Quick reminders

Delivery Playbook

A quick refresher on how we do things. Tap a topic above to jump to it.

1Morning check-in

Text dispatch by 8:30 AM every day you're scheduled to let us know you're ready to go (for example: "Ready" or "Good to go"). You can text through Bubble Chat or TextLine.
If we haven't heard from you by 8:30, dispatch will give you a courtesy call or text. This is just a courtesy. It's your responsibility to check in by 8:30.
Can't make it? Please use tgrhelp.com to let us know about your absence.

When you arrive at the store, open Onfleet and hit Start on the next order in line. For your convenience, your orders are already listed in order. Always start the top one. The Grocery Runners uses predictive routing to plan the best order for your runs, so customers get their groceries on time and you spend less time on the road.
Hitting Start sends a signal to the store's tablet, letting them know who you are and which order you're there to pick up.
When the store brings out your order, make sure it's the one you started. If you hit Start on John Smith, the store should bring you John Smith. Check every bag label.
Take a clear photo of the label (see Photos).
Why: stores make mistakes and can hand you the wrong bags. Getting it right is a team job between you and the store, and the label photo protects you.
Important: you are not allowed to enter the e-commerce area at any time. If you're asked to go inside, or you feel you need to, check with dispatch first.

Every order: 1 photo of the bag label, taken at the store. It must be clear and readable. A blurry or unreadable photo counts as missing.
Leave orders: 2 photos. Photo 1 is the label at the store. Photo 2 is the groceries where you left them, taken far enough back to show the house or door number.
Left with a neighbor, doorman or concierge: still take a photo of where the groceries went.
Good label photo: clear, close, every word readable. Taken at the store.
Good leave photo: step back so the groceries and the house number are both in the shot.
The name and house number in these examples are made up for privacy. In your photos, they must be real and readable.

"No special instructions" means hand the groceries to a person. Knock, ring the bell, and call the customer.
Apartment buildings: take the elevator up and bring the groceries to the customer's door. Only leave them in the lobby if the note says to.
Concierge won't let you up: leave the groceries with the concierge, take a photo, and put the concierge's name in your note. Example: "Concierge Jose would not let me up. Left with Jose."

If the note doesn't say "leave": knock, ring and call. Wait 10 minutes.
Still no answer? Bring the groceries back to the store.
Hit Complete once you're back at the store (not at the customer's house). Never hit Fail.
Write in your note: "Not home. Returned to store."
You still get paid for the run. You did your job.

OKThe note uses the word "leave" (for example "leave if I'm not home" or "leave on the porch"): okay to leave. Take both photos.
NoVague notes like "go to side door": not permission to leave. The word "leave" has to be in the note. Hand it to a person.
OK"Leave with neighbor" or "leave with doorman": okay. Still take a photo of where the groceries went.
No"No special instructions": not okay to leave. Hand it to a person.
No"Do not leave": never leave it.

Hit Start at the store, or when you're starting an order, never at the customer's door when you arrive. Customers get a text to track you so they can be ready. Hitting Start and Complete at the customer's home means they never got that chance. It is also flagged in the system as a fraudulent order if you hit Start and Complete from the same location with a delivery time of less than 1 minute.
No more than 2 orders per run. Never take 3 or more at once without express permission from dispatch.
Every order needs a driver note when you complete it. Write a real note that says what you did, e.g. "Handed to customer" or "3 bags left on front porch per note." Not "done." Your note is our record of how each order ended, and it protects you if a customer ever reports something missing.
Never hit Fail. If the customer isn't home and you bring the groceries back to the store, you did your job. That is not a failed order, and you deserve to be paid for that run. Orders marked Fail are not paid. Questions about what counts as a fail? Contact dispatch. Almost every order is a successful one.

Text dispatch — we're happy to help.
Need a day off, have a paycheck question, or want to change your schedule? See all help forms.