Auto Reward and Penalties

We are embarking on a project to punish and reward good behavior. We will focus on monetary reward (cash and airtime) and blocking on dispatch or suspension as a penalty. 

We will be measuring orders, time (pick up), and reassigns of orders. Please see below the revamped rewards and consequences for better Sendy deliveries:

Nature of Offense Impact of Offense Mitigation Plan (Penalty) How you can avoid the penalty What Sendy has put in place to improve partner experience
Servicing offline orders & forgetting to mark a waypoint In the event of damages or loss of goods without an order number, the partner takes full liability and will pay for the same A partner will be charged KES 50 for every order serviced offline and when they forget to mark a waypoint Encourage the customer to place the order online so they can enjoy GIT and online tracking for their order

Ensure your phone is fully charged, have sufficient data bundles and always follow the instructions on the App
Sendy App allows you to mark wrong destination which then allows you to enter details of the new location

Sendy is also in the process of offering sponsored Data from Safaricom meaning data bundles will not be required to use Sendy App
Reallocating 2 or more orders in a day This gives our customers a poor experience and they may choose to stop using Sendy all together resulting in low orders and less business for partners A partner will be blocked from dispatch for 1 hour. Sendy can change this period from time to time. Ensure you read order details carefully before confirming an order and ensure your bike is in good mechanical condition to avoid breakdowns Sendy has increased the time allowed for you to read order details before confirmation from 7 seconds to 15 seconds
Delay in order pick up for more than 10 minutes This gives our customers a poor experience and they may choose to stop using Sendy all together resulting in low orders and less business for partners A partner will be blocked from dispatch for 1 hour. Sendy can change this period from time to time. Once you have confirmed an order, always head directly to the pickup location to avoid any delays Orders are dispatched up to a maximum of 4 km radius. Orders confirmed on surge page will not attract this penalty due to longer distance from pick up point
Delay in order delivery - more than 10 minutes after expected ETA This gives our customers a poor experience and they may choose to stop using Sendy all together resulting in low orders and less business for partners A partner will be charged Kes 50 for every delayed order Once you have picked items from the customer, prioritize heading to the drop off location The App automatically calculates the expected delivery time depending on the order distance
A rider confirming to have a box while he doesn't This gives our customers a poor experience and they may choose to stop using Sendy all together resulting in low orders and less business for partners Permanent suspension from Sendy platform Give the correct information while signing in Sendy offers boxes on loan, please visit our partner support center or call 0709779779 to learn how you can own a box
A rider confirming to have access to CBD while he doesn't This gives our customers a poor experience and they may choose to stop using Sendy all together resulting in low orders and less business for partners Permanent suspension from Sendy platform Give the correct information while signing in Sendy offers a free branding license that allows you access to the CBD. Visit our partner support or call 0709779779 to learn more
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