Sussit is a Covid19 Essential Service !!
In what locations does Sussit operate?
The Sussit services will be available in all main centres. Due to be launched in Auckland early 2020, and soon will be launched in other major New Zealand centres. Keep an eye out on our Sussit website https://sussit.co/news news page for future launch information.
Are my card details secure?
The Sussit APP is supported by the Stripe payment gateway, which provides PCI security to ensure your card details are not shared with the Sussit platform or any other person using Sussit. Please refer to Stripe website (https://support.stripe.com) for more details about your cards' security.
What are the delivery fees?
30% off the following delivery fees during launch promotion until further notice!
Minimum Fee temporarily reduced to $11.50!
The delivery fee (which the customer pays for) is calculated as a combination of any of the following:
· Base Fee: $15.00.
· Per km price: $1.89.
· Per time unit price: $0.36.
· Minimum Fee: $25.00.
· Promotional discounts may be applied at time to time to the delivery fee.
What other fees may apply?
The following fees are free during the Sussit launch promotion until further notice!
Other fees may also apply i.e.:
· Setup fee.
· Account fee.
· Administration fee.
· Customer Service.
· Delivery Cancellation fee.
What are the fees for processing disputes?
Where Sussit is involved in the processing of disputes, the following fees apply:
· Disputed items / chargebacks, including the Issuing Banks chargeback fees will be charged to the driver at cost value.
· Sussit Dispute Management fee: $35.00.
What are the risk terms of delivery?
Refer to the Terms and Conditions where use of the delivery services are a contract for carriage at owner’s risk, under which the carrier shall not be liable for the loss of or damage to any goods, except where the loss or damage is intentionally caused by the carrier.
Note: All disputes are resolved directly with the Customer and the Driver.
What are the Android and IOS op version requirements?
The Sussit APP and Sussit Driver APP will operate on an IOS phone compatible with op version 9.0 and above, and an android phone compatible with op version 5.0 and above (android phone device dependent).
How do I register and setup to be a customer of Sussit?
To register as a Sussit customer, download the Sussit APP from the Apple Store or Google Play. The links to the Apple and Google stores can be found on our Sussit website home page https://sussit.co.
The Sussit APP will take you through a simple registration process. Acceptance of the Sussit T&Cs is part of using any Sussit service.
You will be required to enter details such as: Name, email, cell number and card details (which will be securely stored using a PCI certified payment gateway).
How do I book a delivery?
You can use the Sussit APP and the delivery request function to book a delivery.
Select the pick-up and drop-off locations, and complete the notes (with details such as building description, size and weight of the parcel to be delivered) so the Driver has instructions to make the pick-up and drop-off easier.
How do I pay?
The payment method for using Sussit services is a Visa or MasterCard credit or debit card. The Sussit APP uses your card details that you input during registration, and the Stripe PCI secured payment gateway processes the card transaction.
What if I don’t want to accept the cost?
The Sussit delivery process requests payment after the amount you will be charged is calculated and shown to you. If you no longer want to proceed with the delivery, you can just reverse out of the delivery request and your card won’t be debited.
How do I know the delivery request has been accepted, and when it will be picked up?
The Sussit APP will offer your delivery request out to a Driver that is closest to the pick-up point. When the first Driver accepts the delivery request you will be notified of the Driver’s acceptance, and you also will be provided update notifications each step along the Driver's journey.
Can I change or cancel my delivery request?
You may cancel the delivery request up until a Driver accepts the booking, or if the Driver arrives to pick-up and is unable to pick-up the goods you can also cancel at that point. If the delivery is cancelled, the card charge will be refunded to the customers wallet (similar to a store credit for a returned item) to be used for future deliveries.
How do I track the delivery?
The Sussit APP requires the Driver to confirm the pick-up and all steps along the delivery journey. The Sussit APP also GPS tracks the Driver’s route from pick-up to delivery so you can monitor the delivery drive.
How do I confirm my delivery is completed?
