Why do I receive these messages?

We send you these messages to remind you of best practices and partnership terms.

When are messages sent?

  • 💬 SMS reminders: We send out text messages on a daily basis. You will receive this if there have been delays with any of your deliveries from the previous day.

  • ✉️ Email reminders: Emails go out on a weekly basis. You may receive occasional emails about the quality of your service.

What do reminder messages mean and how can I avoid these?

For top tips on improving your deliveries, refer to this page for best practices!

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

If you encounter anything that may possibly affect your delivery (e.g. traffic) then you should contact Support as soon as possible. Please note that our reminder messages are sent automatically. We do our best to avoid sending out reminders that may not be accurate.

Any inaccurate messages will not count towards your quality or performance history. Each flagged delivery is manually reviewed by our internal quality team before any further decision is made.

Am I at risk of having my account terminated?

Regularly receiving reminder messages may mean that your Partnership is reviewed manually, however, this does not necessarily mean that your account will be terminated. Any terminations will only be actioned upon a manual investigation to ensure accuracy. If you feel that this is inaccurate then you have a right to appeal by responding to the original email.

Why are partnerships terminated?

Couriers are investigated if they have been flagged on our systems. However, partnerships are only terminated when we have solid evidence of fraudulent behaviour. Please see below for why your partnership may be terminated.

What if I have a good CPS score?


Your CPS score is independent of this process and therefore a good CPS score does not guarantee that your account will not be terminated. The purpose of a CPS score is for couriers to track the quality of their deliveries every week. More about how your score is calculated can be found here.


Your Reminder message and what it means

If you have received a reminder message from our team then you may want to know more about what this means below.

Automated messages

Issue

What does this mean?

Example Reminder Message

Excessive Delays

A delay is when we have noted that the Estimated Time of Arrival at one point in your delivery has not been met.

Delays can be when:

It has taken longer than predicted for you to get to your drop-off or pick-up destination.

OR

It has taken longer than predicted for you to receive the item at collection/ hand over the item to the end customer.

Ensure that you are not detouring to prevent this from happening.

As this is an automated message, it is possible to receive this even though some delays can also be outside your control. If we feel this is the case then no further action will be taken.

Hi,

Over the last week (2021-08-10 - 2021-08-17) you have had a high number of deliveries flagged.

[Excessive Delays] 3 of your deliveries were flagged for excessive lateness. As a reminder, once you have accepted a delivery request, please make your way to the pick-up & drop-off without delay.

Please see this Help center article for more information: https://bit.ly/3vF1jrP

Please note that repeated breach of the General Conditions of Use may result in the termination of your account. Please note this behaviour amounts to a breach of your contractual requirements which may result in the termination of your account.

Any further action is always thoroughly checked manually by the team and everything is considered before making a decision.

GPS Blocking

We have been unable to determine a valid connection for your deliveries. Ensure that your location within the app is on at all times.

Further action is only taken after a manual review by the team.

Hi,

Over the last week (2021-08-10 - 2021-08-17) you have had a high number of deliveries flagged.

[Invalid GPS connection] 29 of your deliveries did not have a valid GPS connection on. Please ensure you have a valid GPS connection on your device while on a delivery and/or on slot.

Please see this Help center article for more information: https://bit.ly/3vF1jrP

Please note that repeated breach of the General Conditions of Use may result in the termination of your account. Please note this behaviour amounts to a breach of your contractual requirements which may result in the termination of your account.

Any further action is always thoroughly checked manually by the team and everything is considered before making a decision.

Cancellations

As this is an automated message, it is possible to receive this even though some cancellations can also be outside your control. If we feel this is the case after further investigation, then no further action will be taken.

Hi,

Over the last week (2021-08-10 - 2021-08-17) you have had a high number of deliveries flagged.

[Unusually high cancellation] 47 of your deliveries were cancelled, which is higher than usual.

Please see this Help center article for more information: https://bit.ly/3vF1jrP

Please note that repeated breach of the General Conditions of Use may result in the termination of your account. Please note this behaviour amounts to a breach of your contractual requirements which may result in the termination of your account.

Any further action is always thoroughly checked manually by the team and everything is considered before making a decision.

Wrong Transport Type

We suspect that you are using a different transport type than the one registered with us. Any transport type changes should be approved before use. Read more here.

Hi,

Over the last week (2021-08-10 - 2021-08-17) you have had a high number of deliveries flagged.

[Wrong Transport Type] You have been flagged as using the incorrect transport type. Keep in mind you can not use a different transport type to the one that is in your app.

Please see this Help center article for more information: https://bit.ly/3vF1jrP

Please note that repeated breach of the General Conditions of Use may result in the termination of your account. Please note this behaviour amounts to a breach of your contractual requirements which may result in the termination of your account.

Any further action is always thoroughly checked manually by the team and everything is considered before making a decision.

Reminder messages

These are the messages you are likely to get if one of your deliveries has been reported for the following issues:

Issue

What does this mean?

Example Reminder Message

Order missing

We have received reports from the client or customer stating that the goods were not delivered. Ensure that support is always contacted if you were unable to deliver the item. Returns are organised via support.

