Start the courier clock at pick-complete, not at assignment

If your app stamps “assigned” the moment a job appears, rainy packing queues in George Town will show up as rider lateness. Supervisors know the difference; dashboards often do not.

For grocery delivery, we recommend starting the on-time clock when pick-complete is recorded and the tote is handed to the rider. Keep assignment-to-pick as a separate warehouse metric. Failed attempts caused by customer no-shows or blocked condominium lobbies deserve their own codes so they do not dilute true travel delays.

One operator we reviewed cut arguments in the weekly meeting within a single release after separating those clocks — without changing bonus tables.