If an item is damaged while in transit or during drop-off, the incident will be reviewed to understand what occurred.
In some cases, drivers may be held responsible for the damage, and payment for the delivery may be temporarily suspended while the investigation is ongoing. Any outcome will be determined and communicated once the review process has been completed in line with Sherpa's policies.
Please note that this also applies to items that have been deemed missing or lost.
Will I get paid if I damage an item during delivery?
Depending on the situation, we may not pay you for the delivery and you may be asked to cover the costs for the damaged item.
Depending on the situation, we may not pay you for the delivery and you may be asked to cover the costs for the damaged item.
What happens if I tampered with the item's packaging and it got damaged?
If you tampered with the item's packaging and the item got damaged as a result, you will be held liable for the damages to the item.
How can I reduce my liability for damaged items?
You can reduce your liability by getting transit insurance. We recommend all drivers research transit insurance to see if it is suitable for their business needs.
If you have damaged an item, do not complete the delivery. Contact us as soon as possible via the live chat in the Sherpa Driver app or call us and explain what happened. We will call the client and see what they would like to do.
Steps to take in the Sherpa Driver App
Follow these steps when encountering a problem with a delivery:
Open the job details screen and tap on the (...) action menu/icon.
- Select Delivery Issues from the menu.
- Select Item(s) lost or damaged.
- Contact support.
Tips for Smooth Deliveries
To minimise delivery issues:
- Communicate with Sender, Recipients, or Support: Don’t hesitate to reach out if you need assistance.
- Handle Items with Care: Secure packages properly in your vehicle to prevent damage.
Important Notes
Always prioritise safety and adhere to road rules. If a situation feels unsafe, do not proceed and contact support immediately.