The system does notify residents as soon as packages are matched - whether matched automatically from a good image of the package label or matched manually by a customer service rep. When the system can read a package image, it is matched immediately and a notification to the resident is sent. The late package pick up time-clock does not start until the system sends a notification with check-in code to the resident recipient.
There is a small percentage of time that a package is not matched to a resident automatically, and therefore a customer service rep needs to manually match the package. If the package has been scanned into the room and we can read the image, we are working very hard with our customer support team to get better at response times.
In addition, there are incidents that are out of HelloPackage control:
- When a carrier scans a package, but does not capture a clear image of the label and the system nor our offsite customer support team is able to read the image. Therefore this can only be resolved by the leasing staff finding the package, reading the label, then matching the package to correct resident. Again, with the most recent software update, the carriers will be prompted to match packages when a good image hasn't been captured, which should therefore improve the package to resident match rate, and increase the percentage of immediate notifications.
- When the carrier does not scan the package, but leaves the package in the room, what we call a "Carrier Dump". This can only be resolved onsite, by the leasing staff once it is confirmed packages were not scanned in.
- Sometimes the carriers misdeliver packages. The resident receives notification, but the package was actually delivered to a wrong location.
- There are occasions where a carrier notification is sent saying that the package has been delivered, but it's not actually in the room yet. When carriers, such as Amazon, uses a 3rd party carrier company such as USPS or UPS to deliver their packages. In this case, Amazon will ship the package to USPS, for example, and the reason you sometimes see a label SHIP TO: USPS with the USPS office address at the top of the label, and the resident name and address in the lower quadrant of the label. So Amazon ships to USPS, marks the package as delivered, then USPS receives the package at their local office location, and delivers the package 24-36 hours after Amazon has marked the package as delivered. And the reason Amazon's website indicates that 'packages may say delivered up to 36 hours prior to arrival'. This information is found at: https://www.amazon.com/gp/help/customer/display.html/ref=aw/135-9602853-8142438?ie=UTF8&nodeId=201117310
We know that carrier behavior is an industry wide problem. Carrier drivers following delivery protocol doesn't always happen, but we are making efforts to work with carrier managers to gain improvements in compliance with protocol.
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