Account Status

1. Warnings

A warning is a formal notice that your performance is below acceptable standards. Warnings do not immediately affect your ability to receive jobs.

What Triggers a Warning

• Acceptance rate drops below 90% for the first time
• Response time falls below 95% threshold for the first time
• Customer rating drops below 4.2 for the first time
• First instance of a quality failure or late preparation

What Happens

• You receive an email explaining the issue
• A warning notice appears in your dashboard
• You have 14 days to improve before further action

2. Suspensions

A suspension temporarily prevents you from receiving new jobs. Existing jobs in progress must still be completed.

Suspension Types

Type	Duration	Cause
24-Hour Pause	24 hours	Second offence for acceptance rate or response time issues
7-Day Suspension	7 days	Third offence, or first serious quality failure, or rating below minimum
30-Day Suspension	30 days	Repeated serious violations or pattern of poor performance

During Suspension

• You will not receive new job offers
• You must complete any jobs already accepted
• Your profile is hidden from customers
• Payouts continue for completed work (minus any applicable penalties)

After Suspension Ends

• Your account is automatically reactivated
• You may be downgraded to a lower tier
• Future violations will result in longer suspensions

3. Permanent Removal

In serious cases, accounts may be permanently removed from the PaperBoy network.

Causes for Permanent Removal

• Repeated suspensions with no improvement
• Customer rating remaining below 4.2 after suspension and performance review
• Fraud, theft, or intentional misconduct
• Breach of data protection or customer privacy
• Illegal activity
• Harassment of customers or PaperBoy staff

What Happens

• Your account is immediately deactivated
• Any pending jobs are reassigned to other providers
• Final payout is processed within 7 days (minus any penalties owed)
• You may not create a new provider account

4. Common Reasons

Low Acceptance Rate

Your acceptance rate has fallen below 90%. This means you're declining or not responding to too many job offers.

Why it matters:

• Customers expect quick, reliable service
• Declined jobs must be re-routed, causing delays
• Other providers pick up the slack

How to improve:

• Only mark yourself as available when you can accept jobs
• Update your opening hours to match actual availability
• Enable push notifications so you don't miss offers
• If you're overwhelmed, reduce your listed capabilities

Slow Response Time

You're not responding to job offers within 5 minutes often enough.

Why it matters:

• Customers are waiting for confirmation
• Couriers may already be en route
• Delays ripple through the system

How to improve:

• Enable push notifications and sounds
• Keep the provider app open during business hours
• Assign a staff member to monitor incoming jobs
• Consider reducing available hours if you can't monitor consistently

Quality Issues

Customers have reported problems with print quality, wrong documents, or packaging issues.

Why it matters:

• Customers trust us with important documents
• Reprints cost money and time
• Poor quality reflects on the entire network

How to improve:

• Verify print quality before packaging
• Double-check page counts and document order
• Use appropriate paper stock as specified
• Ensure finishing (stapling, binding) is done correctly
• Package documents to protect from damage

Low Customer Rating

Your average rating has fallen below 4.2 out of 5.0.

Why it matters:

• Ratings reflect real customer experiences
• Low ratings indicate systemic issues
• Customers see ratings when choosing providers

How to improve:

• Review recent negative feedback for patterns
• Focus on quality, speed, and professionalism
• Add small touches (neat packaging, thank you notes)
• Ensure documents are protected during transit

5. How to Resolve

For Warnings

1. Review the specific issue identified in your warning email
2. Take corrective action (see guidance above)
3. Monitor your metrics in the dashboard
4. Maintain good performance for 14 days

For Suspensions

1. Complete any jobs already in progress
2. Use the suspension period to address underlying issues
3. Review your equipment, processes, and availability
4. When reactivated, maintain excellent performance to rebuild trust

For Permanent Removal

If you believe the removal was made in error, you may submit an appeal (see below).

6. Appeals Process

You have the right to appeal any enforcement action within 30 days.

How to Appeal

1. Email [email protected]
2. Include your provider ID and shop name
3. Explain why you believe the action was incorrect
4. Provide any supporting evidence

What We Consider

• Extenuating circumstances (illness, emergencies, equipment failure)
• Evidence that contradicts the enforcement reason
• Your overall history and track record
• Steps you've taken to prevent future issues

Timeline

• We acknowledge receipt within 24 hours
• Full review completed within 7 business days
• Decision communicated via email
• If successful, your account is reinstated immediately

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Questions about your account status? Contact [email protected]

For appeals, email [email protected]