The Driver confirms the delivery on their Sussit Driver APP and may take a photo of the person and/or goods who received the parcel to keep for confirmation of the delivery. You will be notified on your Sussit APP of all progress steps for the delivery.
Be ready to phone or text the 'GetCode' (which is a confirmation code to validate the drop-off of the goods) to the Driver on delivery. The delivery tracking process provides you the steps to create the 'GetCode'. If you wish you can phone the delivery recipient to confirm they have received the goods.
What happens if I have a dispute with the Driver or the delivery?
If you have a dispute, you must resolve your dispute directly with the Driver, and you may rate the Driver so all users of the Sussit APP are aware of their performance.
Note: Refer to the Terms and Conditions where use of the delivery services are a contract for carriage at owner’s risk, under which the carrier shall not be liable for the loss of or damage to any goods, except where the loss or damage is intentionally caused by the carrier.
Can I change my profile details or my card number?
After you have created your Sussit APP customer profile during registration, you will see any details in your profile can be updated.
You can store more than one card number (which is securely stored using the Stripe payment gateway) against your customer profile, and you can select which card to use for each delivery.
Can I rate the Driver?
You can rate the Driver and your Driver can also rate you. These ratings (averaged) are available for other customers using the Sussit APPs to see.
T&Cs of using the Sussit Driver APP services
As a Driver using the Sussit Driver APP services you will be self-employed. You will manage your own vehicle compliance, be aware of all industry standards required for your self-employment, and you will be required to manage any self-employed insurance requirements that you deem appropriate for your self-employed status.
You will be required to manage your own tax and GST requirements as applicable to your self-employed status. (All fees and commissions are GST inclusive.)
You will be required to adhere to all Health and Safety requirements for your vehicle and yourself.
You will be required to maintain public liability insurance or any other appropriate insurance as you deem appropriate for your self-employment.
How do to I setup to be a Driver?
To setup as a Driver, download the Sussit Driver APP from the Apple Store or Google Play.
The links to the Apple and Google stores can be found on our Sussit website home page https://sussit.co.
The Sussit Driver APP will take you through a simple registration process. Acceptance of the Sussit T&Cs is part of using any Sussit service.
What do I need to complete my Driver registration?
Make sure you have your New Zealand driver's license, vehicle details, bank account number and Mastercard or Visa card number available to complete your driver registration.
How do to I register to be a Driver?
You will be required to enter details such as: name, email, cell number, vehicle details, bank account details and card number (for logging through the Stripe secured payment gateway) and provide details of your New Zealand driver’s license (front image, license ID number and expiration date).
After your registration is checked by Sussit Admin, if approved your Sussit Driver APP facility will be operational and you will receive a notification message.
Why do I need to add my card?
As drivers using the Sussit Driver APP you are self-employed and so the card loaded may be used for returned disputed items (chargebacks).
Sussit Drivers are not required to pay any transaction processing fees; Sussit will pay these fees so drivers receive the complete net commission for the delivery.
In future the card loaded may be used to charge fees.
What vehicle can I use?
You may register more than one vehicle to use for your delivery services, but you must remember to select the appropriate vehicle on your Sussit Driver APP that you are using on the day you are delivering. The Sussit system will assign deliveries to you based on the vehicle you have selected you are using on the day.
What are my Driver responsibilities?
You must conduct yourself in a professional manner with all Sussit customers and dress in a tidy manner.
You must deliver the item / goods directly point to point from pick-up to delivery.
You must deliver the goods in the same condition that they were when you picked them up.
You may wish to take a photo of the pick-up in front of the customer so you have evidence of the pick-up condition of the goods, and then take a photo of the delivery goods including the person they were delivered to, so you can confirm to the customer the goods were delivered in the same condition.
The Sussit Driver APP will ensure the pickup and delivery of the goods are secure by the customer providing you a confirmation code (GetCode) which you will request (via call or text) to the customer who requested the delivery.