Wrong Transport Type

We have had a report that you are using a different transport type than the one registered with us. Any transport type changes should be approved before use. Read more here.

You have been flagged as using the incorrect transport type. Please request a transport change: https://bit.ly/2OWiQLN or revert back to your stated transport of choice and read this article from the Help Centre with instructions on how to change your transport type: https://bit.ly/30UhDXL Keep in mind you can not use a different transport type to the one that is in your app. Please be aware of using the wrong transport type is a material breach of clause 1.2 of Part II of the GCU, Choice of Method of Transport. This clause provides that you must register one Method of Transport to your account and ensure that you comply with all relevant legal requirements. Having a different Method of Transport means that Stuart cannot connect you with the correct Delivery Requests and could mean that you are not complying with the appropriate legal requirements. Please ensure you use the correct transport type or make a Transport change request. Failure to comply will be a breach of the platform terms and conditions and can result in the termination of partnership. If you have any questions, please let us know. Best, Stuart Operations.

Lacking mandatory equipment

Please ensure that you have the correct equipment on you at all times. Please see the requirements here.

Having the correct bag means that it is the right size and ensures food packages are being delivered at the correct temperature.

It has been brought to our attention that you are lacking mandatory equipment. It is now a legal requirement that all individuals entering a store have appropriate face masks due to Covid-19. Please ensure you wear a face mask when entering store to collect orders. If you have misplaced your equipment please refer to our Help Centre for more information about "Replacing your equipment". Not having the correct equipment means that you are providing your client with a poor service which will have a negative impact on your CPS and may affect your rewards. If you continue not to use the required equipment, this may amount to a material breach of this contractual requirement which may result in the termination of your account. Best, Stuart Quality Team

Excessive time to Pick Up /Drop Off

We have had a report that you have not turned up to pick-up or drop-off at the expected time. If you have a reason for being late to pick-up or drop-off then please inform support. You should not be de-touring whilst on a delivery.

It appears that you are regularly experiencing delays at collection or delivery without making contact with the Sender or Recipient. This means that you are providing your client with a poor service which will have a negative impact on your CPS and may affect your rewards. Information regarding delays is set out in clause 6.4.4 of the General Conditions of Use, Delivery Requirements. If you continue to regularly experience delays without making contact with the appropriate individual, this may amount to a material breach of this clause which may result in the termination of your account. Best, Stuart Operations

Order not delivered

We have received reports that the order was not delivered to the customer. If you have any issues with drop-off then please contact support who can assist you further. The package should always reach the end customer where possible.

The customer has contacted the client after not receiving the order. Therefore the client is unsatisfied with the service you have provided, Please be aware that failing to deliver an order correctly is a breach of our terms and conditions set out in the General Conditions of Use, Section 7.2.2. Please note that this may have a negative impact on your rewards and will have a negative impact on your CPS. If we continue to receive complaints this could result in a termination of partnership. Best, Stuart Quality Team.

Disrespectful to Client

We don’t tolerate rude or abusive behaviour toward our clients. If you receive this message we have evidence of unprofessional behaviour towards others.

Please follow this process if you have any issues with a client.

You have breached the terms and conditions set out in the General Conditions of Use by using disrespectful or abusive language towards a client. This behaviour is not tolerated as it breaches the clause 6.4.3 of the GCU, Delivery Requirements. This clause provides that you must act with professionalism, providing your client with a good service. Please note that this may have a negative impact on your rewards and will have a negative impact on your CPS. If we continue to receive complaints this could result in a termination of partnership. Best, Stuart Quality Team.

Offensive Language -Support Chat

We don’t tolerate rude or abusive behaviour toward our customer support teams. If you receive this message we have evidence of unprofessional behaviour towards others.

You have used disrespectful or abusive language towards the Stuart Support team via chat. This behaviour is not tolerated as it breaches clause 6.4.3 of the GCU, Delivery Requirements. This clause provides that you must act with professionalism. Please note this is serious misconduct and the breach of this contractual requirement which may result in the termination of your account. If we continue to receive complaints like this we may consider a review of our partnership with you. Best, Stuart Quality Team.

Package damaged at DO

The package was damaged enroute.

The order was damaged after pick up. Please appreciate that failing to deliver an order correctly is in breach of clause 6.4.3 of the GCU, Delivery Requirements. This clause provides that you must act with professionalism and carry out the Deliveries of Goods diligently, demonstrating the highest level of care; and act responsibly with both the Goods (ensuring that they are not damaged, destroyed, tampered with, stolen or lost) and your manner of driving. These standards are required by your clients to ensure that all deliveries can be made in the safest and most secure manner possible. Should this continue to be reported this may amount to a material breach of this contractual requirement which may result in the termination of your account. If you have any questions, please let us know. Best, Stuart Quality Team

Return Process - Not followed

We have had a report that you have not followed the correct process. Please read more on this process here to avoid this from happening again.

The correct returns process was not followed. The correct return process is set up to provide your customer with the best experience possible. The returns process is set out in clause 6.2.5 of the General Conditions of Use. Please follow the returns process closely. Repeated breach of our terms and conditions may result in your partnership with Stuart being reviewed.Best, Stuart Operations.

