How do HelloPackage Notifications Work?

Package Notifications:

The HelloPackage system sends notifications to residents when a Delivery Driver takes an image of the package and matches to the appropriate Resident Profile.   

Find out more by watching the brief video tutorial.

Notification Video

• Once a code is used to access the room, it becomes invalid and cannot be re-used.
• Codes entered at the outdoor Kiosk will cause the Zones your package(s) are on to light up green.
• Codes entered at the indoor Kiosk will restate the location of the package and provide an image where you can pinch-to-zoom.
• If you have multiple packages in the room, you will be prompted for all packages and all codes will become invalid once you leave the room. 
  • If you need to return to retrieve packages you were unable to carry, contact Customer Support for assistance.

You may need help with your notification in these instances....

• When a Delivery Driver scans a package with an unclear image.
  • Customer Support can assist in locating the package  
  • You can also log into your profile and click the "Carrier Video" to view the package being delivered

• When the Delivery Driver leaves the packages in the room without scanning them in.  We call this a "Carrier Dump," and our Customer Support Team has a process in place to work with the Leasing Office Staff to get these packages scanned in, ASAP and report the Delivery Driver for non-compliance.

• Sometimes Delivery Drivers misdeliver packages. The resident receives a delivery notification, but the package was actually delivered to a wrong address.  Our Support Team can confirm these scenarios on our video surveillance, at which times a resident can contact the Carrier Company for assistance.

• When Carrier Companies, such as Amazon, uses a 3rd party Carrier Company such as USPS or UPS to deliver their packages. In these cases, Amazon will ship the package to USPS or UPS and mark the package as delivered and you may receive a notification, but the package is not present.  Next USPS or UPS will deliver the package from their local office to the final destination (your address) within 24-36 hours after Amazon has marked the package as delivered. Amazon's website addresses this 36 hour delay here: https://www.amazon.com/gp/help/customer/display.html/ref=aw/135-9602853-8142438?ie=UTF8&nodeId=201117310

Our customer Support Team is able to confirm and assist with next steps in each of these situations and many more.  We can be reach by clicking here.

We know that these and other Delivery Driver challenges are an industry-wide problem. Drivers don't always following delivery protocols, but we are making efforts to work with Delivery Managers and train Drivers to gain improvements in compliance with protocol.

 

Still need help?  Click to contact Support here.