Here are some general best practice tips you (or your substitute) may want to consider.
✏️ Delivery notes
Always check for any notes from the customer so that you (or your substitute) can provide them with the best service. The notes sometimes contain useful information, such as a safe place to leave the package.
📞 Phone
Ensure that your mobile number is the same one that you have registered with Stuart. If you need to update it, contact us at partners.london@stuart.com with the subject line "Change Phone Number".
Be available on the phone in case the customer needs to get in contact with you (or your substitute) about the delivery.
Having a portable charger with you (or your substitute) during deliveries is a great way to ensure your mobile is fully charged at all times.
🚚 Transport type
Ensure that the transport details we have are up-to-date. If you want to change your transport type, read more about this here.
🤝 Customer/client relations
Being polite and ensuring good communication (e.g. if you (or your substitute) have been delayed by traffic) helps ensure a great experience for everyone. If you (or your substitute) find yourself in a difficult situation, you (or your substitute) can contact the Support team to assist you further.
If you (or your substitute) experience an issue with staff at a pick-up location or an end-customer at a drop-off location, please report this here. We want you (or your substitute) to have a great experience delivering with us, and we take all reports seriously.
🍟 Picking up
At pick-up, make the client aware that you (or your substitute) are a Stuart courier collecting an order.
Please remember not to leave the pick-up location while you (or your substitute) are waiting for the order to be prepared. Don’t hesitate to ask once more if the package will be ready soon; sometimes an extra minute is all that’s needed!
If you (or your substitute) have waited for over 5 minutes and the order is not ready, you (or your substitute) have the option to self-cancel. More information on this here.
⏰ Experiencing delays
To provide the best service, contact Support when you (or your substitute) are experiencing severe delays (i.e. delays over 15 minutes) such as traffic, so that we know when to expect your (or your substitute's) arrival. Good communication is key!
Note: If you (or your substitute) receive a message regarding delays, please remember that each flagged delivery is manually reviewed by our Quality Team. Only frequent and consistent breaches of our terms will result in further action. More on this here.
🎒 Equipment
Having the correct branded equipment means that the client can provide you (or your substitute) with the order sooner as they can recognise you (or your substitute) as a Stuart courier. It also means that the package can be delivered in the most optimal condition ensuring customer satisfaction!
You (or your substitute) can also use your own equipment as long as it meets certain requirements.
📦 Damaged parcel
If your package has been damaged in transit, inform Support immediately with a clear photo of the item. They will be able to advise you (or your substitute) further and can arrange a return to the pick-up location if necessary.
🏡 Dropping off
Make sure you (or your substitute) check any customer notes before heading to the drop-off address.
You (or your substitute) can check this article to find out what to do if you (or your substitute) have issues at pick-up, such as being unable to find the customer or if the customer refuses the package.
If you (or your substitute) can’t find the customer, you (or your substitute) should attempt to call the customer 3 times via the app and wait at least 5 minutes before contacting Support via the chatbot. Please note, Support isn't able to help you (or your substitute) until these steps are completed.
Please do not attempt to return the item without contacting Support first.
Cancellations
Cancellations can delay an order so please avoid where possible. You (or your substitute) can learn more about self-cancellations here.
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