VAN CHECK
Before every shift
🔧
Rule
Check it before you load
Two outcomes
- STOP — grounded. Does not go out until fixed. Tell dispatch straight away.
- REPORT — can work today, but must be logged now and repaired within 14 days.
Grounds the van — STOP
Glass cracked or missingCasing broken, missing, or held with tape or zip tiesLoose, hanging, or will not adjustIndicator lens cracked 30mm+, holed, covered, or not amber
Any light not working — head, tail, brake, fog, indicator, plateLens cracked 50mm+, holed, covered, or missingIndicator or hazard not amber
Two required at the rear, neither more than half missingReflective tape is not a reflector
Tread below 1.6mmCut longer than 25mm, or exposed cordBulge, swelling, nail or other objectFlat or losing airRim damaged, cracked or brokenWheel nut missing or loose
Sharp edge that could injure someone brushing pastAny part loose, hanging or taped on — bumper, sensors, cargo stepDoor will not open, close or lock properlyHole in the bodywork
Fuel cap or charging cover missing, broken, or will not lockAny fluid leaking under the van
Any wire loose, hanging, frayed or exposed
Chip or crack over 10mm in your line of sight, or 40mm elsewhereWiper missing, damaged or not workingWashers not workingView blocked by dirt, stickers or the phone cradle
Belt, buckle or casing torn, frayed, missing or not latchingCheck the passenger side too
Reversing camera loose, hanging, missing or taped onNumber plate damaged, missing, obscured or unreadable
Rubbish or loose items in the footwell that could roll under the pedals
Log it, keep working — REPORT
Tread between 1.6mm and 1.7mm — legal today, but close
Prime decal damaged, missing or heavily dirty
Tape and zip ties are never a repair. If a part is held on with tape or a zip tie, treat it as broken.
Tread check takes ten seconds. Use a depth gauge, or look at the wear bars in the grooves. If the tread is flush with the bars it is below 1.6mm. Check right around the tyre — they wear unevenly.
DRIVING
Driveri Violations
What to do
Download Driveri, check it daily for alerts. If the camera speaks to you, you're getting flagged.
How the camera works
The van has a Driveri camera. It faces the road and it faces you in the cab, and it records the whole shift.
- We do not see the video. The company only receives the alerts — that something was flagged, not the footage.
- You can see your own clips in the Driveri app. That's how you learn from an alert and how you appeal one.
How an alert happens
The van beeps (for speeding only!). Your free warning. React now — slow down, put the phone down, drop back — and nothing is recorded.
The camera speaks. "Slow down" or "Distracted driving".
Alert recorded. Hits the scorecard unless you can appeal it.
Key alerts to avoid
Sign / Signal Violation
At stop signs, come to a 100% full stop — no rolling through. At traffic lights, when the light turns yellow, stop. Don't accelerate to beat the red.
Driver Distraction
Phone stays in the holder at all times. Keep your eyes up and on the road. If you need to look down or use the phone — park first. Camera flags this as "Distracted driving."
Speeding
Respect the speed limit at all times. Go over it and the van beeps first — that's your warning window to slow down. A few seconds later the camera says "Slow down" and the alert is recorded permanently.
Following Distance
Leave a gap. Two seconds behind the vehicle in front on a dry road, more in rain or fog. Tailgating triggers this even at low speed.
Harsh Handling
Avoid harsh braking, cornering, and acceleration. Beyond the safety risk, smooth driving keeps the vans lasting longer.
Got an unfair alert?
E.g. "distracted driver" triggered while you adjusted the A/C.
- Open the Driveri app — check it daily
- Appeal the alert within 1 day
- Gets removed from your scorecard
Appeals close after one day. Miss the window and the alert stays on your scorecard permanently — it cannot be removed later.
Why it matters
- Affects insurance renewal
- Can block your Fantastic bonus
- Impacts Amazon route count growth
Traffic signs & road markings
Nearly every ticket comes from stopping without reading the sign. Take three seconds before you switch the engine off.
Single yellowCheck the plate for times
Double yellowNo waiting, any time
Red routeDo not stop at all
Kerb blipsTimed loading bay — read it
Signs on the post
No motor vehicles. A van is a motor vehicle. Do not enter, whatever the sat-nav says.
