What is the Driver Late Rate?
The Driver Late Rate represents the percentage of deliveries you complete after the 'Deliver By' time.
Where can I see my late rate?
You can view your Late Rate directly in the Sherpa Driver app. Head to My Account > tap on your profile picture to view all your stats, including your Late Rate.
How is the Late Rate calculated?
Your late rate is the percentage of jobs completed after the 'Deliver By' time. It is based on your deliveries over the current quarter.
A delivery is considered late if it is not completed by the 'Deliver By' time shown at the moment when you accepted the job.
However, some conditions exclude deliveries from being counted as late.
Examples:
| Assigned a job after the 'Deliver By' time | Not late. The system will account for this long as you deliver immediately. |
| Valid wait time at a store | Not late. |
| Multiple deliveries in opposite directions | Late. It is your responsibility to assess if you can complete all jobs on time before accepting. |
| Returns and deliveries | It will count as late if it is not delivered within the 'Deliver By' time. |
| Conflicting commitments (i.e., multi-apping) | It will count as late if it is not delivered within the 'Deliver By' time. |
Why is the Late Rate important?
A consistently high late rate can impact your tier level and may reduce the number of job offers you receive.
How the late rate affects your account:
- It could affect your tier in the Driver Loyalty Program next quarter
- It can reduce your access to job offers
- A late rate of 15% or over will trigger a warning
When do warnings get issued?
The late rate performance is reviewed every 2 weeks, and you will receive a reminder if your late rate is 15% and over. If there is no improvement over the quarter, a grade 3 warning is issued.
Please note: Late rate warnings are based on system date and cannot be manually reversed, except under the following special circumstances:
- Major traffic accidents
- Severe weather
- Other verifiable events outside your control.
In such cases, please reach out to Sherpa Support with evidence.
Time-sensitive jobs
For time-sensitive jobs, like groceries, it’s important to deliver immediately after pickup. These jobs are time sensitive, and delays can impact food quality and safety.
Late deliveries on these jobs are closely monitored and may lead to warnings if repeated.
Think you’ll be late?
If you think you will be late:
- Call the recipient
- Contact Sherpa Support
This is appreciated and helps manage customer expectations, but remember: automated warnings still apply unless your delay falls under a special circumstance.
Tips for staying on time
- Always check traffic and distance before accepting a job
- Accept only jobs you’re confident you can complete on time
- Communicate with Sherpa Support if delays arise
- Keep an eye on your late rate in the app
- Avoid multi-apping conflicts that could delay deliveries.
Need help?
If, after reviewing the information, you still believe there is an error, you may submit a formal request through our Warning Appeal Form. You can find more information on this process here.
Please ensure you include your Sherpa Driver ID and the specific dates and details of the deliveries in question. Unsubstantiated or incomplete submissions may not be reviewed.