Sherpa has different support pathways depending on the type of help you need. Choosing the right channel helps us assess your request, direct it to the right team, and respond as quickly as possible.
Quick guide: Which channel should I use?
Issue |
Best channel |
| Active delivery issue | Live chat or phone support |
| Urgent pickup/delivery problem | Live chat or phone support |
| App bug or technical issues | In-app; go to My Account > Report a Bug |
| Login issues | Live chat or email |
| Non-urgent account related enquiries | |
| Payment not received or on hold | Payment Issue Form |
| Warning appeals | Warning Appeal Form |
| Threat to Safety | Request Form |
| Accident | Emergency services if required, then notify Sherpa |
Before submitting a request
To help us resolve your issue faster:
- Check the relevant Help Centre article first
- Use the correct support pathway
- Include Job/Run ID where relevant
- Provide screenshots or support evidence if relevant
- Keep your description clear
- Use Live Support for urgent delivery issues only
The sections below provide more detailed information about each support pathway.
Email for non-urgent enquiries
Further reviews, investigations or escalations
Escalation for unresolved issues
Concerns about Support interactions
Live Support: Phone and Chat
Use live support when you need help with something happening during an active delivery or where the issue is time-sensitive.
Live Support is available through:
- Live chat: Available in-app
- Phone support: Available from 8:30am to 7pm (local time) if you prefer to speak with a Support Agent
They can help with things like:
- pickup or delivery issues while you are on a job (provided you have contacted both the Recipient and Sender and there is no response)
- Recipient or Sender is not available
- Unsafe or uncomfortable situations at pickup or delivery locations
- Damaged items
- Urgent app or access issues affecting an active delivery
The following matters are generally resolved through other support pathways and may not require Live Support assistance:
Item quantity issues
If the number of items provided does not match the delivery details, please report this through the chatbot and include clear photos showing the items received. Sherpa will review the information and apply any payment adjustments where appropriate.
Delivery delays
If you are delayed during a delivery, please notify the Recipient when possible.
Bug Reporting
Use the Sherpa Driver app for app-related issues or technical problems.
For example, if you are not seeing jobs, first check that:
- You have tapped 'Start' to go online
- Location sharing is enabled
- The Sherpa app is updated to the latest version
- Your documents, training and account status are up to date
- Your device has stable data connections
If the problem continues, report the issue in the app through My Account > Report a Bug.
This helps the team investigate technical or product issues. Please be sure to include device details such as make and operating system version.
Email for Non-urgent Enquiries
Email support is best suited for non-urgent enquiries such as login issues, document or onboarding questions. Sherpa aims to respond to email enquiries within 24-48 hours.
You can reach out to us at support@sherpa.net.au
Payment Issues
These are handled through Larry, the chatbot. Use the Payment Issue Form if:
- You have not received a payment
- Bank details were recently updated
- ABN details need to be checked
- A payment appears to be on hold
- You need help with a payment adjustment
When submitting a payment issue, include as many details as possible, such as the relevant Job or Run ID, dates and a short description of the issue. We will reach out to you within 24-48 hours after form submission.
In some cases, payment may be temporarily withheld while we review a delivery that may be pending a missing/damaged item investigation. Once the investigation is complete, the Support Team will notify you of the outcome.
Incident and Safety Reports
If you experience violence, aggression, threatening behaviour, an accident or any other safety-related incident, first make sure you are safe. Then, report the incident to us.
Report these incidents through the 'Request Form'. You can also contact Support, but the form is the preferred method for recording details. Sherpa may contact you for more information depending on the severity of the incident.
For accidents, stop immediately, move to a safe place and call emergency services if anyone is injured. In the event of vehicle/property damage, exchange details, notify Sherpa and contact your insurer.
Warning System
Sherpa has a driver warning system for breaches of quality standards, professional conduct, RSA requirements and other contractual and onboarding requirements. Repeated warnings may affect access to jobs or lead to deactivation.
If you believe a warning was issued in error, you can request a review through the Driver Appeal Process.
You must submit the request within five business days of the warning being issued and include any relevant documentation or evidence. Sherpa will review the available information and communicate the outcome.
For warnings that result in deactivation, the evidence submitted is subject to an additional process, including an offer for a discussion with a Sherpa representative, within five days of receiving the request.
Further reviews, Investigations or Escalations
Sherpa assesses and triages matters based on the nature, urgency and available information. Where a matter cannot be resolved at first contact, it may be directed to the appropriate internal review for further review.
These may include:
- Payment issues
- Warning appeals
- Incident reports
- Concerns around Support interactions
- Unresolved account or access issues
- Product or app issues that require a technical review
Escalation for unresolved issues
If your issue has not been resolved through the initial support channels or the review processes provided, the Support Team will escalate the matter to a review panel for further investigation and resolution. Support Agents will advise on the timeframe for this review and any other instructions.
Concerns about Support Interactions
If your concern relates to the way a support interaction was handled, such as unclear information, inconsistent guidance, communication issues, delays, or the conduct of a Support Agent, you can raise this through Sherpa Support.
Please include the date, time, Job ID or ticket number, the support channel used, and a short summary of the concern. This helps us locate the interaction and assess the issue appropriately.
Concerns about Support interactions are reviewed and triaged based on the nature and seriousness of the issue. Where a concern indicates a higher level of seriousness, risk, repeated issues, or process failure, it may be referred to Support leadership or another senior team member to review.
Sherpa may review available records such as tickets, chat history, call recordings and notes. Depending on the outcome, Sherpa may take steps such as coaching, feedback, clarification of procedures or further internal review.
Please note that raising a concern about a Support Agent relates to the support interaction itself and does not automatically reopen or reassess the original issue raised. All valid complaints and concerns will be responded to.