If you pass any of your runs onto another courier (a substitute), you’ll now need to do things a little differently.
We are conducting random identity checks on courier accounts. This will involve consenting to and taking a selfie via the courier app to support identification. You can still use a substitute at any time and for any reason whatsoever, but they now need to be registered via the courier app to avoid account disruption.
We have introduced this change to help verify the identity of couriers on our network and to keep your account safe.
To continue to keep the accounts of our couriers safe, we will ask for more information about your substitute to make sure substitutes meet UK Right to Work requirements. This will not limit or prevent you from using a substitute, as long as they have a right to work in the UK.
How can I add a substitute via the Courier app?
Mandatory pre-registration;
You will now be required to use the in-app menu option called ‘Account Substitutions’ to register any substitutes before they deliver on your behalf. It’s quick, easy, and helps keep the network safe and secure for everyone.
This is the only way to make sure your substitute is officially recognised on your account. You’ll no longer be able to register a substitute during an identity check (via the “I’m not listed here” button).
If your substitute hasn’t been pre-registered, they won’t be able to successfully pass a face scan. If someone else is operating your account and fails the identity check, your account will be deactivated.
You’ll no longer be able to register a substitute during an identity check, this will need to be done within the app.
Follow the steps below;
-Navigate to your profile and click on the settings icon within your app
-Click account substitutions
-Click add a substitute
Provide information about the substitute, their name must match what’s on their ID documents.
Please enter the substitute’s full name, email address, and phone number to initiate their registration.
What does the substitute need to do?
Your substitute must comply with the terms of the Courier Agreement. One requirement to note is that when you register a substitute, that substitute will automatically be sent an email with a link to a Right to Work check process, conducted on your behalf by our 3rd party partner Sterling. Documents must be uploaded within 72 hours to allow for processing, which may take up to 6 days. During this time, the substitute will be granted full network access for a maximum of 7 days
You will receive an email to confirm who you have sent an invite to, as well as an update on the outcome of their registration based on what our 3rd Party Right to Work partner, Sterling, receives.
What happens if my substitute cannot be verified?
If the Right to Work documents for your substitute are found to be not valid (not submitted and/or fraudulent), the account of the main account holder will be deactivated within 7 days.
You will receive an email with the next steps to regain access to your account. The main account holder can appeal this deactivation by filling out the form in the email. Any appeals will be dealt with on a case by case basis to determine whether reactivation is warranted. Please note that any courier who is found to be actively substituting deliveries to an individual without the right to work, will be permanently banned.
Why would my account be deactivated if my substitute cannot be verified?
While you can add a substitute any time to your account, it is important to know that your substitute must comply with the terms of the Courier Agreement. Any breach of the agreement would therefore be a breach by the main account holder and potentially result in your account being disabled. One such requirement to note is that when a courier registers a substitute, that substitute will have to successfully complete the Right to Work check process.
Account Paused Due to Missed Deadline?
Here’s What to Do Next;
You can submit an appeal by completing this form. Be sure to provide any relevant details or documentation to support your case.
Substitutes and identity checks
We will be conducting random identity checks using our trusted 3rd party, Yoti. All couriers (and any registered substitutes) will be required to regularly verify their identity. We will ask for consent within the app, and the process to verify one’s identity will occur at random, and take less than 5 minutes to process. If the identity check fails, the main account holder’s account may be deactivated.
*Remember, you are responsible for your substitute while they are completing delivery runs on your account.
