In the last couple of weeks couriers have complained over account blocking as a result of GPS/Data off and high start to pick up times when servicing orders. We address the two issues by giving two scenarios of two different couriers and how they land in those brackets.
Scenario 1: Johnny received a KFC order on his app and decided to pass through the supermarket which is in the same mall as the KFC store. As he approached the mall, he switched off the GPS/data on his phone to avoid receiving a call from Glovo asking him if he was still proceeding with the order. Upon arrival at the KFC store he received a call from Glovo asking him where he was and he confirmed he was in the store. This is something Johnny usually does when he is on orders, he makes little detours for personal errands when he is doing orders as he tries to maximize his time.
After a few weeks he gets a message from Glovo informing him that he is taking too long to reach the store and in resultant weeks the account will be blocked for hours if he continues making detours when heading to the store.
Scenario 2: Adam received a ChickenInn order and accepted the order. As he was proceeding to the store he realized that he had two more hours of collaboration, however his phone was losing charge very fast. He then activated the battery saver option on his phone and deactivated background apps to save charge Unfortunately this affected his GPS location as Maps App is always running in the background. When he is at ChickenInn he receives a phone call from Glovo asking if he is still proceeding to the store and he informs that he is at the store.
After a few weeks he receives a text from Glovo informing him that he has been switched off his GPS/Data and in resultant weeks the account will be blocked for hours if he continues switching off his GPS/Data.
Adam and Johnny have complained that the system is against them and Glovo is being unfair. However the two couriers are just a sample of all the couriers that we have.
The reason both of them are regarded as offenders is because
- Delivery time is affected especially in instances of high start to pick up time(SP). Some customers get frustrated and choose to cancel the orders.
- When the delivery time is high it affects other orders as the orders will be looking for couriers however the couriers are unavailable due to high SP time.
- Most stores begin food preparation immediately when they receive the order. When couriers have high SP by the time they arrive at the store and make the delivery the food is cold. This results in the store receiving a negative rating from the customer as a result of courier’s delay
- It affects other couriers because when couriers receive the orders and deliver to customers, they get poor customer ratings thus affecting their excellence score and also ability to book slots.
- When customers check on the app and they see the order is not moving as a result of the courier switching off GPS/Data, they sometimes cancel as a result of poor experience which affects the courier’s earnings and also affects Glovo as a company.
- When GPS/Data is off the Glovo agents will keep contacting the riders to ask them their location. Thus can be irritating for the courier and also costly and time consuming for Glovo.
The above stated reasons are some of the reasons why Glovo takes the two actions as offenses as it affects the stores, couriers, customers and Glovo.
This is the reason why we insist that couriers should always ensure their GPS/Data is always on and also minimize time wasting while heading to the pick up point. This will guarantee a positive experience for all on the platform.
