time at the pickup should be claimed in the app up to 30 minutes of load time at the pickup location. Click "submit reimbursement" to submit for reimbursement in the app.

If you experience a pickup delay over 30 minutes (e.g., material still being prepared or a loading dock being cleared), note the cause, the approving person’s name, and time. If no one is available, contact Dispatch Support. Wait times beyond 30 minutes require an additional adjustment ticket for approval, covering any overages beyond the initial 30-minute in-app reimbursement.
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Example: "Roger at loading dock asked me to wait an additional 30 minutes while product was wrapped for transport"

At Drop off

You can also request wait time at drop off if you encounter an unexpected delay, like waiting for heavy equipment or the arrival of a delivery contact required to receive. These requests should only be made for drop-offs that take more than 30 minutes due to an unforeseen delay. Delivery pros are paid to offload, and sometimes that can take 30 minutes or more to complete. You cannot request wait time for the time spent offloading.

Example: "New construction, road was blocked by crane, was told by site manager Paul to wait."

"Waiting for crew to offload battery, finished offloading panels at 7:45am"

Note: Never offload solar batteries by yourself. Contact your delivery contacts first, then Dispatch Support if no one is onsite to assist you or you expect a long wait.
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Overnight Hold

In some rare cases you may encounter a situation where a drop off is closed or receiver unavailable towards the end of the day. You may be asked to hold material overnight. In those cases you will be paid an overnight hold fee, with possible additional mileage. Make sure you arrive on time, if a delivery pro delay results in late delivery, overnight hold fees may not apply.

Make sure to give us your address to calculate mileage and give us a clear explanation of what led to the incomplete delivery.

Orders are placed with a weight entered by the customer. Compensation for unloading increases based on the weight of the load. The Weight Bonus covers labor of both loading and unloading the order. If you pickup an order that has a weight greater than what is listed by the customer, we can adjust to the correct weight for you. Please provide a Bill of Lading, Shipping Receipt, or any other documentation available including picture of delivery photo with details about the items delivered.

Dispatch recently launched new services to increase delivery pro earnings and better meet customer needs. If these items are NOT listed on your earnings for the order and you are requested by a delivery contact to complete the service, please reach out to Dispatch Support first. Please verify the name of the person making the request, and if possible provide photos.

Pallet and Packaging Removal

Pro was requested to take the pallet and packaging with them.

Inside Delivery/Inside Delivery-Room of Choice

Pro was requested to bring materials inside the home. Room of choice would involve the use of stairs or an elevator, may require multiple trips.

Paperwork

Pro may be asked to simply take a photo of a document signed by the receiver, or perhaps return a signed document to another location. If you are returning a document, you will be compensated for all mileage.

Look for add-on services when accepting the orders. For a full description of add-on services please view our support article.

All adjustments are reviewed by the Dispatch Support Team, typically within 24 hours, sometimes a bit longer. Remember to include as much detail as possible and any questions you have in your submission.