PigeonShip / Purolator Driver Training

For PigeonShip drivers delivering Purolator packages in Canada

Videos

The PigeonShip/Purolator driver training consists of the 6 videos shown below. If you prefer a text version, scroll down. The content of the videos and the text is the same, so that you can choose your preferred method to learn.

After finishing the training course, please read the FAQ section below. Those are the most common questions asked by the drivers who join PigeonShip.

Text version

At the beginning of the day, the Purolator staff (usually the terminal manager) needs to assign all the packages to the agent "QZI" in their system. QZI is the code of PigeonShip in Purolator's system. If they don't assign the packages to us in advance, drivers won't be able to scan them with the Purolator app. It takes 10 to 15 mins from the moment they transfer the data until we receive it, so drivers need to be patient.

Logging into the app

To log in to the app, input "PIGEONSHIP" in the "LMSP ID" field (not case-sensitive). Then, input your phone number and a code sent to you via SMS.

Scanning packages at pickup & optimizing route

The Purolator staff or the PigeonShip Lead Driver will give you all the packages that you'll deliver in your route. The first thing you'll need to do is scan all of them with the app. To start scanning packages, tap on "+ Scan" (bottom of the page).

If it's your first time using the app, allow Delivery Pro permission to use your camera (a message pops up the first time you tap on "+ Scan").

Grab ANY package, tap AND HOLD the scanner button on the app (the square at the bottom), and the camera will open. Point at the barcode in the center of the label, and the app will scan it immediately. Repeat this process with all the packages you were given. As you scan more and more packages, you'll see them in the white area of the app, and the count will increase.

While scanning the packages, you might see an error message that reads "Parcel not found in Delivery Pro". Leave that package aside and continue with other packages. If this happens to only one or few packages, it means that those packages are not in the batch of data that Purolator transferred to PigeonShip. In this case, you just need to leave that package at the terminal.

Instead, if this happens to all or most of the packages, it means that Purolator hasn't transferred the data to PigeonShip yet (terminal manager needs to be informed), or they just transferred the data a few minutes ago and it hasn't impacted our system yet (drivers need wait for a few minutes and try again).

Once all the packages have been scanned, tap on the blue arrow (bottom-right corner), and then on the "Mark as out for delivery" button.

The app will then offer to optimize the route. You should ALWAYS optimize it, by tapping on the blue "Optimize" button.

Once the optimization is done, you can manually rearrange a stop if you don’t like the order in which the app put it. Another option to re-optimize the route is by tapping the little arrow in the top-right corner.

After tapping on that arrow, you'll see a menu that allows you to reoptimize the route and even change the endpoint as per your preferences (if you want to change your endpoint, do it BEFORE tapping on "Re-optimize route").

Loading your vehicle efficiently

Once your route has been optimized, you need to write the stop numbers on the packages, so you can organize them efficiently in your vehicle. Grab ANY package, tap on the “Search” bar, type the address number, customer's name, or package PIN number (whatever works best for you) and the app will show the package info, including the stop number according to the optimization you just made. Write the number on the package (don't forget to bring a sharpie or marker with you!) and repeat this process with all the packages. As you do this, start putting the packages together in groups of 10, based on the stop number (1 to 10 together, 11 to 20 together, and so on). Once you have finished writing the stop numbers in all the packages, load your vehicle starting with the packages that have the highest numbers, because those will be the ones that you'll deliver at the end of your route. Low-numbered packages should be loaded last, as those will be the first ones you'll deliver in your route.

Delivering packages

Once you've finished scanning all the packages, optimizing the route, and writing all the stop numbers on the packages (don't forget this step!), you're ready to start delivering. The package at the top of the list is your first stop, and it shows the number "1" on the left. For example, the image below shows that this route consists of 5 packages (see below the "Search" bar), but only 3 stops (because I'll deliver 3 packages at the second stop). It also shows that I haven't delivered any packages yet (because I'm about to start my route).

Tap on “Directions” and your preferred map app (Google Maps, Apple maps, Waze, etc.) will automatically open, so that you can navigate to the delivery address. Please download the offline maps of your area, as this will allow you to find addresses in areas with no internet service (THIS IS EXTREMELY IMPORTANT). Once you've reached the drop-off address, tap on “I’ve arrived”.

After tapping on "I've arrived", you'll see what's shown in the image below. If the recipient's phone number is registered in the system, you will see a "Phone" icon and a "Chat" icon, which will allow you to call and text the recipient of the package in case you need to (most times you don't have to do it). Tap on "Continue".

