Hyderabad man joins Zepto as delivery partner, exposes operational gaps. Viral thread

Dinesh’s posts have sparked a broader conversation on social media about the working conditions of delivery partners in India’s rapidly growing gig economy.

A Hyderabad resident recently took on the role of a part-time delivery partner with Zepto, inspired by a Bengaluru woman who had similarly worked with Blinkit for a day. The man, identified as Dinesh, documented his experiences on X (formerly Twitter), shedding light on several operational challenges within the company’s delivery ecosystem.

Dinesh joined Zepto with the intention of understanding the daily workings of delivery operations. He shared his insights through a series of posts, highlighting the earnings potential and several issues that he encountered. According to his observations, a full-time delivery partner with Zepto could earn up to Rs 40,000 per month for nine hours of work per day. Part-time workers, committing 4-5 hours daily, could make Rs 25,000 monthly, while those working exclusively on Sundays for nine hours could earn up to Rs 12,000.

I delivered for @ZeptoNow yesterday in hyderabad to know how it worksand its crazy opstalked with riders, customers & store managers and theres lot to look backpic.twitter.com/gxjQBDZAf5
dinesh (@dineshndb) August 27, 2024

During his stint, Dinesh noted issues with the document verification process. He observed that the current system often resulted in blurry or misaligned images, complicating the verification process. He suggested that automating this process could significantly enhance its efficiency. Moreover, he highlighted a lack of clear communication about the steps following verification, which left many new recruits uncertain about their next moves. “I had to go with a rider for training. 4 out of 5 people declined to help out as everyone was busy. Great if managers could help here,” Dinesh remarked.

document verification is seriously flawed, images are re-positioning after capture and are blurryhigh room for automation in getting ids & verification, part of the process at least pic.twitter.com/rA2uZOOkNL dinesh (@dineshndb) August 27, 2024

The lack of facilities for delivery partners at stores was another concern. Dinesh pointed out that there was no designated space for delivery partners to rest, and water dispensers were reportedly non-functional. He mentioned that although there was supposedly a resting area inside the store, none of the partners ventured beyond the order pickup point. He also noted the absence of essential gear such as raincoats, which left him drenched during a delivery.

no visible place to sit(I heard there is one inside, but no partner went beyond order pickup point, so I assume not)and the water dispensers are not working.not sure how to get raincoat and other gear, store didn't have any. got drenched pic.twitter.com/ane8wqyGFO
dinesh (@dineshndb) August 27, 2024

Another significant issue Dinesh encountered was the lack of mid-order support. He recounted an incident where his trainer’s bike broke down mid-delivery, which highlighted the need for better support systems for delivery partners facing technical difficulties on the job.

Technical inefficiencies were also a concern. Dinesh observed that some riders were compelled to use WhatsApp groups to update order statuses and manage bag logs manually. He noted that these updates were likely being handled manually by store managers, indicating a need for more streamlined, automated processes.

ALSO READ: Bengaluru woman signs up as Blinkit delivery agent for a day, gives feedback. CEO responds

Concluding his observations, Dinesh provided estimates based on conversations with long-term partners. He estimated that an average delivery partner working eight hours a day could complete about 24 orders daily, translating to approximately 168 orders weekly. Based on these figures, the estimated monthly earnings for a delivery partner could be around Rs 32,941.

Guestimates:Working hours: 8 Delivered orders per hour: 3 (my avg as a first timer)Total Orders per day: 24 ordersTotal Orders per week: 168 ordersEstimated Monthly Earnings (Based on 168 orders per week): 32,941 INR dinesh (@dineshndb) August 27, 2024

Dinesh’s posts sparked a broader conversation on social media about the working conditions of delivery partners in India’s rapidly growing gig economy, highlighting the need for companies like Zepto to address these operational challenges to improve the working conditions of their partners.

Several social media users took to the comments section to share their thoughts about Dinesh's observations.

"I did it long back for @Swiggy. Served as their delivery partner to understand how they manage logistics and I was flabbergasted. Their delivery partner app is quite easy and simple. As a collateral effect, I also developed empathy towards the delivery partners for their struggle," a user remarked.

Another user commented, "Kudos buddy. I am sure this would have been a such a rich experience. I was planning to do the same thing but Uber Eats and registered as well but they shut their operations and was in transition phase. All the best buddy for whatever reason that made you try this out."

"It's great to hear your firsthand perspective from talking with riders, customers, and store managers. Can see that deep understanding you gained from it. Great strategy! Thanks for sharing your experience," a third user wrote.