What should I do if the customer or recipient is not aware of my arrival and acts rudely?
If you arrive at a pick-up or drop-off location and the person is unaware of your arrival and acts rudely, it is important to stay calm. Contact Sherpa Support, and our team will address the issue by getting in touch with the customer and their recipient to prevent it from happening again.
What if the recipient asks me to enter their home to deliver items?
Sherpa offers door-to-door delivery services. As a Sherpa driver, you have the right to refuse to enter the recipient's home if you are not comfortable with the situation.
How should I handle aggressive, violent, or threatening behaviour from a customer or recipient?
If you encounter a person who is aggressive, violent, or shows other threatening behaviour, please inform us immediately. Read this article if you'd like to submit an incident report.
Steps to take in the Sherpa Driver App
Follow these steps when encountering a problem with a delivery:
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Open the job details screen and tap on the (...) action menu/icon.
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Select Delivery Issues from the menu.
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Select Rude or aggressive behaviour.
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Contact support.
Tips for Smooth Deliveries
To minimise delivery issues:
- Make sure your vehicle is in excellent condition: Before you head off, perform a thorough inspection and necessary maintenance on your car to minimise the risk of breakdowns, accidents, and other issues during your deliveries.
- Follow road rules: Stick to the road rules and prioritize safety at all times.
- Communicate with Sender, Recipients or Support: Don’t hesitate to reach out if you need assistance in completing the delivery.
Important Notes
Always prioritise safety and adhere to road rules. If a situation feels unsafe, do not proceed and contact support immediately.