Slot validation depends on the Golden Rules for Minimum Guarantee.
Your slot stats also affect your Client Performance Score.

⚠️ If you receive a slot invalidation SMS but you think your slot should be validated (e.g. you got a puncture which delayed you), please fill in this form within 24 hours of receiving the SMS. 

For more serious matters (e.g. accident), you can request slot validation within 48 hours.

You will be asked to provide:

  • Proof: do you have enough proof to support your validation request?
  • Ratio: am I asking for the correct ratio to be validated?

Proof

In all slot validation cases you will be asked to provide proof to support your request. 

Here is what we accept:

  • Photo of the tyre puncture
  • Bike shop receipt of tyre purchase / repair services provided (must show date and time)
  • Receipt from auto mechanic for the services provided (must show date and time)
  • Doctor's note (must show surgery name, GP name and signature and a date)
  • Hospital discharge letter (must show hospital name, have doctor's/nurse's signature and a date)
    Note: We do not accept an SSP form as proof due to Stuwies being self-employed.
  • Police report (if there was an accident or your vehicle got stolen).
  • Screenshots of the app / invalidation text messages
  • Please be sure to contact support in any case, so if needed, we can look back at the conversation.

Am I choosing the correct ratio?

In the form, you can request validation for: 

1️⃣ Area ratio
2️⃣ Acceptance ratio
3️⃣ Connection ratio
4️⃣ No-show ratio 

1️⃣ Area ratio


If your area ratio was affected, you will receive the following SMS the next day:

Your slot on 2019-11-25 from 10:30 to 13:30 is ineligible for Minimum Guarantee because you were on a job only 21% of the time you spent outside your allocated area of Westminster. Your CPS WILL BE affected.

This means you spent too much time outside your booked zone not on a delivery. Make sure you're inside the booked zone while waiting for delivery invitations.

💡Tip: The Stuart app's zone maps feature lets you see your zone in app so you know if you are in it or not! 

⚠️ Reminder: When you book back-to-back slots, it is your responsibility to make sure they are not too far from one another and that you can realistically be on time for the next one if you stayed close to your original zone.
   

2️⃣ Acceptance ratio

If your acceptance ratio was affected, you will receive the following SMS the next day:

Your slot on 2019-11-25 from 11:45 to 13:30 is ineligible for Minimum Guarantee because you missed 5 job requests. Your CPS WILL BE affected.

💡Tip: The Stuart app's auto-accept feature accepts all invites automatically! Turn it on to avoid missing job requests. 

⚠️ Reminder: You can only miss 1 invite per slot to validate it. 

👉 IMPORTANT 👈

Unauthorised cancellations will have a negative impact on your minimum guarantee eligibility as well as your CPS score. 

Cancellation requests for jobs that are within Pick-up and Drop-off limits count as an unauthorised request. Support will notify you at the time that the job you are requesting to cancel is an unauthorised request and your MG will be invalidated automatically. In this case, the next day you will receive an automated text message stating the slot is not eligible for MG. 

Please read here when you can cancel a job that you have already accepted.

3️⃣ Connection ratio

If your connection ratio was affected, you will receive the following SMS the next day:

Your slot on 2019-11-25 from 17:00 to 21:30 is ineligible for Minimum Guarantee because you missed 11 minute(s) more than the break allowance. Your CPS WILL BE affected. Remember you may only miss 6 min for each slot hour worked.

💡Tip: You can follow your connection history within the app, so make sure to check the log in and out times in every slot.

⚠️ Reminder: You have 6 min per hour to take a break (so if you had 2h slot, you can take a 12 min break) and break allowance does not carry over from one slot to another.

4️⃣ No-show ratio

If you do not show up for a booked slot, you will receive one of the following messages the next day:

Your slot on 2019-11-25 from 13:30 to 16:00 is ineligible for Minimum Guarantee because you were only inside your allocated area of Leeds Headingley for 0% of the time you were not on a job. Your CPS WILL BE affected.

Your slot on 2019-11-25 from 18:00 to 20:30 is ineligible for Minimum Guarantee because you missed 99 minute(s) more than the break allowance. Your CPS WILL BE affected.

This means you spent 100% of the slot time not in your booked zone, nor on another delivery. Or - you were online for less than 50% of the slot time.

💡Tip: Check the zone maps for your city here before you start your slot!

⚠️ Reminder: If you cannot attend a slot, either cancel or swap your slot with another Stuwie. You can cancel a slot on Staffomatic up to 24 hours before the slot - if it's less than 24 hours til the slot, swap it. 

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