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Reminder messages

What do they look like and mean?

Updated over a week ago

On this page:

  • What are reminder messages?

  • What do they look like?

  • How can I avoid them?

  • Reminder message examples

  • FAQs

    • Am I at risk of having my partnership terminated?

    • I feel like the reminders aren’t taking into account external factors beyond my control

What are reminder messages?

Reminder messages are sent by email every Tuesday to any courier who has been flagged on our systems for carrying out potentially fraudulent behaviour. They are designed to remind you of our terms and conditions.

You might also receive a reminder message via the app or via email (on any day of the week) if a client or support agent reports to Stuart that you have carried out fraudulent behaviour. Before you receive one of these messages, the Stuart Operations team investigates the claim and will only send a message if there is enough evidence to support the claim.

Please note that if you have unsubscribed from emails from Stuart, you might not receive these emails.

What do they look like?

On Tuesdays, you might receive a Weekly Flagged Deliveries email:

...and an in-app notification:

On other days of the week, you might receive an in-app message as below, if a client or support agent has reported fraudulent behaviour:

How can I avoid them?

Follow these tips to make sure you are following best practice, and make sure you are aware of our terms and conditions.

Reminder message examples

The table below shows you what each type of reminder means:

Weekly Flagged Deliveries

Type

What does it mean?

Unusually high cancellation

“A number of your deliveries were cancelled, which is higher than usual.” We flag cancelled deliveries which result in a cancellation fee being paid.

Excessive Delays

“We noticed you were late to arrive at the pick-up or drop off for a number of deliveries.” We flag deliveries that were delayed due to excessive route deviations. We do not include wait time at pick-up in these calculations.

Invalid GPS connection

“Unusual GPS activity. Your device must be on and have a valid connection to the platform during your deliveries.” This means you have not been providing an accurate GPS signal to the Stuart application during your trips to the pick-up and drop-off locations. Make sure you don't close your Stuart application, turn on airplane or power save mode on, or switch your device off.

Waiting at drop-off

“We noticed you were waiting a long time at the drop-off for a number of deliveries.” Often delays can be outside of your control, so please contact our Support team if you face issues in your journey and remember to mark the order as delivered.

Waiting at pick-up

“We noticed you were waiting a long time at the pick-up for a number of deliveries.” This means a number of your deliveries were flagged for unusually high waiting time at pick-up locations, resulting in additional fees being paid.

Wrong Transport Type

“We have noticed that you are delivering on a transport type different to the one in your app.” How to change your transport type, can be found - here

Client or support reported:

Essential equipment

Over the last week, it has been flagged to us that you have not been using appropriate equipment.

Excessive time to pick-up or drop-off

Over the last week, our systems have flagged that you have been experiencing excessive delays at Pick Up or Drop off.

Missing orders

Over the last week, our systems have flagged that a customer has contacted a client after not receiving their order(s).

Disrespectful to client

Over the last week, our systems have flagged that you have displayed unacceptable and unprofessional behaviour towards your client while on delivery.

Offensive language towards support

Over the last week, our systems have flagged that you have been using inappropriate language towards the Stuart Support team via chat.

Package damaged at drop-off

Over the last week, our systems have flagged that a package was damaged at drop off.

Return process not followed

Over the last week, our systems have flagged that you have not been following the correct return process.

Refusal to update mobile number

Over the last week, our systems have flagged that you have not updated your number.

Order not collective - false delivered

Over the last week, our systems have flagged that a job you have accepted is fraudulently being marked as picked and delivered.

Wrong transport type

Over the last week, our systems have flagged that you have been using a different transport type than the one registered.

Return order abuse

Over the last week, our systems have flagged a fraudulent return.

Incorrect POD

Over the last week, our systems have flagged an incorrect proof of delivery (POD).

GPS spoofing

Over the last week, our systems have flagged that you have been showing unusual GPS activity.

FAQs

  • Am I at risk of having my partnership terminated?

    • Partnerships are only terminated when we have strong evidence of a pattern of fraudulent activity that breaches our terms and conditions. We also do not terminate accounts based on issues outside of your control. If you believe your account has been unfairly terminated, you can fill out a Termination Appeal Form.

  • I feel like the reminders aren’t taking into account external factors beyond my control

    • If you encounter anything that might affect your delivery (e.g. traffic, extreme weather), please let Support know as soon as possible. Our reminder messages are sent automatically and we do our best to avoid sending reminders that may not be accurate. Any inaccurate messages will not count towards a partnership termination decision.


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