What is a Tier Infraction?
It is when a DA breaks either Company Policy or doesn't follow Amazon Delivery Process, or conducts themselves in a way which doesn't represent our customer, Amazon, in a positive manner.
What Happens?
Tina gets an email, we conduct an investigation, and if found at fault the DA will receive the appropriate action based on our policies.
If a DA receives 3 Tiers (tier 2's or tier 3's) in a 120 day rolling period, their account automatically becomes suspended for 4 days. The DA must complete a re-training and will receive points according to our policy.
Tier 1 - most severe
These are categorized as severe actions that result in the immediate inactivation of the DA’s account and they can no longer deliver on behalf of Amazon for their DSP.
Examples:
Threatening behavior, Urinating in public, stealing packages.
Tier 2 - less severe
Package delivery defect with evidence such as a video, picture, POD, law enforcement report, call/video recording confirming DA’s behavior, or text/email confirming DA’s fault.
Examples:
Not following customer delivery notes along with photo evidence, damaging customer property.
Tier 3 & Coachings - least severe
Package delivery defect with just Customer or station personnel witness/discovery (no photo evidence).
Examples:
Leaving bags behind at a property without photo evidence provided, not following customer delivery instructions on several occasions in a given week and customer has given bad feedback in the app.
Tier 2 Example
Tier 2 Example
Tier 2 Example
These are the most common Tiers we see where the customer reports we left a package unattended in an unsecured location outside.
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Tier 2 Example
Tier 2 Example
Tier 2 Example
DA did not follow customer notes and did not deliver the package to the customer's preferred location.
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Tier 3 Example
Tier 2 Example
Tier 3 Example
DA received several negative customer feedbacks: not following delivery instructions and delivered to incorrect address.
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Tier 3 Example
POD confirms that DA left package outside of the building. This is not a secure location and cannot be left outside.
How to fix this?
Deliver the package inside the building. If you cannot get access to the building, Call/Text the customer, Re-attempt the delivery later in your route, and if you still can't get in the building, BRING THE PACKAGE BACK!
DA marked the package as delivered to front door, however they did not, instead leaving it in the common area of the building. If you read customer notes they explain why they need their package brought upstairs.
How to fix this?
Follow the customer notes. If you cannot access the rest of the building due to building rules, again Call/Text customer and see if there is an alternate location that is safe to deliver. If you cannot get the package to exactly where the customer states - BRING THE PACKAGE BACK!
This feedback was given by the customer through their Amazon delivery app.
How to fix this?
Follow the customer notes. Contact the customer when you are not sure. Make sure you are at the correct address.
Try your best to deliver according to how the customer has requested. You may need to make a re-attempt later in your route.