If goods being delivered require special conditions, you are required to ensure those conditions are met. Please refer to the Terms and Conditions for details on the Sussit website (https://sussit.co/t%26cs).
How do I pick-up and deliver a delivery?
The customer will provide details of where the pick-up will be, and details such as the dimensions and weight of the package, and special details about delivery requirements i.e. the building name, the store/business name, floor etc. These details will be supplied to you in the notes on your Sussit Driver APP delivery request.
You are required to follow the delivery instructions, and confirm each step of the delivery process by following the instructions and prompts provided to you on the delivery request on your Sussit Driver APP.
What if the Driver’s proof ID is requested at pick-up or delivery?
You can use your Sussit Driver APP profile (image) to show the pick-up person and delivery recipient that you are registered to use the Sussit Driver APP.
What if the goods are too heavy or too large, or you can't deliver the goods for other reasons ?
The customer is required to provide details of the size / dimensions and weight of the parcel, and any other relevant information required for you to decide if you can accept the delivery or not.
If the Driver has accepted the delivery request, then the Driver has confirmed they have a suitably sized vehicle and are (physically) able to pick-up and deliver the goods based on their size and weight.
If the customer did not provide adequate details about the description of the goods to be picked up, and the Driver determines at the pick-up point they are unable to pick-up the goods, the Driver can cancel the delivery request. If the delivery request is cancelled, the Driver will not be paid commission.
When and how will I be paid?
As part of the Driver registration process, Drivers are required to enter their bank account details that are securely linked (via the Stripe payment gateway) to the Driver’s Sussit Driver APP profile. After the delivery is completed the Sussit system will automatically allocate the commission owed to the Driver for the delivery.
Payments for completed deliveries will be made by the Sussit platform to the Driver’s bank account in accordance with Stripe processing rules. Payments to drivers may take up to seven business operating days (which are non-weekend and non-public holidays) .
Because Stripe processes payouts to drivers only on business operating days, this means Stripe will accumulate some commissions over several days which will then be paid in one amount.
Please refer to the Stripe website (https://support.stripe.com) for details.
How is the Driver commission calculated?
Drivers will receive commission as a percentage (75%) of the delivery fee.
All commission is gst inclusive.
If a delivery is cancelled then the Driver will not be paid commission.
The Sussit platform will deduct a percentage (25%) of the total delivery fee as the Sussit operating fee.
Can a Driver cancel a Delivery?
A Driver may cancel a delivery up until the driver has confirmed the delivery has been picked up.
What happens if I can't deliver?
The Driver is required, where able, to immediately contact the customer to advise if they can no longer deliver the goods, and to make alternate arrangements.
What happens if I need to contact the customer about the delivery?
Both the Driver and the customer are provided the cell numbers for each other so you can contact each other at any time during the delivery.
The Driver receives the customer's cell number for pickup of the parcel, and the person's cell number for drop-off of the delivery.
The customer receives the Driver's cell number when the delivery is picked up.
What do I need to provide for a pick-up and delivery?
The pickup person may request you to confirm you are a Driver using Sussit which you can do by showing your Sussit Driver APP profile driver photo.
How can I confirm I have completed the pick-up and delivery?
The Sussit Driver APP ensures you complete a process to swipe confirmation of the pick-up and delivery steps. You may also take a photo of the pick-up and delivery and keep these for your records if you wish. The Sussit delivery process requires the customer to message the driver a delivery confirmation code which the Driver enters into their app. Security of the parcel delivery is assured with online real-time GPS tracking of the Driver's journey.
What happens if a customer disputes a delivery?
Any dispute the customer may have is to be resolved directly between the customer and the Driver.
The Driver is required to retain confirmation you have picked-up and delivered the delivery so you are able to provide confirmation of the delivery.
If unresolved a dispute might be referred to Sussit support via the chat box on the Sussit website (https://sussit.co/contact). If a customer disputes a charge with their bank that results in a chargeback (charge reversed), the chargeback will be debited from the Drivers next payout due and the Driver will be notified.