(IMPORTANT NOTE: THE FOLLOWING STEPS DESCRIBE WHAT YOU NEED TO DO WHEN YOU'RE ABLE TO COMPLETE THE DELIVERY. BUT SOMETIMES, THE DRIVER IS NOT ABLE TO DELIVER THE PACKAGE (FOR DIFFERENT REASONS). THE STEPS THAT NEED TO BE FOLLOWED FOR UNDELIVERABLE PACKAGES ARE DESCRIBED LATER, IN THE "UNDELIVERABLE PACKAGES" SECTION)

Once you tap on "Continue", the scanner opens automatically. Scan the package (or packages, if more than one is delivered at the same place). Once you finish scanning, the "Complete delivery" button turns green. Tap on it.

Next, you'll see the page where you're required to take the delivery pictures (ALWAYS!) and input the signature (only when it reads "Required"). Despite what the app says, the picture of the house/building/business is ALWAYS REQUIRED, to prove that you delivered it at the right place.

Once you've taken the delivery picture (ALWAYS!) and captured the customer's signature (only when it reads "Required"), tap on the blue "Submit" button, and the app will show you the next delivery in your route.

Valid and invalid delivery pictures

A valid delivery picture MUST include the address number, the package ITSELF, and the door of the house (or the place where the package was left). The picture should not be too close to the package. The driver should always take 3 or 4 steps back, to be able to capture the package, the door and the address number.

Sometimes you'll need to take 2 pictures, because the address number is not next to the door, as shown in the example below.

If you take the picture too close to the package and the door and street number aren't seen in the picture, it is not considered a valid proof of delivery. That delivery will be deducted from your route pay.

Signature-required packages

If the "Take signature" button on the app reads "Required", it means that you MUST find somebody at home to receive the package and sign for it on your phone. YOU CANNOT LEAVE THE PACKAGE AT THE DOOR IF THERE'S NOBODY AT HOME.

The only exception is when the customer has an "SNR sticker" at the door or window (picture below). In that case, the app allows you to scan it or manually insert the number, and once this is done you can leave the signature-required package at the porch.

Keep in mind that you ALWAYS need to take a delivery picture, even in those cases when you deliver packages in hand, so make sure to take the picture as soon as you get to the drop-off address, and BEFORE the recipient comes out to receive the package.

Undeliverable packages

If you're not able to complete the delivery for whatever reason (no one home, business closed, no access to the building, missing unit number, missorted package, mechanical breakdown, bad weather, customer refuses package, etc.), instead of tapping on the green "Complete Delivery" button you'll need to tap on the "Undeliverable" button, as seen in the picture below.

Next, you will select the reason why you can't complete the delivery. Make sure to select the ACTUAL reason, not just any reason from the list. There are lots of different reasons, so they're grouped in categories. Once you click on the category name, you'll see the reasons inside that category. On this page you'll find a complete list of all the categories, all the reasons, and when to apply each.

Before continuing with your route, make sure to leave a "door knocker" on the door in every place where you cannot complete a delivery. In the "Route #" field you should write "QZI", which is PigeonShip's code in the Purolator system. After inputting the reason on the app and sticking the door knocker, you'll be able to continue with your route.

Delivering in areas with no internet service

When you are in an area without internet service, you can still take pictures and mark packages as "delivered" or "undeliverable", but the data will not upload immediately because there's no internet connection. Later, when you're back online, your app will show the message seen in the image below. Tap on the "Upload all" button and all the data that wasn't uploaded (photos and package statuses) will be updated in the system. This is EXTREMELY IMPORTANT.

Returning undeliverable packages and closing the route

Once you've finished delivering the last package in your route, the app should show 0 packages as "Active", as seen in the image below.

You'll need to return the undeliverable packages to the Purolator warehouse. Once you get there, follow the process below:

. At the top of the screen, you'll see the three headings: Active / Delivered / Undeliverable.

. Tap on "Undeliverable".

. Select all the packages that were marked as "undeliverable" and tap on "Return to terminal" (see pic below).

. Then tap on "I've arrived".

. Scan the packages that you're returning.

. Select one of the two options available for return: "Purolator Employee" (when you give the packages to Purolator staff) or "Images of Returned Package" (when you leave the packages at the warehouse but nobody is available to receive them).

Once you close the route, you'll see the route summary on your screen (see image below).

You need to take a screenshot of that summary. Make sure to capture the screenshot as soon as you see it on your screen, because you won't be able to access that summary after you leave that screen. You only have one chance.

Send the screenshot to the WhatsApp group. This proves that you have closed your route correctly.