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Starting from 6 December 2021, to make sure our most dedicated couriers are treated fairly, a scoring system is designed to evaluate your performance. Your scoring will be updated in rider app every Monday, looking into your statistics over past week. Your performance is calculated based on three aspects as shown below.

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​Actual VS Planned Hours

No impact on your score

Early clock-in: if you clock in 30 minutes before your shift starts

 

Shift extension: if you extend your shift on rider app/you complete the last order after the planned end time

 

> these have no impact on your Actual nor Planned Hours, therefore these extra hours will not 'compensate' the missing hours in other shifts.

 

Decreasing your score

Lateness: if you clock in later than the planned start time

 

Break: if you request a break on rider app or are being put on break due to other issues

 

Early clock-out: if you request to end your shift earlier

 

No show: if you do not attend your shift

 

> your Actual Hours will be affected while your Planned Hours remain unchanged, therefore decreasing your score.

 

Taking shifts that have already started

  • Already-started shift: the start time will be automatically adjusted to five minutes after the time you take the shift. For example, at 6 pm you take a shift which already started at 5:45 pm, the new shift start time will become 6:05 pm.

> if you clock in on time (in this case before 6:05 pm), there will be no impact on your score.

 

> if you are late (in this case after 6:05 pm), it will decrease your score.

 

Offering your shifts (Swaps)

Shift offering: if you offer your shifts for other couriers to take

 

> if you are able to find another courier to take your shift, there will be no impact on your score.

 

> if you are not able to find a replacement, it will decrease your score.

 
Batch & Schedule

Depending on your scoring, you will then be put in 1 of the 4 batches and be able to take open shifts accordingly. The higher you score, the high batch you will be in, and then the earlier you can take open shifts. The below picture shows you the corresponding timestamps.

 

However, if your performance is not up to the fleet’s standard or if you have violated service guidelines including but not limited to not using thermal bags, accumulation of COD money or being complained by customers and vendor staff members, your account might be suspended and therefore you will fail to score higher in these scoring components, resulting in taking open shifts later than the majority of the fleet.

 
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