Refuses to update number

We have sent you a message because the number you have contacted us on does not match the one that is registered with us.The phone number should belong to you.

Please contact support if you need to update your number.

It appears that the number associated with your Stuart account is not the one you are using whilst on a Stuart job. Please keep in mind that it is important to update us with any changes to your contact details. It is essential that your number is correct in the system, so it can allow you to make calls to your clients and customers via the app whilst ensuring a level of security. Whilst your number is incorrect you are not able to do so which is a result of a poor service. You can update us with your changes by responding to this message. Please keep in mind that if your details are incorrect this may result in your account being suspended temporarily, so to ensure you clients are receiving the best service as per the Terms and Conditions. Best, Stuart Operations.

Order not collected - False Delivered

We have received a report that you have not collected the delivery. If you are unable to collect a delivery then please contact support who will be able to assist you further.

It has come to our attention that the job you have accepted is fraudulently being marked as picked and delivered. This behaviour is a material breach of clause 11 of Part II of the GCU, This clause provides that you must act in good faith and must not commit any fraud or dishonesty against the Company or any User. Should this type of behaviour continue the company will exercise it’s right to terminate the partnership. Best, Stuart Operations

Wrong transport

We suspect that you are using a different transport type than the one registered with us. Any transport type changes should be approved before use. Read more here.

Please request a transport change: https://bit.ly/2OWiQLN or revert back to your stated transport of choice and read this article from the Help Centre with instructions on how to change your transport type: https://bit.ly/30UhDXL Keep in mind you can not use a different transport type to the one that is in your app. Please be aware of using the wrong transport type is a material breach of clause 1.2 of Part II of the GCU, Choice of Method of Transport. This clause provides that you must register one Method of Transport to your account and ensure that you comply with all relevant legal requirements. Having a different Method of Transport means that Stuart cannot connect you with the correct Delivery Requests and could mean that you are not complying with the appropriate legal requirements. Please ensure you use the correct transport type or make a Transport change request. Failure to comply will be a breach of the platform terms and conditions and can result in the termination of partnership. If you have any questions, please let us know. Best, Stuart Operations.

Minimum Guarantee (MG) Fraud

We have noticed that you may be avoiding deliveries on slots by GPS blocking or excessive cancellations.

Please be reminded that during your slot your device must have a valid connection to the platform and be available to receive invites. We also recommend that you stay near the shops in your zone. Click here: https://bit.ly/3uwyIVs for more information on what to do if you are not receiving any delivery invitations. Intentionally manipulating location data is a material breach of clause 2 of the General Conditions of Use (“GCU”), Availability of the Independent Courier, which provides that you must keep geolocation activated and must not adopt any form of GPS blocking. In addition to this, clause 11 of Part II of the GCU, Specific guarantees of the Independent Courier provides that you must act in good faith and must not commit any fraud or dishonesty against the Company or any User. This clause further requires you to ensure that you use the app as set out in the GCU and the Company's processes and prohibits you from taking any steps to circumvent the Company’s processes or to influence your CPS score. Please note that your repeated breach of the GCU may result in the termination of your account. Best, Stuart Operations.

Return Order Abuse

You have repeatedly requested for return packages, we see a regular pattern in these requests which might suggest fraudulent behaviour for your own financial gain.

It has come to our attention that there is an unusually high amount of requests for return packages, we see a regular pattern in these requests which might suggest fraudulent behaviour for your own financial gain. For example:This behaviour is a material breach of clause 11 of Part II of the GCU, Specific guarantees of the Independent Courier. This clause provides that you must act in good faith and must not commit any fraud or dishonesty against the Company or any User. This clause further requires you to ensure that you use the app as set out in the GCU and the Company's processes and prohibits you from taking any steps to circumvent the Company’s processes. The clause further provides that any breach will allow the Company to your account with immediate effect. Failure to comply will be a breach of the platform Terms and Conditions and can result in the termination of partnership. Kind regards, Stuart Operations.

Incorrect POD

You have received this message if the instructions of proof of delivery have not been followed. Ensure that you are following steps 1-6 to avoid being messaged again.

It has come to our attention that you did not follow the platform proof of delivery process while conducting delivery. Please be reminded, If you have a delivery requiring POD (Proof of Delivery), you must follow these steps at the drop-off address. These steps ensure that the parcel is delivered safely. 1. When you reach the delivery address, start a chat with Support. 2. Select "I want to submit a Proof of Delivery". 3. Ask the end-customer to confirm their name. You should request to see photo ID (like a driving licence or passport) to confirm. 4. Submit a photo of the package with the door number visible and slightly open. Don't include the customer's face. 5. You should also submit the end-customer’s name. 6. Close the chat. The above processes must be followed to mark a package as delivered. It will be used as your POD to confirm you have delivered to the correct address or if a package cannot be located. Failing to follow the POD process can result in your Stuart account being flagged due to not meeting our quality standards. This will impact your CPS and lead to a termination of partnership if it happens multiple times.

Please see Stuart’s best practice tips here to reduce your chances of getting these messages.

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