P
Permit holders only
Mon–Fri 12pm–2pm
Permit bay. Not for deliveries during the hours shown.
PAY BY PHONE
2 hours
no return within 1 hour
Mon–Fri 8.30am–6.30pm
Paid bay. OK to use if you stay nearby. Max stay and the no-return rule both apply.
Loading only
20 minutes max
Mon–Sat 7am–7pm
Loading bay. Time limited — check the times and keep moving.
Pedestrian & cycle zone. No vans. Often timed around schools at drop-off and pick-up. ANPR enforced, no discretion.
PRIVATE PROPERTY
ANPR in operation
Parking charge £100
Private land. Park on the public road and walk in.
75% of our fines come from two things: school zones and parking on double red lines — usually on high streets. If you are on either, move.
The lines tell you a restriction exists. The sign tells you when it applies. A single yellow usually only bites during the hours on the plate — a double yellow always bites. No sign visible? Assume it applies.
Before you turn in
- Check the road first. Pedestrian-only streets, school zones and LTN camera filters catch delivery vans daily.
- Height restrictions. Low bridges, trees, car park barriers, drive-throughs. Never follow a car into a drive-through.
- Nowhere legal to stop? Park legally further away and walk. Two minutes costs less than a ticket, and far less than an accident.
Follow the legal limits and you'll never need to appeal. The camera is on your side when you drive correctly.
ACCIDENT
What to do · Report form
⚠️
First rule
Never drive away
On the scene
Stop. Check nobody is injured. If anyone is hurt, call 999 first.
Stay calm and never admit fault. Do not agree who was to blame, and do not try to settle it yourself.
Get their details. Name, phone, registration, insurer.
Take photos of both vehicles, all around. Every side of each vehicle, the damage close up, and the wider scene showing the road and position.
Fill in the form below and send it to us. Then call us straight away — before they drive off.
Unreported third-party damage is a hit and run. That includes hitting a parked car or a wall when nobody is around. It can mean losing your licence and an unlimited fine. If you cannot find the owner, still call us straight away.
Report form
Fill this in on your phone, tap Copy report, then paste it into WhatsApp and send it. Nothing is sent automatically — copying and pasting is what sends it to us.
📞 Now call us — immediately
Do not wait for a reply to the message. Call before the third party leaves, so we can speak to them while they are still there.
DCR
Delivery Completion Rate
What it measures
Parcels you deliver vs. parcels you took from the station. Aim for 99.4% to build a buffer for a bad day.
Top causes of returns
- "Customer Unavailable"
- "Business Closed"
Every returned parcel impacts your DCR — reattempt every parcel. Over 90% of "customer unavailable" parcels succeed on the 2nd attempt.
How to protect your score
- Use all Safe Place options — safest, not easiest
- Try multiple neighbours: 2 either side + 2 opposite
- If the customer's chosen safe place isn't safe, pick your own, mark it correctly and call + text them
- Can't find a parcel? Mark missing, tell dispatch, continue. Deliver it if found later.
Route size → Max returns
~200+ parcels
≤ 1 return
~300+ parcels
≤ 2 returns
Only scorecard exception: Age Verified deliveries where the recipient doesn't meet age requirements — you cannot leave them. Mark as "customer doesn't meet age requirements".
99.2% is not permission to dump parcels. If a place isn't safe, bring it back. There's a balance between DCR and concessions — and one concession costs you more than five returns.
DNR
Delivered Not Received · DPMO · Concessions
📦
Formula
Concessions ÷ Deliveries × 1M
Pro tip: If the customer has a preferred location (e.g. behind the bin), and you: deliver it there + take a good photo + text the customer + swipe to finish at the location — that delivery cannot become a concession.
What it measures
An estimate of how many parcels customers don't receive per million shipments.
Top causes
- False scans (e.g. marking "delivered to household member" when left behind a bin)
- Doorstepping — leaving parcels on doorsteps
- Swiping delivery 10m+ from the geo location
Protect yourself
- Use the correct delivery option — accuracy helps the customer find it
- Never leave on a doorstep, even if safe place says "front/rear door" — you decide if it's safe
- Text the customer the exact location as proof
- Always swipe at the address, not down the road
- If customer unavailable: call and text the customer
Example text: "I've left your parcel in the rear garden shed — your chosen safe place didn't seem safe on a busy street." If they complain, that text is logged against the delivery.
