Orders that display the green "Drop-off" label are orders that should be dropped off outside the door of the delivery location instead of handed off face-to-face.* Continue to communicate with customers as you normally would for each order prior to delivery — for example, sending the introduction message to open the line of communication and sending the On the Way message to prepare them for delivery.
Check the Order Notes section on the Order Details screen to see if a specific drop-off location was requested or if delivery instructions were provided. If there are no order notes, you may drop off the order at the front door of the delivery location.
*Note: If an order does not display the "drop-off" label, orders should not be dropped off without the customer's approval. Orders containing alcohol cannot be drop-off orders and should always be delivered directly to the customer, where shoppers will verify a valid ID and collect the customer's digital signature.
Proof of Delivery
All order types will include a step within the app for proof of delivery, which asks shoppers to submit a photo before marking the order as delivered. For FAQs, click here.
After indicating that you’ve arrived at the delivery location, select Add proof of delivery.
- From this screen, you’ll be prompted to take a photo of the order within the delivery site.
- You can choose to take a photo directly in the shopper app or upload a photo from your camera roll.
- Once the image has been captured or uploaded, select Submit photo to Shipt.
- Then, you’ll mark the order delivered in the app as usual.
- For drop-off orders: After marking the order as delivered in the app, you may choose to knock on the door and send the customer a message informing them that their order has been successfully dropped off.
If you don't have cell service at the delivery location, take a photo with your phone camera, and select the Choose from library option to upload the photo once your service returns.
Tips and tricks for taking proof of delivery photos:
Door drop-off:
- Take photos 4 – 6 feet from the product/door.
- The delivered product should fill 1/3 or more of the photo.
Handing directly to customer:
- Let the customer know that you need to take a picture for proof of delivery.
- Top shoppers suggest placing the items on the ground, taking the picture 4 – 6 feet from handoff, and then handing the package to the recipient.
- Avoid including the customer’s face.
DO NOT take photos of:
- The house or apartment number
- Anything that shows the customer’s name or address
- The entire residence
- Any people or animals
- Any vehicle or vehicle license plate
FAQs
What should I do if I can't find the customer's address?
- If you can't locate the delivery address, make an attempt to call the customer. If there is no response, contact Shipt HQ at 205-502-2500 for further instructions.
Where does the picture go once I submit it within the app?
- Shipt will share the photo with the customer or retailer, depending on the order type, to confirm that the order was successfully delivered and assist customers in locating the items.