On-time Policy
At Metrobi we aim to provide the best experiences for businesses(shippers) and driver partners.
This includes an ability for businesses to post time sensitive pickups and delivery requests. Drivers who repeatedly arrive at pickups late(and therefore consistently violate job requirements) might be eligible for suspension or deactivation on the platform.
A time-sensitive pickup is considered on time if you arrive at the pickup location at the stated pickup time or up to 15 minutes earlier than the stated pickup time. The pickup is considered late if you arrive more than 15 minutes past the stated pickup time.
Businesses make the final decision about how to handle late pickups. Factors outside of your control can be taken into account when considering your on time rating and can be excluded from your on time rating when deemed out of your control. Examples of factors outside of your control include, but are not limited to: business closures, personal vehicle accidents, and extreme weather.
What if the customer(shipper) is late?
Additional wait time at the customer’s establishment will not negatively affect your on time rating. You can request wait time compensation form the shippers if they are late.
What should my on time rating be?
There is no set rule for it, businesses decide how to handle late deliveries. A 90% to 100% on time delivery is usually considered a great on time rating. An on time rating below 70% is considered low.
How is my on time rating calculated?
When you arrive at the pickup location, the timestamp is compared to the stated pick-up time. Late arrivals are tallied and turned into a percentage of all of your routes. That percentage is your on-time arrival rating.
What should I do if I think my on time rating is wrong?
Go to your phone settings. Click Applications, Metrobi, Permissions, Location. Make sure your location is set to “always allow”. If this does not resolve the issue, text or call (833) 351-2131 and select option 1 to get in touch with our team. Feel free to send a text or leave a voicemail if no one is available to answer and we will get back to you as fast as we can.
Am I going to be deactivated if I am late once?
While being on time is extremely important for shippers for time sensitive deliveries, they do understand that sometimes things happen that are out of your control. In those situations, Metrobi support will help you prove your situation to the shippers. You will not be immediately deactivated after one late occurrence. You may be suspended for an occurrence of extreme lateness or for an occurrence of No Call No Show; in this case you will have the opportunity to explain the situation and remove the suspension. Repeated occurrences of late arrival and no call no show may result in suspension or deactivation.
How can I avoid suspension or deactivation from an insufficient on time arrival score?
Metrobi uses Google maps traffic data to estimate when you should depart and head towards your pickup if you choose to use Metrobi nagivation for directions to pickup location. Make sure to give yourself ample time to arrive at your pickup location using this feature. You can arrive up to 15 minutes early. Therefore, leaving 15 minutes early will give you a cushion to make sure you arrive on time. Do not accept a route if you are unsure if you will be able to make it on time.
What do I do if I cannot make it to a route at all?
If the route is less than 48 hours from now, call (833) 351-2131 immediately to speak with a Metrobi driver advocate. If it is outside of office hours and no one answers, leave a voicemail. If the route is more than 48 hours from now, text (833) 351-2131 to get in touch with our team. Please let us know as soon as possible if you cannot make it to a route so that we can help you rectify the situation with the shipper.