Auto-concession triggers
- Failed photo for an unattended delivery
- 10m+ from the geo location (e.g. not swiping to finish at the delivery location)
LOR
Lost on Road
What it measures
Any parcel you scanned (you confirmed you had it), didn't deliver for any reason, and didn't return to the warehouse.
Protect yourself during the route
- Work online at all times
- Check every delivery is marked — especially Age Verified and One-Time Password parcels
- At end of route: double-check no open stops
- If anything's still open, call support to mark it delivered
At the warehouse — returns photo
Send a photo of your returns to the returns WhatsApp group with all labels visible, so tracking numbers can be checked if there's any doubt.
Do NOT send a photo:
- Inside the van
- In a bag without labels visible
- All parcels stacked on top of each other
The photo is your proof. If Amazon queries a parcel weeks later, your clear label shot is what saves you.
POD
Photo on Delivery
Pro tip: Letterbox deliveries — photograph the letterbox only. No parcel in shot, just the letterbox. This confirms location for Amazon.
What it measures
The picture you take when leaving a parcel in a safe place. This is a core metric fully under your control — do not fail it.
Common fails & fixes
Blurry photo
Fix: Slow down, wait for the photo to finish — especially with flash.
"No package detected"
Fix: Take the photo before handing the parcel over. Put it on the floor if needed.
Package in car
Fix: 100% fail every time. Never take the photo in the van.
Package too close
Fix: Ensure parcel sits fully inside the white box on your phone.
Photo too dark
Fix: Use phone flash or head torch.
The point of the photo
Not to see the box — to see the surroundings of where you left it.
CC
Contact Compliance
Pro tip: As you walk back to the van after one stop, hit "Notify of Arrival" for your next stop. It's proven to help DCR, DNR, and protects Contact Compliance against customer-has-no-number fails.
What it measures
How you contact the customer for any parcel you can't deliver or return. You must contact 100% of these customers.
When to call
You arrive, knock, nobody answers, no notes, no safe place, no neighbours. No way to deliver → call the customer.
3 out of 4 calls result in successful delivery.
Rules
- Ring until voicemail — don't hang up early
- Short calls = "drop calls" and fail the audit
- Always follow the call with a confirming text
- Even if you can't deliver, the call counts as an attempt
Confirmation text example: "Hi, as discussed I've left the parcel inside the green bin." — protects you if the audit flags a short call.
CE / DEX
Customer Escalation · Delivery Feedback
⭐
Mindset
We represent Amazon on the road
Always read customer notes
Every note matters. Never assume — check before you decide where to leave the parcel.
NEVER leave parcels at:
- Doorstep
- Communal areas
- Anywhere the notes say "Do not" — a red flag that they've reported problems before
- Building entrances or ground level — always go up to flats
Professional conduct
- Be polite with every customer
- Treat parcels and customer property as if they were your own
- Don't throw parcels. Don't slam gates.
- If you wouldn't do it at your family's house — don't do it here
Deliveries with extra rules
Age Verified (AVD)
100% ID check, every time. Customer or household member only — never a neighbour, never a safe place.
One-Time Password (OTP)
The customer gives you the code. No code, no delivery.
Businesses
Know which stops are businesses and their opening hours. Sequence them so you arrive while they're open.
If it kicks off at a stop: we are a small independent company, not Amazon. If a customer is angry or there's any dispute — stay calm, leave, and call dispatch. Never argue on the doorstep.
Remember: Amazon is our client. Every customer is indirectly our customer. We need to act professionally at all times — we represent Amazon on the road.
PICKUPS
Return Pickups
⚠️ Not volume-adjusted. Every other Amazon metric scales with our route volume. Pickups don't. Whether we run 100 or 500 routes as a company, the cap is still 2 fails per week — for the whole company combined. One person's mistake affects everyone.
Golden rules
- Always swipe to finish at the location — even if you don't collect the parcel
- Never mark items that would be a fail (e.g. out of return label)
- In doubt? Call us before you mark anything
What counts as a fail
- Pickup not attempted
- Swiped 15m+ from the geo location
- Out of return label
- Picked up but not returned to the warehouse
