How we Measure our Performance

On Time Delivery (OTD)

Veho is committed to providing a best in class delivery experience. Veho’s On Time Delivery (OTD) metric is our core performance metric for delivery. To calculate this metric, Veho divides the amount of packages that are delivered on time by total packages available to deliver. Unserviceable packages and force majeure are excluded from this metric as they are not considered available for delivery. 

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On Time Delivery performance metrics can be viewed in Veho Pulse. For more information on viewing your Veho performance dashboard in Pulse, click here.

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Client Satisfaction (CSAT)

Veho is committed to providing a delightful experience to delivery recipients. Delivery recipients who receive Veho text messages will receive a Client Satisfaction Survey when their delivery is complete. The survey asks the recipient to rate Veho on a scale of 1-5 stars. Shippers may work with their Account Manager to access Customer Satisfaction data on a case by case basis. 

Veho Driver Partners

Driver Partner Model

Veho’s model leverages third party independent contractors for last mile delivery. By using Veho services, shippers are acknowledging that Veho provides the platform for contractors to make deliveries, but does not provide driver partners with vehicles, uniforms, or set schedules. Driver partners on the Veho platform operate their own vehicles, select their own routes, and set their hours of operation. Veho has a robust background check process and educational resources available to driver partners to support excellence in delivery. 

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Driver Partner Safety

Veho Driver Partners are third party independent contractors and responsible for determining safety of delivery locations on their route. Veho Driver Partners report unsafe conditions to Veho that prevent deliveries from being made. Unsafe conditions include, but are not limited to, pets on site, weather related conditions, or dark/unlit areas. In the event that a package can not be delivered due to unsafe conditions, the package will receive the “hadDeliveryIssue” scan event and appropriate description. In the event a driver partner encounters unsafe conditions and returns the package to Veho, Veho may arrange for a second delivery attempt if applicable. 

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Driver Partner Quality

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Last Mile Delivery Policies 

Reattempts

In the event that a package is not able to be successfully delivered on the initial delivery attempt, a second attempted delivery may be made in Veho’s discretion, unless directed otherwise by the shipper. If the package contains perishables, Veho will only make a second attempt if there is sufficient time to attempt delivery before the contents “expire” (per shipper agreement on when package must be discarded if not delivered, generally after “SLA+1” meaning greater than one day after original delivery date). 

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Delivery attempts are noted in the package history as a “pickedupfromVeho” scan event. 

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Refusals

In the event that a delivery recipient contacts Veho to refuse delivery of a package, Veho will, in its sole discretion, attempt to stop the delivery and return the package to the shipper, unless the package contains perishables. Veho does not stop shipment of packages containing perishables. If a delivery recipient refuses delivery of a package containing perishables, Veho will notify the recipient that the package delivery cannot be stopped and to contact the shipper for additional information. 

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Cancellations 

For package level cancellations, the shipper must call the Veho Orders API. See API documentation here. The cancellation window to cancel orders without charge is generally anytime before the earlier of a) 9pm prior to the day on which the package is expected to be tendered, or b) prior to sending the truck level manifest to Veho; and in any case before tender of the package. 

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Delivery Instructions

Delivery instructions may be shared with Veho either upon order creation systematically, or provided by delivery recipients via SMS to Veho, via the track.shipveho.com website, or the Veho Mobile App. The delivery recipient's phone number is required to add delivery instructions via the website or app. Delivery instructions are provided to driver partners exactly as provided to Veho. Veho does not modify delivery instructions unless requested to by the shipper or delivery recipient. Any information communicated via delivery instructions is considered a request and delivery instructions being followed does not have bearing on whether a package is considered successfully delivered. Delivery to the address provided by the shipper in the order, irrespective of any associated delivery instructions, is considered a successful delivery. For example, if a delivery instruction indicates that delivery is requested to the garage door, but delivery is made to the front porch, that is still a successful delivery if made to the correct address. 

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Reroutes

Delivery recipients and shippers may request delivery to another location other than the address on the order d before 6am on the scheduled delivery date. Veho is not able to make changes to addresses after 6am on scheduled day of delivery in any circumstance. Delivery recipients may contact the Veho Customer Support team via SMS to arrange reroutes within the applicable time window. Customers may also utilize the track.shipveho.com website, or the Veho Mobile App, if their phone number is associated with their order. 

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Veho is capable of making one time changes to addresses for reroutes. Veho cannot make permanent address changes for delivery recipients. In the event a delivery recipient contacts Veho with notification of a permanent address change, Veho will direct the delivery recipient to the shipper for next steps. Any changes made to addresses for delivery are overwritten when the shipper submits a new order for the delivery recipient, thus permanent changes must be made by the shipper. 

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SMS Notifications and Communications

Veho offers delivery update SMS notifications for delivery recipients. Shippers must provide Veho with phone numbers in each order for delivery recipients to receive these updates. Shippers may select to utilize an “Opt In” feature on their order page to allow delivery recipients the option of whether to receive updates however, shippers are responsible for obtaining consent to share delivery recipient information. Shippers should note that opting in to delivery notifications does not include Veho’s full suite of texting features, such as driver partner to delivery recipient texting, which enables driver partners to reach out directly to customers via the Veho Driver Partner App in order to directly troubleshoot delivery issues. To utilize Veho’s full suite of texting features, shippers must fully enable texting for all delivery recipients. 

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Address Normalization

Veho utilizes geocoding software to normalize address data for routing purposes. Generally, these normalizations are minor. Veho utilizes multiple software providers to perform this requirement. In the event that Veho is required to make a significant change to an address to enable routing for delivery because the address was not able to be matched via our software providers, the shipper will be assessed applicable fees.

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